Shipping Information

What shipping methods are available?

See our Shipping Information page for all the shipping methods available.

How do I track my order?

We have a system that allows you to track your order and shipment status.
You need to fill in your Order ID number and the email address you used when placing your order.

You can go to our tracking page here.

Do you ship internationally?

Yes, we ship to most countries all over the world.
We offer shipping to the following destination countries:

Argentina, Australia, Austria, Canada, Belgium, Brazil, Chile, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dominican Republic, Ecuador, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Jamaica, Japan, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Puerto Rico, Romania, Scotland-UK, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Kingdom, United States, Uruguay, Venezuela

Payment Information

What payment methods are accepted?

We accept all major credit cards and payments made through PayPal. 
You can see the complete list of payment methods on our payment page, after clicking on the “Proceed to Checkout” button on the shopping cart and selecting your country.

Is buying on-line safe?

Our payment system has 2048 bit encryption and secure servers which enables you to make your payment with complete confidence.Your credit card information is not processed through or stored on Hilis Jewelry servers, and no information is ever released to a third party.

What is your privacy policy?

Respecting your privacy is of utmost importance to us at “Hilis Jewelry”. Any information you submit to our website, or that is gathered by a “cookie” during your visit, is used strictly by Hilis Jewelry to maintain a record of your purchases and for promotional reasons. We do not sell, transfer, rent or trade your information to any third party.

When you register at our site, you will be asked to submit some personal information, such as name and contact information. Hilis Jewelry will safeguard your personal information. Under no circumstances will we disclose or share your information with any unauthorized third party. In addition, we utilize a “cookie” to track your movements on the site. The cookie “remembers” who you are, therefore eliminating the need for you to re-register with us every time you visit our site. In addition, it enables us to provide you with a shopping cart feature, and streamlines your overall shopping experience.

I received a promotional code. How do I use it?

If you have a promotional code, enter the code in the “Promotional Code” box on the bottom of the shopping and click on “Apply”.

What should I do if I receive a ‘payment didn’t go through’ message?

If you receive a message that your payment did not go through, please check your billing information and make sure it is accurate.
If all details are correct, please try to pay via PayPal. You don’t have to be a registered member of PayPal to use their services.
You can also use a different credit card or trying again a few hours later to proceed with the payment process.

I have a PayPal account but I cannot complete the payment.

If for some reason you cannot complete your payment using PayPal, please contact us with your order details.
We will send you an e-mail with a PayPal Payment Request in order to complete your payment.

Orders and Returns

How do I place an order?

Placing an order is easy. Choose the piece of jewelry and write the desired inscription. Select the chain length from the drop box menu and click on the “Add to Cart” button. 
In the shopping cart you can add a gift box and gift card message. 
You then select the shipping option you would like in the “Shipping Method” box in the shopping cart. 

Click on “Proceed to Checkout” or the “Checkout with PayPal” button to complete your purchase. 
You will be directed to the selected secure payment-processing website. 
There you will have the option of paying with your credit card or PayPal.

I have a special request for my necklace, what should I do?

You can add your special requests in the ‘Comments’ box at the bottom of your Shopping Cart. We will make sure that your order is carried out according to your preference.

How do I change an order after It has been placed?

We begin working on your jewelry immediately after your order is placed.
If you want to change an order please contact us as soon as possible.
Changes made more than 12 hours after time of purchase may require a 30% restocking fee.

How can I cancel an order?

Once your order has been submitted we will immediately begin production on the items.
Due to the fact that each item is unique and customized, you will be refunded a 70% of the original item price as it cannot be restocked. If you have any question about canceling your order do no hesitate to contact us.

Why didn’t I get a confirmation / shipping email?

After placing an order you will receive an “Order Confirmation” email with all your order details. We ask you to review your items and shipment address. Therefore, it is important to provide us with a valid email address.
If you didn’t receive a confirmation email, please check your spam box.
To ensure that our emails do not go to your spam/junk folder, add Hilisjewelry@gmail.com to your email address list.

You can find out your Order Status here: Order and Shipment Status Information.

How Can I Return a Product?

Please read our return policy here

Monogram jewelry

How do I order monogram jewelry?

For traditional monograms LAST name initial goes in the middle.
Please submit your initials as – first, Last and middle name

How many letters can be on monogram jewelry?

Most monogram items are with 1-3 initials.
For most items on site we can make it with 1 or 2 or 3 initials.

Can I order monogram with more or less than 3 letters?

Yes, your monogram necklace does not have to be confined to only 3 letters.
You can see sample photos of one and two monogram necklace here: Sterling Silver Monogram Necklace.
We can also make it with only 1 initial. You only need to write it on the order info.

What size of Monograms do you have?

On each item you can choose the monogram size you wish.
Size option is: 0.8″/1″/1.2″/1.5″/1.75″/2″

Can I have monogram with numbers/signs?

We can make the monograms only with letters A-Z.

Products Information

Does the chain length include pendant?

Necklaces – The chain length does not include length of pendant.
Bracelets – The chain length is total including the pendant.

How big is the pendant or name plate?

The pendant height is written in the product information table on the product page. The pedant length varies according to the inscription.
The average size of a name plate ranges from 0.75″–2″ (2cm–5cm).
For smaller name necklaces, the size of an average name plate is 0.7″-1.5″ (2cm-4cm).
For all other jewelry, the size is published in the information box on each product page.

What chain type comes with my necklace or bracelet?

The chain type that comes with the necklace and the available chain length are indicated in the product’s page information table.
Here is a list of the different chains we use:
For our Necklaces
In Sterling Silver 0.925, 18k Yellow Gold plated Silver and 18k Rose Gold plated Silver: Rollo Chain.
In 14k Yellow Gold we offer the following chains:
Twist Chain, Box Chain and Rollo Chain.
For our Bracelets
In Sterling Silver 0.925, 18k Yellow Gold plated Silver and 18k Rose Gold plated Silver we offer a Rollo chain

Is your jewelry made of real precious metals?

Yes, all our precious metals are purchased from government certified vendors and are marked for authenticity.
We use only 0.925 Sterling Silver. Our gold items are made of solid gold.
Gold purity level is indicated on the product (9k, 10k, 14k or 18k).

Is your jewelry nickel free?

All our products are 100% nickel-free.

Do you offer gift wrap and gift message?

Yes, you can add a gift box and a gift message card on each item.