Frequently asked questions for customer support
In order to keep the response times as short as possible, we have summarized and answered the most common questions and concerns from the community here so that most concerns can be resolved quickly. You can see the respective answer directly below. If you still have questions, feel free to send us a new message. We will close your ticket for the time being. If you have any questions, we ask you to send a new message, even if you have already done so. This is the only way we can currently guarantee the fastest and best service for our community. We thank you!
Questions about shipping
If you have any questions about shipping, we ask that you first carry out the following 2 checks:
- check your Shipment status with your Tracking ID here DHL shipment tracking (simply click) that you have already received in one of the previous emails. In many cases, the package has already been delivered, is in the mailbox, is being transported to your region, is being delivered, or the neighbor or someone else at home has received it. If your shipment status has not changed in the last 7 days, please read the points below.
- Did you give your full delivery address? The house number is often forgotten. You can tell us the house number by replying to this email.
- My shipment is only announced electronically, why?
We have seen from your shipment status that your delivery is with DHL, but no more detailed information is available.
I would like to inform you that DHL is currently struggling with delivery and tracking delays nationwide due to the large volume of orders before Christmas. Should be yours If the delivery status has not changed in the last 7 days , please contact us again so that we can arrange for a free subsequent delivery without you having to request an investigation from DHL. As a Jewelina customer, you benefit from this free service.
Exception for the following items:
- Heart letter necklace in silver with the letters D, H, T, J
- Heart letter necklace in gold with the letter T
-Butterfly Chain in silver
These products are currently out of stock due to the extremely high volume of orders. If you have ordered one of the products and your tracking status has not changed in the last 7 days, your package will be shipped within the next 7 days and we will send you your tracking number. You don't have to do anything else for this. Alternatively, you naturally have the right to cancel the order by simply replying to this email
- My shipment status is pending, why?
Most likely it is an Austrian order. DHL is currently having technical problems tracking Austrian packages. We are working at full speed to solve the problem. It is possible to get more detailed information from DHL by telephone. According to our internal system, your package has already been sent, don't worry! You do not have to do anything. If your package is not delivered within the next few business days, please contact us again so that we can initiate an investigation for you.
Questions about personalized name necklaces
- When can I expect delivery?
We would like to inform you that the delivery time for these products is usually 1-2 weeks, (exception Luxury Name Necklace 3-4 weeks) due to the custom-made product, as mentioned on the product page and in the order confirmation.
Due to the extremely high order volume at the moment, your package will probably be shipped within the next 7 days.
We assure you that the wait will be worth it once you hold your hands on this beautiful, personalized piece of jewellery. As soon as your package is ready for dispatch, we will send you your tracking number. You don't need to do anything else. You can of course cancel your order, we understand if you don't want to wait that long.
I would like to exchange/cancel/return my order
Standard returns process:
If you haven't received a package yet, reply briefly to this email and we will cancel your order. Otherwise you can return your order within 30 days of the delivery date without giving a reason.
Please note that we cannot provide a return slip. We therefore ask you to stamp the items sufficiently and send them back to us.
Please proceed as follows:
1. Pack the items, which must be in their original condition, together with the original Jewelina jewelry packaging.
2. Please leave the delivery note in the package and tick returns or leave a note with your order number and your request.
3. Return the package with sufficient postage to the following address:
Jewelina (contact person: Esra Inanc)
stone street 44
keep the shipment receipt in case your package gets lost.
The returns process is thus initiated. You don't have to do anything else. We will process your return within 7 days & you will be informed by email.
We cannot cover return shipping costs unless the item is defective or does not match the description you saw when you made your purchase. We ask for your understanding.
Return of intact earrings:
Thank you for your inquiry regarding the return of earrings. We would like to inform you that earrings cannot be refunded due to hygiene reasons.
We apologize for any inconvenience and hope you understand that this measure is taken to protect our customers. If it is a product defect, we will of course send you new earrings.
Items are missing from the delivery
- Items are missing from the delivery
We would like to apologize for this error and will have the missing pieces delivered to you immediately. Briefly let us know (even if you have already done so) which items are missing with your order number and we will review our camera footage during the packing process to resolve the issue as quickly as possible.
- Wrong items in my delivery.
We are sorry that you received an incorrect item. We would like to apologize for this error and, as part of our quality promise, we will send you the piece of jewelery you want immediately. Briefly let us know your order number and the incorrect item so that we can send you a new package.
- Articles are defective / faulty, what now?
We are sorry that one of the pieces of jewelry you ordered is defective. We would like to apologize for this error and will send you a new piece as part of our quality promise. Please scroll up to the heading "I would like to cancel/return my order." and go through the 3 steps.
- Earrings won't close, why?
Due to the high quality, you can close the earring while wearing it without much effort. However, if it has bent slightly downwards due to a little too much pressure, you can quickly adjust the closure again.
I'll tell you with a little trick how you can wear your earrings again immediately:
To do this, you need to go to the bottom of the clasp with your thumb and gently flick upwards twice. You'll see, the closure immediately returns to its original shape, it requires a little bit of finesse. If there are still problems, please send me a short video or photo of the defective earrings so that the defect can be clearly identified.
If necessary, we will then quickly initiate the next steps.
What is the status of my return?
The processing time for returns is currently taking longer than usual (usually 7 days) due to the extremely high order volume. So you don't need to do anything else at the moment. For a faster processing time, you are welcome to send us the tracking number of your return so that we can solve your request faster and contact DHL if necessary. You may have already received a message from us regarding a refund, so check your inbox and spam folder. If not yet, we will inform you as soon as we have new information.
Thanks very much!We would like to accommodate you today with a 5€ discount code for your patience. You can use this for your next order or give it away to someone. Code: Thanks5.
The satisfaction of our customers is really very important to us. We hope that we were also able to solve your request with this page, because this way we can guarantee even better service for inquiries that cannot be solved by this e-mail. We ask for your understanding that you too support our community!
We are working at full speed to significantly improve our customer service in the long term, so that you always get the best possible service!
Greetings on behalf of the entire customer success team!