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FAQ

We would like to solve your questions as quickly and easily as possible - that's why we have created the following pages with which you can clarify the most common problems.
Landschaft Bali

payment

Do you have a question about payment methods?

What payment methods are there?

Depending on the country, you can choose between the following payment methods:

CREDIT CARD

PAYPAL

APPLE PAY

KLARNA PURCHASE ON ACCOUNT

KLARNA INSTALMENT PURCHASE

KLARNA PAY NOW

PAYMENT / SEPA

BAN CONTACT

EPS

IDEAL

The choice of payment methods varies depending on the country. In the checkout you will find the payment methods that are available for your country.

Which payment method can I use in my country?

CREDIT CARD

Egypt, Albania, Andorra, United Arab Emirates, Argentina, Australia, Belgium, Bosnia and Herzegovina, Brazil, Bulgaria, Chile, China, Denmark, Germany, Estonia, Finland, France, Greece, United Kingdom, India, Indonesia, Ireland, Iceland, Israel, Italy, Japan, Canada, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Morocco, Macedonia, Mexico, Moldova/Moldova, Monaco, Montenegro, Namibia, New Zealand, Netherlands, Norway, Austria, Peru, Philippines, Poland, Portugal, Republic of Kosovo, Republic of South Africa, Romania, San Marino, Saudi Arabia, Sweden, Switzerland, Serbia, Singapore, Slovakia, Slovenia, Spain, Thailand, Czech Republic, Turkey, Hungary, USA, Vatican City, Vietnam, Cyprus,

PAYPAL

Egypt, Albania, Andorra, United Arab Emirates, Argentina, Australia, Belgium, Bosnia and Herzegovina, Brazil, Bulgaria, Chile, China, Denmark, Germany, Estonia, Finland, France, Greece, United Kingdom, India, Indonesia, Ireland, Iceland, Israel, Italy, Japan, Canada, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Morocco, Macedonia, Mexico, Moldova/Moldova, Monaco, Montenegro, Namibia, New Zealand, Netherlands, Norway, Austria, Peru, Philippines, Poland, Portugal, Republic of Kosovo, Republic of South Africa, Romania, San Marino, Saudi Arabia, Sweden, Switzerland, Serbia, Singapore, Slovakia, Slovenia, Spain, Thailand, Czech Republic, Turkey, Hungary, USA, Vatican City, Vietnam, Cyprus,

APPLE PAY

Belgium, Brazil, Bulgaria, China, Denmark, Germany, Estonia, Finland, France, Greece, UK, Ireland, Iceland, Israel, Italy, Japan, Canada, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Mexico , Moldova, Monaco, Montenegro, New Zealand, Netherlands, Norway, Austria, Peru, Poland, Portugal, Republic of South Africa, Romania, San Marino, Saudi Arabia, Sweden, Switzerland, Serbia, Singapore, Slovakia, Slovenia, Spain, Czech Republic , Hungary, USA, Vatican City, Cyprus,

KLARNA PURCHASE ON ACCOUNT

Austria, Belgium, Denmark, Finland, France, Germany, Italy, Netherlands, Norway, Portugal, Spain, Sweden,

KLARNA INSTALMENT PURCHASE

Denmark, Germany, Finland, Netherlands, Norway, Austria, Sweden,

KLARNA PAY NOW

Belgium, Germany, Finland, Italy, Netherlands, Austria, Sweden, Spain,

PAYMENT / SEPA

Germany, Estonia, Finland, France, Greece, UK, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Austria, Poland, Portugal, Romania, San Marino, Sweden, Switzerland, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus,

BAN CONTACT

Belgium

EPS

Austria

IDEAL

Netherlands

return

Do you need help with returns?

How do I return my order?

Your smile while unpacking is our top priority. We want your piece of jewelery to bring you joy every day.

For this reason, we offer you free return shipping for our products in Germany. If you are not 100% happy with your order, you will not incur any new costs in Germany.

You have up to 30 days after receipt of the goods to return your order to us. If a product is faulty in any way, you can of course also send it back to us after this period.

For returns from Germany, please always use our returns portal . There you can easily fill out your return slip, download it free of charge and print it out or use the QR code as an alternative. As a guest, you can also download your return label from the returns portal.

You can also find return information for all other countries in our returns portal .

You can state the reason for your return on the delivery note so that we know what we can do better in the future. Please make sure that you use the original packaging for the sensitive jewelry so that it gets back to us undamaged. Then simply drop off the package at your nearest DHL branch or Packstation. After a few working days, we will receive your return and you will receive a confirmation of receipt from us.

This way you can avoid a return.

You can carefully choose the right size or length when you place your order. In our size guide we will help you, for example, to find the right ring size for you. This saves you additional work for a return and also protects our environment. In addition, we give you as much information as possible in our product description and details to prevent incorrect orders. If you have any questions about our products, you can also contact our customer service at any time.

How and when do I get my money back?

After receiving your return, we will send you an email confirmation. The refund will be made in the same way as your order. Please note that depending on your payment method, it may take a few days for your payment to be refunded. Usually it takes about 5 business days.

How do I exchange a product?

You ordered the wrong size and now want your piece of jewelery in a different size? Unfortunately, a direct exchange is currently not possible for technical reasons. In this case, you can easily return the product free of charge for 30 days and order it again in the right size. If you are unsure which size is right for you, please take a look at our size guide. There we will help you to find your right size.

What can I do if my piece of jewelry breaks?

If your piece of jewelery breaks, we sincerely apologize to you. You can return the jewelry for a year if there is a quality defect. Our product management appreciates your feedback on our products, so please let us know the reason for the return.

How do I get my voucher back if I return it?

Did you use a voucher (e.g. 20€) in your order and made a return? You will receive a new voucher code for the corresponding amount by email. Please note that for technical reasons it is currently not possible to use several vouchers at the same time for one order.

Delivery

Would you like to learn more about shipping & delivery?

How long does shipping take within Germany?

We know how impatient you are waiting for your package. That's why we ship it several times a day so you can get your hands on it as soon as possible. If you order by 1 p.m. on weekdays, your order will usually be dispatched the same day. The delivery time with DHL within Germany takes about 2-4 working days . In the event of delivery delays, you will be informed immediately by us.

Please note that we can only process orders with the payment method "payment in advance" after receipt of payment.

In which countries can I order?

We offer shipping to the following countries:

EU

Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus

EUROPE

Albania, Andorra, Bosnia and Herzegovina, Iceland, Kosovo, Liechtenstein, Macedonia, Moldova, Monaco, Montenegro, Norway, San Marino, Switzerland, Serbia, Turkey, Vatican City, UK

ASIA

China, India, Indonesia, Israel, Japan, Malaysia, Philippines, Saudi Arabia, Singapore, Thailand, United Arab Emirates, Vietnam

OCEANIA

Australia, New Zealand

AMERICA

Argentina, Brazil, Canada, Chile, Mexico, Peru, USA

AFRICA

Egypt, Morocco, Namibia, South Africa


All orders are shipped from Germany. For this reason, there are no customs duties or import taxes within the EU. Outside the EU, however, these may apply.

Please note that there are different regulations on customs or import sales tax depending on the country. 100% of these fees go to the customs of the respective recipient country & must be borne by you.

If you refuse to accept the package, the fees will still be charged. These will then be deducted from the credit note in the event of a return.

How much are the shipping costs?

Germany
Standard shipping: 2,90€, from 50€ free of charge


EU
Standard shipping: 6,90€ from 100€ free of charge


USA
Standard shipping: 9,90€, from 200€ free of charge


International shipping
Standard shipping: 15,90€, from 200€ free of charge

Our logistics partner

In order to ensure that your orders are shipped quickly and smoothly, we ship exclusively with DHL. If you have any questions about your order, please contact us first.

Order

Do you have questions about your order?

How can I place an order?

Found a product you want to order? Simply register with your personal account or as a guest and complete your order. Please note that telephone orders are unfortunately not possible.

How can I create a customer account?

Don't have an account yet? Then you can easily and quickly create an account! We only need a few details about your address and email. Simply visit "My Account".

If you already have products in your shopping cart, simply go to the checkout and register there.

Will I receive a confirmation email?

As soon as you complete your order, you will receive a confirmation email from us within a few minutes. If you did not receive this, please check your spam folder. If there is no email from us either, please contact our customer service and we will take care of it immediately.

How can I track my order?

As soon as your shipment leaves our warehouse, we will send you an email with a link to track the shipment from DHL. Clicking on the link will take you directly to DHL and your delivery. Please note that it may take some time for DHL to update the status of your delivery. If there are problems with your delivery, please contact DHL Customer Service directly. This is the quickest way to get help. If you have any questions about your order or your package is taking longer than expected, please contact us. We are glad to help you.

Where can I check my details?

To be sure that your details are correct and that the correct products have been ordered, log into your account and check all the details in the order overview. Alternatively, you can also open your confirmation email, where you will find all the important information about your order.

How can I cancel my order?

Did you choose the wrong size? No problem, just send us an email immediately after your order or call our customer service. We can then simply cancel your order and you can simply place a new order. If you only notice the error after we have already shipped your order, unfortunately we can no longer cancel it. In this case, you can send the delivery back to us free of charge after receipt and we will return your item.

How can I change my delivery address?

Did you make a mistake with your shipping address? Simply contact our customer service directly and we will take care of the necessary changes immediately. Please note that we cannot change your address once your order has already been dispatched.

Products

Would you like to learn more about our product quality?

What materials do we use?

We are aware of how important sustainability is - without compromising the quality of our products.

That's why we place great emphasis on real, high-quality materials. Most of our jewelry is made of 925 sterling silver. We also offer our jewelery with 24-carat gold plating. We are also particularly proud of our 375 (9ct) yellow gold jewelery as part of our collections. You can find more information about our materials here .

Can the jewelry tarnish or rub off?

At Kuzzoi we only use high quality materials and coatings to protect our products. All pieces of jewelry made of real silver can oxidize (tarnish). This is a completely normal chemical process that can often be observed in silver cutlery. However, this is no reason to worry and also does not represent a quality defect or reason for return. To ensure that you can enjoy your jewelry for a long time, we recommend that you follow our tips for jewelry care and cleaning. Our gold-plated products receive a 24-carat gold plating with approx. 1.5 microns. If you follow our care instructions , you can be sure that the high-quality gold plating will last for a long time.

Can I shower/bath with the jewelry?

In order to be able to enjoy your new jewelery for a long time, it is important to take it off before exercising, bathing or showering. We also advise you to keep your jewelry in the bathroom or other damp places, as moisture can discolor or tarnish the jewelry. Your jewelry should be the last thing you wear and the first thing you take off when you get home. You should also take off your jewelry before you go to bed. Also avoid letting your jewelry come into contact with cosmetics like creams or other chemicals like hairspray and perfume. You can find more information about jewelry care here .

Should I clean my jewelry?

It pays to gently clean your favorite jewelry every month. All you need is lukewarm water, a soft cloth and mild soap. For jewelry with a lot of detail, you can use a soft toothbrush. With the silver cleaning cloth or the toothbrush you can restore the shine of the precious metal in gentle, circular movements. Make sure your jewelry is completely dry before storing it in the velvet pouch or jewelry box. The before and after effect is impressive and the effort is minimal. You can find even more tips on the subject of jewelery care here .

My selected piece of jewelery is currently sold out, will it be available again?

Products that are out of stock are usually available again in our shop within 2 to 3 weeks. However, this is not the case with discontinued items. If your favorite piece of jewelery is sold out, simply enter your email address in the field provided and we will notify you as soon as it is available again.

sizes

Are you unsure about the right size?

How do I determine the correct ring size?

Do you already have a matching ring? Then you can simply measure the inner diameter and then compare it with these corresponding ring sizes (#):

VARIANT 2

Step 1: Cut a narrow strip of paper or thread.

Step 2: Wrap this around your finger.

Step 3: Mark the point where thread or paper meet.

Step 4: Now measure the length of the thread or paper.

If the measured size is between two sizes, we recommend that you choose the larger ring size. Our size-adjustable rings can be adjusted between sizes 62 and 66 mm.

You can find our ring sizes in our size guide .

How do I find the right bracelet and chain lengths?

bracelet length

Step 1: Cut a narrow strip of paper or thread.

Step 2: Now put it tightly around your wrist.

Step 3: Mark the point where the thread and paper meet.

Step 4: Now measure the length of the thread or paper.

The standard length of our bracelets is 19 cm plus a 3 cm long extension chain. This allows the bracelet to be lengthened depending on the desired fit.

chain length

Step 1: Simply cut a thin strip of paper or thread.

Step 2: Put this pendant around your neck and find your perfect chain length.

Step 3: Now mark the point where the thread or paper meet.

Step 4: Measure the length of the thread or paper.

Our standard chain is 50 cm long. A short choker is between 40 and 42cm long. In addition, our chains can be extended with extension chains.

How do I put on an ear cuff correctly?

Step 1: Put the earcuff on the top of your ear.

Step 2: Wear it there or...

Step 3: ...pull it further down.

Step 4: If you want to remove your earcuff, gently pull it up and easily remove it there.

Be careful not to bend the ear cuff.

sustainability

Are you interested in sustainability at JULIE & GRACE?

Here you will find all information about it.

production

Would you like to learn more about our product manufacturing?

Then feel free to stop by here .

jewelry care

Are you interested in jewelry care?

Then find out more here .

If you still can't find an answer on our help pages, you can contact us at any time at service@julie-grace.de .

We are glad to help you!

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