Got a question?
Need help? Our FAQs might have the answer. If not, feel free to reach out via our contact form or DM us on Instagram/TikTok @nacreajwly.
Shipping & Delivery
How long does shipping take?
Shipping usually takes 2-4 business days. Orders are processed and shipped within 24 hours.
How do you ship?
We ship with DHL and Deutsche Post and provide tracking for all orders.
Can I track my order?
Yes! As soon as your order has been shipped, you will receive an email with your tracking number.
What are the shipping costs?
Standard shipping is free on orders over €30. For orders below this amount, the shipping fee depends on the shipping method you choose.
Returns & Exchanges
Can I return or exchange my order?
Yes! You can return or exchange your order within 14 days, provided the items are unworn and in their original packaging.
How do I return my order?
- Simply reach out to us via our contact form or on Instagram.
- We will send you a return label (if applicable).
- Once you’ve sent the product back and we’ve received it, we will issue a refund or process your exchange.
Do I have to pay for return shipping?
No. We cover the return shipping costs within the 14-day return period.
When will I receive my refund?
Once we have received and inspected your return, the refund typically takes about 3-7 business days.
Material & Care
What materials is your jewelry made of?
It varies by product. For more details, simply check the description of the specific item you're interested in.
Does the jewelry tarnish or stain skin?
No. We use only high-quality alloys and special gold plating to ensure there is no staining or discoloration.
Is the jewelry waterproof?
Yes! Our products are generally water-resistant and keep their shine. However, we recommend drying them after contact with water to maintain their quality.
Does the jewelry tarnish over time?
Our pieces feature a high-quality coating. To maximize their lifespan, you should protect them from chemicals such as perfumes and lotions.
How do I properly care for my jewelry?
Clean it with asoft clothand avoid contact with perfumes or chemicals to preserve its brilliant shine.
Payments & Orders
Which payment methods do you accept?
We accept: PayPal, Visa, Mastercard, American Express, Maestro, Klarna, Sofort,and SEPA.
Can I change or cancel my order?
If your order hasn’t been shipped yet, you can change or cancel it. Please contact us as soon as possible via email or Instagram.
How do I receive my invoice?
Once your order is complete, you will receive an order confirmation via email, which also includes your invoice.
Collaborations & Social Media
How can I collaborate with you?
We love working with micro-influencers! Just send us a message on Instagram @nacreajwly or reach out via email with your proposal. We can’t wait to hear from you!