FAQ
Returns and exchanges
Hortense takes great pride in her products and hopes you're delighted with your purchase. Just as you are a special customer, your order is a special one.
Each order is a special custom order. Therefore, we do not accept returns, provide refunds or store credits. Thank you for your understanding.
Packaging
If you order more than one item, please send us an email to let us know if you need a special pretty pouch for each item. Thank you so much.
Repairs
Please email us at: hortense@hortensejewelry.com to request a return authorization number. We do not accept packages without a return authorization number. Please send your package with a tracking number. We won't be responsible if your package gets lost by UPS or USPS or any other way of delivery... during any transit. Customers are responsible for shipping cost both ways.
Shipping Time Frame
Just as you are a special customer, your order is a special one. Therefore, please allow 2 to 4 weeks for delivery on all jewelry except for the jewelry in the category "Ready to Ship", please allow between 1 to 2 weeks depending on where we need to ship the item(s).
Shipping cost
We offer a flat rate of $15 for all the United States. A signature will be required since we are sending solid gold.
International orders
Please contact us at hortense@hortensejewelry.com
All international buyers are responsible for any taxes, customs and duties that may be assessed by their government.
Sizing
If you are not sure about the size of your wrist, we recommend to measure one of your bracelet at home or measure your wrist with a peace of paper. Wrap it around your wrist then measure the length of the paper.