1. Orders & Personalization

Q: How do I order a personalized necklace or bracelet?
A: Choose your favorite design, select the options (chain, color, size) and write the name or word you want in the personalization box before adding the product to your cart. Please double-check the spelling before you complete the order.

Q: How many characters can I use for the name?
A: Our personalized designs usually allow up to 12 characters (letters). If you are unsure if your name fits, feel free to contact us before ordering.

Q: Can I use special characters or another alphabet?
A: At the moment we work with Latin letters (A–Z), space and “-”. Emojis and other symbols are not supported. If you have a specific request, send us a message and we will see what is possible.

Q: Can I change my personalization after I place the order?
A: We start making your jewelry shortly after you order. If you need to change the name or details, contact us within 12 hours of placing the order. After that, we usually cannot change it anymore because production has already started.

Q: Can I cancel my order?
A: Non-personalized items can sometimes be cancelled before shipping. Personalized items are made just for you, so cancellations are only possible in a very short time window. Please contact us as soon as possible if you need help.

2. Processing & Shipping

Q: How long does it take to make my jewelry?
A: For handmade and personalized pieces, production time is usually 1–2 working days before we ship. Ready-to-ship items are shipped faster, normally within 1–2 working days.

Q: How long does shipping take?
A: Delivery time depends on your location and shipping method at checkout. Typical delivery times:

• Germany: approx. 2–5 working days after shipping

• EU countries: approx. 3–7 working days after shipping

• Other countries: approx. 7–21 working days

Please note that delays may occur due to holidays or customs.

Q: Do you ship internationally?
A: Yes, we ship to many countries in Europe and worldwide. The available destinations and prices are shown at checkout.

Q: Will I receive a tracking number?
A: For most orders, yes – you will receive a confirmation email with tracking details once your order is shipped. If tracking is not available for your country or shipping method, we will indicate that at checkout.

3. Materials & Care

Q: What materials do you use?
A: Our pieces are made from carefully selected materials such as sterling silver, stainless steel, plated metals and high-quality findings, depending on the design. The material for each product is listed in the product description.

Q: Is the jewelry waterproof? Can I shower with it?
A: To keep your jewelry beautiful for a long time, we recommend avoiding water, perfume, lotions and sweat as much as possible. Remove your jewelry before showering, swimming, working out or sleeping.

Q: How should I care for my jewelry?
A: Store your jewelry in a dry place, ideally in a jewelry box or pouch. Clean it gently with a soft, dry cloth. Do not use harsh chemicals or cleaners.

4. Returns & Problems

Q: Do you accept returns or exchanges?
A: For non-personalized items, we accept returns within 14 days of delivery, as long as the item is unused and in its original condition.
Because personalized items are made especially for you, they are not refundable or exchangeable, except in case of a mistake on our side or a defective product.

Q: What if my item arrives damaged or incorrect?
A: We are very sorry if something went wrong. Please contact us within 7 days of receiving your order with photos of the item and the packaging. We will review your case and offer a solution, such as a replacement or refund.

Q: My package seems lost. What can I do?
A: If your tracking has not updated for a long time or the package is delayed, contact us with your order number. We will check the shipment with the carrier and inform you about the next steps.

5. Payments & Contact

Q: What payment methods do you accept?
A: We accept secure online payments via the methods shown at checkout (for example credit/debit card, PayPal, and others depending on your country).

Q: Is my payment data secure?
A: Yes. Our store uses secure, encrypted checkout technology. We do not store your full payment details on our servers.

Q: How can I contact you?
A: You can reach us via our Contact page or by email at [add your shop email here]. We usually reply within 24–48 hours on working days.