Even though quality control is of utmost importance to us, it can still happen that some production errors find their way in. Should you find any damages on your order, please contact us immediately so we can exchange the item for you. We guarantee our jewelry for any manufacturers defects and will replace any items at our discretion.
Please contact us via email – info@queenoftheashesjewelry.de - and send photos of the broken pieces so we can make sure the jewelry broke due to manufacturing defects and not neglectful handling by the customer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment, within a certain amount of days.
As per §312 BGB you can use your right to withdrawal for 14 days after our package arrived with you.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with tapeseal still applied. We will not be able to return your jewelry if it has been worn, due to hygienic reasons. Any item not in its original condition, is damaged or missing parts for reasons not due to our error is not eligible for return. To complete your return, we require your order number and reason for return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, as the reliability of your shipping carrier is out of our control.