FAQs

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.

Digitale Geschenkkarte
Druckbare Geschenkkarte

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?

Our jewelry is made in selected goldsmiths in Germany and recently also in our own manufactory in Bali. On each product page you will find out exactly which manufactory your piece of jewelry comes from.

Is there a qualitative difference between the individual manufactories?

No. All goldsmiths and manufactories, as well as our own manufactory in Bali, combine precise goldsmithing with modern standards of durability, sustainability and quality. We only use ethical precious metals, rely on long-lasting vermeil plating made from recycled fine gold for all designs and set real stones and diamonds whose origin we can trace.

Why has stilnest recently started manufacturing in Bali?

Having our own manufactory in Bali will enable us to expand our range in the future and shape our long-term growth. It has always been important to us that the manufacturing of our designs is transparent and sustainable. So far, we have only been able to achieve this with a local manufacturing network in Germany - and have therefore deliberately refrained from outsourcing production abroad. With our own manufactory in Bali, we now have both opportunities for further growth and transparency about how and under what conditions our jewelry designs are manufactured.

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 return label for this purpose, international orders must pay for the return shipment themselves.
Under this link you can create your return label or register an exchange. Please note, however, that personalized items and jewelry with individual engraving cannot be returned. If you are not sure, please send us a message tocare@stilnest.com.

Can I exchange a product?

Can I exchange a product? Yes, exchanges are possible within 14 days after shipment. You can initiate the exchange yourself via the Returns Portal at the bottom of our website. Simply enter your order number and email address to request an exchange.

However, please note: The system may not support certain exchanges, such as swapping a necklace for a pendant, due to price differences or product type. In such cases, contact us directly atcare@stilnest.com for manual processing..

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.

FREE SHIPPING OVER €100

For German delivery addresses.

EASY RETURNS & EXCHANGES

Returns and exchanges in just a few clicks.

REPAIR SERVICE

Our repair service brings your jewelry back to life!

REAL TALK!

LEARN MORE ABOUT OUR:

PRODUKTION

PFLEGE

YOUR OPINION MEANS A LOT TO US

SOME LOVE NOTES

Sarah

ENDLICH VERANTWORTUNGSVOLLER SCHMUCK!

Ein Unternehmen, dass Nachhaltigkeit und faire Fertigung ernst nimmt. Tolle Designs und unglaublich gute Qualität!

Elisabeth

WUNDERSCHÖNES GESCHENK

Bezaubernd filigranes Schmuckstück mit Gravur. Das Warten hat sich gelohnt! Sehr zu empfehlen. Super Kundenservice.

Rolanda

TOLLER ANHÄNGER

Der Anhänger sieht super hochwertig und wunderschön aus. Auch der Kontakt mit dem Kundenservice ging schnell und unkompliziert.

Lina

HAPPY WIE IMMER

Der Ohrschmuck ist wirklich wunderschön, elegant und auf dezente Art etwas ganz besonderes. Typisch stilnest eben, ich liebe es.

Robin

TOLLER SCHMUCK

Ein toller Ring, schön gefertigt und mit wundervoller Eleganz.

Alex

HERZLICHER SERVICE UND TOLLE PRODUKTE

Sehr tolle, hochwertige Produkte mit einem sehr herzlichen, transparenten Service. Gerne wieder!

Christa

TOLLES DESIGN

Tolles Design, gute Qualität, netter Kundenservice.

Heidrun

WUNDERBARE QUALITÄT

Wunderbare hohe Qualität, man merkt die Expertise.

Roberta

RUNDUM ZUFRIEDEN

Ich war sowohl mit dem Kundenservice und der Lieferzeit als auch mit dem Produckt an sich sehr zufrieden, und bin von dem Konzept der Marke überzeugt.

Annett

ABSOLUT WUNDERBAR

Der Schmuck ist absolut wunderbar. Er ist wunderschön verarbeitet und verleiht jedem Outfit eine elegante Note.

Farina

ALLES SUPER

Alles in Ordnung vom Bestellvorgang bis zur Lieferung.

Géraldine

TOLLER REPARATURSERVICE

Einfacher Rückversand, nach der Reparatur wie neu.

Martina

SCHÖNER SCHMUCK

Sehr schöner Ring! Freundlicher Kundenservice und pünktliche Lieferung.

Timo

TOLLE GESCHENKIDEE

Alles super. Schönes Geschenk. Tolle Kette, meine Frau trägt sie regelmäßig.

Julia

ALLES SUPER

So schön, kaufe nur noch bei Stilnest ein. Macht weiter so.

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