Right of Withdrawal

Last updated: 29.09.2026

Non-personalised items: 30-day returns

Changed your mind? You can return 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 (see Withdrawal Instructions below). You pay the return shipping costs yourself. We will refund the purchase price to your original payment method or exchange the item, whichever you prefer.

Personalised items

There is no statutory right of withdrawal for pieces of jewellery that are made to your individual specifications and fall under the statutory exception explained below. This applies in particular to an individually specified engraving with a name, date or your own motif. The mere selection of an offered standard colour or standard size is not sufficient for this exclusion.

For defect-free personalised goods that fall under the exception to the statutory right of withdrawal pursuant to § 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, for example a remake at a reduced price, a chargeable modification or an exchange. Before reaching an agreement, we will clarify with you the specific scope of services, any replacement product, the amount to be paid or credited and the shipping costs. An agreement reached in an individual case is binding on both parties. Our consent in text form (e.g. by email) is required before any return based solely on goodwill. Statutory rights of withdrawal, termination and rescission, rights in respect of defects and other statutory refund claims remain unaffected.

Free cancellation before engraving

For personalised goods for which there is no statutory right of withdrawal, we offer a voluntary cancellation free of charge if we receive your cancellation request within two hours of your placing the order and engraving has not yet begun at that time. What counts is the receipt of your message, not the time at which we process it. In the event of such a free cancellation, we will refund any payments already made for the cancelled order. Outside this goodwill arrangement, there is no additional contractual right to cancellation free of charge. Statutory rights of withdrawal, termination and rescission and rights in respect of defects remain unaffected. Insofar as termination is permitted under the statutory provisions, its consequences for remuneration are governed by those provisions. In particular, expenses saved and alternative earnings must be taken into account in accordance with the statutory provisions.

Changes to your personalisation

We will make a one-off simple correction to the engraving text, for example of a spelling mistake or a date, free of charge if we receive the change request within two hours of the order being placed, engraving has not yet begun at that time and the correction is technically possible within the scope of the design ordered. What counts is the receipt of your message, not the time at which we process it. Changes to the product, quantity or material, additional design services and any other changes outside this free correction require a separate agreement. We will inform you in advance of any additional charges; we will only carry out chargeable changes with your consent. Statutory rights in respect of defective performance by us remain unaffected.

Defect or transport damage

In the event of a defect, the statutory rights in respect of defects apply to all items, including personalised ones. As part of the statutory subsequent performance, you can in principle choose between repair and replacement; statutory requirements and restrictions remain unaffected. We cover the costs that we are required by law to bear. To do so, write to us at kontakt@viviannaschmuck.de, ideally with a photo and your order number. More information can be found on our page Statutory Warranty.

Please check your delivery after receipt and report any transport damage to us as quickly as possible; your statutory rights do not depend on this.

Notifying us of a return

Please notify us of your return in advance via our contact form or by email and state your order number so that we can match it. Prior notification is not necessary for an effective withdrawal. Return address:

VIVIANNASCHMUCK
Na Wang
Landwehr 2, Eingang C, EG
22087 Hamburg
Germany

For refunds following a statutory withdrawal, only the deadlines and conditions in the section “Consequences of withdrawal” apply. For a purely voluntary return, we usually process the refund within 10 working days of receiving and inspecting the goods. If you have any questions about the processing status, please write to us at kontakt@viviannaschmuck.de.

Withdrawal Instructions

A consumer is any natural person who concludes a legal transaction for purposes that can predominantly be attributed neither to their commercial nor to their self-employed professional activity. The following information is addressed to consumers. For deliveries to Switzerland, we grant the right of withdrawal described below voluntarily on the same terms. Mandatory rights under the applicable law remain unaffected.

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If your order is delivered in several partial consignments, the period begins on the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last partial consignment.

To exercise your right of withdrawal, you must inform us

VIVIANNASCHMUCK – Na Wang
Landwehr 2
22087 Hamburg
Germany
Phone: +49 40 21 99 11 92
Email: kontakt@viviannaschmuck.de

of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory.

You can also exercise your right of withdrawal online at www.viviannaschmuck.de/pages/widerruf-formular (“Withdraw from contract”). If you use this online function, we will send you an acknowledgement of receipt without undue delay on a durable medium (e.g. by email), containing information on the content of the withdrawal declaration and the date and time of its receipt.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which notice of your withdrawal from this contract was received by us. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise with you; in any event, you will not be charged any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earlier.

You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you inform us of your withdrawal from this contract. The deadline is met if you send back the goods before the period of fourteen days has expired. You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods if this diminished value results from handling of the goods other than what is necessary to establish their nature, characteristics and functioning.

Exclusion of the right of withdrawal

There is no right of withdrawal for contracts for the supply of goods that are not prefabricated and for whose manufacture an individual selection or determination by the consumer is decisive, or that are clearly tailored to the personal needs of the consumer (§ 312g para. 2 no. 1 BGB). This applies in particular to pieces of jewellery with an engraving individually specified by you, such as a name, date or your own motif. What matters is that the requirements of this statutory exception are met in the specific case.

Model withdrawal form

(If you want to withdraw from the contract, please complete and return this form.)

– To VIVIANNASCHMUCK, Na Wang, Landwehr 2, 22087 Hamburg, Germany, email: kontakt@viviannaschmuck.de:
– I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the purchase of the following goods (*)/the provision of the following service (*)
– Ordered on (*)/received on (*)
– Name of consumer(s)
– Address of consumer(s)
– Signature of consumer(s) (only if this form is notified on paper)
– Date

(*) Delete as appropriate.