FAQ

PAYMENTS

What forms of payments do you accept?
We offer the payment methods listed below.

Credit Cards
Visa, Mastercard, American Express

PayPal
Shop easily online without having to enter your credit card details on the website. Your account will be charged once the order is completed. You don’t have a PayPal account yet? Just visit www.paypal.com

Klarna
Shop now, pay later. From the invoice date you usually have 14 days to pay your invoice. You pay only when you have received the goods. You shop relaxed, complete your order and check the products in peace at home. This option is only available for Germany.

Other
JUKSEREI offers several local payment methods for different countries. Explore all local payment options at checkout.

SHIPPING

What shipping methods do you offer?
All parcels are shipped with GLS with a tracking number. Optional: UPS Express – Receive your order the next day.

How do I track my order?
When your order has been dispatched, you will receive an automatic confirmation email. As soon as the courier scans your parcel, you will also receive the tracking number via email. Please note that it may take up to 24 hours from the time you received it before the link is active. We can’t be held liable for any delays with the shipping company or local customs.

Where do you ship from & do you ship to my country?
We ship directly from our office in Berlin to the following countries:

EUROPE
Germany, Luxembourg, Denmark, Austria, Belgium, Netherlands, Åland Islands, Albania, Andorra, Armenia, Belarus, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechoslovakia, Estonia, Faroe Islands, Finland, France, Georgia, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Vatican City, Hungary, Isle of Man, Italy, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, North Macedonia, Malta, Moldova, Monaco, Montenegro, Poland, Portugal, Réunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ireland

REST OF THE WORLD
Iceland, Norway, United States

Unfortunately, we are currently unable to deliver any orders to the UK.

Do you ship to a Postal Box?
Unfortunately, it is not possible at the moment. However, we are working to make this option available soon.

I never received my order?
You can always track your parcel via the email you received from the courier. If this does not help you please contact our customer service: onlineshop@jukserei.dk

When will my order be shipped?
All orders placed before 1pm (CEST) are usually shipped on the same day. Please note that orders are not shipped on weekends and holidays. In busy periods, your order will always be dispatched within 1-2 working days from the time you place it.

How long will my order take to arrive?
GERMANY
Estimated delivery time within Germany is 1-3 working days. Optional UPS Express: Receive your order the next day.

DENMARK, NETHERLANDS, BELGIUM, LUXEMBOURG & AUSTRIA
Estimated delivery time is 2-3 working days. Optional UPS Express: Receive your order the next day.

REST OF EUROPE
Estimated delivery time within Europe is 2-4 working days. Optional UPS Express: Receive your order the next day.

REST OF THE WORLD
Estimated delivery time is 3-10 working days.

How can I edit my shipping address?
Once a parcel is shipped, the address can’t be changed. If your parcel hasn’t been shipped yet, we can still edit your address. Please contact our customer service to do so: onlineshop@jukserei.dk

Will I be charged taxes and duties?
All product prices include tax. Only deliveries outside the EU are obliged to bear the customs duties and further costs incurred. If you have any questions, please contact your local customs office.

ORDERS

Can I change my order?
We can change your order, if your parcel hasn’t been shipped yet. Once a parcel is shipped, your order can’t be changed, only returned.

How can I cancel my order?
Please contact our customer service as soon as possible. We can cancel your order, if your parcel hasn’t been shipped yet. Once your parcel is shipped, your order unfortunately can’t be canceled, only returned.

I did not receive a confirmation email?
Once you place your order, you will receive an automatic confirmation email. Please also check your spam folder. When your order has been dispatched, you will receive a 2nd automatic email. If you still haven’t received a confirmation email please contact our customer service team: onlineshop@jukserei.dk

Can my order be gift wrapped?
All of our orders come nicely wrapped, ready to be gifted or loved by yourself. You can add a message to the comment section in the cart and we will hand write a postcard for you. You can also add a VELVET Box to your order to make it extra special.

Can I add a gift note to my order?
Yes, you can also include a postcard with a personal message with your order. Simply let us know in the comments section in the cart what to write on it.

Where do I enter my E-Gift Card code?
Simply type in your E-Gift Card or discount code in the box at the checkout.

For how long is my E-Gift Card code valid?
Your E-Gift Card is valid for 3 years from the date of issue.

How do I check the balance left in my E-Gift Card?
Get in contact with us, we will check that information and let you know: onlineshop@jukserei.dk

Can E-Gift Cards be refunded?
Our E-Gift Cards can only be redeemed in our online shop and can not be returned or exchanged for money.

I haven’t received my Gift Card or E-Gift Card. What can I do?
The JUKSEREI E-Gift Card will be sent to you immediately by email. The JUKSEREI Gift Card will be sent directly to the recipient or to your address. Please note the shipping conditions and order process.

If you still haven’t received any confirmation email please contact our customer service: onlineshop@jukserei.dk

There is an issue with my order (something broke etc.)
Please contact our customer service and include your order number and a photo. We are happy to help you out and find a proper solution: onlineshop@jukserei.dk

I forgot to add my discount code. Can I still apply it afterwards?
This can be different from case to case. Please contact our customer service for more information: onlineshop@jukserei.dk

Can I combine 2 discount codes?
Unfortunately, currently it is not possible to use 2 discount codes simultaneously in the checkout. Please contact our customer service for more information: onlineshop@jukserei.dk

RETURNS

How long after I received my product can I make a return?
We gladly accept returns on New Arrivals, Sale and Local Heroes items and offer you 14 days to return from the date you received the items. B-STOCK products are not eligible for return.

How do I return a product?
To return your item:

1. Please fill out the enclosed return-form you find in your order and enclose it in the shipment with a copy of the sales receipt. You can reuse the same box in which the jewelry was sent to you to return it.

2. All goods must be returned unused, in the original packaging and in the same condition as when received. Items showing signs of use will not be accepted.

3. Send the return package to:

JUKSEREI
Rudi-Dutschke-Str. 26
1. HH / 6. Stock
10969 Berlin
Germany

4. Always keep the postal receipt with a tracking number, proving that the jewelry has been returned.

5. Please note that the package must be sent directly to the address above as we are not able to pick up your package at a parcel shop. Thank you!

How long does it take to process a return?
As soon as we receive the returned items and approve the return, a full refund will be deposited to your bank account as soon as possible. If you purchased using a credit card, funds can only be transferred to the credit card used for the original purchase.

Will I have to pay for a return label?
Return shipping costs are at the customer's own expense. We offer no compensation for returned merchandise lost during shipping. Always keep the postal receipt with a tracking number, proving that the jewelry has been returned.

Can I exchange my items?
We only offer exchanges within the size or color of identical items. We don’t offer exchanges to different styles. To do so, please return the undesired product and shop for a new one.

PRODUCTS

What materials are used to produce your jewelry?
JUKSEREI jewelry is nickel, lead and cadmium free and made out of pure .925 sterling silver. Most of our pieces are up to +2 micron 24K gold and 18K rose gold plated. Our Good Luck Bracelets are made of 100% silk and 24K gold plated .925 sterling silver. Our Matti Bracelets are made of 24K gold plated brass and silver plated brass. Our Hair Clips are made of 24K gold plated brass and stainless steel.

Do you use recycled materials?
We strive to keep a zero waste cycle. This is why we use as much recycled sterling silver and gold as possible and we don’t throw away old packaging or printed material. We are working closely together with our producer to make our production process as sustainable and transparent as possible.

Where is your jewelry made?
Our carefully selected production is located mainly in Italy, where we produce the biggest part of our collections. Other pieces are handmade in Denmark. We have been working directly with our manufacturing partners since demand outpaced the ability of our founder and designer Chanette to hand make all the jewelry herself.

How should I take care of my jewelry?
These surface treatments will fade over time due to contact with water, clothes, hard surfaces, sweat, perfume, hairspray, air pollution, etc. And the pH value of your own skin can also affect the jewelry. It varies from person to person. For optimal preservation avoid contact with cleaning supplies, beauty products, soaps and water. We suggest removing your jewelry when washing your hands or showering.

We recommend storing your jewelry in a jewelry pouch or Jewelry Box. Avoid storing it in a humid room. If your jewelry should become dirty or dull, gently wipe it clean with a Jewelry Polishing Cloth.

How do I adjust the clasps of my earrings when they are too loose (or too tight)?
In general, we ensure that the clasps are set appropriately. However, it can happen that they are too loose or too tight. Don’t worry, they can easily be adjusted.

The shape of the clasp is like a metal clip that can easily be adjusted to tighten or loosen them. Take a little pair of pliers and push the loops of the clasps either together (to tighten them) or pull them apart (to make them looser).

What is the B-Stock Collection?
All jewelry deserves to shine: Our unique B-STOCK ARCHIVE features exclusive pieces with small beauty flaws from former (and nowadays non-available) collections. They did not make it through our high standard quality control due to one of the following reasons: tiny bubbles, small scratches, discoloration, imperfect weldings or uneven engravings.

What is the Local Heroes Collection?
The past few years have taught us how important it is to stick together and support each other. That’s why we got together with a group of Berliner labels who share the same sustainable values as us. Get to know their products and we hope you fall in love with them just like we did.

Can you repair my jewelry?
1. IF THE JEWELRY WAS PURCHASED FROM www.jukserei.com
If it is a production fault please write an email to our customer service onlineshop@jukserei.com. Please include your order number, description and photo of the damage. All repairs are subject to shipping charges. Always get in touch, before returning any broken items purchased in our online shop.
If the break is your own fault, you should bring it to your local goldsmith for repair. Everything can be fixed.

If you have a question about repairs, please let us know at onlineshop@jukserei.com.

2. IF THE JEWELRY WAS PURCHASED FROM A JUKSEREI RETAILER
Please contact the retailer from whom you originally purchased the piece. If they are unable to help you, please email onlineshop@jukserei.com and we will do our best to assist you. We reserve the right to decline unreasonable repairs, returns and exchanges.

Still have questions?
Email us: onlineshop@jukserei.dk
Or call us: +49 (0)30 484 773 01
We are available for call
Monday-Friday
from 09:30 AM – 5:00 PM