FAQ's

Custom Orders

Generally speaking custom orders take 4-6 weeks to complete. If you have an urgent occasion we can work on a shorter time with a rush fee.

We are unable to accept returns for anything custom made and require a deposit to make and order the raw materials.

If you receive your item and are unhappy for any reason, please refer to our Happiness Guarantee.

Once your jewelry is complete we can arrange a pickup at our studio or we can send secure, signature required overnight shipping.

If you can dream it, we can build it! We'll work with you to build what you dreaming of.

Yes, we can create pieces made with lab grown or natural - whatever you prefer! We do not work with synthetic stones.

Custom orders generally take 4 weeks once we have an approved CAD design or wax model. You will receive updates at each step and can email for a status update at any time by emailing hello@her-haus.com.

Loose Stones

Stones usually ship 3-7 days after your order is placed. you will immediately receive a confirmation and then tracking when it ships.

We are unable to accept refunds for any loose stones once delivered.

For natural stones, all sales are final sale.

For lab grown diamonds, a 30% restocking fee plus shipping and processing can be applied for exchanges within 14 days.

If you receive your item and are unhappy for any reason, please refer to our Happiness Guarantee.

You'll receive tracking 3-7 days after you place your order. You may request overnight or accelerated shipping at checkout.

You can shop natural or lab grown diamonds, as well as fancy colored diamonds and natural gemstones.

Yes, we sell both lab grown and natural - whatever you prefer! We do not sell synthetic stones.

Drops & In stock Gems

Stones usually ship 3-7 days after your order is placed. You will immediately receive a confirmation and then tracking when it ships.

We are unable to accept refunds for any loose stones once delivered.

For natural stones, all sales are final sale.

For lab grown diamonds, a 30% restocking fee plus shipping and processing can be applied for exchanges within 14 days.

If you receive your item and are unhappy for any reason, please refer to our Happiness Guarantee.

You'll receive tracking 3-7 days after you place your order. You may request overnight or accelerated shipping at checkout.

Yes, you can shop natural or lab grown diamonds, as well as fancy colored diamonds and natural gemstones.

Made to order

You will immediately receive a confirmation upon order and then tracking when it ships. Made to order pieces are between 2 to 4 weeks to produce and ship. If you have any issue or questions about your order, please email hello@her-haus.com.

If you email us to cancel your order within 24 hours, we will process a full refund.

After 24 hours the stone sourcing and manufacturing process has begun and refunds are not permitted.

If you receive your item and are unhappy for any reason, please refer to our Happiness Guarantee.

You'll receive your full insured tracking via email. You may request overnight or accelerated shipping at checkout. If you do not see a suitable shipping option, please email us hello@her-haus.com.

☺︎ Happiness Guarantee

We want you to be thrilled with your purchase and confident in the quality of our craftsmanship.

If you are not completely satisfied with your jewelry, please contact us within 7 days of delivery. Our priority is to find a solution that works for you, which may include resizing, repair, modification, exchange, or store credit.

Because our pieces are high-value and often made to order, we do not offer refunds. We are committed to working with you to resolve any concerns and ensure you are satisfied with your purchase through the options outlined above.

We stand behind the quality and craftsmanship of every piece we sell. If there is a manufacturing defect or workmanship issue, we will repair, replace, or otherwise remedy the issue at our discretion.

If you have any issue or questions about your order, please email hello@her-haus.com.

Items approved for return must:

Be returned within the approved return window
Be in original, unworn condition
Include all original packaging, certificates, and documentation
Show no signs of damage, alteration, resizing, or misuse after delivery

We reserve the right to deny returns that do not meet these requirements.

The following are not eligible for return, exchange, store credit, or refund unless required by law:

Custom, personalized, engraved, or made-to-order items
Special-order gemstones
Final sale items
Completed sizing, modification, or repair services
Items altered by anyone other than us
Loss, theft, or damage after delivery

Shipping charges, insurance fees, duties, taxes, customs charges, and other third-party costs are non-refundable.

Customers are responsible for approved return shipping and insurance costs unless otherwise agreed in writing.

We strongly recommend insuring return shipments for their full replacement value. We are not responsible for items lost, stolen, or damaged during return transit.

We reserve the right to refuse service, limit returns, deny refunds, or close accounts where we believe a customer is abusing our policies, engaging in fraudulent activity, or making excessive return requests.