ORDERS & PAYMENT

How do I place an order?

To place an order, please select the desired item(s), choose their size, color and quantity and add them to your shopping cart. Once your selection is complete, you may go to checkout and follow the instructions to complete your order. Choose your preferred mode of payment and place the order with just one click. We will send you an automated order confirmation via email once your order has been successfully placed.

How can I pay for my order?

You may choose your preferred payment mode on the checkout page.

Please select iBanking if you wish to transfer the amount using your Internet banking platform. Alternatively, you may conveniently process the payment through PayPal, which gives you the opportunity to make transactions quickly and securely, using your credit or debit card without the need to register an account with PayPal.

What should I do when my payment has been declined?

1)    Please check the card details you entered, such as the expiry date or the billing address are correct.

2)    Make sure you entered the correct security code (usually a three digit number on the back of your card).

3)    If the above information is complete and correct, you should contact your bank as they may have declined the transaction.

4)    If you have checked all of the above, we suggest you choose another card to pay with.

Can I change my order once I placed it?

Your order is handled immediately after you place it and therefor it is not possible to change the order after it is confirmed.

Can I cancel my order? 

Your order is handled immediately after you place it and therefor it is not possible to cancel the order after it is confirmed.

SHIPPING & DELIVERY

Can I change the billing/shipping address after placing the order?

Your order is handled immediately after you place it and therefor it is not possible to change the billing/shipping address once the order is confirmed.

How long does the shipping usually take?

Shipping within Germany via DHL usually takes 1-3 business days. International shipping may take up to 14 working days, depending on the country of delivery.

What does the shipping cost?

Shipping within Germany is free of charge with no minimum cart value. We charge a flat EUR 10 for international shipments below EUR 500. For international orders in excess of EUR 500 Marie Schoenbach pays the shipping for you.

Am I eligible for free shipping?

Deliveries within Germany are free of charge. Our international customers will enjoy free shipping on orders with a minimum spend of EUR 500.

How can I track my order?

When you place an order and it is dispatched, you will receive an email with a tracking number. Please use the tracking number to locate your parcel following the instructions that come with the same email. Please note that it may take up to 24 hours after you received the tracking information until you can check on the delivery status.

Do I need to be present on the day of delivery?

Parcels can be accepted and signed by anyone at the delivery address. If no one is present to accept the parcel, in some cases the courier may contact you to ask whether they shall leave the package outside the delivery address or with a neighbor. Sometimes there are more than one delivery attempts. Otherwise you need to pick up the parcel at your nearest postal office.

RETURNS & EXCHANGES

Can I exchange or return my Marie Schoenbach jewelry?

We will accept the return of most unused and unworn merchandise in its original and undamaged packaging within 14* days of the delivery date. Upon receipt of the returned merchandise, we will issue you a store credit to be used for future purchases on www.schoenbach-jewelry.com.

Please note that we do not offer free return shipping, therefor customers are responsible for return shipping fees, duties and taxes. You are welcome to use the shipping method of your choice. Please note we are not to be held responsible for lost return packages, and recommend you insure and track your packages. Please include the original invoice and address all returns to:

Marie Schoenbach

Overbeckstr. 2

22085 Hamburg

Germany

*Christmas Holiday Return Policy: All qualifying orders placed between November 15, and December 23 can be returned through January 15 the following year.

Refunds

Please be informed that refunds can only be done by issuance of vouchers for future purchases on www.schoenbach-jewelry.com. You will receive an email notification from Marie Schoenbach when we receive and process your return. Please allow 20 business days for your return to be processed.

WARRANTY & REPAIRS

Does Marie Schoenbach jewelry have a warranty / guarantee?

No, we currently offer no waranty / guarantee for our jewelry.

Can my Marie Schoenbach jewelry be repaired?

Currently Schoenbach Jewelry does not offer a repair service.

What if I receive my jewelry with a defect?

If, at the time of sale, a defect is discovered, Marie Schoenbach will repair or replace the defective good within a reasonable time and without significant inconvenience for the customer. Please contact: sales@schoenbach-jewelry.com.