SHIPPING & RETURNS
Returns and Exchanges:
We offer a 5-day money-back guarantee on all jewelry purchased as is minus a 20% re-stocking fee of purchase price. You will have 5 business days from the time you sign for your package to review your purchase and return it in its original condition with all its contents, or exchange it. All original tags must stay on the item and the item be un-worn.
You MUST contact us for all items returned. We will provide you with a return shipping label that is fully insured. Items not returned with our label are NOT insured, and if lost, cannot be recovered.
Please return in the original package and non damaged item with a tracking # back to Heaven Culture Jewelry to:
Heaven Culture Jewelry
ATTN: Bertan Yemenian
706 S. Hill St. Suite # 610
Los Angeles CA. 90014
Refunds do not apply to jewelry that has been customized, or jewelry purchased using our Payment Plan. No returns for Custom orders however there are many opportunities along the way during the process of a custom order to identify a problem or cancer and remedy it asap.
Important Note: If we agree to make something and it is not what you signed off on (meaning, we did something incorrectly), then any we will always fix any mistake made free-of-charge. However, this is extremely rare, as we involve you throughout the entire creation process and you approve each step of the way before we go to the next step.
Eternity style rings or bands are considered custom. Personal engraved rings are considered custom. Fees are waived for exchanges. For these items, although they are not eligible for refund or exchange, if upon receipt you have any concerns, contact us. We'll do everything we can to make you happy!
Please note we cannot refund and exchange:
- Earrings for hygiene reasons.
- Items that have been worn.
- Custom or personalized orders.
- Bulk orders and items on sale.
- Eternity style rings or bands (which are considered custom and very difficult and expensive to re-size after they are custom-made).
- Personal engraved rings and other engraved items (as engraving leaves a permanent mark, these are considered custom)
We will work with you to find a suitable solution to all other issues you may have.
All refunds will be processed within 2-3 weeks and done in the form of the original purchase method. Bank wires will be refunded via company check.
What if I don't order the correct ring size?
We offer ring resizing for 5 days after your purchase. Even better, we'll send the newly-resized ring back to you, for the cost of a $25 re-sizing fee.
Important Note: If we make your ring correctly to the size you ordered and it does not fit, the re-sizing fee is $25. However, if the ring we made is not the correct size you ordered, the re-sizing fee is absolutely free!
Please note that eternity bands and tension rings cannot be resized and must be completely remanufactured. These are almost never re-sizable since diamonds go all the way around on an eternity band, it’s impossible to re-size without distorting the design. For this reason, there is a $200 re-sizing fee for eternity bands and tension rings.
As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
If your order is in stock (and does not require to be custom-made) and process the charges to your credit card, it will ship within five business days and from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the email address your provide when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@HeavenCultureFashion.com
Please inspect the packing of your item(s) when they arrive. If you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to support@HeavenCultureFashion.com and we will process an insurance claim on your behalf.
Cancellations and Refunds:
All orders cancelled after 5 days are subject to a 20% re-stocking fee, whether or not the order has shipped. If your order has shipped, you the buyer will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you used when placing your order.
No refunds on "Free Just Pay Shipping" items.
However, we do allow items that have been un-used/not-worn to be exchanged within 5 days of purchase. You will be responsible for paying for your own shipping costs for returning and exchanging your item.
Our policy lasts 5 days. If 5 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Bikini's, make-up, lipgloss, earrings and any items that have been worn or used. We also do not accept products that are intimate (such as lingerie, panties, bra's and swimsuits) or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Clothing with obvious signs of use
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Make-up, make-up brushes or toiletries that have been opened
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 5 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@HeavenCultureFashion.com / (424) 354-3391 <p><p>Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email support@HeavenCultureFashion.com and send your item to:
Heaven Culture Jewelry, 706 S. Hill St, Ste #607, Los Angeles, CA 90014 ATTN: Bertan Yemenian
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
Heaven Culture Jewelry, 706 S. Hill St, Ste #610, Los Angeles, CA 90014 ATTN: Bertan Yemenian
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.