Assistance

CUSTOMER SERVICE

If you have any questions, please call our John Hardy customer service representative 1.888.838.3022              1.888.838.3022       or email us at: eshop.usa@johnhardy.com.

Please note we are available Monday-Friday from 9AM-5:30PM (EST), excluding federal holidays.

HOW TO SHOP

Ordering at the John Hardy USA Online Boutique is easy and safe. Once you have found the item you would like to purchase, click "Add to Shopping Bag" to place it in your shopping bag. Follow the directions through the checkout process to complete your order.

Your order will not be placed until the very end of the checkout process, when you will be asked for your credit card information.

JOHN HARDY MERCHANDISE

The John Hardy USA Online Boutique features a limited but comprehensive selection of our current John Hardy collections for Online Shopping. We continually update our online merchandise offering.

AUTHENTIC JOHN HARDY GUARANTEE

We guarantee the authenticity of all products purchased through the John Hardy USA Online Boutique. John Hardy products are handcrafted with the highest quality materials, design and craftsmanship.

WEBSITE SAFETY

It is safe to order at the John Hardy USA Online Boutique. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.

PAYMENT

The John Hardy USA Online Boutique accepts credit cards linked to a billing address within the 50 United States and the following U.S. territories:

  • American Samoa
  • Armed Forces Africa
  • Armed Forces Americas
  • Armed Forces Canada
  • Armed Forces Europe
  • Armed Forces Middle East
  • Armed Forces Pacific
  • Guam
  • Northern Mariana Islands
  • Palau
  • Puerto Rico
  • U.S. Virgin Islands

We accept the following credit cards for online purchases:

  • American Express
  • MasterCard
  • VISA

The total dollar amount of your order will be charged at the time your card is approved. If the amount charged exceeds your credit limit, your order will be automatically canceled.

Troubleshooting Credit Card Payment Errors

If your card is new or recently reissued, make sure it has been activated.

Please double-check the card type (for example, American Express), the account number and expiration date.

Remove dashes or spaces from the account number.

If everything seems to be correct, call the card issuer's customer service number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase.

Account Verification

To prevent any unnecessary delays processing your order, please ensure that the billing address on your order matches the information on your credit card account. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, please contact your card-issuing bank before placing your order.

Security Codes

The card security code is a unique three or four digit number printed on the front (American Express) or back (MasterCard/VISA) of your card, in addition to the account number.

SHIPPING

The John Hardy USA Online Boutique accepts online orders for shipment to addresses within the continental United States, Alaska and Hawaii. Shipments are not made to Puerto Rico, the Outer Islands or  internationally.

For security reasons, John Hardy online purchases will require the signature of an adult over the age of 18 upon delivery. If you will not be at the shipping address to accept delivery of your product, please have the item shipped to an address where an adult you trust will be available to sign for your package. Title and risk of loss to all products will pass to you on delivery.

To ensure the secure delivery of your order, John Hardy does not ship orders to P.O. Boxes and APO/FPO addresses.

For each address within the continental United States, Alaska and Hawaii the following charges apply:

Standard Shipping: US$15 per shipment. Please allow 4 – 7 business days.

If you have any questions, please email us at: eshop.usa@johnhardy.com. You also may call our John Hardy Customer Service at 1.888.838.3022              1.888.838.3022.

PACKAGING

John Hardy offers a complimentary greeting card for any kind of packaging option. The greeting card can be personalized during the online checkout process or sent blank.

You can choose between two packaging options:

Standard Gift Wrap

Your John Hardy product will arrive in a signature John Hardy gift box that is tied with an orange John Hardy ribbon and accompanied by a John Hardy paper bag. For necklaces, we will include a signature necklace pouch with your shipment instead of the gift box.

Green Packing

As a pioneer of sustainability in the jewelry industry, John Hardy is always looking for ways to be “Greener Every Day.” If you choose our green packing, your John Hardy product will arrive in an envelope that is eco-friendly and prevents tarnishing.

YOUR ONLINE ACCOUNT

Register with the John Hardy USA Online Boutique for the most convenient shopping experience. Once you register, you can check out faster, save multiple shipping addresses, access your order history, track new orders and save items to your wish list. Register or sign in here.

E-GIFT CARD

E-Gift Cards are available in pre-set denominations specified at the John Hardy USA Online Boutique and will be emailed to the recipient. E-Gift Cards may be redeemed only at the John Hardy USA Online Boutique for purchases shipped to addresses within the continental United States, Alaska and Hawaii. E-Gift Cards cannot be redeemed for cash.

Sales tax will not be applied to e-Gift Card purchases. If merchandise items are included in your order, tax will only apply to merchandise items.

After completing an e-Gift Card purchase, you will receive an order confirmation, and an email will be sent to the recipient notifying them that you have sent them an e-Gift Card.

To redeem a John Hardy e-Gift Card, please enter the claim code (e.g., Z50-Y6K-COS-402) in the appropriate field on the shopping bag page and click “Apply.” The e-Gift Card amount will be immediately deducted from your order total. If you wish to apply more than one e-Gift Card to your order, please enter further claim codes. If the value of this e-Gift Card is more than your order total, the remaining funds may be applied to your next order. If the order total exceeds the amount of the e-Gift Card, the balance must be paid by credit card.

John Hardy is not responsible for lost or stolen e-Gift Cards. Delivery to an incorrect but deliverable email address is the sole responsibility of the purchaser. Delivery to a non-existent email address is the sole responsibility of the purchaser. Lost or stolen e-Gift Cards cannot be replaced.

If you have any questions, please email us at: eshop.usa@johnhardy.com. You may also call our John Hardy Customer Service at 1.888.838.3022              1.888.838.3022.

PROMO CODE

A Promo-Code is a set of codes given to our customers to enjoy special privilege offers on our products or shipping when they place orders in our online boutique.  The special privilege offer will vary from customer-to-customer and may expire on a certain pre-defined date. Please enter the valid Promo-Code, which will be a 10-digit alphanumerical code, in the appropriate field on the shopping bag page and click “Apply.” The offer related to the Promo-Code will be immediately shown in your updated shopping bag page or in the order total. John Hardy reserves the right to final decisions regarding the use of Promo-Codes.

If you have any questions, please email us at: eshop.usa@johnhardy.com. You may also call our John Hardy Customer Service at 1.888.838.3022              1.888.838.

SALES TAX

Sales tax is automatically applied to your John Hardy order in accordance with individual state regulations if your shipping address is in one of the following states: CA, FL, GA, IL, LA, MD, MI, NC, NJ, NV, NY, OH, OK, PA, SC, TX, VA, WA.

Sales tax is automatically applied to shipping charges in accordance with individual state regulations if your shipping address is in one of the following states: CA, FL, GA, IL, LA, MD, MI, NC, NJ, NV, NY, OH, OK, PA, SC, TX, VA, WA.

ORDER STATUS & HISTORY

We will send updates regarding the status of your online order to the email address you provided when ordering, including when your item(s) have been delivered.

Registered customers: Please sign in to access web order status and history.

Guest customers: Non-registered customers do not have online access to order status and history. You may request information via email, or by calling 1.888.838.3022              1.888.838.3022      . Please provide the order confirmation number displayed after placing your order so we can respond more quickly and accurately.

RETURN POLICY

We want you to be completely happy with your online order. If for any reason you are not satisfied with your purchase, we will gladly offer:

an Exchange (excluding any packaging, shipping or handling charges) for John Hardy Store Credit for item(s) returned within 30 days of receiving your order

a Refund (excluding any packaging, shipping or handling charges) to the original credit card used for payment for item(s) returned within 30 days of receiving your order

To Exchange or Refund, please read our Return Policy and follow the Return Instructions below to submit your Return Request online using the option that suits you.

Exchange

You may exchange an item for a different size or style within 30 days of receiving your online order, based on stock availability. *Please note that certain styles or sizes may require a special order to be placed or may not be available at the time of purchase.

If you wish to exchange your item(s), please follow the Return Instructions below to submit a Return Request online using the option: EXCHANGE WITH STORE CREDIT for placing a new order. An Authorization of your Return Request will be sent to you via email with detailed instructions on how to send the item(s) back to us. Once your return item(s) have been received by our office, the Store Credit will appear in your John Hardy Online Boutique account upon checkout. The John Hardy Store Credit will be valid for one year from the issue date. Please be advised that you may need to pay any cost difference, additional shipping and taxes.

If you received the item(s) as a gift and do not want to return/exchange the item(s) under the purchaser's account, we will only be able to offer you John Hardy Store Credit under your John Hardy USA Online Boutique account for you to place a new order (you are required to create an account if you don't have one). Please email us or call us at +1 888 838 3022              +1 888 838 3022       and we can assist you. In order to process the gift exchange, we will need either the order confirmation number or the original purchaser's full name to verify that the order was made online. Once your returned item(s) have been received by our office, the Store Credit will appear in your John Hardy USA Online Boutique account upon checkout. The John Hardy Store Credit will be valid for one year from the issue date. Please be advised that you may need to pay any cost difference, additional shipping and taxes. Unfortunately, we will not be able to give a refund for the remainder if the cost of the exchange item is less than the Store Credit issued.

Refund

Refunds to a credit card can be requested for item(s) returned within 30 days of receiving your online order. The refund can only go to the original credit card used for payment. Refunds to a credit card cannot be made for orders paid by an e-Gift Card or John Hardy Store Credit.

If you wish to get a refund to your credit card, please follow the Return Instructions below to submit a Return Request online with the option: REFUND TO CREDIT CARD. An Authorization of your Return Request will be sent to you via email with detailed instructions on how to send the item(s) back to us. Once your returned item(s) have been received by our office, we will issue a refund of the retuned item(s) (excluding any packaging and shipping or handling charges) to the original credit card used for payment. Please be advised that it will take up to 8 weeks for the refund to reflect on your credit card statement.

Replacement of Incorrect or Defective Items

Replacement of Incorrect or Defective Items

If you ordered from the John Hardy Online Boutique and received an incorrect or damaged item, please contact us immediately via email, or by calling 1.888.838.3022.

We will process the return for you with your John Hardy Online Boutique account. We will create an account for you if you don't have one. An email with detailed return instructions will be sent to you with a prepaid return shipping label for you to send the item(s) back to us, free of charge. Once we have received the original item(s), we will process a replacement order on your behalf.

You may also choose to submit a Return Request directly online. Please follow the Return Instructions below to submit the Return Request with the option: REPLACEMENT WITH STORE CREDIT. An Authorization of your Return Request will be sent to you via email with detailed instructions. A prepaid return shipping label will be provided for you to send the item(s) back to us, free of charge. Once we have received the original item(s), we will process a replacement order on your behalf.

Please note that this shipping guide relates only to purchases made through the John Hardy Online Boutique.

Return Instructions

Returned merchandise must include the original packaging and tags and must be in the same condition as when it was received. Used merchandise cannot be returned unless it is defective.

In order to return your John Hardy merchandise, you must obtain and use a Return Authorization (RA) number. To receive these details, please follow the instructions below:

Guest customers: You must be a registered customer to submit a Return Request online. Please tell us know your order confirmation number via email, or by calling 1.888.838.3022              1.888.838.3022       and we will create an account for you. Please specify “Returns & Exchanges Request” in the subject line of your email to help us expedite your request.

Registered customers: Please sign in to your account and visit the Completed Orders section to submit a Return Request online using the option that suits you.

Please make sure you send the item(s) within 14 calendar days of your requests approval with the RA Number, the Return Label and the Packing List (which can be downloaded from the link provided in the return request authorization email). The item(s) should be

  • in the same condition as at the time of receipt
  • in its original John Hardy packaging
  • with a copy of all documents included in the packaging
  • with the Return Authorization (RA) Number
  • with the Packing List to be placed inside the box
  • with the Return label to be put on the outside of the box
  • insured and signature required via FedEx, UPS or U.S. Postal Service to the address below

    John Hardy USA Inc.
    Starrett-Lehigh Building
    601 West 26th Street
    19th Floor
    New York, NY 10001 USA
    1-888-838-3022              1-888-838-3022

Please allow 7 – 10 business days for the return transit time, plus an additional 8 weeks upon receipt of the item(s) for the required action to be completed and the refund amount to be reflected on your credit card statement.

We will send you email updates regarding the status of your return request, including when your request is completed. As a registered customer, you can track your Return Requests anytime under the My Account section after signing in.

Please note that John Hardy does not permit the return of or offer refunds for Special Order or Pre-order items, John Hardy e-Gift Cards or Store Credit.

Note: John Hardy recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to John Hardy or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.

The terms and conditions in the John Hardy shopping guide pertain only to purchases made directly on johnhardy.com.  Any purchase of John Hardy made outside of johnhardy.com is subject to the terms and conditions set forth by the John Hardy authorized retailer.