Shipping policy
Last updated: 2 November 2026
At a glance
- Every piece is made to order. Making and dispatch take about 15 business days.
- After dispatch, delivery takes 3–7 business days.
- We ship to the United States, Canada and India.
- USA & Canada: US$80 per order, or free on orders of US$1,000 or more.
- India: free shipping on every order.
- Customs duties and import taxes are paid by us. Nothing to pay on delivery.
- Every parcel ships by DHL or FedEx, tracked and insured.
1. Making and dispatch time
Every piece is made to order, so our team starts on yours after your order is confirmed. Making, quality checks and dispatch take about 15 business days. This also applies to gold jewellery and to custom and engraved pieces.
Some intricate or highly personalised designs may need extra time. If we expect any delay, we will email you in advance.
2. Delivery time
Once dispatched, your parcel usually arrives in 3–7 business days. From order to delivery, please allow about 18–22 business days in total. Customs clearance or courier delays can occasionally add a few days.
3. Shipping charges
| Destination | Order total | Shipping |
|---|---|---|
| USA & Canada | Under US$1,000 | US$80 per order |
| USA & Canada | US$1,000 or more | Free |
| India | Any amount | Free |
The US$1,000 free-shipping amount is your order total after any discount. Shipping is charged once per order, not per item, and is shown at checkout before you pay.
4. Customs duties and import taxes
We pay all customs duties and import taxes on your order. You will not be asked to pay anything when your parcel arrives. If a courier ever asks you for duty or tax on our parcel, please don't pay it. Email us at support@heerogems.com and we will sort it out.
5. Courier, tracking and insurance
We ship with trusted express couriers, DHL and FedEx. Every parcel is tracked and insured. As soon as your order ships, we email you the tracking number so you can follow it to your door.
6. Shipping address
Please check your address carefully at checkout. If you need to change it, email us before your order is dispatched. Once a parcel has shipped, we may not be able to change the address.
7. Tracking says "Delivered" but you don't have it
We are responsible for your order until it is delivered to you. If tracking shows "Delivered" but you haven't received your parcel:
- check with neighbours, your building's reception or mailroom, and any safe place the courier may have used;
- then email support@heerogems.com within 7 days of the delivery date with your order number.
We will open an investigation with the courier, keep you updated and work with you on a fair resolution. Because every parcel is insured, a parcel confirmed lost in transit will be replaced or refunded.
8. Damaged or wrong item
Please record an unboxing video from the sealed parcel to the end, in one continuous take. If anything arrives damaged or wrong, email us within 7 days of delivery with the video and clear photos. See our Return & Refund Policy.
Questions?
Email support@heerogems.com with your order number.