FAQ

• Standard shipping: Germany €4.95 (DHL), Austria €8 (DPD), Switzerland €10 (Post CH), rest of Europe €10 (Warenpost).
• On orders of €120 or more, you get free standard shipping within Germany. We do not offer free shipping on deliveries outside Germany.
• Because every single piece is handmade to order especially for you, the delivery time is made up of production and shipping.
• Delivery time incl. production: Germany 5–7 working days, Austria 8–10 working days, Switzerland 9–12 working days, rest of Europe 8–12 working days.
• You can find all the details on our shipping page.

If you're in a hurry, send us a message with your date right when you place your order – we will then try to bring your order forward. With express shipping (immediate production, courier delivery), your order will usually reach you within Germany in 1–2 working days, in Austria in 2, in Switzerland in 3 and in the rest of Europe in 2–3 working days.

Express shipping with immediate production: Germany €18 (1–2 working days), Austria €28 (2 working days), Switzerland €39 (3 working days), rest of Europe €28 (2–3 working days).

Express shipping is handled by a courier service, with DHL Express or UPS depending on availability. Deliveries are made Monday to Friday.

Yes, we deliver to Germany, Austria, Switzerland and all EU countries.

For deliveries to Switzerland, Swiss import tax (8.1%) and a handling fee charged by the carrier are payable on delivery. Neither is included in the price, and both are collected directly by the carrier. You can find an overview with examples on our shipping page.

• As soon as your order has been dispatched, you will receive an automatic shipping confirmation with your tracking number.
• You can track the current status of your parcel here at any time: Parcel tracking

Please check your spam folder first. If nothing has arrived there, contact us with your name and – if you have it – your order number, and we will look into it.

Please ask your neighbours first and check any places where it might have been left. If the parcel does not turn up, write to us – we will then start an investigation.

Cancellation: For personalised items without a statutory right of withdrawal, we voluntarily allow you to cancel your order free of charge if your cancellation request reaches us within two hours of placing the order and the engraving has not yet started at that point. What counts is when your message reaches us, not when we process it; we will then refund any payments already made. To do so, write to us as soon as possible via our contact form or at kontakt@viviannaschmuck.de. Beyond this arrangement, there is no additional contractual right to free cancellation; your statutory rights remain unaffected.

Changes: We will make a one-off simple correction to the engraving text, such as a spelling mistake or a date, free of charge if your change request reaches us within two hours of placing the order, the engraving has not yet started and the correction is technically possible within the design scope you ordered. To do so, send us your order number and your new request.

We will discuss changes to the product, quantity or material, or any additional design requests, with you. We will inform you of any additional costs in advance; we will only carry out chargeable changes once you have agreed. If the engraving has already started, we will, on request, look into a goodwill solution on a case-by-case basis, for example a remake at a reduced price.

If you would like to change your address and your order has not yet been dispatched, please contact us with the following details and we will update your address accordingly:

• Street, house number and flat number
• Town or city
• Postcode
• Country

We can change your delivery address until your item is sent for packing; after that, unfortunately, the address can no longer be changed.

• Have you forgotten something or found something lovely on our website that you would like to add to your order? No problem!
• To add an item, you will need to place a new order, but we can combine the orders into one shipment so that all the items arrive together.
• Please use our contact form or send us an email to let us know that you would like to add items to your order. We will refund any shipping costs you have overpaid.
• Please note that combining orders may slightly delay the estimated delivery time.

Most of our jewellery is adjustable or available in several sizes. If the standard size you chose does not fit, write to us as soon as possible with your order number. As long as production has not yet started, we will adjust the size by arrangement; we will tell you in advance whether this involves any extra costs.

If you need a custom length that is not available as a standard size, write to us before you order. We make selected pieces in your length for a fair surcharge. Please note: not every design can be adjusted, and production then takes at least 3 working days. On adjustable necklaces, all the length settings shift accordingly – by 4 cm, for example, to 36, 41 and 46 cm.

• Orders do not contain any physical documents apart from a delivery note, which only shows the name(s) of the product(s) ordered.
• If you have any further questions about the invoice, please contact our customer service team.

If you have chosen the wrong product or would like to change the personalisation, write to us as soon as possible with your order number via our contact form or at kontakt@viviannaschmuck.de.

We will make a one-off simple correction to the engraving text, such as a spelling mistake or a date, free of charge if your change request reaches us within two hours of placing the order, the engraving has not yet started and the correction is technically possible within the design scope you ordered. We will discuss all other changes with you, for example a different product or material or an additional design; we will inform you of any additional costs in advance and will only carry out chargeable changes once you have agreed. Once the engraving has started or after dispatch, we will, on request, look into a goodwill solution on a case-by-case basis, such as a remake at a reduced price; if there is a price difference, you will receive a payment request or a refund.

The legal guarantee of at least two years from delivery applies to all our jewellery – including personalised pieces and jewellery with real flowers, leather or pearls.

If your piece of jewellery has a defect, please write to us at kontakt@viviannaschmuck.de, ideally with a photo and your order number. You do not need to send anything back in advance, and you do not need an invoice. You can choose whether we repair your piece of jewellery or send you a replacement; we will cover the costs of this.

You can find the official EU notice on our legal guarantee page.

Yes. First send us a photo of the piece of jewellery and your order number; you do not need to send anything back in advance. Depending on the case, we will repair the piece, ask you to send it back or send you a replacement directly. If the cause lies with us, we will of course also cover the postage costs. In the case of a defect, the legal guarantee of at least two years from delivery applies; you can then choose whether we repair it or send you a replacement.

We're sorry about that – of course, this should not happen. Please send us a photo of the item and your order number. As a rule, we will send you a replacement straight away – in most cases, you will not need to return the faulty item first.

Please send us a photo and your order number. Depending on the case, we will replace the pendant or make you a new piece of jewellery.

We can sort that out – please send us a photo and your order number, and we'll take care of it.

Please send us a photo and your order number, along with a quick note on how long you've been wearing the jewellery. Together we'll find a solution.

That certainly shouldn't happen – we're sorry. Send a photo of the item you received and your order number to kontakt@viviannaschmuck.de and we'll put it right straight away. If a part, the card or the packaging is missing, we'll of course send it to you separately.

Your piece arrives at your home completely ready to give, in beautiful, high-quality VIVIANNA gift packaging.

To make your gift even more personal, on request we'll include a free greeting card with your very own message alongside the piece you've chosen. Simply enter a message of up to 150 characters including spaces (greeting, message and signature combined) when you order, and we'll print it on the free greeting card.

Of course! When you order, you can enter the delivery address in the basket. Just enter the recipient's address there. The parcel is always sent without an invoice.

You design your engraving directly on the product page in the engraving window: choose the engraving style, font and symbols, enter your text and you'll instantly see a preview with the number of characters available. For double-sided engraving, you fill in the front and back separately – for example, the name on the front and the date on the back.

If you'd like something the engraving window can't show, leave us a message after your purchase. We'll then send you a preview draft and only make your piece once you've approved it.

• Choose the products you like in our online shop.
• For non-personalised products, you can select your preferred colour, size or other options directly from the drop-down menu.
• For personalised products, please follow the on-screen instructions and select the ‘Personalise now’ option.
• Once you've chosen your options, go to your basket, check that your order is correct and complete your payment. If you have any questions, feel free to leave us a message.
• Leave the rest to the VIVIANNA team.

We're happy to engrave handwriting, a drawing or your own design: simply upload the file directly in the personalisation window or send it to us by email. There are two things we can't do:

• Images and text that someone else holds the rights to
• Files with very low resolution or blurred outlines

We don't engrave photos. With our photo lockets, you insert the picture yourself: in the personalisation window, you position your photo in the locket mock-up and download a print template in 10 x 15 cm format. Print it at a photo kiosk (e.g. dm or Rossmann), cut it out and place it in the locket. Your photo stays on your device and is not transferred to us. On the locket, it is the plain outer surface that gets engraved.

We can engrave fingerprints, handprints and footprints. For our imprint necklaces, you upload the photo of the print in the personalisation window, see the preview instantly, and we engrave the lines into the disc. With the photo locket, an imprint uses the same print template as a photo.

Products featuring your own images and text are personalised: if they fall under the statutory exception to the right of withdrawal, there is no statutory right of withdrawal and no general right of return or exchange; on request, we will consider a goodwill solution on a case-by-case basis. If an item is defective, the statutory warranty applies.

Yes. On some models, you can enter the coordinates directly in the engraving window, for example in this format: 53°33'47.5"N 10°02'06.3"E

If you can't find an option for this in the engraving window, simply write the coordinates in the notes of your order after your purchase.

Don't know the coordinates? Then send us the address instead, for example ‘Landwehr 2, 22087 Hamburg’, and we'll look them up for you.

Here's how to find them yourself: enter the address in Google Maps, right-click on the spot and select ‘What's here?’. The coordinates will then appear at the bottom of the screen.

You'll see the preview directly in the engraving window on the product page as you type your text. For special requests the engraving window can't show, leave us a message after your purchase. We'll then create a draft for you, and only once you've approved it will we make your piece. Please allow a slightly longer delivery time for this.

Upgrading to double-sided or multi-sided engraving is possible by arrangement, as long as engraving hasn't started yet. Just write to us as soon as possible with your order number; we'll tell you about any additional costs in advance.

To pay the price difference, you can buy the double-sided engraving service in our online shop, or we'll send you a payment request via PayPal.

Texts that are too long quickly become illegible on small engraving areas, so we don't recommend it. You'll see the maximum number of characters for your model as you type in the engraving window; it depends on the size of the engraving area: between 8 and 40 characters, depending on the model. Our bangle, for example, is suitable for longer sayings, with up to 40 characters. If you have any questions, our customer service team will be happy to help.

If you have specific requirements, please contact our customer service team. We'll do our best to find a solution for you.

Would you like to add a birthstone charm to your piece, for example, or add the name of a new family member to your existing necklace or bracelet?

That's possible, and you can attach most charms to your piece yourself. For products you can't attach yourself, please send them to our studio and we'll attach them professionally for you.

Please contact our customer service team before buying.

We're sorry about that. Please send us a photo of the engraving and your order number before you send anything back. If the mistake is ours, we'll remake the piece for you free of charge and cover the postage. If you accidentally gave incorrect details, there is no entitlement to a free remake. On request, we'll consider a goodwill solution on a case-by-case basis, such as a discounted remake; we'll tell you the scope and price in advance.

During the ordering process, our system automatically reminds you to fill in all your engraving details. Even so, the information can sometimes be incomplete or incorrect. In such cases, our customer service team will usually contact you by email.

To make sure you receive your order as quickly as possible, we usually use the font shown in our product images if no font has been specified.

You can return non-personalised items within 30 days of receipt if they are unworn and undamaged; we'll then refund the purchase price to your original payment method or exchange the item, whichever you prefer. This voluntary returns policy applies in addition to your statutory 14-day right of withdrawal. For personalised items that fall under the statutory exception to the right of withdrawal, there is no statutory right of withdrawal.

For defect-free personalised goods that fall under the exception to the statutory right of withdrawal under § 312g para. 2 no. 1 BGB, we do not grant any general contractual right of return or exchange. On request, we decide on a case-by-case basis whether to offer a goodwill solution, such as a discounted remake, a chargeable alteration or an exchange. Before any agreement, we will clarify with you the exact scope of the service, any replacement product, the amount to be paid or credited, and the shipping costs. An agreement made in an individual case is binding on both parties. Before any return based solely on goodwill, our consent in text form (e.g. by email) is required. Statutory rights of withdrawal, termination, rescission and rights relating to defects, as well as any other statutory refund claims, remain unaffected.

Please note that, because of our fair-pricing and sustainability model, we don't offer free returns. The customer pays the return shipping costs, unless the reason for the return lies with us.

• You can return non-personalised items within 30 days of receipt if they are unworn and undamaged. This voluntary returns policy applies in addition to your statutory 14-day right of withdrawal.
• For personalised items that fall under the statutory exception to the right of withdrawal, there is no statutory right of withdrawal; for defect-free items of this kind, we do not grant a general right of return or exchange; on request, we will consider a goodwill solution on a case-by-case basis. If there is a defect, the statutory warranty applies to all items, including personalised ones.
• Please register your return with us in advance: kontakt@viviannaschmuck.de. Registration is not required for a valid withdrawal.

Please register your return in advance via our contact form or by email; registration is not required for a valid withdrawal. Send the item to:

VIVIANNASCHMUCK
Na Wang – [your order number] –
Landwehr 2, Eingang C, EG
22087 Hamburg

Please be sure to include your order number so that we can match your return to your order.

• Once we've received and checked your return, we usually refund the amount within 10 working days to the payment method originally used for the purchase; in the case of a withdrawal, no later than 14 days after we receive your notice of withdrawal.

You can pay conveniently with PayPal, Klarna, Shop Pay, credit card and the other methods shown at checkout.

At checkout, manually select your preferred method under the payment options. If it still isn't working, drop us a quick message and we'll help you.

Yes, of course. Get in touch with your order number and we'll send you the invoice by email.

Many items are back in stock after a short time. Write to us with the product you're looking for, and we'll tell you whether and when it will be available again.

With pleasure. Drop us a quick note about what you have in mind (occasion, approximate quantity, timeframe), and we'll get back to you with suggestions and terms.

Most of our jewellery is made of high-quality stainless steel, high-polish or matt, in silver, gold (18k gold-plated) and rose gold tones. Selected designs are available in 925 sterling silver. Our bracelets are made of sailing rope (nylon rope) or genuine nappa leather, and the birthstones are brilliant-cut cubic zirconia. Stainless steel is durable, rust-free and kind to skin; all materials meet the EU requirements for jewellery, including the limits for nickel release, lead and cadmium. You'll find the exact details on each product page.

• Stainless steel: As stainless steel neither rusts nor tends to tarnish, you usually only need to polish it with a soft cloth to restore its shine. If your stainless steel jewellery does get dirty, you can simply clean it with lukewarm water, a little soap or washing-up liquid and a soft toothbrush.
• 925 sterling silver with gold plating: With yellow gold- or rose gold-plated jewellery, cleaning must not be too harsh, as the plating can come away from the sterling silver over time. Lukewarm water, a mild soap and a soft cloth are usually all you need to care for it. Above all, make sure you dry your jewellery carefully and gently. Washing your hands and showering are no problem; it's better to take your silver off for the swimming pool and the sea, and please don't take it into the sauna.
• Rhodium-plated 925 sterling silver: Your silver copes with hand-washing and showering without any problem – just pat it dry gently afterwards. It's better to take it off for the swimming pool and the sea, and please don't take it into the sauna: chlorine and salt attack any silver surface over time. If it does get exposed, rinse it briefly with clean water and dry it. Gently rub your jewellery with a soft jewellery cloth to restore its shine. To avoid scratches, keep your piece in your VIVIANNA jewellery pouch or in a separate compartment of your jewellery box.
• Natural materials: Please protect your piece from water and prolonged direct sunlight. Constant immersion or bathing, e.g. when showering or swimming, isn't good for the material.
• Freshwater pearls: As a natural product, pearls are somewhat delicate. With the right pearl care, however, the subtle nacre lustre that makes a pearl so beautiful can be preserved for a very long time.

  Tips for wearing pearls

  1. If pearls come into contact with perfume, hairspray or cosmetics such as creams, make-up or deodorant, the substances and chemicals they contain can attack the nacre, and the pearl loses its enchanting sheen. So you should only put on your pearl necklace or pearl earrings once your hair is done and you've finished your make-up.
  2. If you also like to wear your pearl jewellery every day and while doing housework, make sure it doesn't come into contact with cleaning products or acids such as vinegar or fruit juice. These can also rob pearls of their lustre.
  3. Pearl jewellery loves to be worn regularly. Contact with your skin's natural oils and the humidity in the air keeps it radiant for the long term.

You'll find the full overview, sorted by material and covering showering, swimming, chlorine and salt water and the sauna, on our care page.

Necklace

There are different standard necklace lengths for women and men.

For women:

• Most of the necklaces we offer are adjustable from 40 to 50 cm. Chokers are adjustable by 2–3 cm.
• If a necklace measures between 35 and 40 cm, it's a choker.
• A necklace measuring between 45 and 50 cm usually reaches the collarbone.
• Matinee length is between 50 and 55 cm.
• By the way, anything from 65 cm counts as an XL necklace and can even be wrapped twice around the neck as a rope necklace.

For men:

• A men's necklace usually reaches the collarbone and is about 50 cm long.
• The standard size of 55 cm reaches to just below the collarbone.
• A 60 cm length ends on the breastbone.

For children:

• For older children, or if the necklace is only to be worn at a later age, we recommend a necklace length of 40 cm.

You'll find more about necklace length in our necklace length guide.

Bracelet

Most of our bracelets are adjustable in size, so the bracelet fits well whatever the size of your wrist.

We show you how to measure your wrist correctly here: Measuring your wrist circumference.

Yes, many bracelets are available in size S for children (for example 14–19 cm), and sailing rope bracelets are adjustable from about 16 cm thanks to sliding knots. If you need an even smaller length, write to us before you order. We make selected designs in a custom size for a fair surcharge; production then takes at least 3 working days.