Frequently Asked Questions

How can I make returns or exchanges?

To return or exchange a purchase you made on, please click here, contact a Client Care Specialist at 1-888-838-3022 or email us at To return or exchange a purchase you made at a John Hardy boutique, please contact the location directly.

Do other stores sell authentic, new John Hardy merchandise?

Yes. To find a boutique or authorized retailer near you, please click here. We cannot guarantee authenticity of products purchased from non-authorized retailers.

What if I need extra help or advice about my purchase?

Yes. We welcome you to contact a Client Care Specialist by phone at 1-888-838-3022. We are available Monday through Friday from 9AM to 5PM EST.

Will my John Hardy purchase arrive gift-wrapped?

Yes. All John Hardy items are wrapped in signature John Hardy packaging, complete with polishing cloth and jewelry pouch. Personalized gift messages are available at checkout.

Can I ship my order to an international location?

Yes, we ship to over 200 countries worldwide. For a complete list of countries, please click here. All international orders will be shipped through our partner Pitney Bowes Borderfree. Shipping costs, customs and duty fees are the responsibility of the customer. For more information, contact a Client Care Specialist by phone at 1-888-838-3022 or e-mail at

What payment methods are accepted on

We accept the following forms of payment: American Express, Visa, MasterCard, Discover and PayPal. We also offer a financial payment program through Affirm. Affirm payment is subject to credit check and approval. Affirm is ineligible on made-to-order and backorder items.

For your convenience, your credit card information can be stored in your account. All information is stored securely and is only accessible to you (the account holder). For added security, your billing address must match the address on file with your credit card company. The processing of your order may be delayed if the addresses are different.

For more information, please see review our Privacy Policy.

What is Affirm?

Affirm is a financing program that can be applied to your order as a form of payment. If interested in using Affirm, please apply for eligibility here. Affirm uses encryption to keep your information safe and your application will not affect your credit score. Approved customers can choose between 3-, 6-, or 12-month payment plans, with APR rates ranging from 0-30%. You will also have the option to sign up for autopay, so you don’t miss a payment.

To see if you qualify for Affirm, please refer to Affirm’s Terms and Conditions.

For additional orders, you will have to reapply.

How do I check the status of my order?

You will receive updates regarding the status of your order at the email address provided upon your time of purchase.

If you have an account with us at, you may log in at any time and select “Order History” to view the status of your order. If you purchased as a guest, please click here to check the status of you order.

We recommend creating an account to save time at online checkout, access shipping addresses, track your order status and save items to your Wish List.

Does offer repairs?

Yes. Please refer to our Repair Services.

What is the repair process?

Repairs covered under warranty are made at no additional cost to you. Please click here to see if your repair is covered. All warranty repairs will process automatically.

If there is an additional cost to repair your item, we will notify you before processing your payment.

Once your repair is complete, we will contact you with a tracking number. Please allow 3-5 business days before tracking your repaired item.

Should you decide not to proceed with repair once we evaluate your item, there will be a shipping and handling fee of $25 for the return.

How long does the repair service take?

Repairs take 6 to 8 weeks from the date we received your item. A specialist from our repair team will you contact you via email once your item has been evaluated.

Can I resize my jewelry?

Due to the unique design of our jewelry, some items cannot be resized. To better assist you, please contact Client Care by phone at 1-888-838-3022 from Monday to Friday between 9AM and 5PM EST.

What if I lost a piece from an (earring) pair and need a new one?

If you have a single earring (or stone piece) and are requesting a new match, please contact us to confirm your replacement. We will create a new piece to ensure the closest possible match. Please note that if your piece has been discontinued from John Hardy collections, we may suggest a replacement piece of similar value from a current collection.

Have a Question?

You may contact Client Care
Monday - Friday: 9 AM - 5 PM ET
at 1-888-838-3022.

You can also send us a message
and we will respond within two
business days.

By submitting this form you agree to our Privacy Policy.

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