Shipping and returns

Personalised products

Personalised items – for example with the engraving or motif of your choice – are made individually for you. If they fall under the statutory exception to the right of withdrawal (§ 312g para. 2 no. 1 BGB), there is no statutory right of withdrawal for them. Merely choosing one of the standard colours or standard sizes offered is not sufficient for this exclusion.

For non-defective personalised items that fall under this exception, we do not grant a general contractual right of return or exchange. On request, we decide case by case whether to offer a goodwill solution, such as a remake at a reduced price, a chargeable alteration or an exchange. Beforehand, we will clarify the scope, any replacement product, the amount and the shipping costs with you; we will honour any agreement reached. A return based solely on goodwill requires our consent in text form, for example by email.

If there is a defect, the statutory rights regarding defects apply to all items, including personalised ones. As part of the statutory right to subsequent performance, you can in principle choose between repair and replacement; we will cover the costs that we are legally required to bear. Write to us by email at kontakt@viviannaschmuck.de or via our contact form.

Non-personalised products

Changed your mind? No problem. You can send back non-personalised items within 30 days of receipt if they are unworn and undamaged. This voluntary return option applies in addition to your statutory 14-day right of withdrawal.

You pay for the return postage yourself. We will refund the purchase price to your original payment method or exchange the item, whichever you prefer, usually within 10 working days of receiving and checking your return.

How to register your return

1. Register your return. Send us your request with your order number via our contact form or by email.
2. Wait for confirmation. We'll get back to you with the confirmation and the return address.
3. Send your parcel. Write your order number in the address (Na Wang – your order number –) so that we can clearly identify your return.

Please register your return in advance and include your order number so that we can match it. Registration is not required for a valid withdrawal; you can also use our online withdrawal form to declare your withdrawal directly.

Cancelling your order

For personalised items without a statutory right of withdrawal, you can cancel your order free of charge on a voluntary basis if your cancellation request reaches us within 2 hours of placing the order and the engraving has not yet begun at that point. What counts is when your message reaches us, not when we process it. We will then refund any payments already made. Outside this arrangement, there is no additional contractual right to free cancellation; your statutory rights remain unaffected.

We will make a one-off simple correction to the engraving text free of charge, such as a spelling mistake or a date, if your change request reaches us within 2 hours of placing the order, the engraving has not yet begun and the correction is technically possible within the scope of the design you ordered. We will discuss other changes with you; we will let you know about any additional costs in advance.

You'll find all the details on our Returns + Exchanges page and on our Right of Withdrawal page. Still have questions? Write to us any time at kontakt@viviannaschmuck.de – we're happy to help.