FAQs

  • How does it work?

    Simply upload a picture of your loved one, preview and crop it to your liking, and we'll do the rest. We use a team of experienced jewelers and million dollar equipment to craft something you'll love.

  • How long does the custom process take?

    All photo pendants and memory necklaces from NTMHeart are 100% custom and made to order. That means your item has to be produced prior to being shipped out, which takes time. Please allow 4-5 weeks from the time of purchase to receive your custom product.

  • Why hasn't my order shipped?

    All items from NTMHeart are made to order and need to be produced prior to being shipped. Please allow 1-2 weeks from the time of purchase before receiving a shipping confirmation. You can track your orders progress at any time by clicking here.

  • Do you offer international shipping?

    Yes. NTMHeart offers free international shipping at checkout. Please note that while you will not have to pay any import tax on the NTMHeart website at the time of purchase, you are responsible for any import duties or fees of the destination country.

  • Where can I find my tracking number?

    All orders will receive full tracking information sent via email. Please allow 1-2 weeks for your order to be produced, shipped, and this information to be sent to you. You can also track your order by clicking here. Keep in mind it may take up to 48-72 hours for your tracking information to start updating.

  • Where can I find my order number?

    Immediately after you place your order, you will receive an email confirmation that contains your order number. You will need to reference this number if you have any questions about your order. Please contact us here if you do not know your order number or never received a confirmation email.

  • How does the lifetime guarantee work?

    If your jewelry gets damaged, fades, or breaks in any way during normal wear, you are entitled to a one-time replacement or remake of equal or less value, absolutely free. *You must order the lifetime guarantee at checkout to be eligible for this offer.

  • Is your jewelry made out of real gold?

    Yes, we only use genuine 18k yellow and white gold plating to craft our jewelry. NTMHeart is in compliance and operates under all rules and regulations set by the Jewelry Vigilance Committee. 

  • What is your return/exchange policy?

    Due to the nature of the item, NTMHeart generally does not accept returns or exchanges. Exceptions include: manufacturing defects, wrong pictures, missing items, or damage upon arrival. Please contact us here if you believe you are entitled to a refund, remake or exchange.

  • What payment methods do you accept?

    NTMHeart accepts the following payment methods: Any major credit or debit card (American Express, Visa, Mastercard, etc.), pre-paid debit cards and PayPal.

  • How should I store and protect my jewelry?

    All NTMHeart jewelry should be kept absolutely dry and stored in a dust bag or jewelry box when not being worn. Jewelry should be removed before coming into contact with water, cologne, sweat, perfumes, or chemical products as this may damage and weaken the gold finish. Regular, gentle cleanings with a soft polishing cloth is recommended to keep the finish looking immaculate.

  • My question still hasn't been answered. How can I contact you?

    Please reach out to us by clicking here and our support team will be happy to assist you. Please include your order number and if it involves the status of an order.