Free 30-Day Returns + Lifetime Guarantee
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 may return or exchange any item from their original purchase (including engraved rings) within 30 days of the delivery or pickup date. Unfortunately, we aren’t able to accept returns or exchanges on international orders at this time. Returned items must be in their original, unworn condition to be accepted for a full refund to the original payment method. For engagement rings, returns must also be accompanied by the original diamond certification paperwork that was included with your order. Engagement ring returns sent back without the original paperwork will not be accepted.
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.
Please note that we will not accept exchanges on items that can otherwise be serviced (resized, re-polished, repaired, and/or engraved) to meet your request. Additionally, our return and exchange policy only applies to the original purchase item and excludes any previously exchanged, altered, serviced, or resized items.
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 on bespoke designs at this time. Custom widths/sizes and minor design adjustments to standard products listed on our website are not considered bespoke items and are eligible for our standard return policy. If your item will be ineligible for a return for a refund to the original payment method, one of our team members will notify you of this limitation before you place your order. Our standard exchange and resizing policies still apply for fully bespoke designs.
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 your ring cannot be resized, please note that we’re only able to initiate an exchange for the best new size within 30 days of the delivery or pickup date. 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.