Need a hand? We want to help! If there's something we've not answered, e-mail us at customerservice@heartsandarrows.co.nz and we will respond within 48 hours.

Returns

We think you'll love our jewellery, but if for any reason you're unhappy with your purchase we will do our best to resolve the issue. We offer a 15-day Money Back Guarantee on almost all of our products. Returns and/or exchanges must be in original condition with original packaging, certificates, and tags still attached, and returned to our Auckland address within fifteen days of shipment. Please note the customer pays the return postage and insurance.

We do have a few exclusions. Change of Mind returns are not accepted for custom orders (including engagement rings by Penny Preville and Danhov), eternity bands, engraved items, GIA certificates, and any item where the product description specifies returns are not accepted (except when covered by the Consumer Guarantees Act). Exchanges are considered on a case-by-case basis.

We retain the right to refuse items that are damaged or show signs of wear, that have been altered or resized by a jeweller other than Hearts & Arrows, or show evidence of tampering or removal of the original tags. Returns without an Authorisation Code and improperly packaged or uninsured packages will also be refused upon receipt.

Consumer Guarantees Act

Unlike most other online jewellers, every item we sell is checked and packaged by us right here in our office in Auckland. This means we have very strict quality control. However, in the rare case where your item is incorrect or has a manufacturing defect, we will adhere to New Zealand's consumer protection laws as described in the 1993 Consumer Guarantees Act. This means if your purchase is faulty or not as described, we will repair it, replace it, or offer a refund. 

Our Return Process

To return an item to Hearts & Arrows, follow these three easy steps:

  1. Your Return Authorisation Code. E-mail customerservice@heartsandarrows.co.nzPlease provide your order number, reason for return, and as much supporting information as possible. You will be given a Return Authorization Code to include with your order.

  2. Packing Your Return. Please package your return carefully and discreetly and include all original packaging and collateral material. For security reasons, do not write Hearts & Arrows or any description of the item anywhere on the outside of the package. Please be sure to insure your parcel and request Signature Confirmation; Hearts & Arrows will not be held responsible for any loss or damages occurring during shipping, or resulting from non-adherence to our shipping guidelines.

  3. We Do The Rest. Once your returned item is received and accepted, our Quality Assurance department will review the returned item. If your return is accepted, we will promptly refund your money via your original payment method. 

Shipping

We offer FREE SHIPPING on every purchase! As many of our items are made-to-order, please allow six to eight weeks to receive your item. Loose Diamonds, Chains, Necklaces, Pendants, Cufflinks, and Bracelets can often be expedited; please contact us at customerservice@heartsandarrows.co.nz with the product you intend to order to obtain specific shipping timelines.

Custom Orders

If you have something in mind that you can't find on the site, please email us. We work with teams of amazing jewellers all over the world and will obtain that special piece - or custom design one for you.

Payments 

We accept payments via Mastercard and Visa on our Website. We also accept Union Pay, Diners Club, and American Express via Paypal; just select "Paypal" at checkout. You can also pay us via Electronic Bank Deposit; simply choose this option as your Payment Method during checkout. All transactions will be processed in New Zealand dollars. All payments are subject to your personal card limits and credit card terms and conditions. For bank transfers and purchases over $10,000 you may need to contact your bank first for approval. For questions or help making payments, including split payments, please contact us at customerservice@heartsandarrows.co.nz.

Along with Paypal, Hearts & Arrows Ltd uses the DPS Payment Express Payment Gateway for its online credit card transactions. DPS offers bank grade security. They process online credit card transactions securely for thousands of merchants globally, providing a safe and secure online payment service. Payments are processed in real-time. Hearts & Arrows Ltd does not have access to your full card number, this payment is secured by DPS. All transaction details are stored in their PCI-DSS compliant Data Centre. DPS Payment Express Software is certified with over 200 banks globally. Visit www.paymentexpress.com for more info on online credit card payments.    

Anything we're missing?

Questions can be directed to customer service via:

E-mail: customerservice@heartsandarrows.co.nz 

Phone: 09 889-1119