FAQ

Order

What happens if I have entered incorrect information?

If you have made a mistake and provided incorrect information, such as a wrong email address, wrong address, etc., we ask you to contact us immediately.

Please note that we cannot guarantee the changes in time. Therefore, it is important to contact us immediately. Any additional costs will be charged to the customer.

Can I make a change to mine after purchase?

Unfortunately, we cannot accept any changes after purchase as our products are specific and custom made.

If necessary, contact customer service immediately to cancel the order. After successful cancellation, a new order can be placed with the correct products. Note, however, that we cannot guarantee a timely cancellation.

Can I cancel my purchase?

If you wish to cancel your purchase before the order has been processed, contact customer service immediately. Please note that we cannot guarantee a cancellation.

How do I track my shipment?

You will receive an email with a tracking link as soon as your order leaves our warehouse. It's best to check your spam folder as well in case you can't find the email.

I have not received an order confirmation?

If you ordered from us but did not receive an order confirmation, it may be because the email address you provided was incorrect. Contact our customer service by clicking here. There you can ask if we have recorded an order for you. We can correct your email address and send you your order confirmation. It is also possible that the order was not processed. Contact us before placing a new order to avoid duplicate orders.



Payment

On Moni-Jewelry.com we offer you the possibility to pay your order easily by credit card Master/Visa/American Express, Klarna, Ideal, Bancontact, Shop Pay, Apple Pay, or by Google Pay. Choose your preferred payment method at checkout when completing your order.



Delivery

How is the shipment done?

The products are shipped by German Post or DHL. Once your order is shipped, you will receive an email with a tracking link.

If you have not received a link by e-mail, please contact our customer service by clicking here.


How long does the delivery take?

Our delivery time is about 1-7 working days within Germany. To all other countries approx. 5- 14 working days, depending on the customs regulations of the destination country. Also an increased order volume or an extraordinary workload can lead to delays.

What are the shipping costs?

Shipping within Germany costs 4,90 € and is free of charge for orders over 40 €.

Shipping worldwide costs 13,90 €.


Returns/Complaints

Do I have a right of withdrawal?

The right of return or exchange does not apply to personalized orders, as these are made on special request.

Do I have to return a defective product that I received?

For the sake of the environment, we do not return defective/damaged items.

What do I do if I receive an incorrect or defective product?

If you have received a wrong or defective item, please contact our customer service. Please briefly describe the defect/damage and include a photo. We will contact you as soon as possible to discuss how to proceed. Please be sure to send the order number and your details.

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