Frequently
Asked Questions
Products & Materials
Our pieces primarily feature a signature combination of polymer clay and .925 sterling silver. We also thoughtfully incorporate sustainable wood and artisanal ceramics in select pieces. All materials are carefully chosen for both their aesthetic quality and durability.
Yes, our pieces are designed and crafted for daily wear. While they make a sophisticated statement, they are engineered to be lightweight and comfortable for long-term wear in professional settings.
Each limited edition collection is produced in small batches, typically 5-10 pieces per design. Once a limited edition sells out, that exact design will not be reproduced, ensuring the uniqueness of your piece.
Yes, we use hypoallergenic materials including .925 sterling silver for all metal components that come in contact with skin. Our polymer clay is also non-reactive and suitable for sensitive skin.
Client Services
Styling consultations can be booked through our website or by contacting our client services team. We offer both virtual and in-person appointments.
Our private appointments include:
- Personal styling consultation
- Exclusive preview of new pieces
- Champagne reception
- Opportunity to try on current collections
Yes, we provide:
- Complimentary cleaning
- Professional repairs
- Resizing services
- Regular maintenance checks
Yes, we accept a limited number of bespoke commissions each year. Contact our client services team to discuss your vision.
Our team works quickly so we can get your orders out to you as soon as possible! Please reach out to shop@heloise.jewelry within an hour of placing your order. If an order has already been processed, any cancellation requests cannot be granted.
Care Instructions
Store your pieces individually in their original boxes or soft pouches to prevent scratching. Keep them away from direct sunlight and extreme temperatures.
For routine cleaning:
- Use a soft, dry cloth to gently wipe the pieces
- For sterling silver components, use a professional silver polishing cloth
- Avoid exposure to chemicals, including perfumes and cosmetics
- Do not submerge in water
We recommend removing your Héloïse pieces before showering, swimming, or engaging in activities where they might be exposed to water or chemicals.
Yes, we offer complimentary professional cleaning for all Héloïse pieces. Contact our client services team to schedule a cleaning.
Orders
We currently accept all major credit and debit cards, international credit/debit cards, Google Pay, and Apple Pay.
Unfortunately, we are only able to accept one payment method per transaction.
Shipping
Domestic (US) orders take 3-5 business days. Please note that shipping times may vary during peak seasons or due to unforeseen circumstances.
We do ship internationally! To get a quote, please finish adding items to your shopping bag and enter your postal code and region into the quote finder to see a complete quote on shipping fees to your address. mport duties and taxes may apply according to local regulations.
Each piece comes in our signature box with a certificate of authenticity, care instructions, and a soft storage pouch. Gift wrapping is available upon request.
Our team works quickly so we can get your orders out to you as soon as possible! Please reach out to shop@heloise.jewelry within an hour of placing your order. If an order has already been processed, any cancellation requests cannot be granted.
Returns & Exchanges
We want you to love your pieces. If something isn’t quite right, we offer hassle-free returns and exchanges within 14 days of receiving your order.
How to Return or Exchange:
- Contact Us for a Return Authorization: Email us at shop@heloise.jewelry with your order number and reason for return/exchange. We’ll provide a return authorization number and instructions for mailing your item back to us.
- Ship Your Return: Carefully pack your unworn, undamaged item in its original packaging (if possible) and include the return authorization slip.
- Return Processing: Once we receive your return, we’ll process it within 5-10 business days. You’ll receive confirmation email with refund details.
- Refunds Timeline: Refunds typically reflect in your account within 4-7 business days, depending on your financial institution.
Please Note:
- Returns must be postmarked within 7 days of receipt of your return authorization email.
- All return merchandise must be returned in its original condition, unworn, undamaged, and have all original tags attached in the original packaging.
- Items not in their original condition may not be eligible for a full refund. We’ll contact you to discuss options.
- Discounted items that are marked “final sale” are not eligible for return or exchange.
- Custom pieces are final sale. Limited edition pieces can be returned within our standard 14-day period if they remain unworn and in original condition.
- A standard $10 processing fee will be applied to domestic online returns and exchanges.
We offer exchanges for online domestic orders made via heloise.jewelry within 14 days of receiving your original order. To initiate an exchange, please email us at shop@heloise.jewelry.
- Custom pieces are final sale. Limited edition pieces can be exchanged within our standard 14-day period if they remain unworn and in original condition.
- Items must be unworn, undamaged, and have all original tags attached in the original packaging.
- A standard $10 processing fee will be applied to domestic online returns and exchanges.
- Exchanges will be processed based on the current selling price of the original item.
- If the exchange value is higher, the recipient will be responsible for covering the difference.
- If the exchange value is lower, a store credit will be issued for the remaining amount.
Gift Exchanges: We understand that Héloïse jewelry can be a thoughtful gift, and sometimes an exchange might be necessary to find the perfect piece. To initiate the exchange, the recipient will need to know the name of the person who purchased the gift (gift giver). The gift recipient should email us at shop@heloise.jewelry with the following information:
- Their name
- The gift giver’s name (if known)
- A brief description of the gifted item
- Reasoning for the exchange request
- Their desired exchange item (if known)
Other
The items listed are displayed with real-time accuracy for our site’s stock. It is rare that we restock items when they sell out, but if you sign up for a waitlist, we will notify you if an item is returned or another batch is added to our site.
Items at a certain discount are marked “final sale” and not eligible for return or exchange.
Can't find what you're looking for?
Contact Client Services
We’re available to assist you. Please email us at shop@heloise.jewelry, Monday—Friday, 10 AM—4 PM EST.