FAQs – Frequently asked questions

What materials do you work with?
In our online shop you can find „Additional Information” about each of our jewellery pieces, where we have detailed lists of the materials used in the designs. As a general rule however, we work with sterling silver and 14K gold plated sterling silver, freshwater pearls, Swarovski crystals and gemstones. For our hair jewellery we also use high quality silver or gold plated copper wire.

Can I order your jewellery with other precious metals, for example, in yellow gold or rose gold?
We love custom orders and are very happy to serve your individual wishes. Please be aware that this may be associated with longer delivery times and higher costs in order to get exactly what you desire. Just talk to us and let us advise you. You can reach us by phone at +49 (0) 711 93546542 Monday until Saturday between 11 am and 6 pm or by email to contact(at)juvelan.net.

How do I order in the online shop?
All information about the ordering process can be found here.

Can I order by telephone or e-mail?
Of course! You can reach us by phone on +49 (0) 711 93546542 Monday until Saturday between 11 am and 6 pm or by email to contact(at)juvelan.net.

My desired product is no longer in stock. Can I order it anyway?
If a product is no longer available, send us an email to contact(at)juvelan.net or give us a call on +49 (0) 711 93546542. We are happy to help and see what is possible!

How do I pay my order?
All information about our payment methods can be found here.

How secure is it to pay by credit card in the JUVELAN online shop?
We use SSL technology (Secure Socket Layer), so your credit card information and personal data are protected during transmission at all times. You will recognize the secure connection in the address field of your browser where the security protocol (https://) appears.

To which countries can I have my JUVELAN jewellery delivered?
We offer worldwide shipping. All information about delivery and shipping can be found here.

Can I have my order delivered at a post office box (PO box)?
We are only able to deliver to post office boxes within Germany.

How much does the shipping cost?
The cost of postage and packaging will vary by country. Simply place the items you would like to order in the shopping cart and select your country. The appropriate shipping costs will then be displayed in the shopping cart.

Does JUVELAN offer free shipping?
No, unfortunately not. But there are often campaigns that we run, where free shipping on orders is offered over a certain period. To keep informed about such campaigns, simply sign up for our newsletter.

Which logistics partners do you ship your jewellery with?
We ship all orders with our delivery partner DHL.

How long does the delivery take?
After we have received your payment, the delivery time displayed next to the product applies. Since the jewellery is made by hand especially for you, the delivery time can sometimes be a little shorter or longer than indicated. In such exceptional cases, you will immediately receive a notification from us.

How can I change the currency shown in the online shop?
Our online shop operates in EURO currency only and all prices are shown in EURO. At the moment it is unfortunately not possible to change currency.

Will I have to pay additional duties or taxes?
All our product prices are in EURO, and include VAT. If your shipping destination is outside the EU, you are liable for all import duties, customs, and local sales taxes levied by the country you are shipping to; therefore, payment might be required for customs to release your order. We recommend that you investigate potential charges before placing your order.

I have a store and would love to sell your jewellery. Do you offer wholesale?
Yes, if you are interested in carrying our jewellery in your store, don’t hesitate to visit our wholesale page and get in touch with us. We look forward to hearing from you!

What should I do if my JUVELAN jewellery breaks?
Our goal is to deliver high quality products to you. Thus we guarantee a faultless product at the time of delivery, with regards to both material and craftsmanship. If however you are not completely satisfied with your delivery, please contact us within 14 days in order for us to help and make you happy again. Should your JUVELAN jewellery break at a later date, we also offer a repair service. Firstly, please send us an email with a brief description and a photo of the defective jewellery, to contact(at)juvelan.net.  Upon receiving this we will check if the damage is due to a material defect or has been inflicted by customer use and we will estimate the required repair work. Depending on that, we will either repair your jewellery free of charge or send you a non-commital cost estimate.

How will my JUVELAN jewellery be packed?
All jewellery pieces are packed in high quality JUVELAN jewellery boxes and well protected in a sturdy shipping box.

How can I return my order?
All information about our returns policy can be found here.