FAQs
CURRENT INFORMATION
What changes have there been at stilnest in recent weeks?
Last year was challenging for us, as it was for many brands: rising costs and cautious customers did not make it easy for us. Nevertheless, we restructured our team and cut costs without neglecting our high standards of sustainability and quality.
But not everything is in our hands: the company behind the stilnest brand, Spontaneous Order GmbH, was hit by unexpected difficulties in January and had to file for insolvency, which also affected us, but just a few weeks later, a new owner was found in the form of Julie & Grace GmbH. The team, the founder and many of our partners remain on board and we are delighted to be able to continue our work together for a transparent and sustainable jewelry product.
What will change with the new owners?
First things first: stilnest remains stilnest.
The new owners will give us many new opportunities in the future, which is why we are currently working on some exciting projects for you.
Our promise to you: We will keep you transparently informed about every change. In any case, you can already look forward to new collections and features. If you want to make sure you don't miss out on any of this, subscribe to our newsletter.
Is stilnest jewelry still made to order?
Yes!
Our values remain the same: manufacturing quality, sustainability and transparency. And that's not so easy with such a valuable product that involves so many people. Each design is made to order for you, which not only guarantees quality but also prevents overproduction. We currently manufacture together with goldsmiths in southern Germany and Hamburg. What you can rely on: If we adjust our manufacturing, we will inform you transparently.
Are the delivery times back to normal now?
Yes! :)
You can order your pieces of jewelry from us in the usual quality and they will be handmade for you in our goldsmiths in southern Germany - as you know it from us.
Can i still have my stilnest jewelry repaired by you?
Yes, you can still use our repair service as usual.
We are currently working on optimizing our process, which is why our repair portal is offline. Please send us a message to care@stilnest.com if you would like to send in your piece of jewelry for repair. Please note that there may currently be longer response times.
Why did I have to wait so long for my order last time?
We are sorry that we were unable to meet the regular delivery times for your last order! After the company behind stilnest filed for bankruptcy, we had to follow certain legal requirements. We were able to accept and deliver new orders without restrictions, while orders that had already been placed could only be processed with a delay until a solution was found for stilnest and our partner goldsmiths. Unfortunately, this led to delays in your order.
The good news is that all affected orders have now been delivered and we are back to our usual delivery times!
Why did it take so long for me to hear back from customer service?
As a small team, we were overwhelmed by the unexpected crisis situation. As we understandably received countless emails from you, we had to restructure internally and train additional team members in customer service to cope with the onslaught. But even that wasn't enough in some cases. We did our best to answer your messages as quickly as possible and provide you with all the information we were able to share at the time. Even today, we still have an increased volume of emails and are working to answer every single one of them diligently. We can understand if you are frustrated and would have liked faster and more open communication. However, we sincerely hope you will understand and thank you for your patience!
Does the guarantee promise still apply?
Of course, our goal is and remains to make your piece of jewelry a lifelong companion for you. That's why we offer you a repair service that is free of charge for the first 365 days thanks to our warranty offer.
ORDER & CANCELLATION
What does it mean that you manufacture the jewelry "made to order"?
This means that we only manufacture each piece of jewelry to order and therefore especially for you! In an industry that traditionally relies on mass production and little transparency, we founded stilnest to take a new, more resource-friendly approach.
Please note that due to this production principle, it can take a few days (approx. 12-18 working days, depending on the design) until you can hold your new piece of jewelry in your hands - so you should order gifts from us with sufficient lead time. The respective production times can be found directly on the product page. Any deviations, such as seasonal production times, are also always communicated up to date.
I have already paid, but have not yet received a shipping update - why?
We manufacture to order, especially for you. This means that we need an average of approx. 12-18 working days for production. As soon as your order has been hand-finished by our goldsmiths and is ready for dispatch, you will immediately receive a dispatch confirmation with a tracking link.
Where can i find my order number?
Your order number always begins with "DE-" - you can find it in the order confirmation that you received to your e-mail address after your purchase. You can also find your order number in the shipping confirmation you received after your order was shipped.
Can i cancel my order?
Yes, this is possible. Please contact our Customer Care Team promptly, for example via care@stilnest.comor the small chat icon (WhatsApp). However, personalized jewelry and jewelry with individual engraving cannot be cancelled. Gift vouchers can be returned for the value of the store goods, not for a cash refund. Unfortunately, we are unable to offer partial cancellations, but you can return part of your order upon receipt. If you are not sure - ask us! We will be happy to help you at any time.
Can I still change my order?
Das kommt ganz drauf an. Wir werden unser Bestes geben - schreib uns dafür bitte schnellstmöglich eine Nachricht via care@stilnest.com oder dem kleinen Chat-Icon (WhatsApp).
Can I still change my shipping address?
Yes, you can write us a message viacare@stilnest.com or WhatsApp.
Do you offer a guarantee?
Yes, our aim is for your piece of jewelry to be a lifelong companion for you. That's why we offer you a repair service that is free of charge for the first 365 days thanks to our warranty offer.
Your order is a gift and doesn't arrive on time?
Please accept our apologies if we cause a delay and the gift does not reach you in time. You are welcome to download our gift card and write on it digitally or print it out and write a message by hand. This way you won't be left empty-handed and can let the recipient know that a gift is still waiting for them.
PAYMENT
How can I pay?
You can pay via instant bank transfer (Klarna), PayPal, purchase on account (Klarna), credit card (Visa, Mastercard, American Express) and EPS bank transfer. This way you can order the product securely and know that you are protected when purchasing.
Can I pay in installments?
Installment purchases are possible via Klarna or Paypal. A positive credit check is also required here. During the ordering process, you will be informed directly by the respective payment provider whether you are offered the option of purchasing in installments.
My payment via Klarna was rejected, why?
We are sorry that this payment method is not available to you! A positive credit check is required for the payment method to be granted. This is carried out automatically by Klarna and includes an internal, non-communicated checklist. Unfortunately, we have no influence or insight into this. Of course, our numerous other payment options are still available to you, such as PayPal, credit card and instant bank transfer.
How do I get my refund if I have paid via Klarna?
Refunds are automatically refunded to the payment method selected when the order was placed once the return has been processed. In this case, this is Klarna. The amount of your refund may vary depending on the payment plan and whether it is a full or partial return. Outstanding payments may still need to be made. For more information, please contact Klarna customer service.
Can you pause my Klarna invoice if my order hasn't arrived yet?
No. Unfortunately, we cannot intervene in Klarna's payment deadlines, which is why your invoice must be paid within the 30 days, regardless of the order status. Nevertheless, you have the option of notifying Klarna that your order has not yet arrived, which means that in most cases your payment can be paused for a few more days.
MANUFACTURING & MATERIALS
What does it mean that you manufacture the jewelry "made to order"?
This means that we only manufacture each piece of jewelry to order and therefore especially for you! In an industry that traditionally relies on mass production and little transparency, we founded stilnest to take a new, more resource-friendly approach.
Please note that due to this production principle, it can take a few days (approx. 12-18 working days, depending on the design) until you can hold your new piece of jewelry in your hands - so you should order gifts from us with sufficient lead time. The respective production times can be found directly on the product page. Any deviations, such as seasonal production times, are also always communicated up to date.
Where do you manufacture your jewelry?
We manufacture our designs with our goldsmith partners in southern Germany in and around Pforzheim - a city with years of tradition and knowledge in jewelry making. Our fair trade jewelry is made in a goldsmith's workshop in the beautiful north of Germany.
How long does the production take?
The production of your piece of jewelry takes around 12-18 working days*. Up to five manufactories and eight passionate goldsmiths, stone setters and casters are involved in the production of your piece of jewelry.
As soon as your piece of jewelry is on its way, you will receive a shipping confirmation with a tracking link. You can also find all information about shipping here in the FAQ.
*The seasonal production time applies, as indicated on the respective product page and in the FAQ. The production times of the respective pieces of jewelry are always up to date.
Can I swim & shower with my stilnest jewelry?
"It is generally advisable to remove all jewelry before showering and swimming so that it retains its shine for as long as possible. Your plated jewelry in particular should not come into contact with shower gels, soaps, shampoos, chlorine or salt water to ensure that it remains flawless for a long time. Our 14k solid gold designs are very robust and can come into contact with water.
If your plated jewelry does need to be cleaned, you should carefully remove any impurities with clear tap water."
What does Gold Vermeil mean?
"Gold Vermeil is a respected quality standard for premium jewelry without breaking the budget. The core consists of sterling silver plated with a thick layer of real fine gold - at stilnest with 24-carat gold (999) and at least 2.5-3 micrometers thick. Gold vermeil plating is not only more valuable and costly to produce, it is also much more durable and can be renewed.
In contrast, gold-plated jewelry often has a much thinner layer of gold over a base metal such as brass. This thin layer can wear away more quickly and a repair is hardly economically viable - at least from a material point of view. The gold used for gold vermeil plating is recycled, e.g. from precious metal recycling and was processed in Belgium. "
What does 14-carat solid gold mean?
For many of our designs, we additionally or exclusively offer production in 14-carat real gold (585 gold). Real gold is a popular and very valuable material, especially for pieces of jewelry that are intended to last a lifetime or perhaps be inherited. It can easily come into contact with water and will not lose its shine for decades with regular care.
What does fairtrade gold mean?
The Fair Bands collection is made with 14-carat Fairtrade gold from certified mines in southern Peru and diamonds from conflict-free sources. Together with a Hamburg-based manufacturer and Fairtrade, we want to help make gold mining safer, fairer and more sustainable. All pieces of jewelry are made to order and shipped directly from the goldsmiths. Every gram of gold is transparently tracked from the mine to our customers. We manufacture our 14-karat Fairtrade gold designs (585 gold) in an alloy of 58.5% Fairtrade-certified fine gold and 41.5% copper and recycled silver, which are sourced from RJC-certified suppliers.
Where do you get your gemstones and crystals from?
Our fairly sourced gemstones come from a trusted family business in southern Germany and are cut partly there and partly in a German company in Sri Lanka. We value transparency and therefore only work with partners who have established a sustainable, socially responsible and traceable supply chain that supports local communities.
SHIPMENT
Do you ship to...?
Most probably yes! With very few exceptions, we ship anywhere in the world. You can enter your address in the checkout as usual and get all further information there.
What are the shipping costs?
Shipments within Germany are free of shipping costs from EUR 100.00.
International shipments are free of shipping costs from EUR 250.00.
Shipments within the EU with a value of less than EUR 150.00 can also be sent with the respective national postal company.
We only use DHL Express for express shipments. Our fair trade items are shipped exclusively with UPS. The corresponding shipping costs will be displayed in the checkout.
How long does shipping take?
Standard shipping within Germany takes approx. 2-4 working days, to Austria it takes approx. 3-4 working days and to the UK approx. 4-6 working days. Delivery to the USA and Australia takes around 8 working days and to all other countries up to 3 weeks - if everything goes well and there are no transport delays.
You also have the option to choose express delivery for many countries (via DHL Express) and this takes 2-4 working days worldwide.
Although we do our best, we can never guarantee the minimum shipping time. Please also keep in mind that the production time for jewelry pieces can take 12-18 working days* in addition to the shipping time.
How can i track my shipment?
With the tracking link that we have sent to the email address you used to place the order! Our shipping partners within Germany are DHL, for Austria Austrian Post and internationally Deutsche Post or the national postal shipping company. Orders from the UK can be tracked on Royal Mail and Swiss orders via Die Post.
Do you offer express shipment?
Yes, we offer shipping with DHL Express. However, please note: Express shipping will only shorten the shipping time, not the production time! Express shipping usually takes approx. 2-4 working days worldwide.
Do I have to pay tax or duty?
It depends. Orders within the EU are tax-free. We deliver DHL Express shipments DDP (Delivery Duties Paid). This means that we take care of customs clearance and pay the import sales tax and you do not incur any additional costs on delivery. This means that orders to Switzerland via DHL Express are also exempt from customs duties. For orders to the USA (with an order value of over 1000 USD) and Canada (depending on the country), taxes and a processing fee may be charged by the post office. For standard shipping, the local shipping service will calculate the import tax and charge it to you upon delivery.
RETURNS & EXCHANGES
Can I return my order?
Yes, you have a 14-day right of return for every order. We provide German and Austrian orders with a free DHL returns label, international customers must pay for the return shipment themselves. As we are currently revising our returns portal, please send us a message with your return request to care@stilnest.com and specify the product(s) you would like to return. Please note that this may currently result in longer response times. Personalized jewelry and jewelry with individual engraving cannot be returned. The same applies to jewelry that has been damaged, soiled or demonstrably worn. If you are not sure - ask us! We will find a solution.
Can I exchange a product?
Yes, this is usually possible! As we are currently revising our returns portal, please send us a message with your exchange request to care@stilnest.com and tell us your order number and the product(s) you would like to exchange. Please note that there may currently be longer response times.
What can I do if I received a wrong/defective product?
We are very sorry - this should not have happened! Please take a photo of the piece of jewelry/the defect and write to us via care@stilnest.com or via Whatsapp so that we can check your request immediately. We will find a solution..
Do you offer repairs?
Yes, you can have your stilnest piece of jewelry repaired by us! We believe in long-lasting quality - and that repairing is better than buying new. We manufacture your design from the precious raw materials of our earth. How sad would it be if something that has been around for billions of years went to waste? The repair is free of charge for the first 365 days after your order. After that, we will offer you a chargeable repair. The repair costs are far below the new price. If you would like to send in your stilnest piece of jewelry for repair, please send us a short message with the order number and pictures of the defect to care@stilnest.com.
SIZING
How do I find out my ring size?
You can easily find out your ring size using our size chart, which you can find here. There you will also find an overview of our necklace and bracelet lengths. We also offer a ring sizer that shows you your ring size. You can find the ring sizer here.
