SHIPPING & RETURN
Receiving your jewel
SHIPPING
Lead time
All jewellery is handmade to order and is going to be manufactured with care before shipping. Please make sure to choose your size and item correctly, so we can make the piece you wish for.
Please allow 6-8 weeks lead time. The exact shipping dates cannot be forecasted during the ordering process, it depends on our production capacity. However, we always do our best to get your order to you as soon as possible. Please contact us if you have an urgent request, we will take your request into account where possible.
Once your order is on its way, we will email you with the delivery information and the tracking number.
Shipping costs
The delivery time and cost depend on the destination country. Shipping costs will be added during the checkout process.
Standard Shipping within Germany
- UPS Standard €7,00
- Free of shipping costs from an order value of €350
- Estimated delivery time 2-3 business days
- Please note that estimate delivery times are in addition to the producing lead time of 6-8 weeks.
Standard Shipping to Austria, Belgium, Luxembourg, Netherlands
- UPS Standard €12
- Free of shipping costs from an order value of €700
- Estimated delivery time 2-4 business days
- Please note that estimate delivery times are in addition to the producing lead time of 6-8 weeks.
Standard Shipping to rest of the EU (islands excluded)
- UPS Standard €16
- Free of shipping costs from an order value of €700
- Estimated delivery time 3-8 business days
- Please note that estimate delivery times are in addition to the producing lead time of 6-8 weeks.
Shipping outside EU
Please contact us in case you would like to place an order outside of the EU.
International Orders/ Duties and Taxes
Please note that when you are ordering from outside the EU that additional import costs may be added to international shipments.
You will be responsible for paying any fees required to receive the parcel because we are delivering on a DDU basis (Delivery Duty Unpaid). Customs, duties and taxes will be charged directly by the customs. We are not able to predict the amount of cost nor are responsible for them. Please contact your local customs office for more information.
In the case of a parcel being returned to us due to unpaid taxes, duties or other fees, the refund will not include the shipping and return costs.
RETURN POLICY
We want you to be happy with your jewellery so if you would like to return your order you have 14 days after receiving your jewellery to request a return.
We only accept returns of pieces in new and unworn condition. They must be in the original packaging and undamaged
Unfortunately, we cannot accept returns of gift cards.
How to return
1. Contact us at info@alessajoosten.com with your order number, the name of the item and the reason for your return. You can make use of the Withdrawal form / Widerrufsformular
Pieces sent back to us without first requesting a return will not be accepted.
2. When your return is accepted, we will send you instructions on how and where to send your parcel.
Return shipping costs
We do not provide a return label. In the event of return, you are responsible for the return shipping costs. Please note that additional duties and taxes on international shipments are non-refundable.
We highly recommend you to use robust packaging, a shipping method including a tracking number and insurance to the full value of your order, as return shipping is at your own risk. We are not responsible for any lost or damaged pieces in transit.
You are responsible for all shipping costs associated with return parcels due to failed delivery, such as an unpaid duty or an incorrect shipping address.
Shipping costs will not be refunded for uncollected items.
Refunds
Once we have received and inspected your return, you will receive an Email from us. If the return has been approved, you will be automatically refunded on your original payment method within 14 days. It can take some time for your bank or credit card company to process and post the refund.
You will receive a confirmation email upon competition of return.
Damages and issues
Our jewellery is made by hand and with the dedication to make high-quality pieces. Even then, you may receive a damaged piece.
Please make sure to check your order once you receive it. If the jewellery you received is damaged, defect or faulty upon arrival or if you received the wrong item, please send us a notification immediately after delivery. Include your order number, a clear description of the issue and a photo of the broken piece to info@alessajoosten.com. We will provide a return label and a replacement or a full refund including shipping costs within 14 days.
Wear and tear and improper use are not considered for reclamation reasons. Please read our guidelines about how to take CARE of your jewellery to enjoy your piece for a long time.
Repair Service
We are appreciating a culture of repairing, therefore we are offering a repair service; in case your piece gets broken over time, you can contact us, and we will check individually if a repair is possible. The price of the repair is depending on the issue.
Only damages caused by a manufacturing default or material defect are covered by our two-year warranty.
Exchanges
Please note that we make our jewellery to order, so we need time to produce the new order. The fastest way to exchange to a different piece or size is to return the original piece and place a new order once the return is accepted.
You can always contact us for any return question at info[@]alessajoosten.com.