Frequently Asked Questions
Order Process & What to Expect
How long after placing my order would I expect to receive my piece?
HEIREST pieces are made to order. Allow 2-4 weeks for production from the date of your order, plus shipping time to your location which is estimated when you input your address at checkout.
Do I get any updates as my piece gets created?
Yes. Before we start working on creating your piece, we'll send you a photograph of your hand-picked stone for your reference. Once your piece is complete and has passed our quality checks, we'll send you a photograph of the finished piece before dispatch.
Can I make changes to my order after it has been placed?
Amendment requests can be made within 24 hours of receiving your order confirmation, provided production has not yet commenced. To request a change, email support@heirest.com with your order number and the details of the amendment. Once production has begun, we are unable to make changes to your order.
How many customisation options are available?
HEIREST's configurator allows you to specify metal type, stone type, stone shape, carat weight, and setting style. Every combination generates a photorealistic 3D render in real time, with pricing updating as you configure. Across our website, there are over 250,000 possible combinations available.
Do you offer bespoke or fully custom designs?
Yes. For pieces outside of the standard configurator and our core range, you are welcome to use our Bespoke service. This service enables you to build the piece of your dreams, and includes the use of natural diamonds and gemstones, if desired. To find our more, visit our Bespoke page.
Diamonds & Gemstones
What is the difference between a lab-grown and natural diamond?
Both lab-grow and natural diamonds are chemically, physically, and optically identical, sharing the same carbon structure, hardness, and brilliance. The difference is origin: a natural diamond formed deep in the earth over billions of years; a lab-grown diamond is grown in a controlled environment over weeks, replicating those same conditions. A gemologist with a loupe cannot tell them apart.
What quality standards do HEIREST white lab diamonds meet?
Every HEIREST diamond is sourced to sit within the D, E, F colour range, Internally Flawless to VS2 or greater clarity scale, Excellent or Ideal cut, Excellent polish, and symmetry, and contain no fluorescence. Every stone is flawless to the naked eye.
What lab gemstones are available?
HEIREST offers lab-grown diamonds alongside three premium coloured stones: Pigeon Blood Ruby, Royal Blue Sapphire, and Zambian Emerald. Each is grown to replicate the optimum colour grade within its stone family.
What certifications do my stones come with?
All pieces include a HEIREST Statement of Authenticity to confirm material used, stone details, and other important specifications that are unique to your piece. Single stone lab diamond pieces of one carat or greater include a complimentary IGI grading certificate. Five-stone rings, eternity bands, tennis bracelets and tennis necklaces also include a third-party Jeweller's Report from IGI. Additional IGI grading certificates are available by request for all pieces which do not automatically qualify, but additional costs and lead time may apply. Please contact support@heirest.com for more information.
Can I request an IGI certificate for a stone under one carat?
Yes. IGI certification is available on request for stones below one carat and for coloured stones. Contact us at support@heirest.com and we will provide a quote and advise of any additional lead time required to source the right stone.
What is a Statement of Authenticity?
The Statement of Authenticity is issued with every HEIREST piece. It records your name and order details, metal type and purity, full stone specifications, setting style, date of manufacture, and a unique piece identification number. It is your permanent ownership record - the document that travels with the piece through insurance, valuation, and any future transfer of ownership.
What is a Jeweller's Report?
A Jeweller's Report is an independent assessment of a completed jewellery article, carried out by the IGI. It documents the finished piece: article description, metal type and purity, stone type and origin, shape, total carat weight, colour and clarity grades, stone count, treatment disclosures, and a photograph of the piece. HEIREST includes a complimentary IGI Jeweller's Report with any purchase of a five-stone ring, eternity band, tennis bracelet or tennis necklace. If you would like a Jeweller’s Report for your piece that isn’t one of the qualifying product types, please email support@heirest.com and we can help arrange this on your behalf, but note additional lead times and costs may be associated.
What does the Quality Assurance process look like with HEIREST?
Each HEIREST piece goes through eight independent quality review steps prior to being dispatched. Six checkpoints occur within production: from wax mould through casting, base modification, stone setting, polish, and final clean. Once complete, each piece is inspected and approved for release by our Head Jeweller, with one final review happening from our founder in New Zealand prior to final dispatch. Whilst comprehensive, this commitment to quality means we stand behind the craftsmanship and longevity of each piece.
Metals
What is the difference between the different gold purities?
Gold purity is measured in karats. 9 karat is 37.5% pure gold, the hardest and most scratch-resistant purity we offer at HEIREST, well suited to daily wear. 14 karat is 58.5% pure gold, the balance point between durability and colour depth. 18 karat is 75% pure gold, the international standard for fine jewellery, with deeper colour and greater malleability for prong settings.
What is the difference between white, yellow and rose gold?
The only difference between gold colours of the same karat purity is the alloy mixes. 9k yellow gold contains the same amount of ‘gold’ as 9k white or rose gold, but the balance of materials (known as the ‘alloys’) change based on the colour the jeweller is trying to achieve.
What metals can I create my piece in with HEIREST?
Our configurator is set up to allow you to create any of our pieces in 9 karat gold, 14 karat gold, or 18 karat gold. Where it makes sense, we also offer platinum, and through our Bespoke process, we can offer any other gold purity you may wish.
What is rhodium plating, and will my white gold piece ever need re-plating?
Rhodium is a naturally white precious metal applied as a surface coating to white gold to achieve a bright white finish. With daily wear, rhodium plating can wear over time, revealing the slightly warmer tone of the base white gold underneath. Re-plating restores the original finish. HEIREST can arrange re-plating of any piece at cost via our network. Contact support@heirest.com if of interest.
Shipping
Is my shipment insured?
Yes. Every HEIREST order is tracked and fully insured for the total value of the piece. Signature is required on delivery.
Which countries do you ship to?
HEIREST currently ships to the below locations. Estimated delivery times from dispatch are as follows:
- New Zealand - 1-2 working days
- Australia - 1-2 working days (rural areas allow an additional 3-4 days)
- United Kingdom - 3-4 working days
- European Union - 3-4 working days
- United States - 2-3 working days
- Canada - 2-3 working days
- Hong Kong - 2-3 working days
- Singapore - 2-3 working days
- Japan - 2-3 working days
- UAE - 2-3 working days
Any applicable sales taxes; duties, tariffs, import charges or other similar fees are calculated at checkout.
How long does shipping take once my piece is dispatched?
See the table above for estimated delivery times by destination. All orders are fully tracked from dispatch.
Are prices shown inclusive of tax?
Prices are shown exclusive of taxes before checkout. All import taxes, fees, duties, and local taxes are charged at checkout. HEIREST facilitates customs clearance on your behalf.
What payment methods do you accept?
We accept the following forms of payment: Visa, Mastercard, Google Pay, AfterPay and Apple Pay.
What happens if my piece is damaged in transit?
All HEIREST orders are fully insured for the total value of the piece. In the event of transit damage, contact us at support@heirest.com immediately with your order details and photographs of the damage and we will work with you to resolve things as a matter of priority.
Warranty & Care
What warranty does HEIREST provide with each piece?
Every HEIREST piece comes with three warranty protections:
- Lifetime manufacturing warranty: if a piece ever fails due to how it was made (a soldered joint, a setting, the structure of the metal), we will work with you to remedy the situation. Labour and return shipping will be covered by HEIREST.
- Stone security: if a stone loosens from its setting within the first year of ownership, we will replace and reset it at no cost, with shipping both ways also covered by HEIREST.
- First ring resize: your first resize is covered, shipping both ways, within 60 days of delivery.
The following fall outside your warranty: theft, loss, and accidental damage; wear and tear over time (surface scratches, gradual patina, rhodium plating wear); and change of mind after purchase. For anything outside your warranty, we can connect you with our network for professional servicing and repairs. Costs are communicated in full before any work begins.
What happens if a stone loosens in its setting?
Stone security is covered for the first 12 months of ownership. If a stone loosens from its setting within that period, we replace and reset it at no cost, with return shipping both ways included. Contact support@heirest.com with your order number and a photograph of the concern.
Can I resize my ring?
Your first resize is covered within 60 days of delivery, shipping both ways included. To request a resize, contact support@heirest.com with your order number and the size you need. If you need to change your ring size at any stage after the initial 60 days, we can help you do this at our trade cost.
How do I care for my piece?
When not wearing your HEIREST piece, we recommend storing it in a cool, dry place (preferably your jewellery box) where it has limited exposure to the elements. Avoid prolonged exposure to harsh chemical and cosmetic products.
How do I make a warranty claim?
Email support@heirest.com with your order number, a clear photo or video of the concern, and a description of when you first noticed it. We will respond within 2-3 business days, assess your piece, and outline next steps. If the concern falls outside your warranty, we will tell you what is involved and what it costs before any work begins.
Returns & Exchanges
Every HEIREST piece is made to order: designed by you, built to your specifications. Because each piece is unique to you, we do not offer refunds or exchanges for change of mind. What we do offer is a comprehensive warranty and a commitment to standing behind the quality of what we make.
What happens if I change my mind after placing my order?
Because each HEIREST piece is made to your specifications, we are unable to offer refunds or cancellations for change of mind once production has commenced. If you have a concern about your order, contact support@heirest.com as early as possible and we will do what we can.
What happens if my piece arrives and I don't like it?
If your piece arrives with a manufacturing defect or does not match your order specifications, we will put it right. Contact support@heirest.com with your order number and photographs, and we will assess and resolve the concern. For change of mind, as each piece is made to order, we are unable to offer a refund or exchange.
Can I exchange my piece for a different design?
Because every HEIREST piece is made to your specifications, we are unable to offer design exchanges. If you have a concern about the quality or accuracy of your piece, we will always find a resolution. Contact support@heirest.com with the details.
Bespoke
What can I design through the bespoke service?
Anything outside the standard configurator: a natural diamond/gemstone piece, an alternative setting, a different stone combination, or a fully custom design from scratch.
Can I use a natural diamond in my bespoke piece?
Yes. Natural diamonds are available for bespoke commissions. Our team will source to your specification and provide a full quote before any commitment is required.
How long does a bespoke piece take?
Timelines vary depending on the complexity of the design and any sourcing required. We will confirm an estimated timeline at the quoting stage, but as a general rule, assume 6-8 weeks from initial consult to delivery.
What reference materials can I provide?
Photographs, sketches, descriptions, or inspiration images, anything that helps visualise your design is welcomed. Reference materials are used for guidance only. We do not replicate designs protected by intellectual property.
Is my bespoke piece covered by the same warranty?
Yes. All HEIREST bespoke pieces are backed by our lifetime manufacturing warranty, stone security warranty, and first resize warranty - the same as every piece we make.
