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Customer Service
A Hearts Desire Jewelers customer service goal is simple: We are committed to providing our customers total satisfaction, Every time, Guaranteed. Contact us at help@heartdesire.us or call 423-420-1780 anytime.
Please feel free to drop us a line to share your thoughts on the site, all comments welcome.
If you have paid using the wire transfer method, we will issue a company check for your refund. The credit will be issued to you within five days of receiving the return. We do not accept returns if another jeweler has altered the item or if it shows obvious signs of wear. Keep in mind some eternity style rings and patterned wedding bands are impossible to reside so be sure to confirm your size before ordering. We consider these to be special orders and they are not returnable.
FOR ALL RETURNS and Ring Resizing - Please call us at 423-420-1780, to receive a Return Authorization Code. You must have this code to return any item.
Please review the steps below when returning your item:
1. Place the item back in its original packaging. Be sure to include the certification and appraisal paperwork. (Important note: Failure to return these documents may result in a (fee of up to $250.)
2. Call 423-420-1780 for a Return Authorization Code (RMA). Once you receive this code, write it on the label marked "return" on the bottom of your invoice. Then, cut out the label and tape it on the outside of the box in which you are returning the item.
3. Check the list price of your item on your original invoice, then choose the appropriate option below:
* If the list price of the item is less than $500: Ship the item back to us via any carrier you choose. For your protection, insure the package and request confirmation that the package has been received. Hearts Desire Jewelers are not responsible for the loss or damage of any items being returned to us.
* If the list price of the item is more than $500: You must return the package to us via U.S. Postal Service Registered Mail, since FedEx and UPS will not provide insurance on items worth $500 or more. For your protection, insure the package and request confirmation that the package has been received. Hearts Desire Jewelers is not responsible for the loss or damage of any items being returned to us.
* Please be sure to include your name and order number with the return.
Once Hearts Desire Jewelers has received the returned item, we will examine the item and notify you via e-mail of the status of your return request. In most cases, this notification will arrive within five business days.
Please note: We will not accept items that are unauthorized, packaged incorrectly or improperly insured. These items will be returned to you. Additionally, we will not accept the return of any item that has been damaged, engraved, re-sized or otherwise altered by a third party.
To obtain the status of an order, enter the confirmation number and click Go!.
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