Orders & Personalization
How do I order a personalized product?
Choose the product, select the available options and enter the requested name, text, photo or other personalization before adding it to your cart. Please check all spelling and uploaded files carefully before completing the order.
How many characters can I use?
The limit depends on the product. Please follow the limit shown directly in the product configurator or product description. If you are unsure whether your text will fit, contact us before ordering.
Can I use special characters or another alphabet?
Available characters depend on the product and personalization method. Use the options shown in the configurator. For a special request, contact us before ordering and we will confirm what is possible.
Can I change my personalization after placing the order?
Please contact us as soon as possible. Because personalized items may enter production quickly, changes are only possible if production has not yet started.
Can I cancel a personalized order?
Contact us immediately. Personalized or custom-made goods are generally excluded from the statutory right of withdrawal when they are made according to your specifications or clearly tailored to your personal needs. Your statutory rights in case of defects or an incorrect item remain unaffected.
Processing & Shipping
How long does processing take?
Ready-made items are usually prepared within 1–3 business days. Handmade and personalized items usually require 5–10 business days before dispatch unless a shorter or product-specific production time is stated on the product page.
How long does shipping take after dispatch?
Typical estimates are:
- Germany and EU: approximately 3–7 business days
- Balkan countries: approximately 5–10 business days
- Other international destinations: approximately 10–20 business days
Delivery estimates can vary due to the carrier, holidays, customs or circumstances outside our control. The available shipping options and any shipping charge are shown at checkout.
Will I receive tracking?
If tracking is available for the selected shipping method, tracking details will be sent after dispatch.
Materials & Care
What materials do you use?
Materials vary by product and may include 925 Sterling Silver, stainless steel, wire and other carefully selected components. The material stated on the individual product page applies to that item.
How should I care for jewelry?
Follow any product-specific care instructions. As a general rule, store jewelry dry and clean it gently with a soft cloth. Avoid harsh chemicals. For plated or delicate finishes, reducing contact with water, perfume, lotions and sweat helps preserve the appearance.
Returns & Problems
Can I return an item?
Eligible ready-made, non-personalized items may be returned in accordance with our Refund Policy. Personalized and custom-made items are generally excluded from withdrawal where the legal exception for goods made to customer specifications applies. Please see our Refund Policy for the full conditions and statutory information.
What if my item is damaged, defective or incorrect?
Please contact us as soon as possible with your order number and, where helpful, clear photos. We will review the issue and provide the appropriate remedy. Your statutory warranty rights remain unaffected.
What if my parcel is delayed?
Contact us with your order number if tracking has not updated for an unusually long time. We will check the available shipment information and help with the next steps.
Payments & Contact
Which payment methods are available?
The currently available secure payment methods are displayed during checkout and may vary by country.
How can I contact Hansima?
Email: hello@hansima.com
Phone: +49 157 39240487
We aim to reply as soon as possible on working days.