Return & Shipping Policy
100% CUSTOMER SATISFACTION
We at Heller Jewelers believe in 100% satisfaction.
Free Overnight Shipping on any Purchase.
OUR SHIPPING PARTNERS
FedEx OVERNIGHT: Arrives next business day after shipping from Heller Jewelers.
SHIPPING TO ALTERNATE ADDRESSES
Each Heller Jewelers shipment is fully insured and will require a signature upon delivery. Since a signature is required, orders may be delivered to your place of work or another more convenient destination. In order to protect our clients against fraud, these alternate addresses need to be confirmed with your credit card or financing institution. To help expedite your order, simply call your issuing bank and provide them with your alternate address.
SIGNATURE REQUIREMENTS FOR DELIVERY
We require an adult signature for delivery.
WHEN WILL MY ORDER SHIP?
Most in-stock items ship in 2-7 business days. Please check with us by phone and have your order number ready to verify that the items you wish to purchase are in stock. The time required to ship Back-ordered or made-to-order items varies according to the manufacturer. Note that your payment and shipping address will need to be verified and the time required to do so may vary. If you send a check or wire we must wait for it to clear our bank, which will take 14 business days from the date the funds reach our account.
DO I HAVE TO PAY SALES TAX ON MY ORDER?
Heller Jewelers will collect sales tax on all in-state orders based on the tax rate of the shipping address.
HOW DO I RETURN AN ITEM?
Simply call (925) 904-0200 to obtain the RA# and then securely package your item(s). Ship your item to the following address: Heller 6000 Bollinger Canyon Rd. # 1506 San Ramon, CA 94583 (Please do not put Heller Jewelers on the package.)
RETURNS & EXCHANGES*
If you are not completely satisfied —for any reason —you may receive a full refund within 14 days of purchase date, as long as the merchandise is in its original condition and has not been worn or worked on by any other jeweler outside of Heller Jewelers. You may also exchange the merchandise for a full credit towards another purchase. *Special orders are not refundable. Contact our Customer Service department at 925-904-0200. Advise the representative that you wish to return your order. Once you receive your Return Authorization Number (RA#), place your item in its original box and include everything that was included when you received it. Carefully and securely package it and take it to the nearest Post Office. Insure your item for its full retail value, and simply mail it back to us registered mail. All refunds will be processed within two weeks and issued in the same payment method as the original purchase. Bank wires will be refunded by company check. IMPORTANT: Please do not ship any package to Heller Jewelers without first obtaining a valid RA#, and insuring it for the total retail value. Please call (925) 904-0200 to obtain an RA #.
RETURN POLICY EXCEPTIONS
The only exception to our return policy is for items that are custom made for the wearer, which is known as a "Special Order" Such items include eternity bands and designer mountings. A Special Order is any item not currently "in stock" that is ordered per your request. If you are not completely satisfied -for any reason -you may receive a full refund within 14 days of purchase date, as long as the merchandise is in its original condition and has not been worn or worked on by any other jeweler outside of Heller Jewelers. You may also exchange the merchandise for a full credit towards another purchase. For online purchases, Heller Jewelers accepts returns 14 days from the date of delivery. Before sending the item back, you must obtain a pre-approved Refund Authorization number (RA#) and include this number with your item. To begin the process, please call 925-904-0200 to obtain authorization for your package, as returns will not be accepted without them. After obtaining the RA #, securely package, and ship the item back to us. Please address the package to:
6000 BOLLINGER CANYON RD. #1506 SAN RAMON, CA 94583