Something is missing from my order. What can I do?Updated 6 days ago

1) First check: what exactly is missing?

A) A piece of jewelry or an item from the order is missing

Orders are sometimes sent in several parcels (for example when items come from different stock locations). In that case you may receive more than one shipping confirmation, or a second parcel follows separately.

Please check:

• whether you received a second shipping confirmation

• whether the packing slip or order confirmation lists all items in one parcel

B) An extra or accessory is missing (gift box, cards, additional option)

Extras such as the gift box may be listed as a separate line depending on the order.

Please check:

• whether the extra was actually selected and paid for in your order (order confirmation)

• whether it is ‘hidden’ in the parcel (for example in the filling material or inside the packaging)

C) Something is missing from a personalized order (engraving or upload)

If personalization is involved, we can also check whether something is still needed to finish the piece (for example an uploaded template).

Important: a missing engraving template usually causes a delay rather than something missing from the parcel — but we'll of course check that too.

2) So we can help you right away

Please send us:

• your order number

• what exactly is missing (item name, variant, quantity)

• a photo of the packing slip (if you have it)

• a photo of the parcel contents (everything that arrived, in one overview shot)

• helpful if you still have it: a photo of the shipping label on the parcel

Then we can check straight away whether:

• the item was shipped separately,

• something went wrong when packing,

• or we send you a replacement or another solution right away.