FAQ

Frequently asked questions

Ordering

I ordered the wrong item, what do I do?

No reason to worry! Send a message to the customer support team at support@stilnest.com. Cancellation of your order is possible unless the order already got dispatched. Refunds might take a few working days and are processed onto the same Credit Card or Paypal account used for purchase. After your order has been canceled you can reorder the correct item. Please note that cancellation of personalized jewelry, for example, jewelry that has been engraved is not possible.

I'm not sure if my order went through properly when I went through the checkout.

After you order you will receive an email with your order confirmation and details. This email contains your billing information and order ID. If you did not receive this, please check your spam folder. If the email is not there it is most likely that the transaction did not go through. Check your bank to see if any payment was made and contact support@stilnest.com.

What does pre-ordering mean?

If you are pre-ordering an item this means you will be amongst the first to receive it. The item has yet to be launched. The pre-order period is available for limited time only. Once the item/collection is launched we will start preparing your order.

 

Payment

Payment options

We accept Credit Cards and Paypal as payment methods. This way your order is processed securely and you are protected during your purchase. 

How does using a gift card/voucher code work?

You can use your gift card or voucher code during the final checkout step. Keep in mind that gift cards and voucher codes cannot be used in combination with any offers and special promotions. If your discount code shows an error message, contact my support team at support@stilnest.com. They will advise you and help.

My order cannot be processed

There is a number of reasons why your purchase might not be going through. Please try one of the following solutions:

  1. Check the payment forms we accept. We do not accept debit cards.
  2. Refresh the page or change the browser.
  3. Make sure your browser is not trying to block the secure payment pop-up.
  4. If it is still not working try another payment method. If none of these methods, please contact support@stilnest.com.

     

    Returns

    Can I return my order?

    You have the right to return your purchase for any reason, with the condition that they are unworn and in original condition, within 14 days for a full refund. We are unable to accept returns of personalized jewelry, for example, jewelry that has been engraved. 

    How do I return my order?

    • Inform us of your return request by emailing support@stilnest.com quoting your order number to get the return address.
    • Use the original packaging or place the items with care in any other solid cardboard box.
    • Complete the returns form and include it inside the box.
    • Tape the box closed securely.
    • We provide a return shipping label for German & Austrian customers.
    • We recommend international customers using a trackable and insured shipping method as we cannot be held responsible for any items lost in transit.

    Can I exchange my item?

    If you ordered the wrong size, color or item, please follow the return instructions and place a new order. Any discounts used for the returned order can be applied onto your next order provided that it contains the same item.

    I have been sent the wrong item, what should I do?

    We are very sorry if you received a wrong order.Contact us by emailing support@stilnest.com quoting your order number and stating the issue. Please also send us a picture of your wrong order and invoice for assessment.

    Can I cancel my order?

    Cancellation of your order is possible unless the order has already been dispatched. Inform us of your intent to cancel by emailing support@stilnest.com quoting your order number. We are unable to accept cancellations of personalized jewelry, for example, jewelry that has been engraved. Please see here the detailed cancellation policy.

     

    Repairs & Replacements

    Do you offer a guarantee?

    Our products are made to order in the highest quality and we will guarantee everything against manufacturing faults within two years of the purchase date. It is based on our assessment on a case-by-case basis if your damage was caused by a manufacturing fault or mishandling. Please see our return policy for a list of what classifies as a manufacturing fault.

    My item has arrived faulty/damaged, what should I do?

    If you believe that you have received a faulty item (e.g. open eyelet, missing lettering, processing mistake), contact us by emailing support@stilnest.com quoting your order number and stating the issue.

    Please also send us a picture of your faulty item for assessment.

    My chain is broken, what do I do?

    Please contact us by emailing support@stilnest.com quoting your order number and stating the issue.

    Please also send us a picture of your faulty item for assessment.

    My jewelry is tarnished/discolored, what do I do?

    925 sterling silver is a rather soft material, which can of course scratch or deform under strong external influences. This is not a sign of poor quality but simply the property of the material.

    Silver reacts constantly with components of the air, which can lead to oxidation (tarnish). Although both rhodium plating and gold plating prevent tarnishing, they can be eroded over time. With every touch or rubbing on the skin or objects (e.g., tabletops, door handles, etc.) and especially scratches, a small amount of material is always removed.

    Please contact us by emailing support@stilnest.com quoting your order number and stating the issue.

    Please also send us a picture of your faulty item for assessment.

    My jewelry item has lost a stone, what do I do?

    Please contact us by emailing support@stilnest.com quoting your order number and stating the issue.

    Please also send us a picture of your faulty item for assessment.

    My jewelry item has scratched, what do I do?

    925-sterling silver is a rather soft material, which can of course scratch or deform under strong external influences. This is not a sign of poor quality but simply the property of the material. Scratches are often a result of normal wear and tear.

    Please contact us by emailing support@stilnest.com quoting your order number and stating the issue.

    Please also send us a picture of your faulty item for assessment.

    My jewelry item doesn’t look like on the website, what do I do?

    Please contact us immediately after order receipt by emailing support@stilnest.com, stating your issue and sending us a picture of your item and your invoice.

     

    Quality and material

    Quality information

    Each jewelry piece is made-to-order, meaning we don’t mass produce. They are all 925-Sterling silver and plated in 18-carat or 24-carat rhodium yellow- or rose gold. The plating is 2-3 microns thick and classified as Heavy Gold Plating. Our materials are all ethically sourced and fair. We care about sustainability. Each item is made just for you in Germany and hand finished. This ensures the finest quality and makes each and every piece unique in its own right.

    Sizing

    Bracelets

    Bracelets that indicate ‘one size fits all’ have three options for wearing. You can wear it at 15cm, 17cm or 19cm. The length depends on where you secure the clasp. My charm bracelets come in three sizes. Small is 15cm, medium 17cm and large is 19cm. If you are unsure of what size to buy I recommend you buy a size up as you are able to secure the clasp higher up as the links are larger on my charm bracelets.

    Rings

    If you are unsure of what ring size you should get here are a few steps to figure out the right sizing:

    1. Cut out a thin strip of paper.
    2. Wrap the paper around the desired finger. Make sure the paper is secured below the joint of your finder and close to the knuckle.
    3. Mark the spot where the paper meets the other end and measure this distance with a ruler.
    4. Check my ring size guide to match the measurements to your exact size.

    Necklaces

    Necklaces come in three different chain lengths. There is size S 45cm, size M 60cm and size L 80cm. Chokers are 32cm long with an 8cm extension part on the chain.

    Product care

    What is your jewelry made of?

    Unless otherwise indicated, all our jewelry is made from 925-sterling silver. This material is free of nickel. 

    Depending on the color, the jewelry is plated differently:

    Silver:

    Unless otherwise indicated, we use rhodium for all our silver pieces. Rhodium belongs to the platinum metals and is one of the most expensive precious metals. Since it is very inert, it prevents tarnishing of the silver. In addition, it reduces the scratching by its hardness and gives a special shine.

    Yellow gold & rose gold:

    Unless otherwise indicated, our silver will be gold plated in several work steps with an extra thick layer of 2-3 microns - either with 18 or 24-carat gold.

    Does your jewelry contain nickel?

    No! Our jewelry is guaranteed to be free from nickel.

    Will my jewelry change over time?

    It is in the nature of materials that they change with time and is therefore absolutely normal.

    925-sterling silver is a rather soft material, which can of course scratch or deform under strong external influences. This is not a sign of poor quality but simply the property of the material.

    Silver reacts constantly with components of the air, which can lead to oxidation (tarnish).

    Although both rhodium plating and gold plating prevent tarnishing, they can be eroded over time.

    How long does the rhodium plating or gold plating last?

    Our gold plated jewelry will be covered in multiple steps with a layer thickness of 2-3 micron. This makes the gold last for a long time. Although it is very difficult to say and depends heavily on your own wearing behavior. With every touch or rubbing on the skin or objects (e.g., tabletops, door handles, etc.) and especially scratches, a small amount of material is always removed. So it can last for many years or, given a high level of stress, only a short time. But don’t worry, it sounds more dramatic than it is! If you pay attention to a few things, you can delay that for a very long time. And if something happens, you can go to any goldsmith to get your jewelry repolished and replated.

    How do I properly care for my jewelry?

    Here are some tips to keep in mind:

    • Do not wear your jewelry while showering, bathing or swimming. Shower gels/shampoos, chlorine and salt water will attack the material.

    Some of our stones are glued - contact with water can cause the glue to peel off and the stone to fall out.

    • Avoid contact with creams, hair sprays, perfumes, and make-up.
    • Take off the piece of jewelry before going to sleep. Sweat can make the jewelry tarnish faster.
    • Silver is by nature a very soft material. To avoid scratching too fast and rubbing off the plating, ke ep it away from hard surfaces and objects. For example, remove the jewelry from handicrafts and always store it individually and not with other jewelry, as this can damage each other.
    • Always keep the jewelry dry (e.g. do not store it in the bathroom, etc.). For daily storage, we recommend our included jewelry box. If you take off your piece of jewelry for a longer period of time, it is recommended to store this airtight. You can do this for example by using a ziplock bag.

     

     

    Shipping

    Why haven't I been sent a tracking number yet?

    We will send your tracking number as soon as your item has been crafted especially for you and is ready to be sent over to meet you. If it has been two weeks since you placed your order and have yet to receive the tracking number, check your spam folder. If it is not there, our support team will help you out, simply contact support@stilnest.com.

    My shipment tracking number doesn't seem to work.

    In the email with your tracking number, we also provide information on your delivery provider. It might take a few days before the link and tracking code become activated. There is a link provided in your email that will bring you to the correct page from which you can track your parcel. If the code no longer works or the status continues to indicate no changes, please contact support at support@stilnest.com.

    I think my item got lost, what should I do?

    Try tracking your parcel with the provided tracking number. Keep in mind that it takes two weeks after ordering before you will receive this number

    You can track your order using your tracking number provided in an update email (haven't received this yet? Your item may still be being crafted, login to your customer account to check). If the tracking process states the item should have arrived or is taking an unusually long time then email our support team at support@stilnest.com.

    Will I get charged customs or duty fees?

    We fill in all required paperwork for customs on international postage. However, a few countries have duty fees for the importation of jewelry or precious metals. Therefore, it is your responsibility to research your countries duty laws and take this into account when ordering your item as the customer is responsible for paying these kinds of fees. To find out more information please visit your government's website.

     

    General

    How can I provide feedback on my experience?

    Your feedback is very important to us as we are always looking at how to improve our services. If your experience has been good or bad, we would love to hear it. Please feel free to send us some feedback directly to our support team at support@stilnest.com so we can make your experience even better at Stilnest.

    Who is Stilnest Studio?

    Stilnest Studio is a personal branding studio that helps influencers to create, launch and grow their own brands in the field of jewelry, stationery, and fashion. We help with designing, production, and logistics. We value sustainability and ethically sourced materials.

    Why does a new tab open when I go to check out?

    At this point in your shopping experience, the personal branding studio I work with will take over in terms of order processing, payment handling, shipping, production, shipping, and customer support. They help me keep my brand growing and my customers happy. This is why a new tab will open once you click on checkout.

    How do I contact customer services?

    If you have a question feel free to email our support team at support@stilnest.com