Return & Exchange Policy

At Hé Mò, each piece is meticulously handcrafted with care and attention to detail. Once the order has been placed, we will begin crafting your unique piece. We want you to be completely satisfied with your purchase, and we strive to provide the best quality products. However, due to the nature of handmade jewelry, we have the following return and exchange policies:

1. Return & Exchange Eligibility

• Returns or exchanges are accepted within 7 days of receiving your order.
• Items must be unused, unworn, and in their original packaging to be eligible for a return or exchange. 
• Custom or personalized items cannot be returned or exchanged unless there is a defect or error on our part.

2. Non-Returnable Items

• Custom-made or personalized jewelry.
• Items that show signs of wear, damage, or alteration after delivery.
• Sale or discounted items (final sale).

3. Damaged or Defective Items

If you receive a defective or incorrect item, please contact us within 24 hours of delivery with clear photos of the issue. We will gladly offer a replacement or refund.

4. Return Process

1. Contact us at hemostudio2024@gmail.com or through our store’s contact page with your order number and reason for return.
2. We will provide you with return instructions and a return shipping address.
3. Once we receive and inspect the returned item, we will process your refund or exchange.
4. Refunds will be issued to the original payment method within 5-10 business days (processing times may vary by bank).

5. Shipping Costs

• Customers are responsible for return shipping costs unless the item is defective or an incorrect order was received.
• We recommend using a trackable shipping service for returns, as we are not responsible for lost or undelivered returns.

6. Cancellations & Order Changes

• Orders can only be canceled or modified within 24 hours of purchase, as we begin crafting your piece shortly after.

If you have any questions about our return policy, feel free to contact us at hemostudio2024@gmail.com. We appreciate your support and understanding! 💚

 

Shipping Policy

Thank you for shopping with us! Below you'll find all the details about our shipping process. If you have any questions, feel free to contact our customer support team.

Processing Time

All orders are processed within 15 business days. Because each piece is handcrafted and requires time to be made, the shipping time may be longer. Orders are not shipped or delivered on weekends or holidays. 

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or phone.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

Delivery delays can occasionally occur due to unforeseen circumstances, such as weather conditions or carrier delays.

Shipment to P.O. Boxes or APO/FPO Addresses

We currently do not ship to P.O. boxes or APO/FPO addresses. Please provide a physical address for shipping.

Shipment Confirmation & Order Tracking

Once your order has shipped, you will receive a Shipment Confirmation email with your tracking number(s). The tracking number will be active within 12 hours.

Customs, Duties, and Taxes

HEMO is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

HEMO is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Be sure to save all packaging materials and damaged goods before filing a claim.

International Shipping Policy

You may be charged import duties and taxes by your local customs authority when your parcel is received into your country. Duty rates vary depending on the value of the goods, what they are made of and where they are made. Importantly, all countries have different rules regarding this so we are unable to tell you exactly what duties you may be required to pay as this is determined on import by local customs officials. As you may be required to pay duties or import tax, it is your responsibility to make yourself aware of the duties that apply in your country in case you are charged to avoid any surprises.

PRE-ORDERS

Pre-orders will not be shipped prior to the estimated shipping date mentioned on the product page. Any non pre-order available items on your order will be shipped immediately and your pre-order will be sent in a separate parcel when it arrives. Please note, we are unable to give exact shipping dates for pre-orders other than the indicative time displayed on the product information page, however, we will make every effort to contact you if your order is going to be delayed.

Please note, we are not able to cancel any orders for pre-order styles unless stated otherwise. In some cases we may, in our discretion, allow a short time frame for cancellation of pre-orders.

CUSTOMS HOLDS

Estimated delivery times do not include customs delays or holds. In the unlikely event that you have not received your parcel within a delivery time estimated above and you have not been contacted regarding your delivery by one of our shipping couriers, please get in touch with us and we will investigate your delivery on your behalf.

EDITING ORDERS & ADDRESSES

Changes to items on orders, shipping addresses or names are not possible once an order has been processed. Please check your billing and shipping information carefully before you place your order as our dispatch team processes orders quickly.

Returns Policy

Please refer to our [Return & Refund Policy] for detailed information on returns.