Free 30-Day Returns + Lifetime Guarantee
My Order
Need some help with your order? On this page, we provide information on how to initiate a resizing, exchange, return, or warranty claim. If this is your first time owning fine jewelry, we've also included a link to where you can find tips on how to clean and care for your purchase below. FYI: you can find your order number in the confirmation email you received upon placing your order. To view complete details of your item(s), please click the "View Your Order" button located inside your confirmation email.
RESIZING
Fun fact: the size of your finger can actually change by a ¼ - ½ size day to day due to changes in weather, temperature, and physical activity. Because of these factors and fluctuations, we strongly recommend wearing your ring for at least a few weeks to see how comfortable it feels over time. This will help you reduce the chance of needing another resizing in the future!
If you've tried wearing your ring for a while and are certain it needs to be resized, please shoot us an email at help@hiholden.com within 60 days of the delivery or pickup date with your order number in the subject line. One of our team members will finalize the details with you and then email you a prepaid return label. Please keep in mind we can resize in quarter-size increments, but the maximum we can resize is by one full size up or down. Full details on our resizing policy are available here.
RETURNS & EXCHANGES
Domestic customers may return or exchange any item from their original purchase within 30 days of the delivery or pickup date (unfortunately, we are not able to accept international returns at this time). Our full return policy can be found here.
To initiate a return or exchange, please send an email to help@hiholden.com with your order number in the subject line. As soon as your return/exchange is initiated, one of our team members will email you a prepaid return label.
For engagement rings, returns must also be accompanied with the original diamond certification paperwork that was included with your order. Engagement ring returns sent back without the original paperwork will not be accepted.
Once we receive your return, we'll give it a quick inspection to see that it's in its original, unworn condition (please note: there is a 10% restocking fee for any returned items displaying significant wear). If your order is a return, we will then initiate a refund to your original payment method. If your order is an exchange, your new order will be shipped once its production is complete. Please note that the original order must be received and inspected by our team prior to the shipment of your new order.
LIMITED LIFETIME WARRANTY
We stand behind our products and warrant them to be free from any manufacturing or material defects for life.
All of our jewelry is cast and hand polished by expert jewelers, and we carefully inspect each item prior to shipping. In the event that you find a manufacturing defect, simply reach out to help@hiholden.com with a short explanation and photos (or a video) of the issue you’re experiencing. At our discretion, we may ask for you to return the item to us for inspection. If we determine your item is indeed damaged due to a manufacturing defect, we’ll replace or fix it at no cost to you. If we determine that your item is not damaged due to a manufacturing defect, we can provide repair services for a fee dependent on the scope of work required to service your item.
Please note that repair, resizing, or other services performed by any third party (excluding Extend and their repair network) will void your Limited Lifetime Warranty. We do not provide warranties for damage due to normal wear, product loss, theft, or damage caused by a failure to obtain repairs required to preserve the integrity of your item.
Due to the nature of precious metals and gemstones, it’s not uncommon for your jewelry to become damaged by certain activities, as the result of trauma, or even during the course of normal wear. Some examples of common issues that would not be considered manufacturing defects include, but are not limited to:
• Discoloration caused by chemicals in products like lotions or makeup, or immersion in pools or hot tubs
• Rings becoming misshapen due to excessive pressure or heat
• Prongs catching, wearing down, or bending over time as a result of normal wear, including gemstone loss
CARE & CLEANING
To learn more about how to care for and clean your jewelry in order to keep it in lasting condition, you can check out our blog post on the topic here.