FAQ
Questions about stones, materials, shipping or returns? Here are the answers. If something is missing, write to us.
Orders
Yes, as long as the necklace has not shipped yet. Write to us as soon as possible with your order number, and we will change the length, color or address.
Every necklace comes in a black box with a card and a polishing cloth, so you can give it as a gift right away.
That only happens if a payment does not go through or a stone really is no longer available. Either way, you will get a message from us.
Yes. Everything from one order ships in one package as soon as the last piece is finished. Even with several necklaces, making them rarely takes longer than 3 business days.
Send us a photo with your order number, and we will replace or repair the piece. We take care of it before you have to send anything back.
Shipping and returns
We ship worldwide. Germany €4.95, free on orders of €150 or more. Europe €6.95, free on orders of €170 or more. USA €35. All other countries €10.
Carola makes your necklace in 2 to 3 business days, then it ships with DHL and a tracking number. As soon as the package is on its way, you will get an email with tracking.
Once shipped, your necklace usually arrives within 1 to 3 business days in Germany, 2 to 5 in the EU, 2 to 3 in the UK and Norway, 3 to 5 in Switzerland and 4 to 7 business days overseas.
Yes, you have a 14-day right of withdrawal from the day you receive it. Write to us or click “Withdraw from contract” in the footer. Returns go to Carola's studio in Oberhausen, and you cover the return shipping costs.
As soon as the necklace has arrived back with us, and no later than 14 days after your withdrawal, through the same payment method you used.
For deliveries to Switzerland and other countries outside the EU, import taxes and customs fees may apply. You pay them to the carrier on delivery; we do not handle customs clearance. Please check with your customs office beforehand.
Stones and materials
Yes. Every stone is a natural stone, not glass and not an imitation. If a stone has been treated, for example aquamarine with heat or turquoise by stabilization, the product page says so openly.
From different regions of the world known for their minerals. Each product page says where that stone comes from.
Almost. Every natural stone has its own shades and inclusions, so no two pendants are alike. Size, shape and overall color match the photo.
After wearing, give it a quick wipe with the polishing cloth and store it dry. It is best to avoid perfume, lotions, salt water and chlorinated water. Silver tarnishes over time, and the cloth polishes it back to a shine.
Slightly, yes. Natural stones vary in color, texture and transparency, and screens show colors differently. The overall color is always right.
Many stones are traditionally given meanings, for example aquamarine as the stone of sailors. These are traditions, not proven effects. We sell jewelry, not remedies.
A birthstone is the most personal choice: the chart in the Signature collection shows you the right necklace for every month. Popular picks are amethyst, rose quartz, rock crystal and aquamarine.
Yes. Carola checks every stone for color and clarity before she strings it, and checks every finished necklace once more before it goes into the box.
A thick layer of 14 karat gold that is firmly bonded to the core. Unlike thin gold plating, it does not wear off after a few months but keeps its warm tone for years. The silver versions are made of 925 sterling silver.
45 cm (17.7 in) is the standard length and sits just below the collarbone. 40 cm (15.7 in) sits a little higher on the neck and is great for layering with a longer necklace. You will find a guide to measuring in the Journal.
