Customer Service

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/returns

Repair: 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: Hortense Jewelry takes great pride in her products and hope you're delighted with your purchase. Just as you are a special customer, most of our pieces are handmade to order, please consider this when you make your purchase. Most of our items are not eligible for returns such as rings, customized pieces, long chains or shorter chains such as 15" or 14" or even shorter and our Tennis bracelets, our Spaghettis bangle bracelets. We will accept to issue a store credit for some other items if you are not happy with your purchase and we will need to receive an email within 3 days of your order's receipt. All made to order pieces will be subject to a 20% restocking fee.

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). please allow 6 weeks for some items such as our Tennis bracelet or necklace.

Shipping cost

We offer a flat rate of $5 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 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.