If you are not perfectly happy with your purchase, you may return it within 14 days following the delivery date for a refund.
To initiate a return, please email us at email@example.com with your full name and order number as reference.
To be eligible for a return, designs must be in new, unused and re-sellable condition, and in their original packaging. Returns must be postmarked within the 14-day return deadline. Returns that do not meet these criteria will not be accepted and will either be sent back to you or a fee will be deducted from your refund to cover the expense of cleaning or repair.
All designs that are customized at your request are final sale.
Shipping for returns is free within Germany.
Please note that we are not responsible for returns not received by us if we have not provided you with a return label. In case a return is lost in transit, we will kindly ask you to take the responsibility of locating it.
Returns that are associated with costs for us upon acceptance are systematically refused.
Please allow up to 14 business days upon arrival of the package for your refund to be processed, and kindly note that there is no need to email us to check on the status of your return.
Original shipping costs and duties, if applicable, will not be refunded.
We offer 30 day returns for orders placed between Nov. 25th and Dec. 25th.
We are only able to modify or cancel your order within the first hour of receiving it. No cancellations or modifciations are possible after that. If you’d like to make changes to an order you placed, please get in touch with us at firstname.lastname@example.org within the first hour of placing the order.
Designs available for pre-order appear with the option to “Pre-Order" rather than “Purchase”. The estimated delivery window for each design is located on the product page beneath the description. Please carefully check delivery estimates before placing your order. When purchasing a design available for pre-order, you will be charged immediately. Once your pre-ordered design(s) ship, you will receive a shipping confirmation with tracking information.
If you have purchased a combination of pre-order and stock designs, your entire order will ship once all designs are complete. This way we limit our shipping emissions. If you would like the stock portion of your order to ship separately, please email us at email@example.com for special shipping arrangements.
Pre-ordered designs are eligible for return within 14 days of receipt. For more information, please refer to our return policy.
Generally we ship worldwide. If you do not see your country at checkout, it means that we have not yet opened shipping to your country. Kindly note that we do not ship to PO Boxes, Packstations, APO or FPO addresses at this time.
Shipping costs are calculated at checkout and vary depending on your location. We offer complimentary shipping for all orders above €300.
All orders ship directly from Germany via UPS. Please note that recipients are responsible for all customs duties and taxes, which can be paid upfront at checkout or upon delivery based on your country.
In the rare case of a lost package or missing design, we will do everything in our power to assist you in the process of locating it. We recommend that you select a delivery address that you trust, and one where someone is available to receive packages on your behalf if you are not around to do so. We are not liable for lost or stolen packages after delivery.
If you have provided us with an incorrect delivery address, please notify us as soon as possible. If a package is returned to us due to incorrect delivery details or if it is unclaimed by the recipient, you will be responsible for any re-shipping costs.
Orders are typically processed within 1-4 business days after payment has been received, not including pre-orders or customization where longer delivery periods apply. During busy seasons orders may take longer to leave our warehouse.
Shipping times vary depending on your location. Approximate shipping times are indicated at checkout. German orders are typically delivered within 1-2 business days after dispatch. Most European orders are typically delivered within 3-7 business days. We offer express shipping to USA and Canada (4-7 business days).
Please note that due to the high volume of shipments at this time, couriers are unable to guarantee delivery dates. International orders may also take longer due to customs formalities outside of our control.
We offer customization on select designs at an additional cost. Please get in touch with us at firstname.lastname@example.org and we would be happy to assist you.
All orders come packaged in our classic black gift box. We are happy to include a personalized note. Please leave any instructions for us at checkout.
OUVERTURE designs are exclusively handcrafted of solid 14K (585) gold, with natural GH/VS diamonds, emeralds and cultured pearls.
Between wearings, we recommend that you carefully store your design in its original box or another suitably lined box or pouch.
Although the materials we use are highly durable, certain basic care should be taken with all of your jewelry. To restore original luster and shine, a dry polishing cloth can be used to gently buff gold surfaces. Mild soap and a soft bristle brush can be used on diamonds and gemstones, however pearls are sensitive to various chemicals and should only be cleaned with a damp cloth if necessary.
We will take care of your OUVERTURE design for one year from the date of your purchase if any damage were to occur to the material or the workmanship of the jewelry.
Please note that the warranty does not extend to lost designs, scratches that are a result of normal wear, tear such as a bent ring, earcuff or broken chain, improper use or storage of your product or any modification to your design done by a third party outside of OUVERTURE.
Please get in touch with us at email@example.com should you have any claims.