How to buy from us: How long does it take to prepare my order? We try to have most of the products on display in the shop and also in the shop where we pack the orders. We usually pack the order as soon as payment is received and then send it off to the post department. If a piece of jewellery needs to be made because we have just sold out, or it is a personalised piece, we put it back into production immediately after payment is received in the case of online payment and it takes about 2 working days to process for despatch. Which method of payment should I choose: You can choose to pay online by credit card. What are the transport options: We send our jewellery only via the Zásilkovna company. You can choose to have it delivered to the delivery point of the parcel service or to your address, which will also be arranged by the parcel service by a courier. If you are from Prague, you can also choose to have your jewellery picked up in person at our shop at Myslíkova 9. How do I get my jewellery wrapped? We pack most of our jewellery - necklaces, bracelets, earrings and rings - in jewellery boxes. Cord bracelets are always packed on a card and wrapped in a cellophane foil. Jewellery that we pack in a box is always packed separately in boxes, so if you have more than one item in your order, each will have its own box. If there are pieces in the order that are from the same collection and form a set, we will automatically pack them in one larger box as a set. The jewellery is then packed in a bubble envelope, orders with more boxes are packed in recycled boxes and shipped. How long does delivery take from the time of dispatch? Orders leave the distribution centre at 9am and are usually delivered within 2 days. If the order is delivered to a home address, the delivery time will depend on the current capabilities of the carrier. What if my jewellery doesn't fit – the necklace or bracelet is too long or too short? If the jewellery doesn't fit and you need the length adjusted, no worries, you can send it back to us (again by post) and we will adjust the length. Can I return or exchange the jewellery? Yes, within 14 days of purchase you have the right to return the jewellery. Please return the jewellery to the point of Zásilkovna along with the returns form. How can I return the goods? If you are within the statutory return period, you can return the unworn and undamaged goods by packing them in the box you received them in, in a bubble wrap or in a carton and handing them in at one of return points of Zásilkovna. Simply write our return code 93720334 on the package or dictate it at the return point. For more information, please have a look at our terms and conditions. When can I expect a refund for returned goods? Once we have collected the returned goods and checked that they are not damaged in any way, we will refund the amount of the goods to your bank account using the attached form, which can be found in the Terms and Conditions. It may take up to 14 days to collect, check and reimburse. How can I make a complaint? If something has happened to your favourite piece of jewellery, please feel free to contact me. Please treat your jewellery with love and care - you can read more about how to take care of your jewellery on our blog. It will take up to 30 days from the date of receipt of your claim for the claim to be processed. Remember that claims do not cover normal wear and tear of the jewellery, mechanical damage such as broken chains or cords, broken stones or pearls, or normal oxidation of the metal. My favourite piece of jewellery has been damaged. However, I have a relationship with it and don't want to give it up. What can I do? You often have your jewellery as a talisman. I understand that and I am very happy about it. But sometimes a bracelet, or jewellery in general, runs out or an accident happens. If it is in my power, I will be happy to repair any jewellery from my shop that has been damaged in any way. To discuss this and make arrangements, please call me. How can I order personalised jewellery? If you are ordering an item that can be engraved, please select the engraving option and make sure that you specify what you want engraved on the medallion in your note to the seller before completing your order.