FAQ
Deliveries & Insurance
How much does shipping cost?
All orders are shipped with full insurance to ensure safe delivery. Shipping costs are calculated at checkout and vary by destination.
When will I receive my jewellery?
Each piece is made to order and requires approximately 2–3 weeks for production. Once shipped, you will receive a tracking link via email.
Do you ship internationally?
We currently ship within Finland and selected Nordic countries. For other EU destinations, please contact us directly and we’ll be happy to assist.
Cancellations & Damages
Can I cancel an order after placing it?
You may cancel your order within 24 hours of purchase. After this, production begins and cancellation is no longer possible.
What if my jewellery arrives damaged or incorrect?
Please notify us within 3 days of receiving your order. We will work with you to resolve any issues with your piece promptly.
Custom-Made Jewellery & Materials
Are all your pieces custom-made?
Yes. Every item in our collection is made to order to ensure the highest quality and personal attention.
Can I return a custom-made item?
As all of our jewellery is custom-made, we do not accept returns or exchanges. However, if there is a problem with your order, please contact us and we will do our best to assist.
What materials do you use?
We use only white or yellow gold. The gold karat — such as 14k or 18k — is always clearly listed on each product page.
Are your gemstones responsibly sourced?
Yes. We work exclusively with trusted suppliers who meet ethical sourcing standards. All gemstones are carefully selected for their quality and origin.
Jewellery Care & Warranty
How should I care for my jewellery?
Avoid exposure to chemicals, perfumes, and excessive moisture. Store your jewellery in its original box when not worn. A detailed care guide is included with every order.
Do you offer a warranty?
Yes. We provide a 12-month warranty covering manufacturing defects. This does not include general wear, accidental damage, or resizing.
Payment & Security
What payment methods do you accept?
We accept major credit and debit cards, as well as Klarna (where available). All transactions are processed securely.
Is it safe to shop on your website?
Absolutely. Our site uses SSL encryption to protect your data and ensure a safe checkout experience. We do not store your payment information.
Consultations & Contact
Can I speak to someone before ordering?
Yes. We offer private online or telephone consultations to help you select the perfect piece. Book your appointment by contacting us directly.
How can I reach customer support?
You can email us at info@heritarium.fi or use the contact form on our website. We aim to respond within 1–2 business days.
What are your customer support hours?
Monday to Friday, 09:00–17:00 (EET)