A: Check to ensure the country that issued your credit card matches the region in which you are shopping. We only accept credit cards issued in the United States on our US site and cards issued in Canada on our Canadian site. However, we do accept PayPal, which can be set up with an international credit card.

In addition, note that when authorizing the purchase, Heypaladin.com sends a request to the issuing bank for payment approval. If the bank does not provide an authorization, here are a few possible reasons why:

• The billing information is inconsistent with what the credit card company has on file
• The expiration date was entered incorrectly at check out
• The card’s CVV code is incorrect
• The balance to authorize is higher than the transaction limit set with your bank. You will need to contact your bank to authorize the charge

A: Registered customers, please SIGN IN to access your order status and history.

A: If your order hasn’t been shipped yet, we’re happy to help you make changes, including updates to the shipping address, bracelet style, color, or quantity. Please email us as soon as possible with your order number and the changes you need. We’ll confirm your update as soon as we can.

A: From the moment we receive your order, it takes 2–3 business days to craft your bracelet(s).

Upon readiness for shipment, you’ll receive an email containing a track and trace code. If you haven’t received this code, kindly check your spam folder. Should you still not find it, contact us at [email protected], and we’ll assist you in tracking your order and updating you on its status.

Please ensure that we have the correct wrist size and delivery address to complete your order efficiently.

A: Please check your email (and the spam inbox). Sometimes we reach out to you if we see that the wrist size is missing from the order or when the wrist size is rather large/small.

A: Sometimes yes, it depends on the bracelet and what you envision is possible with this particular bracelet. We can only customize what we currently have in stock. Keep in mind that for a custom design, the price of the bracelet may change. Please reach out to us at [email protected] with your design ideas, and we will let you know what we can do!

A: We strongly discourage wearing the bracelets during certain activities, as they can damage both the gemstones and metal over time. The durability of the stones varies; some are harder and more resistant, while others are softer and more susceptible to damage. For more information on how to properly care for your bracelet, please refer to our guide: Jewelry Care.

A: Reach out to us, and we can check if we have any small inventory left or assist you with finding a good alternative bracelet.

A: If you’ve already placed the order, you can notify us by replying to the confirmation email. Most of the time, we can prioritize your order and create it within 1 business day or even within a few hours. For transport, we use priority shipping to deliver it to you as quickly as possible. You can also contact us at [email protected] beforehand, and we will see what we can arrange!

A: No worries! If you need assistance/want to know your wrist size before placing your order, you can reach out to us at [email protected] or visit our page: How To Measure Wrist Size.

A: Yes, it is possible. Submit your wrist size and then add “loose fit” (in the note or email us afterward is also an option). Keep in mind you need to submit your true wrist size, and not calculate any extra inches yourself. Often, this results in too large bracelets and disappointment. So if you measured your wrist size as 7.25 inches and you want a loose fit, submit 7.25 inches, loose fit.

A: No worries—just email us at [email protected] and we’ll help you find the right fit. You can also choose an e-gift card, so your recipient can pick their favorite style and size themselves.

A: At Heypaladin, we prioritize creating perfectly fitting bracelets that complement your wrist beautifully. Here’s why we prefer wrist measurements over fixed lengths:

• Custom Fit for Every Wrist: Wrist measurements ensure that each bracelet is tailored specifically to your wrist, providing a comfortable and secure fit, unlike standard lengths which might be too loose or tight.
• Bead Size Variations: Our bracelets are crafted with high-quality natural beads, which can have slight size variations (e.g., 4 mm beads may vary ~3.9–4.1 mm). This can affect the overall length.
• Unique Designs: Different bead sizes and designs affect the bracelet’s length even if the wrist wrap is the same.

A: Creating your custom-made bracelet takes 2–3 business days, provided you have supplied a wrist size and a valid address. Once ready, it is prepared for priority shipping.

Please note — specially customized items require 20–30 business days for production.

Shipping times vary by location: It takes 2–5 business days. Please note that we are unable to ship to APO/FPO/DPO addresses. For more information you can visit our page: Track Your Order.

A: In most cases, you can change the delivery address yourself on the tracking confirmation page. If you’re unable to do so, please contact both the courier service and us as soon as possible. Keep in mind that the longer you wait, the more difficult it becomes to amend the address.

Please note that changing the delivery address to a different address and/or country may not always be possible, and if it is possible additional transport costs, VAT taxes and import surcharges may be charged to you.

A: We accept returns for unopened and unused items only. Please kindly note:

• Items must be in their original packaging
• Customers are responsible for return shipping
• Refunds will be issued minus the original shipping, handling costs, VAT taxes and import surcharges

To avoid unnecessary returns, please double-check your bracelet color, wrist size and delivery address details before placing your order. If you’re unsure, we’d be happy to help before you check out ❤️

Important: Specially customized items are non-returnable.

A: For international orders, packages may occasionally be delayed during customs clearance, especially in countries such as Brazil, Mexico, and others in South America or Asia. If your tracking shows the package has reached your country but hasn’t updated for several days, we recommend contacting your local postal carrier or customs office directly.

Please make sure your shipping address is complete and accurate, including your zip code and contact number, to avoid delivery issues. If a package is returned to us due to customs or delivery failure, we will contact you to help arrange next steps.