Replacement / Withdrawal / Warranty
How to replace your jewelry if you ordered the wrong size.
If you have chosen the wrong size, after receiving it, you will have the opportunity to request a change of size via the webshop via the link at the bottom of the email confirming your order. The exchange must be done within 30 days of receipt (the legal obligation is 14 days, but we voluntarily extend this by +16 days).
„Click here for a change request (replacement or withdrawal).”
If you are registered in our webshop, you can go to the "My Orders" section of your account and click on the "Change request" button.
If we have not yet sent your parcel, you will be informed of this in this menu and you can cancel your order before it is sent by clicking on "I would like to cancel my order" if you change your mind and do not want the products you have chosen. In this case, you will not be obliged to make any payment or we will refund the full amount already paid.
After the order has been sent, we will send you another automatic notification by email, where we will send you again the link to the size change or cancellation in the same place (at the bottom of the email).
If you want to change the size (or product), or cancel all or a part of your order, by clicking on this link (or by logging in to your account as described above), we will offer several options for you:
- Return due to a warranty problem
- Product exchange or return
- Return a complete order (withdrawal)
Selecting the menu that suits your needs will open the details of your order, where you can choose which product you have a warranty claim, replacement or cancellation request for.
If you choose to return the entire order, the entire order will be treated as one (no further selections are possible).
If you want to request a size or product exchange, click on the "Exchange or return product" button, where you can choose which product you want to return from the list of your order that opens. Click on the "I want to return this product" button below the product, then click on the "Choose another product" button, which will redirect you to the same product, so you can choose another size and add it to your cart immediately without having to search.
If you don't want a different size, but a completely different product, for example, you can simply select any other product in the shop and add it to your cart.
If you just want to return the product, you don't need to choose another product, but if you want to, you can choose several products in addition at the same time.
At the end of the size exchange basket, you will find an accurate accounting, which includes the refund amount for the return of your previous order, the shipping cost of the replacement (which includes the new shipment and the product to be returned). If you requested the product exchange insurance option when you placed your original order, you will not have to pay any further shipping costs here.
When you place an exchange order, you must pay for the new item (and the shipping cost if you do not have size exchange insurance), and once the returned jewelry has been received at our premises, we will refund the amount according to the account.
The courier services have two different shipping rates:
- The return-only (in case of withdrawal) shipping fee
- The exchange package shipping fee
WE HAVE GOOD NEWS FOR YOU!
If you are a registered loyalty customer, we will pay the delivery fee for you and the shipping for the returned or exchanged products is free of any charge!
SO THERE IS NO RISK AT ALL!
If you don't like the product or it's not the right size, you won't have to pay any extra costs! At your request, we will send a courier to return the jewelry you don't need and if you have selected any other jewelry, it will be sent at the same time!
If you have not yet signed up, do it now!
So all deliveries will be free of charge for you.
If you paid for the order by credit card, this amount will be returned to the credit card used at the time of ordering, or to your Paypal account if you paid by Paypal.
In case of product exchange, you can choose a different payment method from the original order.
If you choose any of these options, you will always find a cancellation option, e.g. if you have filled in something incorrectly or change your mind in the meantime.
After you have submitted your change request, we will send you an email with detailed information about the delivery, just as we sent it about your original order before.
Pack the package back in the postal box and seal it securely, then when the courier delivers the exchange package, he will pick up the other package to be returned.
No need for any labelling, because the courier will bring the parcel label with and stick it to the parcel.
Click here to view the instructions how to reseal the shipping box!
If you have any further questions, please contact our customer service team on the following contact details and they will be happy to help you.
If you need help from our customer service staff, please prepare your order details (order number is enough, but if you can't find it, we can find your order by order date and customer details for any necessary modifications).
We can arrange the exchange as quickly as the previous order.
If you are unsure of your ring size when ordering, we recommend that you download the ring sizer using the button below, print it out and cut it as described. You will be able to determine your size fairly accurately and probably won't need to replace it.
We also include a free plastic ring sizer in the package, so if you order the wrong size, you can measure the correct size on receipt of the package.