Kundenservice

FAQ

Differing customer service opening hours

24-12 - Open until 5.00 p.m. - Xmas Eve
25-12 - Closed - Xmas Day
26-12 - Closed - Boxing Day
31-12 - Open until 5.00 p.m. - New Year’s Eve
01-01 - Closed - New Year’s Day

How long will it take for my order to be delivered?

We are doing everything we can to ship your order as quickly as possible! The norm is:

• Packages ordered on working days before 8.00 p.m. are shipped the same day (no deliveries on Sundays)
• Letterbox mail ordered on working days before 5.00 p.m. is shipped the same day (no deliveries on Sundays and Mondays)

What should I do if I have received a broken item?

We understand your frustrations about having received a broken item! In that case, please contact our customer service by sending an email or though the app.

1. Always state your order number
2. and take a picture of the broken item. 

That way customer service can assist you as quickly as possible!

When will I get my money back for a return?

Processing a return takes 14 days after receipt. After your return has been received, the amount will be reimbursed to the (bank) account / credit card used to place the order. This can take up to 5 days from the moment of transfer.
If you paid by credit card it may take a little longer.

Afterpay reimbursement

Did you pay with Afterpay? Then you will receive an amended invoice by email. The method of reimbursement is dependent on whether you are returning the entire package or a part of it. For more information, please refer to the Afterpay returns page.

Tip: Afterpay and My Jewellery are separate entities. This means that Afterpay is unaware of your return. You can indicate in the Afterpay app that there is a return in progress, so that they can temporarily put the invoice on hold. That way you avoid additional costs! You can also choose to pay the entire invoice. You will then be reimbursed for the amount overpaid as soon as we have processed your return.

What are the return terms and conditions?

• Returns can only be made within the 14-day return term.

Both the costs as well as the risks associated with a return are at your own risk.

Send the items you wish to return in one shipment to ensure that the return can be processed as soon as possible.

We only process those returns that are sent back in the original state, including labels & packaging. Damaged and/or used items will be rejected or sent back.

Unidentifiable returns will be sent back to the sender where possible.

No investigations into missing shipments will be launched without a track and trace code. Please therefore take into account that evidence of a shipment with a track & trace code is a requirement to be eligible for a reimbursement.

Have you paid for delivery costs because your order was under €50? We will of course reimburse you for this (if you are returning the entire order!).

Is your order wrong? We will resolve this as soon as possible for you! 
Please  contact our customer service and clearly state your name, order number, and the items concerned.