Shipping & Returns

All Carolin Dieler jewels are hand made in Cologne, Germany. Most pieces are made to order so please leave up to 3 weeks for your piece to be created as I make it especially for you. If you’re in a rush, don’t worry, just email info@carolindieler.com and we will see what we can do. All packages will be dispatched via Deutsche Post AG with a track & trace code so that you receive your jewelry as safely and quickly as possible. Local shipping (Germany) will be charged with 7,90€. For all orders made within the European Union a flat shipping rate of 18.00€ will apply. A rate of 38.00€ applies to all International orders. Please note we can’t be held responsible for any delays, damage or loss once the package has left my studio and is transferred to our carrier.

*Due to the Covid-19 global situation note that shipping might be disrupted*

CUSTOMS, DUTIES & TAXES

The customer is responsible for assuring that the product can be lawfully imported to the destination country. Please note that your order is not inclusive any taxes, duties or charges that may be applied when your package reaches your country. Please make yourself aware of any charges that may apply before purchasing your jewels. Special or express shipping methods can be applied, contact info@carolindieler.com for inquiries.

ERROR IN DELIVERY

If Carolin Dieler delivers an article different from the one ordered, or if the article is damaged or defective, the customer must notify Carolin Dieler of this within 24hours of receiving the article. Carolin Dieler shall reimburse the purchase price. Any damage that occurred during shipping will not be under Carolin Dieler’s responsibility. The customer is responsible for providing the right address during check out at www.carolindieler.bigcartel.com. In case of wrong address due to the customers fault and the package is returned to Carolin Dieler additional shipping costs will be for the customers account.

RETURNS + EXCHANGE

Contrary to Article 5 of the MITEX general Terms and Conditions the costumer is entitled to exchange any article for store-credit or a substitute article from www.carolindieler.bigcartel.com, within fourteen (14) days of its delivery. No refund will be made in respect of articles returned to Carolin Dieler. The item must be returned to me unworn, in perfect condition and in it’ s original packaging in order for me to process the return. After these 14 days I am not able to take back any jewelry. I am unable to accept returns on custom jewelry and solid gold jewelry.

Carolin Dieler is entitled to refuse to accept a returned article or to send it back to the customer if the article appears to have been used, no longer carries the original labels, or reveals damage caused by the customer, or if the customer does not comply with the instructions for returning the article given by Carolin Dieler.

Please email info@carolindieler.com with your request, we will then advise on how to proceed. Returns must be postmarked within 14 days of the date your item was delivered and the returnee is responsible for any additional shipping charges and custom fees and we strongly recommend that you send your order back to us by insured and tracked delivery.

Please note that we do not accept liability for shipping loss or damage of returned goods. Carolin Dieler will only cover shipping costs incurred in returning the product(s) if the return is a result of our error.

If for any reason Carolin Dieler does not dispatch within thirty (30) days without further communication, the customer is entitled to a full refund, without any charge. We cannot refund international duties and taxes.

For more information on reclaiming international duties and taxes, please contact your local customs bureau.

REPAIRS

I will repair or replace faulty items free of charge within 21 days of purchase. Please contact info@carolindieler.com and include in the email your name, order number and a picture of the damage.

If the item has been damaged by the customer there will be a charge for this service. Please contact info@carolindieler.com and we will give a quotation regarding the repair costs. We reserve the right to deny unreasonable repairs.

CANCEL

Carolin Dieler can cancel any orders and shipping in case of partial payment or failure. And can refuse accepting orders and/or shipping from customers with payment difficulty history.