Which payment options are available?
You can pay by credit card, PayPal or bank transfer.
Can I change my order?
Please contact us as soon as possible at firstname.lastname@example.org. We do our best to fulfill your wishes, always depending on product availability and order status.
Can I change my shipping address?
Yes, please contact us as soon as possible at email@example.com, so that your package will be sent to the correct address.
Can I cancel my order?
Yes, this is possible. Please contact us promptly at firstname.lastname@example.org. Custom made jewelry, bespoke engagement and wedding rings and jewelry with a personal engraving cannot be canceled after ordering.
Do I have to pay VAT on an international order?
If you order from a country outside the EU, we offer a tax-free purchase. The tax is automatically deducted in the check-out area when you enter your shipping address. However each country has its own rate of VAT and import duties that may be charged.
I’ve made an order but haven’t received a confirmation by mail.
Please check the spam folder of your mailbox, the order confirmation might have arrived there. If you still haven’t received a mail, please contact us promptly at email@example.com and we will gladly take care of it.
Why do some products have a longer delivery time?
Some of our products are made especially for you after you have ordered them, to keep the consumption of resources to a minimum. Therefore, longer delivery times may occur.
Do you offer a gift wrapping?
Yes, just check the "giftwrap" option in the checkout area of the online shop or simply leave a comment that you would like to have a gift wrap.
Where do you ship to?
We ship worldwide with DHL and UPS.
What are the shipping costs?
|Destination||Shipping costs||Order value|
|Germany||5,90 €||orders up to 500€|
|Germany||free||orders above 500€|
|Europe||15,00 €||orders up to 500€|
|Europe||25,00 €||orders above 500€|
|World||25,00 €||orders up to 500€|
|World||50,00 €||orders above 500€|
How long does the shipping take?
Within Germany, shipping with DHL or UPS takes about 1-4 business days, within Europe about 3-5 business days and worldwide about 3-14 business days, always depending on the destination. The estimated delivery times are in addition to the processing times. Orders are usually processed within 1-3 business days.
Do you offer express shipping?
Yes, we are happy to offer you express shipping for an additional charge. Please contact us by mail at firstname.lastname@example.org.
Is the shipment safe and trustworthy?
We send all of our jewelry via insured shipping, which is fully trackable.
How can I track my delivery?
Just click on the tracking link that we have sent to your email address that was provided when you placed your order.
My package doesn’t arrive/is lost. What can I do?
We can check that for you. Please send us an email with your order number to email@example.com.
How do I return an item?
We only accept returns that have been previously announced to us. Please send us a return request by clicking here if you wish to return your order. The shipping costs for the return must be borne by you. Depending on your location and order value we are able to send you a pre-paid return label. New, unworn and originally packaged items can be returned to us within 14 days of receipt for a refund or exchange. Please place the items including jewelry box and invoice in the package you wish to return. Please note that any custom made jewelry, engraved jewelry or custom engagement and wedding rings can’t be returned.
Is there a return period?
The items must be returned to us within 14 days of receipt. Please note that engraved, personalized and custom made jewelry cannot be returned.
Is there a return label?
Depending on your location and order value we are able to send you a pre-paid return label. Please send us a return request by clicking here. In case of delivery of wrong or damaged items, we will of course take care of the shipping and provide you with a return label upon request.
Can I exchange a product?
Yes, please include a note with the item you wish to exchange. If available, we will be happy to resend you the new item as soon as we receive the old item.
I have received an incorrect or damaged product.
We are very sorry! Please contact us at firstname.lastname@example.org and we will take care of it as soon as possible. Of course, you will receive a shipping label for the return shipment.
When will I receive my refund?
Refunds are made within 14 days of receipt and inspection of the item.
How can I contact the customer service?
Please send us an email at email@example.com. We're happy to help!
How do I determine my ring size?
The most accurate sizing is determined by measuring the inner diameter of a ring that fits you well in millimeters. You can download and print the PDF and match the inside of that ring with one of the circles below. To make sure the scale is correct simply place a credit card at the line. If the card lines up, you’re all set. When your ring has been placed on the right size, you should see only the white circle inside your ring. If your perfect fit falls between two sizes, we recommend choosing the larger size. Print PDF here
We also offer a ring sizing set that helps you to find the perfect size for your ring.
We also offer a ring sizing set that helps you to find the perfect size for your ring.
Can rings be customized in a special size?
Yes, please contact us by mail at firstname.lastname@example.org.
Is it possible to order custom lengths for bracelets and necklaces?
Yes! All of our bracelets and necklaces can be custom made in your desired length. Please contact us at email@example.com for further information.
Where is your jewelry made?
To honor the quality and the craftsmanship, most of the pieces are handmade in small German workshops. Due to the expertise some jewelry pieces are made in Italy and New York.
What material is the jewelry made of?
We’re only working with durable 18k or 14k gold. Depending on the piece of jewelry, materials such as yellow gold, white gold or rosé gold as well as diamonds, gemstones and pearls are used. On the product page in our online shop, you will always find exact information about the material.
Can I have my jewelry engraved?
Yes, we’re offering personal engravings for our jewelry, engagement and wedding rings. Please choose the engraving option on the product page or contact us at firstname.lastname@example.org. This service will take approximately 2 weeks.
Are custom designs (e.g. engagement rings, wedding rings) possible?
Yes! We are happy to make a special ring just for you - whether engagement ring, wedding rings or other custom designs. There are many previous custom designs on our website, feel free to take a look. If you are interested, you can book a personal consultation with our online calendar by clicking here or you can contact us at email@example.com.
How do I book an appointment for a custom ring & wedding ring consultation?
You can book an appointment with our online calendar by clicking here. You can also contact us at firstname.lastname@example.org and we will be happy to schedule a personal consultation with you remotely via phone or video call.
Do you work with international clients?
Yes! We offer consultations via mail, phone or video call. We’re happy to work with you no matter where you are located. We’re also offering international shipping.
How long does a production of a custom design take?
Depending on the design, the production time may vary slightly. In general, it will take about 6-8 weeks.
Can I have my engagement/wedding jewelry engraved?
Yes, we’re offering personal engravings for our engagement and wedding rings. Please contact us at email@example.com for more information. This service will take approximately 2 weeks.
Can you use my heirloom jewelry, gold or stones to create a new piece?
Unfortunately, we cannot use your heirloom jewelry or gold, but we are happy to create a new jewelry piece with your gemstones or diamonds. You are welcome to email us a photo at firstname.lastname@example.org so we can evaluate how we can work with it.
Do you carry a variety of different engagement ring sizes?
We don’t carry much stock as most of the ready-to-buy engagement rings are only available in one or two different sizes, but can be resized if desired. The vast majority of our engagement rings is custom made and can therefore be produced in your required size. Find all ready-to-buy engagement rings here.
Will I receive a certificate with the engagement/custom ring?
For larger diamonds you will receive a certificate with GIA expertise from us. For smaller diamonds and gemstones usually a certificate won’t be issued.
What happens if the engagement/wedding ring doesn’t have the right size?
Don’t worry if the ring doesn’t perfectly fit. We provide a one-time complimentary adjustment if the ring allows it.
Can my jewelry be repaired?
This always dependents on the case. Please send us a photo of the damaged jewelry piece with a short explanation by e-mail to email@example.com. We can then give you an info, to what extent a repair is possible.
How can I take care of my fine jewelry?
Please find our jewelry care guide with all important information here.
Can I have my ring polished?
Yes, we’re offering a touch-up service for your ring. Please contact us at firstname.lastname@example.org including a photo of your ring so we can provide you with further information.
Is there a warranty?
Yes, we will repair all manufacturing defects within 2 years from the date of purchase.
Do you still have a studio in Hamburg?
We no longer have a studio in Hamburg, but we’re looking forward to introduce you to new exciting concepts and events happening in various cities within Germany soon.
Can I find your jewelry in other stores?
You can find some of our fine jewelry essentials at Anita Hass (Eppendorfer Landstraße 60, 20249 Hamburg) and our exclusive selection of gold-plated and silver jewelry at Glambou here.
How can I contact you?
You can reach us by mail at email@example.com. We’re happy to help!
I have not yet received an answer to my inquiry.
We ask for your understanding that the processing time can take a little longer, especially during busy periods. Of course, we always try to answer as soon as possible. If you still do not receive a response, please contact us again at firstname.lastname@example.org.