HERE FOR YOU!

We pride ourselves on our high-touch customer service. We want you to be absolutely over-the-moon-madly-in-love with your HART jewelry and work very hard to make that happen. To ensure satisfaction, we often text photos of the finished pieces to our customers of custom charm orders before we ship out their order to hear any feedback or requests for alterations ahead of delivery.

Here you will find all our FAQs and other fine print. If you have further questions, please contact our team in downtown Charleston, SC via email and include your order number if referencing an existing order.

OUR QUALITY

HART jewelry is the answer for those who want soulful, personalized, long-lasting jewelry, but aren’t ready to make the investment of solid gold. We employ the highest-quality standards for gold-plated manufacturing and materials to ensure that HART jewelry resists tarnishing with proper care. We partner with responsible manufacturers to plate in a sustainable manner using recycled gold and strict environmental standards to reduce impact.

The love and attention that go into creating each piece are what we're known for. The quality of our jewelry emanates the energy and care we put into creating each piece. From designing and assembling in downtown Charleston, SC, to using recycled gold, sourcing materials from trusted suppliers, and working with ethical factories, our pieces will be a focal point of your jewelry rotation for years.

GOLD JEWELRY QUALITY & CARE
CUSTOM CHARM JEWELRY
DISCOUNTS
EXCHANGES & RETURNS

GOLD JEWELRY QUALITY & CARE

Our charms are hand-crafted with quality brass before being plated with recycled gold. We use a pure gold plating bath to achieve our signature 18K color. While the industry standard is a cheap shortcut—20 mils thickness + ‘e-coat’ (a clear lacquer-like varnish to seal the gold color)—we forgo e-coat and use 80 mils of gold thickness instead. This substantial approach means our jewelry looks and feels more like real gold, and will develop a lovely patina over time.

Our chains are premium gold-filled metal and proudly made in the USA. Gold-filled jewelry is incredibly durable due to a thick layer of gold with a strong bond between the gold and base metal. At least 5% of the total weight is pure gold.

Our gold jewelry is nickel and lead free and is designed with sensitive skin in mind.

Note: some people are extra sensitive and can only wear pure gold. If that's you, we cannot guarantee you won't have some sort of reaction.

Our hand-crafted pieces are designed and assembled in small batches in downtown Charleston, SC. Our gold-filled chains are made in Rhode Island. Our charms are handmade in responsible factories in Thailand and India. We proudly partner with the globe’s leading vendors to ensure ecologically responsible manufacturing (from solar energy to water treatment), fair wages, and quality working environments.

Because we're overachievers, we can proudly say that our charms are plated with 80 mils of gold—four times thicker than the industry standard. This ensures our jewelry is durable and long-lasting, so you can enjoy it for years. While it's not indestructible, with a bit of care (like avoiding water, sweat, and chemicals) your pieces will stay beautiful for years to come.

Our jewelry is not designed to be precious. Over time, it will develop patina, scratches, and character. It will age with you. And we think that’s beautiful.

HART jewelry is durable, but not indestructible like solid gold. If you wish to never, ever take off your HART jewelry, it will show signs of aging more quickly. But if you follow ‘proper care’ guidelines, it’ll be a staple for many, many years.

How does HART define ‘proper care’? Avoid the 4 S's as much as possible:

Do not Swim
Do not Shower
Do not Sweat
Do not Spray (lotion, perfume, tanning, sunscreen, etc.)

We recognize that these rules are a bit unrealistic for our active, fun-loving, gorgeous, stylish customers. Rocking your charm necklace to pilates or skinny-dipping every now and then is okay. If you do, be sure to clean your jewelry with our Cleaning Kit to remove abrasive chemicals.

*Science: did you know certain medications and one’s body chemistry can also lead to tarnishing? Of course, this is unavoidable, but it’s good to keep in mind.

Tarnishing

In most cases, tarnishing defects due to manufacturing error—although rare—will become evident almost immediately or within 6 months of normal wear. Our charms are individually plated by hand, so mistakes can happen. To get help within the six-month window, please email us a photo of your jewelry with your order number, and we’ll assess the issue.

After six months, tarnishing is considered normal wear and tear, but we still want to hear from you and see how we can help. If you are interested in having your piece re-plated, please reach out to us for more information.

Structural

In most cases, manufacturing defects - although rare - will become evident almost immediately or within a few weeks. Structural repairs (jump ring, chain or clasp breakage) and associated shipping fees are covered within the first three months after purchase. After three months, HART reserves the right to assess whether the damage was incurred due to improper care, and will advise purchasing our Alterations Bundle.

CUSTOM CHARM JEWELRY

If you need assistance with placement and styling, we offer virtual styling consultations with one of our assemblers. During your Zoom video call, you will choose your chain and charms to design your perfect piece. Book your complimentary virtual appointment here. Or, swing by one of our shops to work directly with a stylist to create your perfect HART piece.

You can also leave a note at checkout or email us if you’d like our team to send a photo of your custom charm piece prior to shipping to make sure you love your charm placement.

Let HART add them for you. Simply email us and we can assist you in mailing us your piece and include any instructions. We will mail you the updated piece within 5 business days.
DIY… You can purchase individual charms from our website. Each charm comes with a jumpring. You can add them yourself with jewelry pliers or take your necklace to a bead shop. However, we like to think we have mastered the art of the placement and do not recommend navigating the nuances of each charm / chain combination.
Pop on a charm with a Charm Clip.

We want you to be absolutely happy and love working with our customers to create the perfect piece.

WITHIN 14-DAYS OF PURCHASE

If you’d like to make alterations after 14 days of purchase, we are here to help! We want to make sure you are over the moon with your jewels. For example, if you’d like to move charms to a different chain, we can assist with the purchase of a new chain and our assembly team can help place your existing charms on your new necklace. Please reach out to our customer service team (support@shophart.com) to learn more about the process and how we can help!

OUTSIDE OF 14-DAY PURCHASE WINDOW

If you’d like to make alterations after 14 days of purchase, we are here to help! We want to make sure you are over the moon with your jewels. For example, if you’d like to move charms to a different chain, we can assist with the purchase of a new chain and our assembly team can help place your existing charms on your new necklace. Please reach out to our customer service team (support@shophart.com) to learn more about the process and how we can help!

Returns are accepted for non-sale item(s) within 14 days upon receipt. The customer is responsible for return shipping. Sale items are final sale – no exchanges or returns.

For custom-made jewelry, we charge a $25 fee for returns and alterations to cover our labor cost of assembly and disassembly. Once a return is processed, we will promptly refund your card.

HART - Returns/Exchanges
635 Rutledge Avenue
Suite 103
Charleston, SC 29403

The time it takes for your return or exchange to reach us may vary depending on your location. For items valued over $75, we recommend using a trackable shipping service, such as UPS or FedEx, or purchasing shipping insurance. Please note that shipping times are outside of our control and recommend you monitor your tracking info for delivery status! Additionally, HART does not provide replacements for items sent back for returns or exchanges.

DISCOUNTS

EXCHANGES & RETURNS

Returns are accepted for non-sale item(s) within 14 days upon receipt. An order number is required to process returns. Sale items are final sale – no exchanges or returns.

For custom-made jewelry, we charge a $25 fee for returns and alterations to cover our labor cost of assembly and disassembly. Once a return is processed, we will promptly refund your card.

Please mail returns to:

HART - Returns/Exchanges
635 Rutledge Avenue
Suite 103
Charleston, SC 29403

Exchanges for equal or greater value (no store credit) are accepted for non-sale item(s) within 14 days upon receipt. An order number is required to process exchanges.

Please mail exchanges to:

HART - Returns/Exchanges
635 Rutledge Avenue
Suite 103
Charleston, SC 29403

Not in a hurry: Choose "Free Shipping $100+ | USPS Ground Adv. | 6-12 Biz Days"

Not in a hurry for assembly time but don't want to risk shipping delays: Choose "Express Shipping | UPS 2-Day | 5-8 Biz Days"

Not in a hurry for assembly time but really don't want to risk shipping delays: Choose "Overnight Shipping | UPS 1-Day | 4-7 Biz Days"

In a rush for assembly and shipping: Choose "Express Assembly + Shipping | UPS 2-Day | 3-5 Biz Days"

Not messing around, period: Choose "Express Assembly + Overnight Shipping | UPS 1-Day | 2-4 Biz Days"

CARE | BEADED JEWELRY

HART's beaded jewelry is strong, but not indestructable due to materials like fragile glass beads and dainty tassels. Avoid banging your wrist against surfaces and tugging the tassels. Don't toss it into the bottom of your bag. Remove it before skinny-dipping or sweaty downward dogging.

CARE | Tassel Earrings

Our signature tassel earrings are handmade with silky rayon tassels. Do not get them wet, as water will loosen the bindings and kink-up the rayon.

We highly recommend storing them in our nifty travel cases to keep the tassels straight. If your tassels get unruly, you can gently straighten them out again under a warm hair dryer. Works like a charm!

TRAVEL CASE

Hart and Maria posting in laboratory at plating facility

REPLATING SERVICE

Let’s be real: if you literally never take off your jewelry to shower or sleep, it will expedite the inevitable tarnish that is inherent to all fashion jewelry, and you may want to consider solid gold instead.

If you treat your jewelry with care, it should last you decades. And, if you never take off or are hard on your jewelry, we invite you to use our re-plating service.

INQUIRE HERE