H&Q Jewelry FAQ's


Q: Where is H&Q Jewelry located?

A: Orlando Fashion Square Mall 3201 East Colonial Drive, Orlando, FL 32803 and Altamonte Mall 451 E. Altamonte Dr. Altamonete Springs, FL 32701


Q: How can I contact H&Q Jewelry?

A: Fashion Square Mall: (407) 985-5185  Altamonte Mall: (321) 972-3415


Q: How can I get information on or order loose diamonds or colored gemstones?

A: H&Q Jewelry sells loose diamonds with either EGL or GIA independent trade lab reports.  We have a GIA trained specialist on staff to answer any questions regarding loose diamonds or colored gemstones.  Just call the store during normal business hours to discuss any questions you might have.


Q: Can catalog items be ordered with different diamond or gemstone configuration?

A: Most pieces of jewelry in the online catalog which contain a major center diamond or colored stone, are often available with other centers of variable size, shape or quality as it pertains to diamonds, and other colored gemstones where applicable.  Please call the store during normal business hours to inquire.


Q: Is there a broad selection of jewelry at the store?

A: H&Q Jewelry’s retail store contains thousands of pieces of beautiful jewelry, in all the latest fashions, and in varying price ranges.  Please call during normal business hours to inquire about the full extent of our jewelry collections.  We have the capability to email or fax pictures or descriptions of most of our merchandise.


Q: How can I order jewelry from the Designer Collections?

A: Our online designer collections represent only a fraction of the beautiful creations available from these talented professionals. Jewelry from our designer collections must be ordered directly through our retail store.  In many cases we can link you directly to these companies websites, so that you may peruse the larger collections. Please call during normal business hours to inquire.


Q: What is H&Q Jewelry's shipping policy?

A: Retail catalog orders are delivered within 7-10 business days with normal free shipping. Accelerated shipping (5 business days or less) is available at listed charges. For quicker delivery phone store to inquire about product availability.


Q:     What is H&Q Jewelry’s return policy


Please read carefully before making your purchase. All orders made through this online store are considered custom orders, made as requested by client (you), and we are not required to provide a refund if you have changed your mind about a particular purchase for any reason. Each piece of jewelry can take several days to several weeks to create from start to finish, all depending on how you customized your order. However, some articles may be accepted for partial store credit or exchange if returned in salable condition within 10 calendar days from the date received. Buyer will be held responsible for any restocking fees and/or reconditioning fees, plus all shipping fees as they are non-refundable. We will not refund for "buyer's remorse". Absolutely no refunds on custom engraved merchandise and any custom made rings. Items thought to be damaged or defective must be returned at the customers' expenses and H&Q Jewelers will decide the validity of all claims. If the received order was faulty or damaged, we will properly meet obligations under the applicable laws.


All products must be returned in good condition, in original boxes, and with all paperwork (such as watch instruction booklet or diamond certificate) and accessories to ensure a full credit.

Please note that your original. Shipping and handling or other additional costs will not be refunded, unless you received a damaged, defective, or incorrect item.

If you are sent the WRONG PRODUCT in error you must contact us no later than 10 calendar days of receipt of the product to discuss a RETURN AND EXCHANGE. Please take into account any seasonal closure of our distribution center.

Exchanges and Refunds:
When returning an item it is important that you use all the original packaging or similar. Jewels and watches MUST be returned in a cardboard box to protect them during return transit. If items are damaged in return transit we cannot guarantee a replacement or refund.
If the item has clearly been used or is damaged from use we cannot provide an exchange or refund. If your product was bought elsewhere please approach them directly.
We cannot process returns or refunds that are not supported by both the purchase(s) in their original condition and the dated proof of purchase (or order ID number if it was a gift).
We refund only on the same debit/credit card used for the initial payment.
We do not arrange a collection for you, you need to return the purchase yourself at YOUR expense. Once we have received the returned item and checked that the condition of the item is acceptable to us, a replacement will be sent to you or a refund given within 30 calendar days.

Q: What is the cancellation /back-order policy?

A: Any online catalog order with normal shipping can be cancelled within 48 hours of order via phone or online (contact us).  Any online order with accelerated shipping can be cancelled within 24 hours of order via phone or online (contact us).  Any order cancelled post shipping and prior to receipt will be treated as a returned order, with customer being responsible for returning shipping and insurance charges, and condition of the merchandise.  If an online catalog item is on back-order, you will be notified within 48 hours of your order with estimated time of delivery.  You will have the option to cancel the order at that time.


Q: What is the payment policy?

A: We accept Visa, Matercard, Discover, and American Express for any retail order.