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FAQ

Our goal is to solve your questions as quickly and easily as possible - that's why we have created the following pages with which you can clarify the most common problems.
Bali Landschaft
Bali Landschaft

payment

Do you have a question about payment methods?

What payment methods are there?

Depending on the country, you can choose between the following payment methods:

CREDIT CARD

PAYPAL

APPLE PAY

KLARNA PURCHASE ON ACCOUNT

KLARNA INSTALMENT PURCHASE

KLARNA PAY NOW

PAYMENT / SEPA

BAN CONTACT

EPS

IDEAL

The choice of payment methods varies depending on the country. In the checkout you will find the payment methods that are available for your country.

Which payment method can I use in my country?

CREDIT CARD

Egypt, Albania, Andorra, United Arab Emirates, Argentina, Australia, Belgium, Bosnia and Herzegovina, Brazil, Bulgaria, Chile, China, Denmark, Germany, Estonia, Finland, France, Greece, United Kingdom, India, Indonesia, Ireland, Iceland, Israel, Italy, Japan, Canada, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Morocco, Macedonia, Mexico, Moldova/Moldova, Monaco, Montenegro, Namibia, New Zealand, Netherlands, Norway, Austria, Peru, Philippines, Poland, Portugal, Republic of Kosovo, Republic of South Africa, Romania, San Marino, Saudi Arabia, Sweden, Switzerland, Serbia, Singapore, Slovakia, Slovenia, Spain, Thailand, Czech Republic, Turkey, Hungary, USA, Vatican City, Vietnam, Cyprus,

PAYPAL

Egypt, Albania, Andorra, United Arab Emirates, Argentina, Australia, Belgium, Bosnia and Herzegovina, Brazil, Bulgaria, Chile, China, Denmark, Germany, Estonia, Finland, France, Greece, United Kingdom, India, Indonesia, Ireland, Iceland, Israel, Italy, Japan, Canada, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Morocco, Macedonia, Mexico, Moldova/Moldova, Monaco, Montenegro, Namibia, New Zealand, Netherlands, Norway, Austria, Peru, Philippines, Poland, Portugal, Republic of Kosovo, Republic of South Africa, Romania, San Marino, Saudi Arabia, Sweden, Switzerland, Serbia, Singapore, Slovakia, Slovenia, Spain, Thailand, Czech Republic, Turkey, Hungary, USA, Vatican City, Vietnam, Cyprus,

APPLE PAY

Belgium, Brazil, Bulgaria, China, Denmark, Germany, Estonia, Finland, France, Greece, UK, Ireland, Iceland, Israel, Italy, Japan, Canada, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Mexico , Moldova, Monaco, Montenegro, New Zealand, Netherlands, Norway, Austria, Peru, Poland, Portugal, Republic of South Africa, Romania, San Marino, Saudi Arabia, Sweden, Switzerland, Serbia, Singapore, Slovakia, Slovenia, Spain, Czech Republic , Hungary, USA, Vatican City, Cyprus,

KLARNA PURCHASE ON ACCOUNT

Austria, Belgium, Denmark, Finland, France, Germany, Italy, Netherlands, Norway, Portugal, Spain, Sweden,

KLARNA INSTALMENT PURCHASE

Denmark, Germany, Finland, Netherlands, Norway, Austria, Sweden,

KLARNA PAY NOW

Belgium, Germany, Finland, Italy, Netherlands, Austria, Sweden, Spain,

PAYMENT / SEPA

Germany, Estonia, Finland, France, Greece, UK, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Austria, Poland, Portugal, Romania, San Marino, Sweden, Switzerland, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus,

BAN CONTACT

Belgium

EPS

Austria

IDEAL

Netherlands

return

Would you like to learn something about returns?

How long can I return my order?

Your smile when you open your package is our greatest concern. We want your piece of jewelery to make you happy every day.

For this reason we offer free return shipping for Germany. If you are not 100% satisfied with your order, you can send it back.

You have up to 30 days after receipt of the goods to return your order to us. If a product is faulty in any way, you can of course also send it back to us after this period.

For returns from Germany, please always use our returns portal . There you can fill out your return slip in just a few steps, download it free of charge and print it out, or alternatively use the QR code.

Even if you ordered from us as a guest, you can download your returns sticker from the returns portal.

You can also find return information for all other countries in our returns portal .

You can state the reason for your return on the delivery note so that we know what we can do better next time. Please use the original packaging for the sensitive jewelry so that it returns to us undamaged. Then simply drop off the package at your nearest DHL branch or Packstation. After a few working days, we will receive your return and we will send you a confirmation of receipt.

This way you can avoid a return.

You can be particularly careful when choosing the right size or length when you place your order. In our size guide we help you to find the best ring size for you, for example. This saves you additional work for a return and also does something good for our environment. In addition, we give you as much information as possible in our product description and details to prevent incorrect orders. If you have any questions about our products, you can also contact our customer service at any time.

How and when do I get my money back?

After receiving your return, we will send you a confirmation by email. The refund will be made using the same payment method as for your order. Depending on the payment method, it may take a few days after receiving your return for your payment to be refunded. Usually it is about 5 working days.

Can I exchange something?

You ordered the wrong size and now want your piece of jewelery in a different size? Unfortunately, a direct exchange is currently not possible for technical reasons. In this case, you can easily return the product within 30 days and order it again in the right size. If you are unsure which size you need, please take a look at our size guide. There we will help you to find your right size.

What can I do if my jewelry is broken?

If your piece of jewelery breaks, we would like to apologize to you. You can return your jewelry to us for a year if there is a qualitative defect. Our product management is always happy to receive feedback on our products, so you are welcome to state the reason for your return.

How do I get my value voucher back after a return?

If you used a voucher (e.g. 20€) in your order and made a return, you will receive a new voucher code for the corresponding amount by email. Please note that for technical reasons it is currently not possible to use several vouchers for one order at the same time.

Delivery & Shipping

Do you have a question about shipping & delivery?

How long does shipping take in Germany?

Since we know that you are already eagerly waiting for your package after you have placed your order, we ship several times a day. If you order by 1 p.m. on weekdays, your order will usually be dispatched the same day. The delivery time with DHL GoGreen within Germany is 2-4 working days . If there are any delays in delivery, we will inform you immediately.

Would you like your package right away? In this case we offer you DHL GoGreen Express shipping. Order by 2 p.m. and your package will be delivered the following working day. This applies to orders that reach us between Monday-Friday before 1pm, excluding bank holidays. For express orders on Saturday and Sunday or on public holidays, shipping will take place on the next working day.

Please note that we can only process orders with the payment method "payment in advance" after receipt of payment.

The standard shipping costs for climate-neutral shipping are free within Germany .

In which countries can I order?

We offer shipping to the following countries:

EU

Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus

EUROPE

Albania, Andorra, Bosnia and Herzegovina, Iceland, Kosovo, Liechtenstein, Macedonia, Moldova, Monaco, Montenegro, Norway, San Marino, Switzerland, Serbia, Turkey, Vatican City, UK

ASIA

China, India, Indonesia, Israel, Japan, Malaysia, Philippines, Saudi Arabia, Singapore, Thailand, United Arab Emirates, Vietnam

OCEANIA

Australia, New Zealand

AMERICA

Argentina, Brazil, Canada, Chile, Mexico, Peru, USA

AFRICA

Egypt, Morocco, Namibia, South Africa


All orders are shipped from Germany. For this reason, there are no customs duties or import taxes within the EU. Outside the EU, however, these may apply.

Please note that there are different regulations on customs or import sales tax depending on the country. 100% of these fees go to the customs of the respective recipient country & must be borne by you.

If you refuse to accept the package, the fees will still be charged. These will then be deducted from the credit note in the event of a return.

How much are the shipping costs?

Germany

Standard Shipping: Free

Express shipping: €9.00

EU

Standard shipping: €5.00 free of charge from €100

Express shipping: €13.90

International

Express shipping: €13.90 free of charge from €100

Order

Do you have questions about your order?

How can I order?

Have you looked around and found a product that you would like to order? We're really glad! All you have to do is log in with your personal account or as a guest and you can send off your order. Unfortunately, it is not possible to order by telephone.

How do I create a customer account?

You do not have an account? You can set up an account quickly and easily. All we need is some information about your address and your e-mail address. To do this, go to My Account .

If you have already placed products in the shopping cart, you only have to go to the checkout and register there again.

Do I get a confirmation email?

As soon as you have completed your order, you will receive a confirmation email from us within a few minutes. If these do not arrive after a long time, please check the contents of your spam folder first. If there is no email from us there either, please contact our customer service and we will take care of it immediately.

How can I track my shipment?

As soon as your shipment has left our warehouse, we will send you an email with the DHL shipment tracking link. To track your shipment, just click on the link and you will be forwarded directly to DHL and your delivery. Please note that DHL only updates the status of your delivery after a certain amount of time. If there are problems with your delivery, we would like to ask you to contact DHL Customer Service directly. This is the quickest way to get help. If you have any further questions about your order or if you have been waiting longer than the specified delivery time for your package, please contact us and we will be happy to help you.

Where can I check my details?

To be sure that all your details are correct and that the correct products have been ordered, you can log into your account and view all the details in the order overview. Or you can look at your confirmation email, where you will also find everything you need to know about your order.

How can I cancel my order?

Did you choose the wrong size? No problem, just send us an email immediately after placing your order or call our customer service. We will cancel your order and you can simply place a new order. If you only notice the error later and we have already shipped your order, unfortunately we can no longer cancel it. In this case you can send the delivery back to us free of charge after receipt and we will return your item.

How can I change my delivery address?

Did you get the delivery address wrong? It is best to contact our customer service directly, then we will make the change directly. If we have already dispatched your order, unfortunately we cannot change your address.

Products

Would you like to learn more about our product quality?

Which materials are used?

We know how important sustainability is - and with consistent product quality.

We only use genuine, high-quality materials. Most of our jewelry is made of 925 sterling silver. We offer two more colors with this base material, gold plated and rose gold plated. We are also particularly proud of our 375 (9 carat) and 585 (14 carat) yellow gold as well as 585 white gold and 750 rose gold jewelery in our collections. You can find more information about our materials in our jewelry dictionary .

Can the jewelry tarnish or rub off?

At JULIE & GRACE we only use high quality materials and coatings to protect our products. All pieces of jewelry that contain real silver can in principle oxidize (tarnish). This is a completely normal chemical process, which is also often known from silver cutlery. However, this is no reason to worry and also does not represent a quality defect or reason for return. To ensure that you can enjoy your jewelry for a long time, we recommend that you follow our tips for jewelry care and cleaning. Our gold-plated & rose-gold-plated pieces of jewelry are 24-carat or 18-carat gold-plated with approx. 1.5 microns. This high-quality gold plating ensures that the color remains consistent if you follow our care instructions .

Can I shower/bath with the jewelry?

In order to enjoy your new jewelry for a long time, we advise you to always remove your jewelry before exercising, bathing or showering. You should also never store your jewelry in the bathroom or other damp places, as the moisture can discolor or tarnish the jewelry. Your jewelry should be the last thing you put on and the first thing you take off when you get home. You should take off your jewelry before you go to sleep at the latest. Do not let your jewelry come into contact with cosmetics such as creams and other chemicals such as hairspray, nail polish remover or perfume. You can find more information about jewelry care here .

Do I have to clean my jewelry?

It pays off if you gently clean your favorite jewelry every month. All you need is lukewarm water, a soft cloth and mild soap. For unusual pieces of jewelry with lots of details, you can use a soft toothbrush to help you clean it. You can use the silver cleaning/microfiber cloth or toothbrush to go over the jewelry in gentle, circular motions to bring back the shine of the precious metal. It is important that your jewelry is completely dry again before you put it back in the velvet bag or your jewelry box. The before and after effect is great and it costs little. You can find more jewelry care tips here .

My desired piece of jewelery is currently sold out, will it be available again?

Basically, sold-out products are always returned to our shop after about 2 to 3 weeks. Unfortunately, this is not the case for discontinued items. If your favorite piece of jewelery is sold out, you can simply enter your email address in the field provided and we will inform you as soon as it is available again.

sizes

Are you unsure about the sizes?

How do I determine my ring size?

How to determine your ring size:

VERSION 1

Do you already have a ring that fits well? Then simply measure the inner diameter and compare it with the corresponding ring sizes here .

VARIANT 2

Step 1: Cut a thin strip of paper or thread.

Step 2: Wrap this around your finger.

Step 3: Mark the point where thread and paper meet.

Step 4: Measure the length of the thread or paper.

If the measured size is between two sizes, we recommend that you take the larger one. You can adjust our size-adjustable rings between sizes 52 and 58 mm.

You can find our ring sizes here .

How do I determine chain & bracelet lengths?

chain length

How to determine your chain length:

Step 1: Cut a thin strip of paper or thread.

Step 2: Put this around your neck and determine your favorite chain length.

Step 3: Mark the point where thread and paper meet.

Step 4: Measure the length of the thread or paper.

Our standard chain is 45 cm long. A tight-fitting choker is between 36 and 38 cm long. Chains with extension chains can also be extended.

bracelet lengths

How to determine your bracelet size:

Step 1: Cut a thin strip of paper or thread.

Step 2: Put this tightly around your wrist.

Step 3: Mark the point where thread and paper meet.

Step 4: Measure the length of the thread or paper.

We recommend choosing a bracelet size that is 1 cm larger than the measured circumference of your wrist.

The standard length of our bracelets is 16 cm plus a 3 cm long extension chain. This allows the bracelet to be lengthened for a looser fit.

How do I wear ear cuffs?

How to put on an earcuff:

Step 1: Put the earcuff on top of the ear.

Step 2: Wear it there or...

Step 3: ...pull it further down.

Step 4: If you want to take your earcuff off again, it's best to pull it up again and simply take it off there.

It is important that the ear cuff is not bent.

sustainability

Would you like to learn more about sustainability at JULIE & GRACE?

Here you will find all information about it.

production

Would you like to learn more about our product manufacturing?

Stop by here .

jewelry care

Are you interested in jewelry care?

Then find out more here .

If you cannot find an answer on our help pages, you can contact us at any time at service@julie-grace.de .

We are glad to help you!