Customer Service

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/returns

REPAIR POLICY

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. Repairs may take 1-3 weeks.

RETURN POLICY

Hortense Jewelry takes great pride in her products and hope you're delighted with your purchase. Just as you are a special customer, all of our pieces are handmade to order in our studio in Los Angeles, please consider this when you make your purchase. Thank you 

Returns and exchanges are accepted until 6 days after the item is received. Refunds will be issued in the form of store credit or exchanges.  Some exclusions may apply, please reach out to: hortense@hortensejewelry.com with any questions or concerns.

 Some items are not eligible for a store credit or exchange. Some of our bracelets such as the Tennis, the Spaghetti bangles and a few more bracelets and rings and necklaces are not eligible for an exchange or a store credit. Please contact us if you have any question about the non eligible items before your purchase. 

Items must be in their original, brand new condition, showing no signs of having been worn or used. Hortense Jewelry does not apply store credit or exchange on items that are lost or damaged in transit back to our studio - please be sure to package your items with extra padding and to include secure tracking information and insurance for your own protection.

Items purchased during our sale and Black Friday/Cyber Monday are considered discounted items and are not eligible for exchange or store credit.

Engraved items are not eligible for exchange or returns. Custom pieces such as engraved pieces or specific sizes pieces are not eligible for returns, store credit or exchange.

We do not refund cost of shipping for a return or exchange.* Some exclusions may apply. Shipping Time Frame

For Christmas deliveries, Mother's day and Valentine's day we produce orders as fast as possible, we always add a cut-off schedule on the front page of our website:). Please send us an email at anytime if you need your order asap. We will always be here to help you. 

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). Please allow 4 to 6 weeks for some items such as our Tennis bracelets if these are not in stock.

SHIPPING COST

The shipping is Free for now and is on us, enjoy while it last:).

We offer a flat rate of $7 for all the United States. A signature will be required since we are sending solid gold. All our packages are shipped via USPS and we do not charge for shipping. However if you need to receive your package via UPS or Fedex we will have to charge. Please send us an email. Thank you

INTERNATIONAL ORDER

Please contact us at hortense@hortensejewelry.com if you have any question.

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.