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Shipping & Returns

MADE-TO-ORDER PRODUCTION TIME

For made-to-order items like engagement and wedding rings, our standard turnaround time for production is about 2-3 weeks from when your order is placed. All made-to-order items are handcrafted in our NYC workshops. The shipping estimate provided during checkout indicates how long it will take for your order to be delivered once it ships. If there’s a specific date you’ll need to receive your order by, please email us at help@hiholden.com ASAP, and we’ll do our best to make it happen!

DOMESTIC SHIPPING

We offer free shipping on all domestic orders via USPS (1-5 business days). We also offer shipping via FedEx 2Day (2 business days) and FedEx Overnight (1 business day) for an additional charge. It’s possible to waive signature confirmation on orders under $500, but 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. Keep in mind, for made-to-order items like wedding and engagement rings, shipping estimates do not include production time, which is typically 2-3 weeks.

INTERNATIONAL SHIPPING

We offer international shipping via DHL to most countries at our discretion. (Want to know if we can ship to your country? Email us at help@hiholden.com!) Please allow 3-10 business days depending on your location. The customs office of the destination country may impose taxes, customs fees, import duties, and other charges. Any additional charges required for customs clearance are the sole responsibility of the recipient and we are unable to provide an estimate of these charges, unfortunately. Additionally, we regrettably cannot assist you or be held liable in the event that an international order is stolen, has issues going through customs, or is lost in transit.

RETURNS/EXCHANGES

Domestic customers located in the United States may return or exchange any item from their original purchase within 30 days of the delivery or pickup date. Unfortunately, we aren’t able to accept returns or exchanges on international orders. Returned items must be in their original, unworn condition to be accepted for a full refund to the original payment method. To start a return or exchange please email help@hiholden.com and we’ll get the process started for you.

Return Eligibility

  • Engraved rings are eligible for return.
  • Any item that has previously been exchanged, resized, altered, or serviced cannot be returned or exchanged.
  • Returned items must be in their original and unworn condition to be accepted for a full refund. A 10% restocking fee will apply to any returned items displaying significant wear.
  • Returns for engagement rings and fine jewelry pieces with a 1 ct. or larger diamond must be accompanied by the original diamond certification paperwork that was included with your order. Returns sent back without the original paperwork will not be accepted.
  • Due to the additional design time, labor, and care required to make a fully bespoke design, we are only able to accept returns for store credit or exchange on bespoke pieces.
  • Minor adjustments, such as custom widths and ring sizes, to our standard designs available on our website are not considered fully bespoke and are eligible for our standard return policy.
  • If an alteration request within the return period can be fulfilled through servicing (resizing, repolishing, repairing, or engraving), the existing item will be serviced and cannot be returned or exchanged for a new item.
  • If an item is remade due to a product or shipping issue, it cannot be returned or exchanged.
  • Gift Cards cannot be returned or refunded.

If you need to cancel or remove an item from your order, please let us know within 48 hours of when the order was placed. Any changes or cancellations to made-to-order items after this timeframe will be considered an exchange or return, as production begins shortly after an order is placed. Please note: we reserve the right to refuse a return or cancellation in the event that the customer has already initiated multiple returns in the past.

Given our custom made-to-order production model and our commitment to sustainability, we reserve the right to refuse and cancel any order, which we determine was placed for comparison or try-on purposes, e.g. ordering two similar rings to compare the metal color, size, width, etc. with the intention of definitely returning at least one ring. Our team will reach out to you prior to production with next steps if your order is flagged for comparison. If you need assistance finalizing your order, we highly recommend booking an in-person or virtual appointment!

If your ring doesn’t fit, we offer one free resizing for domestic customers within 60 days of the delivery or pickup date (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.

Note: The above policies are effective for orders placed on or after 5/30/2023. All orders will be subject to the policies that were in place at the date of purchase. Please reach out to help@hiholden.com with any questions about our return and exchange policy.