FREQUENTLY ASKED QUESTIONS
We’re here for you. Whether you have questions about caring for your jewelry, need guidance on a custom piece, or want to learn more about Hope Design Ltd., the Hope Design Team is dedicated to supporting you every step of the way with care and attention.
Returns, Exchanges, & Repair
What is the return policy?
We want you to love your Hope Design Ltd. jewelry. If something isn’t quite right, eligible items can be returned within 30 days of purchase, as long as they’re in original condition and undamaged. Returns can be refunded to your original payment method or as store credit.
Please note: custom items, wholesale orders, and digital downloads are final sale and cannot be returned.
What counts as “original condition”?
Items must be free of dirt, grease, wear, hair, fragrance, or other odors, and include their original packaging (box, backing card, or velvet bag) in new condition.
Who pays for return shipping?
Customers are responsible for return shipping costs. We recommend using a trackable service, as Hope Design Ltd. is not responsible for lost or uninsured packages.
Can I exchange my item?
Yes! To exchange, simply return your original item using the steps above and place a new order for the piece you’d like instead. This way, your new jewelry is reserved for you right away.
How do I return or send items safely?
- Use a sturdy box or bubble mailer with padding.
- Write your complete return address on the outside and include your contact info inside.
- Use a trackable shipping service (insurance is encouraged for high-value items).
- Send us a quick message to let us know your package is on the way.
Once we receive it, you’ll hear from us personally within 3–5 business days.
Do you offer repairs?
Our pieces are crafted with care to be worn and treasured for years to come. We proudly stand behind our work and are happy to help keep your jewelry looking its best.
- Defects: If your jewelry arrives with a defect, we’ll repair or replace it at no cost within 14 days of purchase (with proof of purchase).
- General repairs: For damage from wear over time, we’ll evaluate your piece and provide a repair quote. No work is done until you approve it.
Repairs are typically completed within 45 days once received.
How do I request a repair?
Just contact us with a short description of the issue and a few photos. We’ll review your request and respond within 7 business days with next steps, a quote (if needed), and shipping instructions.
Materials and Care
How do I care for my jewelry?
Jewelry is meant to be worn and enjoyed, but over time, all metals can naturally tarnish. Even gold pieces may show subtle changes after many years. Tarnish occurs when metals react to humidity, the elements, and everyday contact with body products like perfumes, lotions, hair care products, or sweat.
Quick Tips for Jewelry Care
- Apply lotions, perfumes, and hair products before putting on your jewelry.
- Wipe your jewelry with a soft cloth after wearing to remove oils and moisture.
- Store pieces in their box or a soft pouch to protect them from the elements.
If your jewelry ever needs repair, Hope Design Ltd. can help. Repairs within 14 days of delivery are free; after that, fees may apply.
What materials does Hope Design Ltd. use?
Please click on the materials below for a more in-depth explanation of the proper care and cleaning of your jewelry type.
Custom Orders
Can you create a custom piece?
Absolutely! Custom work is at the heart of what we do. We transform insignia, pins, medals, and other meaningful items into wearable keepsakes that tell your story.
How do I start a custom order?
Reach out to us here and share your ideas, photos, or the items you’d like to incorporate. We’ll guide you through design options, pricing, and timelines to make sure your piece is just right.
Can you use my personal military items?
Yes! We treat every pin, medal, or insignia with care and respect, transforming them into jewelry that honors your or your loved one’s service. Check out our Legacy Collection to get started.
How long do custom orders take?
Custom pieces usually take 4–6 weeks, depending on design complexity. If you need your piece by a specific date, let us know and we’ll do our best to accommodate.
