FAQs

Ordering & personalization

How do I personalize my piece? Enter your names, dates, or message in the fields on the product page before adding to cart. What you type is what we make — please double-check spelling, because we print it exactly as entered.

Can I preview it before it's made? You'll see your text confirmed in your cart and on your order confirmation. Please double-check spelling before you check out — we engrave exactly what's entered.

How many characters can I fit? Each product lists its own limit beside the input field. Shorter is usually better — a few words engraved well beat a paragraph squeezed small.

Can I change my order after checkout? Within 6 hours, yes — email us straight away. After that it's likely in production. See our Refund & Return policy

Does the price show up in the box? No. There's never a receipt or price in the parcel, so you can ship straight to the recipient.

 

Shipping & delivery

Where do you ship from? The USA. Every piece is made and dispatched there.

How long will it take? Production takes 2–5 business days, then shipping is 3–7 business days within the USA and 7–15 business days internationally. Personalized work can't be rushed — the production time is real, not padding.

Will I get tracking? Yes, by email as soon as your parcel leaves us. Check your spam folder if it hasn't appeared.

Do you ship internationally? Yes — to most countries. Import duties or VAT may be charged on arrival and are the customer's responsibility. These are set by your country, not by us, and we can't predict or refund them.

Can I order for a specific date? Order at least 3 weeks ahead for a birthday, anniversary, or Christmas. We can't guarantee dates, and December is slower everywhere.

The jewelry itself

Will it tarnish or turn my skin green? Our pieces are designed for everyday wear. Follow the care instructions and they'll stay bright.

How does it arrive? In a gift-ready box with the message card, ready to give as-is. No pricing is included in the parcel.

Everything else

Is my payment secure? Yes. Checkout runs on Shopify's encrypted payment system. We never see or store your card details.

Something arrived damaged. We'll replace it free. Email heartmementos@gmail.com with a photo and your order number.

How do I contact you? heartmementos@gmail.com — we reply within 2 business days