Ordering & Customization

Q: Can I request a custom piece or design?
A: Yes. We specialize in bespoke creations tailored to your vision. To begin a private consultation, please contact our concierge team at natano@hero-luxury.com.

Q: Are your pieces limited edition or one-of-a-kind?
A: Many of our designs are one-of-a-kind or part of limited collections. Once sold, they are not reproduced to preserve exclusivity.

Q: How do I know if an item is in stock?
A: Availability is indicated on each product page. For rare pieces or time-sensitive inquiries, contact us directly for real-time updates.

Shipping & Delivery

Q: Do you ship internationally?
A: Yes, we ship discreetly and securely to most countries worldwide. All international orders are handled with priority and insured in full.

Q: How long does delivery take?
A: Domestic deliveries typically arrive within 2–5 business days. International timelines vary, but express options are available. For urgent delivery or red-carpet scheduling, please contact us.

Q: Is shipping discreet and insured?
A: Absolutely. All items are shipped in unmarked packaging, fully insured, and require signature upon delivery. For VIP clients, we offer white-glove delivery in select locations.

Privacy & Security

Q: How is my privacy protected?
A: We treat all client information with the strictest confidentiality. Celebrities, public figures, and HNW individuals trust us to safeguard their purchases and identities.

Q: Can I request NDAs for custom work?
A: Yes. Non-disclosure agreements are available upon request, especially for exclusive or unreleased designs.

Payments & Pricing

Q: What payment methods do you accept?
A: We accept major credit cards, bank transfers, and select cryptocurrencies. For high-value purchases, we may require identity verification for security purposes.

Q: Are prices negotiable?
A: Our pricing reflects the rarity of our stones and craftsmanship. We do not discount publicly listed items, but our concierge may assist you with tailored services or packages.

Returns & Repairs

Q: Can I return an item?
A: Due to the bespoke and exclusive nature of our pieces, all sales are final. However, we stand by the quality of our work. If there is an issue, please contact us within 7 days of receipt.

Q: Do you offer repairs or resizing?
A: Yes. Complimentary resizing and repairs are available within 12 months of purchase, subject to evaluation. VIP clients may request an in-home service.

Concierge Services

Q: How can I speak to someone directly?
A: Our private concierge is available via phone, WhatsApp, or email. For immediate assistance, use our VIP contact form.

Q: Do you work with stylists or red-carpet teams?
A: Yes. We regularly collaborate with stylists, production companies, and personal assistants to source or custom-create high-visibility pieces.

Still have questions?

Reach out to our luxury concierge team — we're here to ensure your experience is flawless, from first glance to final sparkle.

Email: natano@hero-luxury.com
By appointment only: Vestingstraat 3, 2018, Antwerp, Belgium