To ensure that your package reaches you as quickly as possible, your order will be processed directly in our system. Therefore, the address can only be changed within 30 minutes of completing the order. Unfortunately, if you pay by credit card or other electronic payment method, we can no longer intervene for buyer protection and security reasons.
We ship worldwide via DHL. If your order is already being processed or is being shipped, subsequent address changes are no longer possible. If the package cannot be delivered, it will be sent back to us. We will then contact you and send you the package again as soon as we have received the correct address from you.
If you have not received an order confirmation from us, we ask you to first check whether you have provided a correct email address. If an error has crept in, you can subsequently change your email address in your customer account and have the order confirmation sent to you again.
Automatically generated emails often end up in the spam folder. Please check whether the order confirmation has landed there.
Depending on the mailbox provider, there may occasionally be transmission problems when sending the order confirmation. If the order confirmation has not arrived in the spam folder despite the correct email address, please contact our customer support directly. We can be reached at any time by email (firstname.lastname@example.org) and will be happy to help you.
You can cancel your order within 30 minutes as long as it is not yet in shipping/processing. Unfortunately, no changes are possible afterwards due to the system.
However, if you do not like the items you ordered, you can exercise your right of withdrawal and return the items within 14 days and reorder the desired products. Engraved and personalized items that were made to your individual request cannot be exchanged. For hygiene reasons, this also applies to earrings.
Please note that the item must be in its original condition and packaging in order to be returned. Unfortunately, we cannot accept a cancellation in the event of damage or contamination.
You not only get a two-year guarantee on all pieces of jewelry, we will even repair your jewelry free of charge if it is your fault. Repairs are possible if the clasp, eyelets, anchors or suspension are damaged. We also offer you free improvement of the goods within the guarantee period of 2 years. This includes polishing and/or plating the jewelry with 18 carat yellow gold or 18 carat rose gold. For repairs and improvements within the warranty period, you only cover the shipping costs. Unfortunately, it is not possible to remake the jewelry. Therefore, broken chains or broken pieces of jewelry are excluded from the warranty.
If you would like to make use of the guarantee, please contact our customer service by email (email@example.com) and provide your name and order number. We will then inquire about the damage and ask you to send us a photo of the damage by email if necessary. You can then send the complained item back to us along with a warranty claim. The application is used to allocate the package. After receiving the goods, we will check the damage and repair or improve the item free of charge.
We ship worldwide via Deutsche Post (DHL). Shipping costs differ depending on the destination country. For national deliveries we charge shipping costs of €2.50. Shipments to Austria and other EU countries cost €5.00. From a shopping cart value of €60.00, shipping within Germany is generally free.
Personalized jewelry can take two to four business days to produce. We then hand over the shipment of goods directly to DHL. The delivery time to Germany and Austria is usually three to five working days. Deliveries to other countries can take up to seven working days.
We apologize that delays may occur at peak times (e.g. on public holidays) or due to increased regulations regarding COVID-19 on the part of the delivery company.
You can find further information and tips here: https://www.dhl.de/de/privatkunden/aktionnseiten/coronavirus.html
If your package was damaged during shipping, we must report the damage or theft to DHL. Please contact us immediately or within 7 days by email (firstname.lastname@example.org) stating your name and order number. We will then inquire about the damage and ask you to send us a photo of the damaged package (if necessary, indicating whether the package has been repackaged). You then hand the package in for inspection at the nearest post office and submit a written report of the damage to the shipping courier. After the claim has been processed, we will send you another package.
If the delivery is not complete or an item is missing, please contact our customer service by email within 7 days to have the missing products sent to you. After this period has expired, unfortunately no refund of the goods or the purchase price is possible.
If the tracking shows that the package has been delivered but you have not received it, please contact our customer support as soon as possible. We can be reached at any time by email (email@example.com) and will initiate an investigation with the shipping courier. Non-delivery can be reported within four weeks and an investigation or replacement delivery can be complained about. Unfortunately, a later complaint is not possible for technical system reasons.
If the tracking shows that the package is still on its way to you and this status has not been updated for several days, please first contact the shipping courier directly and ask them about the status of your package.
Since all orders are shipped from Germany, there are no customs costs or import taxes for you within the EU. However, if the destination for the package is outside the EU, you may have to pay customs costs for the package, for example in Switzerland.
If you have received an incorrect delivery, please contact our customer support immediately by email ( firstname.lastname@example.org ) and send us photos of the incorrect items including the packaging. You will then receive a return slip from us and can send the incorrectly received item back to us free of charge, stating the note “wrong shipment”. After we receive the return, we will refund you for the incorrect item and send you the correct item immediately.
If the package cannot be delivered due to incorrect address information, etc., customer service will contact you by email to request the correct address. We ask that you respond promptly so that your order reaches you as quickly as possible.
Returns & Refunds
You have the right to return the goods you received to us within 14 days without giving any reason. Unfortunately, engraved and personalized items made at your request cannot be exchanged or returned. For hygiene reasons, earrings and anklets are also excluded from exchange/return. The period of 14 days applies from the day on which the goods arrive. We only accept returns for new and unworn goods. The goods must be in the original packaging. Unfortunately, if the goods are damaged or soiled, we cannot accept a cancellation.
If you would like to exercise your right of withdrawal, please first contact us via our customer support at email@example.com.
After you have received the cancellation confirmation from us by email, we ask you to send the package back to us within 14 days with the completed cancellation form. After checking the return, you will receive a refund within three to four weeks. To refund the purchase price, we use the same payment method that you used to pay for the order, unless something different was expressly agreed with you.
The costs for returns are generally borne by the buyer, regardless of the shopping cart value. Costs originally paid for outbound shipping will not be refunded for partial returns. If an order no longer qualifies for free shipping after deducting a return or if the order value falls below €60, the postage will subsequently be deducted from the amount of the refund. If the specified minimum order value is not reached, an originally granted discount can subsequently be reduced or canceled.
If you do not like the items you ordered, you can exercise your right of withdrawal and return the package within 14 days and reorder the items you want.
Unfortunately, engraved and personalized items that were made at your request , as well as vouchers, gift boxes and worn goods cannot be exchanged or returned.
Please note that the goods must be in their original condition and in their original packaging. Unfortunately, if the goods are damaged or soiled, we cannot accept a cancellation.
After receiving your return, we will refund you the purchase amount within 7 days. For the refund, we use the same payment method that you used when paying for the order, unless something different was expressly agreed with you.
You can track the status of your return using the tracking number on your return slip. Please keep the return slip for your return until the purchase amount has been refunded.
If you have any further questions, you can contact our customer support. We can be reached at any time by email (firstname.lastname@example.org) and will be happy to help you.
If we credited you with the incorrect amount when refunding you, we would first like to apologize for the inconvenience! In this case, please contact our customer support by email (email@example.com) and tell us the most important information about the incorrect credit. After reviewing your case, we will refund you the correct amount promptly. Please note that the shipping costs for returns are generally borne by the buyer.
Payment & Promos
We offer you a variety of payment options for your order:
Purchase on account and in installments with Klarna
With Klarna you can order your goods now and pay later. If you choose the purchase on account option via Klarna, you will receive the goods directly and have 14 days from the invoice date to pay the invoice. You will receive the invoice from Klarna directly by email. You can find further information about purchasing on account here: https://www.klarna.com/de/kundenservice/csc/rechnung/
With the installment purchase option via Klarna, you can pay for your purchase (with a minimum amount of €6.95) in up to 24 monthly installments (or under other conditions offered by Klarna). Further information about installment purchase can be found here: https://www.klarna.com/de/kundenservice/csc/ratenkauf/
At Meine Kette you can also pay conveniently with PayPal. With PayPal you have the choice between different payment methods. Your order is also insured up to a value of €500. If you choose PayPal as your payment method, you will be redirected from our website directly to PayPal where you can log in with your access data or register if you do not yet have an account. Then select the desired payment method in your PayPal account (PayPal credit, direct debit or credit card) and complete the payment. As soon as we have received the payment confirmation from PayPal, we will send you the goods immediately.
If you pay with Amazon Pay, you can shop safely and quickly without having to re-enter your address or payment details. The preferred payment method (direct debit or credit card) and the delivery method are already stored in your Amazon customer account.
Amazon Pay does not share your account or card number with us, but only sends the necessary payment information (e.g. the last 4 digits of the card number or the card type) to confirm your payment.
Instant bank transfer
With the instant transfer option you can pay quickly, easily and securely via online banking. No registration is required - simply log in with your online banking access data to transfer the purchase amount of the order to us. Real-time transaction confirmation means the purchase is completed quickly and we can ship the goods to you immediately.
You are also welcome to pay with a credit card at Meine Kette. We accept payments via American Express, VISA, MasterCard and Maestro. During the payment process, select your credit card as a payment method and use it to pay conveniently and securely. As soon as you have completed the order, your credit card account will be charged and the goods will be shipped.
You can also use Apple Pay to pay for your order easily and securely without having to enter your bank details or fill out a complicated form. To do this, you choose the credit or debit card that is already stored in your Apple Pay account.
Apple Pay uses a device-specific number along with a unique transaction code. This means the card number and account details are never stored on your device or Apple servers. Of course, no data will be shared with us during the payment process.
You can also use Google Pay to pay for your order easily and securely without having to enter your bank details or fill out a complicated form. To do this, you choose the credit or debit card that is already stored in your Apple Pay account.
Google Pay sends your payment information and delivery address to us securely and encrypted.
If you are from Austria, you can use the EPS transfer to pay for your order. The online payment system was developed together with the Austrian banks and the government in order to be able to process online purchases safely and quickly.
People from Belgium can also pay with the Bancontact card at Meine Kette. To do this, you must enter the Bancontact card number linked to your current account. You will then be redirected to your bank's secure page. There you log in and confirm the transaction. Once payment has been authorized, you will receive a payment confirmation from Bancontact and will be redirected to our website so that you can complete the order.
If you are from the Netherlands, we offer payment with iDEAL. An account with the participating banks is required. ABN AMRO, ASN Bank, Friesland Bank, ING, Knab, Rabobank, RegioBank, SNS Bank, Triodos Bank and Van Lanschot Bankiers currently offer this procedure. If you use iDEAL as a payment method, you will be redirected to your bank's secure page. There you have to log in with your existing access data and confirm the transaction. Once payment has been authorized, you will receive a payment confirmation from iDEAL and will be redirected back to our website so you can complete the order.
In general, only one discount code can be redeemed per order. Please note that no further code can be used during ongoing promotions that include an automated discount. In addition, there can be various reasons why a discount code does not work. Please check the following points:
- Did you enter the promotion or discount code correctly?
- Is your promotional or discount code redeemable for the selected items? Some promotional or discount codes only apply to certain products or categories and not to the entire range.
- Has the validity of the promotion or discount code already expired?
If your code still doesn't work, please contact our support directly. We can be reached at any time by email (firstname.lastname@example.org) and will be happy to help you.
Unfortunately, we cannot give precise information about when sold-out items will be available again as this depends on various factors. However, we will keep you regularly updated with news about our products via our social media channels. Follow us on Facebook and Instagram so you don't miss any news.
If you would like to benefit from further specials and special promotions, we recommend that you subscribe to our newsletter.
If there was an error in the engraving of your piece of jewelry and it was our fault, we would first like to apologize for the inconvenience! In this case, please contact our customer support immediately by email (email@example.com). If you cancel the faulty item, we will issue the goods total as a voucher and you can order the item again.