FAQs
Have any question regarding ordering? Didn’t receive your order yet? Please look in these Frequently Answer Questions (FAQs).
If you still cannot find the answer do not hesitate to contact us.
Your Account
Do I need an account to order?
It is easy to set up an account. It will only take a few minutes out of your time. If you have an account you can access it on any moment you wish. But more importantly, you can check the progress of an order, you can change your details. Next time you order again it will speed up this process. Alternatively, if you do not like to create an account you can check out as guest instead.
I forgot my password, what now?
If you forgot your password, you can request a new password on the account page. Just click the link lost password and you will receive a new password via your e-mail.
Ordering
Depending of where you are in the world this might be the case. We are shipping from Luxembourg which is in the European Union. Anything ordered within the European Union is free of any custom or duty charges. However, if it is outside the EU charges may apply when our goods reach your destination. How much? We have no idea and we have no control over the amount charged.
How can I see if my order went through
You will receive a confirmation via e-mail of your order with an order number. Before contacting us in the event that you haven’t received this e-mail please look in your spam folder. Did you make a mistake in your e-mail perhaps? However, we will be happy to help you. Just contact us
The products I was shopping for are sold out
Products are not allotted to anyone till you have paid for your order, so this can happen. We do not sell items which are made in bulk and which have an endless stock. Therefore, it is best to finish your order as soon as possible. Also, when you add something to your shopping basket, it is not reserved.
I would like to add something to an existing order
If it is not dispatched yet, it might be possible. However, we cannot promise this. It depends on a lot of factors. But we try the best to limit the shipping costs for you as much as possible.
I forgot to use my discount code, can I get a refund?
Unfortunately, this is not possible. So please have your discount ready when ordering. You can enter the code at the checkout page.
How do I order?
You can find an extensive explanation about ordering on the page how to order. However, if you still have questions do not hesitate to contact us, we are happy to help.
Delivery
The expected delivery time has passed what should I do?
You will receive an e-mail with a track & trace code and the courier used. We normally give a link directly where you can track your order. This is not the case for children’s jewellery. If you still need help please contact us at [email protected]
Can I pick up my order?
Yes you can pick up your order. However, you do have to notify us first if you wish to take advantage of this method. As we do not have any payment facilities at our office, you need to pay in advance
Do you use track & trace?
Yes, we do. As soon your order has been dispatched you will receive an email from us with all the details of your order. Please ensure that our emails will not end up in the spam folder. We might have important information to communicate.
Which Postal Companies Do you use?
We have several delivery options depending on where you are situated. We work with the Luxembourg Post, Bpost, Deutsche Post and DHL
How much do you charge for Delivery?
Depending of where you are in the world and method chosen it is between € 1.30 till € 11.39*. However, they prices for shipping in the concept store are a bit different. You can check the shipping costs easily just before check-out. You can find more information regarding shipping on our extensive page with all the shipping costs costs. If you still have questions do not hesitate to contact us.
Payment
What Payment methods do you accept?
We accept all major credit cards, Ideal, Bancontact, Paypal and many more. You can also pay by bank draft. You shouldn’t have any problem to find your favourite payment option.
In which currency can I pay?
You can pay in € and £. Also US$ and C$ are possible but this depends on the payment method chosen.
Exchanges & Returns
How can I return an item?
Of course we want you to be happy with your purchase. If this is not the case you can contact us and inform us that you wish to return your purchase. More information regarding returns can be found on our dedicated returns page.
Do you return my shipping fees?
We will refund the complete amount you have paid when ordering. However, we will not refund the amount you paid to send back the item to us.
Do you have extended returns during the holiday season?
Yes we do! You can conveniently return your items till the 20th January 2021. Even if you bought it in November so you have all the time to purchase your gifts.
Contact
How can I contact you?
There are several ways you contact us. Via e-mail form on our contact page. You can contact us via Whatsapp, call us or via several other social media channels. All details can be found on our contact page.
Do you work together with bloggers?
Yes we do!. If you are a blogger you can send an e-mail to [email protected]
Product Information
How do I care for my leather handbag, wallet
Have a look at our how to guides. They give tips how to care for products. Best to keep your bag in a dust bag at home though, that will prolong the long levity.
How to best care for my jewellery?
Never swim, shower, with your jewellery on. Especially rings do not do your dishes with your rings on. You can find more information regarding this in our how to guides.