Free Shipping + Risk-Free Returns on All Orders

Frequently Asked Questions

Topics
All Topics
  • Shipping
  • RETURNS / EXCHANGES / RESIZING
  • PRODUCTION
  • ORDERS & PAYMENT
  • CUSTOM OPTIONS
  • MATERIALS
  • SUSTAINABILITY
  • VISIT US
Contact Us

Shipping

Domestic Shipping

What does shipping look like for domestic orders?

All domestic orders ship free via USPS with signature confirmation (1-3 business days), as we want to make sure your package gets to you safely! FedEx Express Saver and FedEx Standard Overnight are also available at an additional charge. Please keep in mind that every ring is custom made to order, which can take up to three weeks, so the shipping estimates occur after we ship your ring.

Do all orders require signature confirmation?

It’s possible to waive signature confirmation during checkout on orders under $500. If your order is over $500 and you are unable to sign for your package (not recommended), please email us at help@hiholden.com to remove this requirement or to change your shipping address. Please note that if you choose to skip the complimentary signature service, we unfortunately cannot assist you or be held liable in the event that your order is stolen or lost in transit.

When I ordered my ring, it said delivery takes 1-3 business days! Where is it?

We handcraft every ring custom to order, so we actually don’t have any inventory we can ship immediately! We know this can be confusing, but trust us: it’s worth the wait for a ring made especially for you. Since it can take us up to three weeks to design, cast, and hand polish each ring before shipment, the shipping estimate during checkout indicates how long it will take for your order to be delivered once we’ve finished crafting your ring.

International shipping

And, what about international shipping?

We offer shipping to most countries via DHL. Once your ring has shipped, please allow 3-10 business days depending on service and location. The customs office of the destination country may impose taxes, customs fees, import duties, and other charges to your international order where applicable. These additional charges required for customs clearance are the responsibility of the recipient and we are unable to provide an estimate.

RETURNS / EXCHANGES / RESIZING

What is your return/exchange policy?

Domestic customers may initiate a return or exchange on any ring within 14 days of delivery (international returns are subject to our discretion). Returned items must be in their original, unworn condition to be accepted. If your ring doesn’t fit, we offer free resizing for domestic customers (learn more about our resizing policies here). If you’d like to initiate a return, exchange, or resizing, shoot us an email at help@hiholden.com and we’ll get the process started for you. Please note: our return policy only applies to the original purchase item and excludes any previously exchanged, altered, or resized items.

What do you do with returned rings?

We melt down returned rings so they become new ones - nothing goes to waste! To learn more about our sustainability efforts, check out our sustainability page.

Do you accept returns/exchanges on engraved rings?

Yes! Because we melt down returns, domestic customers are free to return or exchange rings with engravings - so we recommend getting your ring engraved from the start! To learn more (or for some engraving suggestions), check out our blog post on engravings.

What if I’m not sure about my ring size?

No worries! We’ll send you a ring size kit free of charge to confirm the best fit. You can order one here.

What if my ring doesn’t fit?

We can fix it! We certainly don’t want you to wear an ill-fitting ring for the rest of your life. We offer free resizing for domestic customers - further details can be found here.

PRODUCTION

How are your rings made?

We design and craft all of our rings to order in New York City. Each ring starts as a 3D print with your custom engraving cut into the design. This creates a deep, clean engraving that will never fade. The 3D print is then cast into precious metals using a traditional lost-wax casting method. Finally, our expert jewelers clean the castings, set diamonds (if your ring has them!), and carefully hand polish each ring to your desired finish. We made a video about our production process if you’d like to see the process in action!

What is your production time?

Because we handcraft each ring to order in NYC, please allow up to 3 weeks for production and delivery once your order has been placed. For rush orders, please email us ASAP at help@hiholden.com and we’ll do our best to make it happen!

ORDERS & PAYMENT

Can I update/cancel my order?

Depending on where your design is in our production queue, we may be able to change or cancel your order and/or shipping address. Send us an email at help@hiholden.com as soon as you can!

What payment methods do you accept?

We accept all major credit and debit cards, as well as PayPal, Apple Pay, and Google Pay.

Do you offer payment plans?

Yes, we partner with Affirm to offer payment plans. When you reach the payment method section during our checkout process, you will have the option to select monthly payments through Affirm and to complete your purchase securely.

CUSTOM OPTIONS

Do you offer widths, sizes, or finishes outside of what’s available on your website?

Yes! Just shoot us an email at help@hiholden.com with a detailed description of what you’re looking for, and someone on our design team will reach out ASAP.

Can you create a custom design?

Depends on the design! Email us at help@hiholden.com to find out if we can make your wildest dreams come true. Feel free to check out some of our favorite custom designs. ;)

I have a vintage diamond/stone/ring - can I use that in my ring?

Unfortunately, we aren’t able to work with third party diamonds, stones, or metal from existing rings.

MATERIALS

Do you work with alternative metals like tungsten, titanium, or cobalt?

We currently only offer traditional precious metals, such as platinum, white gold, rose gold, and yellow gold (here’s a blog post we wrote on how to choose a metal for your ring!) Unfortunately, we’re unable to work with alternative metals, such as tungsten, titanium, or cobalt at this time.

What are lab-grown diamonds?

Check out our post on lab-grown diamonds to learn more about why we choose to only work with lab-grown diamonds (in short, they’re more sustainable, guaranteed conflict-free, and less expensive!).

How should I care for my ring?

As far as day-to-day goes, we recommend removing your ring before daily activities such as showering, applying lotion, exercising, washing dishes, etc. To clean your ring, you can use any jewelry polishing cloth that is designed for gold, silver, or platinum (we dedicated a blog post to the cleaning process). Also, if your ring begins developing scratches, that’s totally normal! It’s standard for precious metal rings to scratch and scuff. Over time, these scratches and scuffs will blend together, giving your ring a lovely sheen.

SUSTAINABILITY

Are your rings environmentally conscious?

Our rings are made to order using only conflict-free and recycled precious metals, as well as certified conflict-free, lab-grown diamonds in local New York City workshops.

How about your packaging?

We are proud to be a pioneer of the Slash Packaging Initiative, which promotes sustainability and transparency in packaging. To learn more about our sustainability efforts, check out our ever-evolving sustainability page.

VISIT US

Do you have a storefront?

We don’t currently have a permanent storefront, but if you’re located in NYC, you’re welcome to schedule an appointment to come see our rings in person. We also offer virtual video appointments to guide you through our various ring styles and show you how they look on hand and up close. Learn more about our appointment types and schedule an appointment here!