Shipping Policy
Shipping costs:
Shipping costs are calculated individually based on your delivery address and are displayed in the shopping cart as well as in the order process.
Delivery service:
The delivery is made by DHL, DPD, ASENDIA or UPS.
Shipping time:
The shipping time of your order depends on the production process of the items you ordered. In most cases we work with the "on demand" system. This means that your order is produced individually for you; therefore, the delivery takes a little longer than stock items ready for shipment. So it can take up to 30 business days (depending on the item category) until everything is ready to ship.
After we receive your payment, your order will immediately go into production.
As soon as your order is on its way to you, you will receive a shipping confirmation with a tracking number, which allows you to follow the entire route of your package.
If your order has not arrived one week after receiving the shipping notification, please contact our customer service.
You received a package but not all items are included? Don't worry, we didn't forget half of them! Sometimes we actually send packages separately so you don't have to wait too long for everything due to different production times. The rest of your order should arrive soon. If you have any questions about this, please feel free to contact our customer service.
Packing and partial deliveries:
Your order will be packed with the utmost care so that it arrives safely. However, if you notice any damage to your item, please contact our customer service. For shipments with several items from different product categories, the packaging may vary for the sake of the environment, if it can be packed into fewer individual shipments as a result.
Packing stations and delivery at the post office
Shipping to a Packstation within Germany is possible. To do this, please be sure to enter your postal number in the field "address addition/company". Please enter the term "Packstation" and the number of your Packstation in the field "Street and house number". Shipments with a minimum size of 15 x 11 x 1 cm and a maximum size of 60 x 35 x 35 cm are suitable for receipt via PACKSTATION.
If the DHL delivery person does not meet you at the delivery address and cannot leave your package with an authorized recipient, you will receive a notification card. With this card, you can then pick up your package at the specified branch upon presentation of an ID within the storage period of 7 working days. If you do not pick up the package within the storage period or DHL does not meet you even after a repeated delivery attempt, the package will be returned to our warehouse as undeliverable.
Delivery problems:
A return to us can be due to several reasons, such as an incomplete or unknown address, multiple unsuccessful delivery attempts, refusal to accept, or it was not picked up at the post office within the specified time period. But don't worry, just tell our customer service. if you want your items to be sent to you again and if you want to choose an alternative address. We will take care of it immediately.
The shipping time of your order depends on the production process of the items you ordered. In most cases we work with the "on demand" system. This means that your order will be produced individually for you; therefore, the delivery will take a little longer than stock items ready for shipment. It can therefore take up to 30 business days (depending on the item category) for everything to be ready to ship.
Once the item is on its way, we will automatically send a shipping confirmation with a tracking number. If you did not receive this email, please check:
Did our email maybe get lost in your spam folder?
What email address did you enter when you placed your order (for example, if you registered via Facebook, we will send your updates to the address you are logged into Facebook with)?
If you can't find a message even in the last corner of your inbox, feel free to contact our customer service. They will take care of you.
Tracking with your tracking number does not work:
Don't worry! For freshly shipped packages, it can take up to 24 hours for recently uploaded tracking numbers to be activated.
Such an error message is usually in the form of "We are currently unaware of shipment 123456789" or "We currently have no information for shipment number 123456789", but don't panic, your jewelry will arrive.
However, if you still have problems after 24 hours, please contact our customer support and they will take care of you.
Tracking with your tracking number does not work:
Don't worry! For freshly shipped packages, it can take up to 24 hours for recently uploaded tracking numbers to be activated.
Such an error message is usually in the form of "We are currently unaware of shipment 123456789" or "We currently have no information for shipment number 123456789", but don't panic, your jewelry will arrive.
However, if you still have problems after 24 hours, please contact our customer support and they will take care of you.
You have received a tracking number but the package has been hanging in the same place for several days and can't find its way to you? Our customer service will be happy to take care of it - just let us know. We'll contact DHL for you and keep you updated every step of the way.
Lost package:
Your package didn't find its way to you? You haven't received a delivery notification a week after your shipping confirmation?
Don't worry, our customer service will deal with the problem immediately and find out for you where exactly your package is and how it can get to you as quickly as possible. Just let us know.