Frequently Asked Questions

1. Materials

All our jewelry products are made from 316L Surgical Grade Stainless Steel.

Some products have a Gold finish option. 18K gold products are plated with real 18K yellow gold. We use a high quality electroplating process that means it doesn't rub or flake away easily. 

For graphical products, a shatterproof liquid glass-like material is applied, creating a clear dome.

We do not use any paper or stickers to place designs onto our products!

2. Allergies

316L stainless steel is low reaction, with minimum nickel content.

For peace of mind, customers sensitive to nickel can pick a product that's finished with 14K or 18K Gold, as these don't react.

3. Care Advice

It's fine to get our jewelry wet. Wear it in the shower or while swimming, just make sure to dry it afterward.

If the item becomes dirty or tarnishes in some way, clean it using plain soap and water - drying with a soft cloth.

Before storing the item, make sure it's fully dry and is not stored in a moist environment. When storing, avoid storing it mixed amongst other jewelry, as the tarnish on those pieces may spread and damage the item.

While wearing, avoid exposure to chemicals (including cleaning agents), and avoid wearing in environments where the item may be knocked.

4. How long are shipping times?

Depending on the products, most of them will ship within 1 to 3 business days of your order, and then take up to 3 to 5 business days to reach your doorstep. Each product at HeartQ has an estimated delivery time that you can find in the product description.

5. What's your return policy? 

Instead of returning items, you can contact us for a replacement within 60 days. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a pic, and we’ll give replace a new one. Then, if possible, you can donate your product to a local charity or recycle it.

6. Can I cancel my order? 

Cancellations are possible within 8 hours before the order is sync with my production vendor's system.

7. What happens if I receive the wrong item?  

If there’s an issue with your order -- if it’s the wrong item, wrong color, defective, or otherwise not exactly what you wanted -- then simply notify us, and we’ll arrange a replacement. You won’t be asked to ship the product back to us.

8. Do you offer exchanges? 

We do not offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know and we’ll get you a new one.