FAQ

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 by phone +49 (40) 40 22 60 41 71 or mail via contact@ninakastens.com. We do our best to fulfill your wishes, always depending on product availability and processing of the order.
Can I change my shipping address?
Yes, please contact us as soon as possible by phone +49 (40) 40 22 60 41 71 or mail via contact@ninakastens.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 by mail contact@ninakastens.com or phone +49 (40) 40 22 60 41 71. Custom made jewelry and engagement and wedding rings cannot be canceled after ordering.
I’ve made an order but haven’t received a confirmation by mail.
Please contact us promptly by mail via contact@ninakastens.com or phone +49 (40) 40 22 60 41 71 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.
Can I buy single earrings or pendants without a chain?
Yes, please contact us by mail via contact@ninakastens.com.
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, UPS and Deutsche Post. 
What are the shipping costs?
Within Germany the shipping costs are 5,90€, within Europe 11,90€ and worldwide 11,90€.
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 contact@ninakastens.com.
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 contact@ninakastens.com.
How do I return an item?
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 in the package you wish to return, include the invoice and ship to the address below. The shipping costs for the return must be borne by you. Please note that engraved, personalized and custom made jewelry cannot be returned.

Please contact us in advance if you'd like to return fine jewelry pieces to ensure a secure shipping.

Return address:
Nina Kastens
Klosterallee 104
20144 Hamburg
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?
The costs for the return must be borne by you. In case of delivery of wrong or damaged items, we will of course take care of the shipping and provide you with a DHL 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 by mail via contact@ninakastens.com and we will take care of it as soon as possible. Of course, you will receive a DHL 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 contact@ninakastens.com or call us at +49 (40) 40 22 60 41 71. 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.
Shop here
Can rings be customized in a special size?
Yes, please contact us by mail at contact@ninakastens.com.
Where is your jewelry made?
To honor the quality and the craftsmanship, all pieces are handmade in small German workshops and partly in our studio.
What material is the jewelry made of?
Depending on the piece of jewelry, materials such as silver, gold, brass, mother of pearl and freshwater pearls are used. On the article page in our online shop, you will always find exact information about the material.
How is the jewelry plated?
Our jewelry is made of silver or brass with an 18-karat gold plating. Our fine jewelry is made of very durable 18-karat or 14-karat gold.
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 beautiful custom designs on our website, feel free to take a look. If you are interested, just contact us by phone +49 (40) 40 22 60 41 71 , by mail via contact@ninakastens.com or simply come by our studio. 
How do I book an appointment for a custom ring & wedding ring consultation?
Please contact us by mail via contact@ninakastens.com or call us at +49 (40) 40 22 60 41 71 and we will be happy to schedule a personal consultation with you.
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 4-6 weeks.
Can I have my jewelry replated?
Yes, we will be happy to re-plate your jewelry so that it appears in a radiant shine. Please contact us by mail at contact@ninakastens.com. The whole process will take about 4-6 weeks.
What does a replating cost?
Replating smaller jewelry (such as single pendants, small and medium hoops) costs 25€ and larger jewelry (such as rings, chains with pendants and massive chains) are charged 40€.
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 contact@ninakastens.com. We can then give you an info, to what extent a repair is possible.
How can I take care of my jewelry?
Store your jewelry separately in a padded box to protect it from scratching and tangling. Remove your jewelry before exercising, physical work, showering, swimming, and going to bed.

Avoid contact with water, perfumes, body lotions, hairspray, chlorine, and other products containing chemicals because it can dull and damage the material.

Gold plated jewelry will tarnish naturally over time, exposing the base metal underneath. How quickly this happens depends on your individual wearing behavior and the pH value of your skin.

To clean, soak your jewelry in a solution of warm water and mild detergent. Rinse your jewelry and dry it off carefully with a soft cloth or paper towel.

How can I take care of my fine jewelry (e.g. engagement or wedding rings)?
Our fine jewelry pieces are made from durable 18k or 14k gold that won’t discolor or tarnish over time. Everyday wear might leave some marks but with proper care, your jewelry will last a lifetime. Remove your jewelry when working with chemicals or other harsh products. To clean, soak your jewelry in a solution of warm water and mild detergent. You can use a soft toothbrush to gently clean of any residue. Lastly, rinse your fine jewelry and dry it off carefully with a soft cloth or paper towel.
Where is your studio located?
Our studio is located in Hamburg in the heart of Eppendorf.

Klosterallee 104

20144 Hamburg

Can I pick up my online order at the studio?
Yes, please choose the "store pick-up" option during checkout or add a small note in the comment box when you place your order so that we know.
Where is parking available?
There are several parking options in Eppendorf, but as in most large cities, they are often occupied. Especially during Isemarkt hours on Tuesday and Friday it can get crowded. Alternatively, you can come to us by subway and get off at the stations "Eppendorfer Baum" or "Hoheluftbrücke".
What are your opening hours?
Monday to Friday: 11am – 6pm

Saturday: 11am – 4pm

Can I buy a gift card?
Yes! You are welcome to buy a gift card in our studio or via our online store. The gift card can be redeemed in the studio and in the online store and has no expiration date. However, the amount cannot be exchanged for cash.
Do you offer a gift wrapping?
Yes! We are happy to offer you neutral gift wrapping all year round and Christmas wrapping at the end of the year.
Are all jewelry pieces in stock at the studio?
Most of our jewelry is in stock in the studio, but availability may vary from day to day. If you would like to reserve an item in advance, please contact us by email at contact@ninakastens.com or call us at +49 (40) 40 22 60 41 71.
How can I contact you?
You can reach us by mail at contact@ninakastens.com or by phone at +49 (40) 40 22 60 41 71. You are also welcomed to visit us in person at the studio, we are looking forward to see you!
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 by mail via contact@ninakastens.com or by phone at +49 (40) 40 22 60 41 71.