FREQUENTLY ASKED QUESTIONS
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SIZING
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JEWELRY CARE + METAL INFO
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RETURNS & EXCHANGES
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ORDER FAQ'S
WHEN WILL MY ORDER SHIP?
PRODUCTION TIME
Made To Order | 3-5 BUSINESS DAYS*
Ready To Ship | 2-3 BUSINESS DAYS*
*PLEASE NOTE THAT PRODUCTION TIME DOES NOT INCLUDE SHIPPING TIME.
**BUSINESS DAYS DO NOT INCLUDE WEEKENDS OR HOLIDAYS. AS SOON AS WE PRINT THE SHIPPING LABEL FOR YOUR ORDER WE WILL EMAIL OVER YOUR TRACKING INFO.
***ANY 'MADE TO ORDER' ITEMS ADDED TO A 'READY TO SHIP' ORDER WILL BE SHIPPED TOGETHER ONCE ALL ITEMS HAVE BEEN COMPLETED. PLEASE CONTACT US IF YOU WOULD LIKE THEM SHIPPED SEPARATELY.
IN A HURRY? We recommend going with Ready To Ship jewelry and/or upgrading your shipping!
We are a small team processing, crafting + shipping all jewelry from our studio in Portland, Oregon and we so appreciate your patience as we get your order ready! Please get in touch with Team HN in advance if you need your order by a specific date.
If you are in the process of having a custom design crafted, read more about processing time here!
CAN I MODIFY MY ORDER AFTER IT HAS BEEN PLACED?
Yes! ~Within reason~ Please get in touch as soon as you can so we can make sure it's all gravy! Naomi@HannahNaomi.com.
Because we make our jewelry to order, we can generally help with changes until the order is shipped out of our studio. If you want to add pieces to your existing order, a new order will need to be created. Grouping orders together for shipment may delay your delivery date.
Shipping upgrades are available. Please contact us for more details!
I NEED MY ORDER BY A CERTAIN DATE, WILL IT MAKE IT?
We are not amazon, but we're happy to help rush your order if you need it by a specific date!
PLEASE NOTE: Hannah and our team can rush the production of your order by adding it to the top of our list but we cannot guarantee delivery dates at this time. The fastest we can make an order is 1-3 business days if we do not have the options selected in back stock. Priority or Express (US only) mail is strongly recommended at checkout to ensure more secure and predictable delivery of your order.
NOT ALL RUSH REQUESTS CAN BE HONORED.
HOW WILL MY ORDER BE PACKAGED?
Most jewelry will come in a black box with signature white foam to protect it in transit. Smaller pieces may be shipped on a ring card with additional padding. All orders come with an informative card about our jewelry and company! :)
To add gift wrap to your order, click here.
As you can probably imagine, most pieces will be packaged in individual boxes or on ring cards. However, stacking rings and other small pieces purchased in multiples may be packaged in the same box to cut down on waste. The boxes vary slightly in size depending on the size of the jewelry.
MY PACKAGE WAS MARKED DELIVERED, BUT ISN'T HERE?
If your order has been marked DELIVERED but you have not received it please follow these steps:
Double check the shipping address on your order. Wait 1-2 business days from the date it was marked delivered.
Packages may be prematurely scanned as ‘Delivered’ by your carrier if they are behind schedule. This gives them a little extra time to catch up without being penalized for a late delivery. These packages are often delivered in a couple of business days without issue.
Check your property thoroughly for the package (under or next to stairs, near fences, behind porch furniture etc.) or check with your building management if you live in an apartment building or condo complex.
Check with your neighbors in person, leave a note in their mailbox or in your mailroom and/or contact your property management to check in. Mis-delivery to a neighbor is common.
If you have completed all of the steps above and there is still no sign of your package please let us know. We suggest contacting your local Post Office and filing a claim.
MY PACKAGE WAS RETURNED TO SENDER?
To avoid issues with delivery, please double check your shipping address before checkout and keep an eye on your tracking information. You can contact us with any questions or concerns if you notice your tracking information looks abnormal.
If we do not hear from you and your package is returned to us by USPS, we will treat it like a return and you will be refunded to the original payment method including a 15% restocking fee. That way you can reorder using a more secure or updated shipping address.
I HAVEN'T RECEIVED AN ORDER CONFIRMATION?
Make sure to check your spam folder! Sometimes email notifications can be automatically filtered - I know, annoying 🙄. Don't forget to add us to your contacts so this doesn't happen in the future! You can also check your order status from your account page.
Still need an update sent? Reach out to Team HN!
MISC.
I NEED HELP WITH MY FLAT BACK EARRINGS
Absolutely, we're happy to help. Check out our FAQ page dedicated to Flat Back Earrings here!
HOW DO I PUT ON MY CHARM?
Most charms or pendants come with a strong jumpring that can be opened by hand or with pliers. To attach it to your chain, gently twist the jumpring open by moving one side forward and the other backward—never pull the ends directly apart, as that can distort the shape. Slide the charm onto your chain, then twist the jumpring back to its closed position to secure it.
If you’d like us to permanently solder the jump ring closed onto your chain, just get in touch!
Individual charm and pendant listings will arrive separately from chains unless otherwise requested at checkout.
HOW DO I FIND THE PREVIOUS SIZES I ORDERED?
Looking to order in the same size as last time, but don't remember what you selected? Here's a couple ways you can track down your sizes!
Search your email - If your order was placed on our website you should have received an email confirmation when you submitted the order. This email will contain the sizes you are looking for!
Log in to your account - If your order was placed while logged in to your HN account, you should have a record of all your previous orders!
Get in touch - We are always happy to help track down sizes to the best of our ability or send you a ring sizer.
IS YOUR RETAIL STORE PET FRIENDLY?
Yes. Please bring us your pet so we can pet them and give them treats!!
WHAT SIZES DO YOU CARRY IN-STORE?
We carry ring sizes 1-14 at our retail shop in Portland, Oregon. But we may have more sizes available! Send us a message here to check what's in stock.
DO YOU TAKE CUSTOM ORDERS?
Yes! We take on custom requests whenever possible. Read our custom design info below, if our guidelines sound like a good fit for your request fill out the form here to get started!
We are most likely to take on custom orders that vary just slightly from our current designs! (i.e. a thicker or thinner metal type, smaller overall width, solid metal option, custom size hoop or pendant that we offer in a larger diameter, etc.)
We are happy to look over any reference photos you have for a brand new design! If the request involves duplicating a piece by another designer, we will politely decline out of respect to their intellectual property.
All of our pieces are created from raw or recycled wire and sheet metal. We do not cast (the process of carving a wax mould to be filled with liquid metal) any of our pieces. This means that we, unfortunately, do not have the materials available to re-work heirloom pieces into a new design.
We do not work with any stones, plated metals or platinum. The materials we use are 14K Gold Fill, 14K Rose Gold Fill, Sterling Silver, White Gold (limited), 14K Solid Gold and 14K Solid Rose Gold.
We cannot resize or reshape rings made by another designer.
If you need the piece by a specific date please let us know. Custom orders do take longer than our usual 5-10 business day production time.
Custom orders cannot be returned or exchanged.
COUPON & SALE RESTRICTIONS
Coupon & Sale Restrictions:
Discount codes are only valid on HannahNaomi.com. Discounts cannot be applied to previous purchases or combined/stacked with other coupons or sales. Items on sale (as marked on individual products) cannot be further discounted. Coupon codes and sales do not apply to Gift Certificates, shipping and handling, Gift Wrap, product\shipping upgrades, Ring Size \ Cleaning Kits or custom orders. Discounts are non-transferable to future orders. If an item is returned for size, the second (exchange) order is not eligible for any discounts used previously. Coupons are not available to wholesale customers.