Customer
Support

We are available to answer any inquiries from Monday to Friday from 9am-4pm AST.

general inquiries / info@hernanherdez.com

customer service / help@hernanherdez.com

press / press@hernanherdez.com

wholesale / wholesale@hernanherdez.com

order processing

In-stock pieces will be processed and shipped within 2-3 business days. Made to order jewelry will take 5-6 weeks to be crafted and shipped.

shipping

We offer USPS for domestic shipments and FedEx for domestic and international shipments. Customers are responsible for choosing their preferred carrier at checkout.

All orders are shipped from Puerto Rico, not New York. (Only production is in NYC)

*Signature upon delivery is not required, therefore we are not responsible for any lost or stolen packages after they appear as delivered.

international duties, taxes & fees

Customs fees, duties or taxes are NOT calculated at checkout. Before ordering, we suggest you verify your country’s import fees to have an estimate of the amount to be paid in order to receive the package.

The customer is responsible for paying any additional fees required by their country to receive the package.

Returned packages due to unpaid customs fees, duties or taxes will be automatically refunded and a 30% restocking fee will be deducted along with any additional charges made by the carrier. Shipping is non-refundable.

If the customer requests re-delivery, a new order should be placed.

returns

Hernán Herdez offers a 14-day return and exchange policy from the delivery date on eligible items.

Bespoke, fine pieces and sale items are considered final sale and cannot be returned, exchanged or returned for store credit.

To ensure eligibility, products have to be unused, in excellent condition and in their original packaging. The company can refuse the right to refund if the jewelry doesn’t meet our return criteria.

Restocking fees will apply as follows:

0% on exchanges, manufacture damages or fitting issues associated with the length of the ear lobe
10% on all returns
15% returns without original packaging
30% returns without prior notification via email

Customers should be aware that parcels returned after the specified time frame will be declined and sent back to the sender.

All returns are shipped to Puerto Rico, not New York. (Only production is in NYC)

The sender is solely responsible for covering the costs and insurance associated with the return of the products.

exchanges

If exchanging an item, please proceed with the return and place a new order. The restocking fee will be waived for exchanges.

We do not provide return shipping labels for domestic or international orders unless you receive a damaged item.

Damages should be notified within 24 hours after the package appears as delivered and must include pictures of the damage.

sales & promotions policy

All items purchased on sale are final. No returns, exchanges, credits or refunds will apply to items on sale. No exceptions.

Please make sure to have your correct size and/or material since we’re unable to offer any returns, exchanges, credits or refunds.

Delayed orders are no exception for this final sale policy.

Current promotions cannot be applied to previous orders.

Sales cannot be combined with other promo codes.

cancellations

You have 24 hours from the time of purchase to cancel your order.

Hernán Herdez will refuse the right to cancel orders after the established time frame since orders are sent to production and/or the shipping department 24 hours after the order is received.

If you have a specific delivery time frame for a special occasion, please notify it prior to placing your order, as we may be able to accommodate deliveries for an additional fee.

how to return

1) Email info@hernanherdez.com with subject line” “Return + Order #” and attach photos if applicable.

2) Returns must be placed within 14 days after delivery to receive a refund. We’ll not be able to accept returns after the established timeframe.

3) After we receive your return, please allow 3 to 4 days while we carefully inspect it and process the refund. Original shipping is non-refundable.

The customer is responsible for the return shipping cost and insurance. We are not responsible for any lost packages during the return process. We highly recommend that you insure your package.

The below will only apply to all jewelry bought directly through hernanherdez.com.

If the jewelry was bought through another retailer, please contact them directly. Unfortunately, we are unable to accommodate repair requests for items purchased from other retailers.

warranty

We offer a four-month warranty that covers the cost of all repairs under normal wear. However, if pieces are noticeably worn, or show improper care, repairs will be performed at cost. Missing gems will be replaced for an additional cost.

Customers are responsible for shipping costs both ways.

Not considered damage:
Plating discolorations due to usage on plated brass or vermeil.
Oxidation due to unusage or lack of maintenance on sterling silver and brass.
Scratches on metal due to usage.

repairs

We are happy to accommodate any repairs outside of warranty. Please email info@hernanherdez.com so we can quote accordingly.

We are not responsible for repairs performed outside of our production team.