Frequently Asked Questions

Q: I have not received an email from you. What should I do?
A: We send an email within three hours of your auction win or purchase. We also respond to email inquiries within 24 hours (excluding weekends and holidays). If you are not receiving our emails please add heirloomcharms@yahoo.com to your safe senders list and look in any spam or bulk mail folders. This problem is common with AOL, Yahoo, Hotmail and MSN accounts.

Q: Do you combine shipping?
A: Definitely! Your items are automatically combined in our ChekcOut system. Just make sure and use our CheckOut system after all purchases have been made to receive special packaging and a free gift. Items paid for separately may be shipped separately.

Q: Why do I have to use your CheckOut system?
A: Our secure and simple CheckOut system allows for the fastest and most accurate order processing. Our CheckOut is provided by ChannelAdvisor, a trusted ebay certified developer.

Q: What is your return policy?
A: If you wish to return an item, please contact us immediately so that we can provide a Return Authorization Number or arrange an exchange. Returns must be received within 7 days of receipt in the exact same condition as you received them, in original packaging. Upon receipt of the item, we will refund the purchase price. We are sorry, but shipping charges are not refundable. In the event of an exchange, the new item will ship to you free of charge. We regret that returns can not be accepted without a Return Authorization Number.

Q: Do you assemble bracelets?
A: Yes, we are happy to assemble your custom charm bracelet. Just select your starter bracelet and charms from our auctions or store. Then contact us via Ask Seller a Question to let us know you would like to take advantage of our bracelet assembly service. 

Q: Do you sell wholesale?
A: No. We are retail sellers and do not offer wholesale at this time.

Q: I did not find the answer to my question in your FAQ page. How can I contact Customer Service?
A: Use the Ask Seller a Question feature found on any of our ebay listings to send us a question, or call us toll-free at 1-800-772-0293. Our office hours are 10-4 EST Monday through Friday. You are welcome to leave a message if you call outside of these times.