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Service
30-day right of return for all orders, no reason required. Including one-of-a-kind minerals. Within Germany, for an order value over 100 euros we cover the return shipping costs.
01
A short email to service@welt-der-kristalle.de with your order number and which piece is being returned. We reply on the same working day with the next steps.
02
Return the item in its original packaging. If the natural wood wool and the double-wall box are still there, the return is safest. For large pieces, we arrange the freight collection with you.
03
You will receive the shipping address with the confirmation email. After receipt and a brief inspection of the goods we refund within 5 working days via the original payment method.
A piece broken on delivery is not a return but an insurance matter. Send us a photo of the packaging and the piece, then we settle the claim directly with the transport insurer. You have nothing to deal with. A replacement or refund follows promptly. Please get in touch within 48 hours of receipt.
Frequently asked questions about returns
30 days from receipt of the shipment. Within this period you may return items without giving any reason. The period begins on the day the shipment arrives with you.
For orders over 100 euros within Germany we reimburse the return shipping costs against a receipt. Below that, the customer bears the costs. For freight shipping (large pieces) we arrange the return individually with you.
Yes. Unlike personalised jewellery, the same 30-day right of return applies to our one-of-a-kind minerals. The prerequisite is the undamaged original packaging. Atelier pieces from the ultra-exclusive range have their own, personally arranged return process.
After receipt and inspection of the goods we refund within 5 working days via the original payment method. For prepayment orders, please provide your IBAN in the return form, then the refund goes through directly.
In the case of breakage or damage during shipping it is not a return but an insurance matter. Send us a photo of the packaging and the piece within 48 hours. We settle the claim with the transport insurer and arrange a replacement or refund.
A short email or a call makes it easier for us to match it. It is not required, but it speeds up processing. For large pieces, registration is mandatory because we have to coordinate the return by freight.
