When will my order ship?All orders that are in stock are processed within 2 working days upon order receipt and confirmation. All products that are out of stock will be shipped within 3-6 weeks upon order receipt and confirmation. Shipments are also processed and shipped on Saturdays. We do not ship on Sundays and bank holidays. We will inform you of any delays or unavailabilities of products if not stated on our website. You can track our shipment on our website.
How can I track my order?You can track all your orders simply by logging into your account on our website. If you don’t have an account, you can also track your order here. Additionally, our fulfilment partner will send you an email with tracking information as soon as the shipment is on its way to you.
Which shipping carrier is used?All our orders are shipped with DHL Paket or in case of our express service with DHL Express.
What are the standard delivery times?The standard delivery time for products in stock highly depends on your location. Some general estimates are:
- Germany: 2-3 business days
- EU: 2-4 business days
- US: 6-8 business days
- Canada: 6-8 business days
- Africa, Asia, Oceania, : 14-19 business days
Please allow 4-5 weeks for pieces that are not in stock to be handcrafted for you.
What is your return policy?We offer a 14 day return policy for all online orders except engraved and customized pieces. Customized products include engagement and wedding bands as well as those products labelled as “custom”. Certainly, we support you in changes on your products, as a holistic jeweler. The return policy also includes products that are ordered on backorder. However, the 14 days apply only when the product is being shipped to you. Please be aware that we cannot accept items that are not in new condition. For example, that are worn off or show scratches. Please contact us through email@example.com to return your item or simply log into your account on our website and follow the return instructions. As a guest, please use this link for exchanges and refunds.
Can I exchange a product to another size or colour?We offer the opportunity to change the size or colour of your product, whereby you will have to pay for the shipment. Please contact us at firstname.lastname@example.org or through your account on our website.
When will I receive my refund?Refunds are processed within 3 business days after receiving the return. The refund will be granted to your initial payment method.
What can I do with a broken product?Please contact us in such cases. We will check the product and might be able to help you with either repairing the product or taking it in for our recycle program.
What products cannot be returned?We cannot accept returns for customized and engraved items as well as used items. Customized products include engagement and wedding bands as well as those products labelled as “custom”. Certainly, we support you in changes on your products, as a holistic jeweler. If you are in doubt, please contact us through email@example.com
I received a damaged package, what to do?Please refuse delivery on basis of a damaged package if you haven’t accepted it yet. If you already accepted the package, please carefully check for the inside to see for any damaged products. In both cases, please send us an email to firstname.lastname@example.org with pictures of the damaged package and your order number. We will then follow up with the shipment carrier to solve the issue.
Can I change the sizing of wedding and engagement rings?Yes, the sizing of solid gold pieces can be changed, such as all our Bridal line pieces. We offer one free change of size with every order of an engagement ring or wedding band.
Can I engrave my jewelry?Yes, we offer engraving on all backordered pieces. A free engraving comes with all our Bridal line pieces, such as engagement and wedding rings. Please leave a note for your Fine Line and Pret line orders, if you wish an engraving. This engraving is for free, too. Certainly this affects the return policies for the engraved products.
Can an engraving be changed?Yes, the engraving for all solid gold or platinum pieces can be changed. Not much material will be lost, since we use a laser engraving for all our engravings. We can also add an engraving on your piece afterwards. Please contact us for current prices and timelines. It usually takes around 1-2 weeks.
When should I order an engagement ring or wedding band?We usually handcraft your unique pieces within 3-5 weeks. Please contact us if you have a tight deadline. Certainly, there are certain times in the year, such as the pre Christmas time, where we might need a bit longer. So we always recommend ordering your rings latest two months prior to the event.
Do you offer personal help for choosing rings?We offer free personal appointments either in store or virtually. Simply book your appointment through our website. We are looking forward to hearing from you!
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