FAQ - Frequently Asked Questions

FAQ - Frequently Asked Questions

What are the bank details?

To ensure we correctly allocate your payment, please always include the order number or invoice number. Our bank details are:

Owner: Kardelen
IBAN: DE52420 5000 10157 0105 97
BIC: WELADED1GEK

Bank transfer – I have transferred the money; when will you ship my goods?

A: Usually it takes 2 working days for the money to reach us.
Once we receive your payment, you will receive the goods within 1-2 working days.

Payment – ​​How can I pay?

A: We accept Paypal, Paypal Plus purchase on account, instant bank transfer/Klarna, credit card, advance payment by bank transfer or cash payment for self-collection.

Forgotten purpose – Is it bad if I forgot my purpose?

A: As long as the same name appears in the bank transfer as the one you used for the order, that's no problem. If you're transferring from an account with a different last name, you should inform us by email.

Shipping – How long does shipping take?

A: We ship the goods within 24 hours. The subsequent shipping time is usually 1-2 business days.

Do you also do collaborations?

A: Yes, we do. Feel free to send us a message by email and we will reply to you as soon as possible.

How can I cancel?

A: You can cancel your order via email or Instagram if the order has not yet been completed.

Do I have a right of return?

Items can be exchanged or returned within 14 days, based on the delivery date.

Important : Personalized items (name, date or letter) and earrings are excluded from exchange or return.

How can I return goods and who bears the costs?

You can return the products along with a note stating your order number and your reason for the return. Return shipping costs are the customer's responsibility.

Does the color fade?

We recommend that you:

- Protect your jewelry from perfumes, creams, etc. and remove it before showering or going to sleep.

- to remove sweat during sports and similar activities

Do you offer a warranty on your products?

We offer a 2-year guarantee against color fading. Please send the items back with a note stating your order number and your request (gilding). The customer pays for shipping; we cover the return shipping costs.

When will the refund be issued?

The fee will be refunded upon receipt of the items. Returns take approximately 1-2 business days to process.

Is there a warranty against breakage?

Unfortunately, we cannot offer a warranty on breakage, but if repair is possible, we will gladly repair your items. Please contact our customer service via email, Instagram, or WhatsApp.

What happens if my package could not be delivered?

If your package could not be delivered, it will be returned to us. Please contact our customer service regarding your package. In this case, shipping costs will apply again, and these costs are the responsibility of the customer.

The letter has fallen off, what can I do?

Unfortunately, we do not replace individual letters. However, you are welcome to order replacement letters from our shop . These come with a DIY hook for easy self-attachment.

How do I get a return label?

We only issue return labels upon receipt of:

Incorrect item, wrong color, wrong name, or defective item. In the case of defective item, we check the delivery date. Please inspect the products upon receipt and contact our customer service within 24 hours if you find any defects. The return label will be sent to you by email.