FREQUENTLY ASKED QUESTIONS
DO I NEED A CUSTOMER ACCOUNT TO ORDER FROM YOU?
Share No, you can also order from us as a guest. However, for a better overview of your orders and invoices, we recommend that you create a customer account.
CAN I CHANGE OR CANCEL MY ORDER?
Completed orders cannot be changed afterwards. To cancel an order, you must email us within 24 hours: email@example.com
MY PAYMENT WAS NOT ACCEPTED, WHAT NOW?
Please note that in the case of payment via KLARNA INVOICE or KLARNA INSTALLMENTS, your payment may first be checked by KLARNA and, if necessary, rejected. There may be various reasons for this, which we have no insight into. If one of these payment methods has been declined, you will receive an automatic cancellation email after a few hours. In such a case, we would ask you to place the order again and select a different payment method. If you have used a voucher that has now lost its validity, you can of course contact our customer service and we will activate it for you again.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION.
Your order confirmation will be automatically emailed to you within 24 hours. Also check your spam folder. Please contact our customer service if you have not received your order confirmation within this period: firstname.lastname@example.org
I FORGOT TO ENTER MY DISCOUNT CODE, CAN YOU HELP ME?
Please make sure to check all the information during the ordering process before you send it off. Unfortunately, we are unable to apply the discount retrospectively.
WHEN CAN I EXPECT MY ORDER?
This of course depends on which country you are ordering from. Within Germany the delivery time is 3-5 working days.
Europe-wide it can currently take up to 14 working days.
If there are any delays, you will be notified by us.
WHICH PARCEL SERVICE PROVIDER WILL MY ORDER BE SHIPPED WITH?
We ship your order climate-neutrally with DHL's GoGreen service.
HOW MUCH ARE THE SHIPPING COSTS?
The shipping costs to other countries can be found under Delivery & Shipping Costs
CAN I GET TRACKING?
When your order is shipped, you will automatically receive a tracking number via email. This will be sent together with your proof of purchase.
If you have not received this email, please contact our customer service.
CUSTOMS AND IMPORT DUTIES INFORMATION
Deliveries to non-EU countries incur additional duties, taxes and fees. You can find more information about customs duties, for example, at https://ec.europa.eu/taxation_customs/index_en and information specifically for Switzerland at http://xtares.admin.ch/tares .
I DIDN'T RECEIVE MY PACKAGE, WHAT'S NEXT?
Don't panic, we'll find a solution!
Feel free to contact us by e-mail “email@example.com”, but please check in advance whether your package might have been handed in at a branch or a neighbor. Sometimes there can also be delays in delivery. So please give your order some time to reach you.
WHAT PAYMENT METHODS ARE AVAILABLE?
We accept the following payment methods:
Credit card (VISA / MASTERCARD)
Payment by direct transfer (via Klarna)
SEPA direct debit (via Klarna)
Purchase on account (via Klarna)
Purchase in installments (via Klarna)
WHY AM I RECEIVING AN INVOICE WHEN I HAVE ALREADY PAYED?
In every shop you will receive a receipt after a purchase. So also with us. After successful payment, this only serves as legal proof of your purchase.
I DON'T LIKE THE ARTICLE. WHAT'S NEXT?
It's a pity, but if for any reason you are not satisfied with your order, you are of course welcome to return the products to us within 14 days of receipt of the order.
You can find more information about this on the Returns page.
WHO PAYS THE RETURN COSTS?
Unfortunately, since we are still a small start-up, we cannot offer you free returns.
You have to bear the return costs yourself. If you paid with Paypal, you can have Paypal reimburse you for the return costs up to 12 times a year . You can find all information about this here .
I RECEIVED A DEFECTIVE / FAULTY ITEM, WHAT NOW?
Please contact our customer service at the email "firstname.lastname@example.org" if the item is faulty or has a defect and attach a photo of the item to your email.
WHY CAN'T I REACH YOU BY PHONE?
We currently do not offer telephone customer support. Even if you came across one of our telephone numbers during your search, we would like to ask you to send your inquiries exclusively by e-mail to "email@example.com". This is the only way we can guarantee a smooth process. Our customer service will answer you within 24 hours on weekdays.
WHAT MATERIALS DO YOU USE FOR YOUR JEWELRY?
The core of our jewelry consists either of the purest 925 sterling silver or 316L stainless steel (also called surgical steel). Our gold-plated pieces of jewelry are also provided with a high-quality 18 carat multiple gold plating and sealed with a special e-coating process. This "protective layer" makes our jewelry more resistant to external influences.
IS YOUR JEWELERY WATERPROOF?
Some of our jewelry is very resistant to water, but we still do not want to claim that it is waterproof, which is why we generally recommend that you take off our jewelry when showering, swimming or even doing sports.
HOW DO I PROPERLY CARE FOR MY HEY CORAL JEWELERY?
Store your jewelry in a dry and dark place. Avoid contact with moisture: water, disinfectants, humidity, lotions, hair sprays, perfumes, etc. (the pH of the skin can affect the oxidation of the jewelry).
HOW DO I FIND MY RIGHT RING SIZE
For exact measurement, we have created a graphic that you can download HERE and then print out. You can read all further instructions on the graphic.