We understand that jewelry is very personal and looks and feels different for everyone. In case you are not completely satisfied with your purchase, you can return or exchange your order (subject to stock availability) within 14 days after receipt.

Returns only apply to unworn items, in their original packaging, with labels attached and in their original condition.

Please note that custom, engraved and made-to-order products as well as gift packaging are not eligible for return.

You can expect your refund to be processed within 10 business days or fewer, after our returns department receives the returned item.

If you would like to start a return, please click: REQUEST RETURN

Shipments that are received to an address we have not specified during our return process are not accepted or processed and, therefore, not refunded. 

We do not process any returns at our legal address in the imprint (i.e. Torstrasse). Any shipment to that address will be automatically sent back to the sender.

In case, we receive a return that does not meet our return requirements (e.g. worn or damaged products), we will propose to ship it back at your own cost. 

In case the jewelry is sent back without the corresponding jewelry box and gift box, we deduct 7 EUR each to cover those costs.

In case you return items without the corresponding jewelry box and/or gift box, we deduct 7 EUR each to cover the costs.

Returns within Germany: 

For sustainability reasons we are not able to offer free return shipping. Our one-time return shipping costs of 6,90 EUR (within Germany) will be automatically deducted from your return.

Returns outside Germany: 

The customer is in charge for the shipping and pays for the shipping cost of the return outside of Germany. We kindly ask you to send the parcel using a delivery service that insures you of the goods' value. As soon as we receive your request for return, we will provide you with the relevant shipping address.

If you purchased multiple items and wish to return one of them, you may be able to keep the gift as long as you still meet the requirements for the gift. If you purchased only one item and need to return it, we kindly ask that you also return the gift received with the purchase. If you would like to keep the gift, or if it has already been worn or used, a fee based on the value of the item will be deducted from your refund. If the requirements for the gift are no longer met (for example, if the order value after the return falls below the minimum amount required to qualify for the gift), and the gift is not returned, the value of the gifted product will be deducted from your refund. If you would like to exchange one or more items from your order, our customer support team will be happy to help you find a suitable alternative so you can continue to enjoy your complimentary gift.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 48 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

At this time, we’re unable to make changes or edits to orders once they have been placed. This includes updates to the shipping address or payment information.

Please make sure to carefully review all details before completing your order.

Unfortunately, we’re unable to update the shipping address once an order has been placed. If your order is returned to us, we’ll be happy to either resend it to the correct address or issue a refund.

Orders are prepared with great care and begin processing immediately, which means cancellations are not possible once an order has been placed.

After delivery, eligible items may be returned in line with our return policy.

Custom-made and personalized pieces are final sale and cannot be returned.

Delivery

Shipping costs

Estimated delivery time

Germany: 4,90 EUR (free from 100 EUR), DHL/UPS: 1-3 days

Switzerland, UK: 15,90 EUR (free from 200 EUR), DHL/UPS: 2-4 days

EU: 9,90 EUR (free from 150 EUR), DHL/UPS: 3-5 days

Rest of the World: 26,90 EUR (free from 250 EUR), DHL/UPS: 5-10 days

Delivery time

Estimated delivery times are in addition to processing times. Orders are typically processed within 1-3 business days. The delivery time is depending on your destination.

Duties and taxes

For all countries outside of the European Union, delivery is made on a DDU basis (Delivery Duty Unpaid). This means the recipient will be liable for any local sales taxes or import duties which may be charged on the purchase. These further costs shall be borne by the customer. For more information, please contact your local customs office. 

Lost packages

At heroyne we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team via the chat with your order number and any relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team via the chat within 48 hours of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.