Can the products get out of stock?
No. We produce made-to-order in 10-12 business days which means just for you! We don’t mass produce to keep our use of resources to a minimum.
I already paid but haven’t received a shipping update - what’s happening?
We produce made-to-order, just for you. Therefore, we need 10-12 business days for production! Once your pieces got hand-finished by our goldsmiths and are ready to ship, you will receive a shipping confirmation with tracking link.
Can I cancel my order?
Yes. Please contact customer care, for example via email@example.com or the little chat icon. Excluded from cancellations are engravable and personalized pieces. If you’re not sure, ask us.
Can I change my order regarding selected size, material or item?
It depends. We will try our best - send us a quick message via firstname.lastname@example.org or the little chat icon.
Can I change my email or shipping address?
Yes. Send us a quick message via email@example.com or the little chat icon.
How can I pay?
You can pay via Visa, Mastercard, American Express and Paypal so that you can securely order your new product knowing that you are protected when you purchase.
Do you ship to .. ?
Yes, most likely! We ship worldwide with a few exceptions.
How much is shipping?
Tracked standard shipping: It’s free for orders above 100$/€/£! For orders below, shipping to the UK is £4.4, to EU countries €4.40, to Germany €3.90 and to countries outside of the EU $4.9.
Tracked express shipping with FedEx costs 15.90€/ 17.90$/ 14.40£ to European countries, the US and Canada, 23.90€ / 26.90$/ 20.90£ to South Africa and 21.90€/ 24.90$/ 18.90£ to other countries.
How long does shipping take?
Standard shipping to Germany takes 1-2 business days, it takes about 3-4 business days to Austria, about 4-6 business days to the UK, about 8 days to the US and Australia and about three weeks to other countries - if everything goes smoothly!
Express shipping takes 2 business days worldwide.
In busier times, shipping duration can vary and delays on the courier and connection courier ends (DHL, German Post, Royal Mail, USPS etc.) can happen. Although we do our best, we can therefore not guarantee our minimum shipping estimates.
Keep in mind that shipping times add to the production time of your order (10-12 business days for jewelry).
How can I track my shipment?
With the tracking link, we sent you via the email address you ordered under. Our shipping carriers are DHL within Germany and to Austria, German Post internationally. UK orders are trackable on Royal Mail, US orders on USPS and Swiss orders on Die Post.
Do you offer Express Shipping?
Yes! (Express shipping will speed up shipping, not production times.)
Express shipping with FedEx costs 15.90€/ 17.90$/ 14.40£ to European countries, the US and Canada, 23.90€ / 26.90$/ 20.90£ to South Africa and 21.90€/24.90$/ 18.90£ to other countries.
Express shipping takes 2 business days worldwide.
I think my parcel is lost...
Let us double check for you! Shoot a message to firstname.lastname@example.org or the chat icon.
Will I be charged taxes?
It depends. Orders are tax-free within the EU but apply on orders to Switzerland (order value above 57 EUR/ 49 GBP), the US (order value above 1000 USD/ 772 GBP) and Canada (As our jewellery is made in the EU, orders are duty free. Depending on which state you're living in, you have to pay a local import tax, directly invoiced by the Canadian Post. This means roughly 5% and it might include a handling fee by Canadian Post). For the mentioned exceptions, your local post carrier will charge you the import tax.
Can I return my order?
Of course! You have a 14 day right to return your order. We provide German and Austrian orders with a return label, international customers cover the return costs themselves. Excluded from returns are engravable and personalized pieces. If you’re not sure, ask us (email@example.com).
If you’ve placed your order between November 18th and December 18th 2019, you can return your item(s) back to us until January 8th, 2020. All orders placed after December 18th, 2019 will be eligible for our regular 14 day right to return. Message us via firstname.lastname@example.org or chat to request a return.
How do I exchange an item?
Message us at email@example.com or via chat if you wish to exchange your item.
I received a wrong item.
We will sort that out for you as soon as possible! Message us at firstname.lastname@example.org or via chat and we’ll get right on it.
How do I find out my ring size?
You can find out your ring size like so:
- Either find a ring you already love and wear and measure its inside diameter
- Or cut a strip of paper, wrap it around your finger and mark where the paper meets. Now measure the distance between your markings to get your finger circumference
- Use the conversion chart to find your size
Do you offer a warranty?
Yes. We repair all manufacturing faults within two years after purchase. If the damage is due to normal wear and tear or mishandling - we’ve got you covered as well with our repair service. Send us a quick email via email@example.com and we’ll get right on it.
Jewellery care tips
How to take care of your jewellery:
What to avoid:
Why do I need to follow care tips for high quality jewellery?
Gold and Silver are organic materials. If the plating rubs off after years of wear or a scratch breaks your heart for perfection – remember, it's natural. Take care of what you love and increase the lifetime of your fine jewellery with our re-plating and repair service. Reach out to our care team: firstname.lastname@example.org
All our 925 Silver jewellery is rhodium-plated to make it more durable. The extra layer of rhodium gives our jewellery its special silver-white shine. Rhodium is considered the rarest and most valuable precious metal in the world – well above Gold or Silver.
Gold Vermeil pieces are 925 Silver, plated with Gold, and meet fine quality standards. Vermeil jewellery requires at least 10-karat gold with a thickness of 1.5 microns. We use recycled 24-karat, the purest Gold available, with a thickness of 2.5-5 microns, because we want to make it last.
All our pieces are all nickel-free and allergy friendly.
As you may know, instead of manufacturing large batches, every jewellery item is made-to-order, making sure no resources or precious metals are being used without a clear purpose.
Firstly, every single jewellery piece gets casted (meaning liquid sterling silver is poured into a mould!) and after that personally hand-finished by our goldsmiths. The last step is called galvanization: at this stage, your jewelry gets purified in silver or gold (we use recycled gold, melted in Belgium), gloss improved and its durability strengthened, so it is flawless for years to come.
In total, production takes 10-12 business days from beginning to end. As soon as your piece is on its way to you, you'll receive a shipping confirmation with a tracking link. Shipment can take from one to three weeks*.
*Average shipping times are: Germany 1-2 days, Austria 3-4 days, UK/ US/ Europe/ Switzerland 1 week and Australia/ Asia/ Canada/ South America 2-3 weeks.