Shipping / Delivery / Order
How much are the shipping costs?
Shipping within Germany: 5,90€ (Free shipping on all orders of 100€ or more).
Shipping within the EU: 9,90€ (Free shipping on all orders of 200€ or more).
Worldwide shipping depends on the country of destination.
Do you ship worldwide? Even to Switzerland?
We do ship worldwide - except for Switzerland. Switzerland has inaugurated stricter custom examinations a few years ago. Merchants from foreign countries are forced to buy so-called “responsibility marks” now. For such a small label like us this is simply not worth it.
I´m from Switzerland. How can I place an order?
Many of our Swiss customers name a different shipping address which is located in a bordering country - for example their friend´s or relative´s address. You can also use packing stations within EU countries where you can pick up your order by yourself.
Do I have to pay taxes or custom duties?
Within the EU there are no additional taxes and custom duties. If you live outside the EU, please inform yourself about additional taxes and custom duties that may occur in your country since we have no influence on that.
How long does shipping take?
We try to pack your orders the day they are placed or the day after. However, sometimes it can take a little longer (e.g. around Christmas). DHL itself is usually pretty fast so that the packages arrive within 1-2 days. Within Europe, shipping can take a bit longer.
I ordered something wrong. Can I cancel my order?
Don´t worry - mistakes can happen. Please contact our customer service as soon as possible (firstname.lastname@example.org) and give us your order number so that we can cancel your order before packing and dispatching it.
What happens if I didn't pick up my order from the packing station or the post office and my order gets returned to you?
The customer has to bear the costs for a return of an order that wasn't picked up at the packing station or the post in time.
I cannot track my parcel? What can I do?
Please contact our customer service as soon as possible (email@example.com) when there is no update on the shipment for 3 days or more. We will contact DHL then.
I received the wrong product. What can I do?
We are really sorry for that. Please contact our customer service as soon as possible (firstname.lastname@example.org) so that we can find a solution for this problem.
Which payment methods do you offer?
At the moment you can pay with PayPal, your credit card (processing via stripe) and with Klarna immediate transfer or SEPA direct debit mandate. Please note that Klarna can sometimes be a bit tricky.
“Special case Klarna”
We do not recommend paying with Klarna when you want to buy something from a Limited Collection. In this case you often have to be quick but Klarna does not follow our shop inventory in real time. That means: In case several customers want to buy the same product at the same time, it can occur that Klarna sells you this product although another customer has already paid for it before. Klarna updates the inventory only when the payment process is completed. If something like that happens we unfortunately have to delete the orders where Klarna has sold “too many” products. Of course you will get your money back as soon as possible.
How can I return my order?
As a small label we want to support sustainable consumption and therefore do not offer free returns. We kindly ask you to place your order thoughtfully and contact us in advance if you have any questions. In doing so we can avoid unnecessary returns, packaging material and CO2 emissions.
Please contact our customer service via mail (email@example.com). We need to know your order number, your name and which products you wish to return. Additionally, please fill out the return form that came with your parcel. Within 14 days after you received the package you can withdraw from the purchase agreement. From the day on where you announced your return, you have another 14 days to send your order back. Returned products have to be in original condition. Everything has to be new and unworn. We cannot refund products that are damaged, stained or ones that have demonstrably been worn. We kindly ask you to use the original packaging for your return.
Can I exchange my order?
Unfortunately we don’t offer exchanges at the moment. You can return your piece and order it again in the right size/length.
Can I return earrings?
Please note that earrings cannot be returned due to hygienic reasons.
I missed the 14-day return deadline. What can I do?
We are sorry, but we don't accept returns after the relevant returns period above. If you try to make a return anyway, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
When will I get a refund for my return?
We try to process returns as fast as possible. Yet, sometimes it can take up to 14 days after we receive your return. If you announced the return in advance and filled out the return form correctly, it usually does not take much time.
Where is your jewelry made?
We create the designs in our atelier in the heart of Cologne, Germany. Together with a small manufactory on Bali we craft the jewelry for our regular collections. Limited Collections, special designs, individual orders etc. are all handmade by our goldsmiths in our atelier in Cologne.
What kind of materials do you use?
We work with recycled 925 Sterling Silver. With our gold plated variant (18ct yellow gold) we also try to mostly use recycled gold, which unfortunately is not 100% possible.
What does “Gold Vermeil” mean?
Gold Vermeil means that your allergy friendly jewelry, made from 925 Sterling Silver, is covered with a thick layer of gold. Our necklaces, earrings and ear cuffs are gold plated with 10 Millème, our rings and arm cuffs are gold plated with 20 Millième.
My stone doesn´t look like it does in the photos, why?
Gemstones are natural products. A deviation does not equal poor quality. It rather shows that every gemstone is unique - not only regarding its color, but also regarding the crystals ́shape. So it may be that every product is a little bit different. But because of that every piece of jewelry is special and unique.
How can I find out my ring size?
Here you can find any information on how to measure your ring size: https://luisateresa.com/pages/lt-ring-sizes
Additionally, you can find a tutorial on our instagram (@luisateresa).
Which chain lengths do you offer?
You can always see the chain length of a necklace in the product description. Apart from that we offer other basic chains in different lengths which you can find in the category NECK.
How do I take care of my jewelry?
You can find all information on jewelry care here: https://luisateresa.com/pages/care-instructions
My jewelry has changed color. What can I do?
Silver jewelry naturally oxidizes, which shows in discolorations. This process cannot be stopped. However, it can be accelerated or slowed down depending on some factors, like the pH value of your skin, your jewelry care or the use of beauty products. These oxidation stains can easily be removed by gently rubbing them off with a jewelry cloth. Gold Vermeil can also be cleaned this way. You can find more information on correct jewelry care here:
My jewelry is broken/damaged etc. What can I do?
Please contact us via mail (firstname.lastname@example.org) and tell us your order number. If you attach some photos of your piece of jewelry, we can give you a more detailed response. Please note: We cannot assume liability for damages or flaws which emerge from inappropriate use, handling or storage, sloppy or incorrect care and maintenance, overuse or inappropriate repair.
My gold plating is fading. What can I do?
Even though our gold plating (Vermeil) is really thick, it can wear off over time. Wearout is normal if jewelry is not made of massive gold. But we can gold plate your jewelry again, if you want to. Currently the touch-up costs 15€ plus shipping costs and takes place a few times a year. Please check out this link for further information and the upcoming touch-up dates: https://luisateresa.com/pages/lt-re-plating-service
Custom made jewelry
Do you offer adjustments for designs from your online shop?
Normally we do not offer such adjustments. One thing maybe is possible: Ring designs in sizes we do not offer in our shop regularly (smaller than 5/bigger than 8). Please note that such special custom orders cost extra and the production time will take some time since we have to craft the design completely new. If you are interested or have any questions, please contact us via mail: email@example.com
Can I order a different chain length?
You can find different chains and chain designs in our shop. If you have any questions, please contact us via mail: firstname.lastname@example.org.