Happy Valentine's Day

Frequently Asked Questions

General
  • Where is your company located?
  • Do you have any retail locations?
    Currently not yet, in order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), but we are going to launch our jewelry stores across the United States & Canada soon.
Jewelry
  • Is the jewelry 100% solid gold or gold-plated?
    Helloice offer both 100% 18k solid gold and 18k gold finished jewelry. Our products are made out of the highest quality materials, including Brass, 925 sterling silver and then finished 5 times in gold with unique craftsmanship. You get the exact same look and feel as a 500 Carat solid gold chain and pendant without dropping $10,000.00 USD.
  • Are the stones real diamonds?
    Our main stone type is Cubic Zirconia Stones, which is an excellent alternative to natural gemstones because it is more scratch-resistant for everyday wear. Unlike natural gemstones that are mined from the earth using large machinery, explosives, and unsafe working conditions, lab-created sapphire was developed to be more durable with better optical characteristics than of a diamond while maintaining an ethical standard to protect our environment.
  • Will this jewelry turn my skin green?
    No, our jewelry will never turn your skin green. We have 5 times 18K gold finish, and it will last for several years. The quality has been verified by International Institution SGS.
  • Can I take a shower with this without fading? does It change color?
    Every piece of jewelry deserves to be carefully maintained, which requires us to avoid wearing jewelry under some harsh conditions. Such as bathing / swimming / sports. Therefore, we do not recommend wearing jewelry when taking a bath.
  • How should I store/protect my jewelry?
    Jewelry should be kept dry. If your jewelry is not used frequently, keep it stored in the provided dust bag. Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewelry with rubber products. Always remove your jewelry when applying colognes, perfumes or other chemical products.
  • For the plated jewelry, I worry the color will fade off naturally.
    We have a rigorous quality control process to ensure the quality of all of our jewelry. The plating will not fade off if you take care of your jewelry. You can visit this page: Jewelry Care to learn more.
    In the rare event that something is wrong with your jewelry, please immediately contact our customer service so we can help solve your problem. If a problem should arise and within the time limit of your warranty, we will make an exchange with you to replace your jewelry. For detailed information please see: 45-day return policy and one-year warranty.
Orders & Payment
  • How do I make changes after my order has been placed?
    If you notice a mistake with your order after receiving an order confirmation email, please email to [email protected] If it's after business hours, leave us a clear and detailed message with your name, phone number, and order number if available.
  • How do I use the code when ordering?
    Here is an instruction video to show how to use code, please click here.
  • How do I change the currency?
    At the top of our website you will see a currency widget where you can change the currency to one of the following: USD,CAD,EUR,GBP,MXN,AUD,NZD,PHP,SGD,INR
  • What are the steps for placing custom orders?
    Helloice offers customized designs ranging from numbers, letters, symbols, and logos. Any personalized pendant you want, we can craft for you, free mock up design ! All custom orders will be S925 silver ,Brass,or Solid gold. If you can image it, we can create it. Please contact [email protected] ,If you have further questions.
  • Why was my payment declined?
    If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card in 24 hours or payment method.
    If the above instructions fail please contact your bank or contact us with as much detail along with the error messages. so that we may assist you.
  • Which payment methods do you accept?
    We accept PayPal Express, PayPal Credit, and all major credit cards.
  • How do you secure my payment information?
    We take security very seriously and do not process any of your payment information ourselves. All payment related matters on Helloice are handled by PayPal and credit card company.
  • Is my personal information kept private?
    We are totally committed to protecting your privacy. We will not disclose information about our customers or visitors to third parties except where it is part of providing a service to you - e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research and profiling or where we have your express permission to do so. For more information, please read our privacy policy in full.
Shipping & Returns
  • Where do you ship to, and how much does shipping cost?
    We provide FREE Standard Shipping worldwide.Standard (7-10 business days) - FREE; International Standard (7-20 business days) - FREE; DHL (3-5 business days) - $15.00(Free Over $160). For international orders, rates and shipping time differ from country to country, for more details, please visit shiping & Delivery
  • Why was my package returning?
    The package may be returned for the following reasons:
    A:Wrong or incomplete address
    B:Invalid phone number
    C:Unable to deliver
    Please contact the shipping company for more information or you may contact us so that we can help you.
  • How long until I receive my jewelry?
    Delivery Time= Processing Time + Shipping Time Processing time differs from product to product. Some popular styles can be shipped out within 24 hours, while engraved or custom orders may take up to 3-10 business days. Shipping time depends on the shipping method you selected. For more information, please check Shipping & Delivery.
  • Will I have to pay customs duties, taxes or other fees?
    You will not be charged any consumption tax. However, you may need to pay the customs duties by yourself.
  • What if I don't like my jewelry after receive it?
    Don't worry about it. We promise an easy 30-day return policy. If you don't like the jewelry after you receive the package, just return it unused and in its original packaging. Upon acceptance of your return, the refund will be issued to your original account. Any promotional gifts must also be returned with your returned item.
  • What is your return policy?
    We offer an easy, hassle-free 30-day return policy. If you are not completely satisfied with your purchase, you may return it for a refund within 30 days of the delivery date. If you would like to know more, please view our 30-day return policy.