Product Complaints and Repairs

COMPLAINT - WARRANTY SERVICE

You can submit a complaint for products purchased through the e-shop that are within the 24-month warranty period, which starts from the date of receipt. Complaints can be made for defects that were not caused by mechanical damage or failure to follow recommended care.

How to complain about a piece of jewelry?

• If you purchased the jewelry as a registered customer on our e-shop, log in to your account and in the Orders section find the order for the jewelry you want to complain about. Click on Return/Exchange/Complaint and fill out the complaint form.
  
  Log in
  
  
• If you purchased the jewelry as an unregistered customer, you can fill out the complaint form directly here:
  
  complaint form

OUT-OF-WARRANTY SERVICE

• Out-of-warranty service is provided for all jewelry that is no longer under warranty or if the buyer does not provide/prove the purchase receipt.
• This service is paid. The repair fee for the jewelry is determined based on the assessment of the attached photo of the defect in the form.
• After assessing the defect, we will send you a price offer by email, which you can either accept or reject.
• If the repair price is acceptable to you, you will have the option to pay directly via email. After payment, we will send you further instructions by email.
• If you reject the offer or do not pay within 7 days, the out-of-warranty service request will be archived as unprocessed.
• There are defects that cannot be repaired; in such cases, we will inform you by email and the out-of-warranty request will be archived.
• You can fill out the out-of-warranty service request directly here:
  
  paid out-of-warranty service