Certain products offered on our website are out of stock. However, they are available for preorder. If this is the case, you will see a message displayed on the product page informing you of the lead time for that specific product. The lead times for our pre-order items range from 2-8 weeks. Pre-ordering an item on our website is a guarantee that you will receive the product as soon as it is available within the expected lead time. We will notify you as soon as your item is available and ready to be shipped or picked up.


Orders are typically processed within 3 business days. Once your order is processed, all in stock items are sent via Fedex with insurance, with a 2-3 business day delivery window. As soon as your order is shipped, we will reach out to you with your tracking information! If you are pre-ordering an item, please refer to the lead times in the product description. We do our very best to make sure you receive your items as swiftly as possible. If you require expedited shipping, please email us before you place your order and we will do our best to fulfill your request. 

All orders are sent via Fedex with insurance.

Yes. Due to the valuable nature of its contents, all packages require an adult signature upon receipt.

For international shipping, please contact us via email at before you place your order.

If the item you would like to purchase is not in stock, it can still be preordered. All of the lead times for out of stock items are listed in their corresponding product descriptions. Once your order is placed, you will be notified of any changes in lead times if necessary. Please note that preorders are final sale.

For all orders under $1,000, we charge a flat shipping/insurance rate of $45. On all orders over $1,000, domestic shipping is free.

If your order has not already been shipped, then you may edit your shipping address. In order to do so, please email

Once your order has shipped, it cannot be changed. However, if you recently placed an order and would like to exchange it, please contact

We do not accept order cancellations.

Returns & Exchanges

For all ready-to-wear jewelry, we offer full refunds, exchanges, or store credit. However, all custom orders, special orders, preorders, personalized items, engraved items, gift cards, and sale or promotional items are final sale. In order to be eligible for exchanges, all orders must be returned to us within 14 days of delivery date. The merchandise must be returned in its original packaging, with the original tags attached, and in its original, unworn and undamaged condition. After we receive your returned item(s), please allow us up to 5 business days for inspection and processing. Upon inspection of your returned item, we reserve the right to refuse any item that does not meet these conditions and the item will be returned to you at your expense. Lost merchandise will not be eligible for returns or exchanges. We do not refund shipping, insurance, or handling charges. Unfortunately, we do not offer free shipping on returns at this time. Janet Heller Fine Jewelry is not responsible for any stolen, lost, or damaged packages. Please make sure all returned packages have tracking information and are properly insured through your courier of choice. Please contact us at for the return address.

Customers are independently responsible for all shipping and insurance costs when returning their item(s). Please contact us at if you would like us to send you a fully insured return label at a rate of $45. If you decide to generate your own label and it is not insured, Janet Heller Fine Jewelry is not responsible for any lost, stolen, or damaged packages.

Please email with your order number and let us know you are returning your item(s) so we are expecting your package. Please contact us for the return address.

All custom orders, special orders, preorders, personalized items, engraved items, gift cards, and sale or promotion items are final sale.


You can book an appointment here.

Soak your jewelry for a few minutes in a bowl of warm water and a light detergent such as Dawn. This should loosen any caked-on debris. Remove it from the bowl, spray it with Windex and gently scrub it with a soft toothbrush. Make sure you get the sides and underneath, especially rings. Rinse the jewelry in a bowl of clean warm water and air dry on a paper towel. Make sure you never clean your jewelry over an open drain! Do not clean pearls, turquoise, malachite, Lapis or other stones in this family in this way. We recommend bringing most jewelry with these types of stones to us for professional cleaning. Janet Heller Fine Jewelry is not responsible for the maintenance of your jewelry, but we are happy to send it out to our craftsmen for professional cleaning, polishing and refurbishing should you choose. The fee for this service depends on the scope of this work.

An adult signature is required for all Janet Heller Fine Jewelry packages. Should a package be returned to the us after 3 unsuccessful delivery attempts by FedEx, the re-shipping costs will be the responsibility of the customer. Janet Heller Fine Jewelry cannot be held liable for lost shipments if tracking indicates it has been delivered and signed for.

Custom Orders

We love creating custom pieces, and consider it a privilege to design and create custom pieces for our clients. To get the process started, please make an appointment with Janet Heller here.

All custom orders are final sale.

The process of creating a custom piece takes approximately 4 – 8 weeks depending on the complexity of the design and the scope of the work.

Sizing and Repairs

In the event that your item does not fit, we would be happy to resize it for you. Necklace or bracelet lengths can be shortened or lengthened if necessary. However, not all items are eligible for resizing. Therefore please make sure to determine your ring size before placing your order. See product descriptions to know if an item is available to be preordered in a different size.

To determine your ring size, please refer to our ring sizing guide for a general guide. If you need assistance with determining your ring size, please contact us at

Any fees associated with resizing or changes to an item vary depending on the scope of the work. Please bring your jewelry into our showroom so we can assess it and give you an accurate quote. You can make an appointment here

Janet Heller Fine Jewelry stands behind our product and we do our best to ensure you receive your piece(s) in perfect condition. Please carefully inspect your item upon receipt. Janet Heller Fine Jewelry offers a 60 day repair warranty. We offer complimentary repairs on jewelry that arrives damaged upon receipt, under the following conditions: manufacturer defect, loose diamonds, loose prongs, missing stones, broken clasps, broken chains or links. Under these conditions, and within 60 days, we will cover the shipping costs to return your item. We reserve the right to refuse this warranty if we feel the item has been misused. We will not accept responsibility for any Janet Heller Fine Jewelry items repaired by a third party. In this case, all warranties become null and void. The following are not included under our 60 day repair warranty: normal wear and tear, including but not limited to scratches, dents, cracked stones, any misshapen jewelry. Under these conditions, the customer is responsible for fees incurred for shipping, handling, and insurance. After 60 days, we would be happy to repair your jewelry for you. Pricing for repairs vary, depending on the scope of the work. Please contact us at for repair inquiries.