Returns FAQs
What is your return policy?
You can request a return or exchange within 30 days of delivery. Every request needs an unboxing video, recorded from the sealed parcel to the end in one continuous take. Without it, we can't accept a return, refund or exchange. Personalised pieces can't be returned unless they arrive damaged. Read the full Return & Refund Policy.
How do I start a return?
Email support@heerogems.com with your order number, your unboxing video and the reason for your return. Please don't send anything back yet. We review every request and reply by email.
Where do I send my return?
Once we approve your request, we email you the return address. It is different from the address shown on our website. Parcels sent to any other address, or without our approval, won't be accepted.
Will I be charged for returning a product?
Return shipping is paid by the customer. If your video shows the item arrived damaged, faulty or wrong, we cover it.
How long does it take to process a return?
Once your return arrives and passes inspection, we refund your original payment method within 10 business days.
Can I exchange an item?
Yes. Request an exchange the same way as a return, within 30 days of delivery and with your unboxing video. If the new piece is priced differently, we confirm the difference with you first.
Customer Support
Our dedicated team provides timely assistance, committed to addressing your queries.
30-Day Returns
Not the right piece? Request a return or exchange within 30 days of delivery. Unboxing video required.
Free Shipping Over $1,000
Free express shipping on USA & Canada orders of US$1,000 or more, and on every order in India. Duties paid by us.