FAQs
Our goal is to create a pleasant and trusting environment for our customers. To place an order please follow these simple steps:
Search for your dream piece of jewelry on our website.
Click on the image to get more information about the product and to see additional images that illustrate the details of each product.
Add the jewelry to your shopping cart by clicking the “Add to Cart” button next to the selected item.
Proceed to checkout to complete your purchase and make payment (all orders are paid in EUR via the chosen payment method).
You will receive an email confirmation of receipt of your order once it has been processed.
We are aware that some of our customers would like to have personal contact with us before making a purchase. You can therefore contact us at any time by telephone or email.
If you are in the Frankfurt area, you are also welcome to visit our main store DENNIS JUWELEN, which you will find in the heart of the city. We are proud of our physical store presence and therefore welcome any direct contact by either visiting us in store or calling us on +49 (0) 69 292815.
You can also contact us by email: info@dennisjuwelen.com
We offer the following payment methods:
PayPal
VISA
MasterCard
American Express
Apple Pay
Google Pay
Amazon Pay
IMMEDIATELY
We consider trust to be the most important aspect of the relationship with our customers. We therefore offer all customers the opportunity to return a product.
We ask that all goods are returned within 7 days of receipt - returns received outside of this time frame will be accepted at our discretion.
Dennis Juwelen cannot accept returns of items that have been worn, altered in any way or are not in their original packaging. We therefore advise all customers to thoroughly inspect their purchase upon delivery before discarding the original packaging.
Due to the complexity of production, custom-made or specially made items cannot be exchanged or returned under any circumstances.
- Call +49 (0) 69 292815 or email info@dennisjuwelen.com within 7 working days of receiving your item and ask for confirmation of your intention to return/exchange a product.
- All returns for a specific order must be returned immediately.
- All items must arrive with the original packaging, be unworn, unaltered and in their original condition.
- You are responsible for arranging for the items to be returned to us and paying any costs incurred. We strongly recommend that you use an internationally recognized and trustworthy delivery service to return your items to us as we are not responsible for items that do not reach us. Please ensure that you clearly state on the paperwork that the item is being returned and send it to: Dennis Juwelen, Große Bockenheimer Straße 15, 60313 Frankfurt am Main, Germany. You are responsible for the costs of returning your jewelry.
- Your purchase details should be included in your return package. Please place the item in the original packaging and seal it well.
- Once we receive the item(s), we will inspect the product for signs of use or alteration. If we determine that the product is suitable for return, we will refund you to the payment method you used. Please note that shipping costs are non-refundable.
We strive for the highest quality of all our products. If you still receive a defective product, please follow the steps below.
- Contact us immediately and inform us of the defect in the product and your intention to return the goods.
- Then follow the standard returns process as described above.
- Defective items will only be accepted if the goods were delivered to the customer damaged or if a subsequent manufacturing defect occurs within 6 months of delivery. All items returned as faulty will be inspected and any item found to have damage deemed to be the result of normal wear and tear will not be accepted as faulty.
- Where possible, items may be repaired upon request, but only if such items are deemed faulty and repairable. There is no guarantee for repairs.
- We may be able to repair items that are worn out. A fee is charged for this service.
Refunds will be made within 30 days from the date of cancellation notice. The cost of all unaltered and unworn products properly returned will be credited to the buyer's original method of payment, excluding shipping costs. International customs duties and sales taxes are not refundable for shipments outside the EU.
Yes. If you would like to exchange your purchase for another item, please contact us at info@dennisjuwelen.com or call us at +49 (0) 69 292815.
Exchange items can only be sent after the returned goods have been received and subjected to quality control.