FAQs

You can contact our customer service daily from Monday to Friday via email at [email protected] reach.

Please contact us regarding cooperation requests at [email protected] .

If you want to cancel your order let us know as soon as possible at [email protected] so that we can arrange the cancellation. Please note that shipped orders cannot be canceled and partial cancellations are not offered - however, you can always return a portion of your order upon receipt.

In the rare event of a lost shipment, we ask that you contact us by email at. [email protected] to contact our customer service. They will then make an inquiry request. We hope you understand that we cannot arrange refunds or replacements during the "unresolved time". However, you can be sure that we are working hard to find the package as soon as possible. Please note that it can take up to 14 business days for DHL to investigate.

Our jewellery is made exclusively of 925 sterling silver and gold-plated with 18 carat. 

All our pieces are stamped with the 925 metal purity mark, which certifies that our pieces are made of at least 92.5% pure silver. This purity level is better known as sterling silver and is considered the best in its class for silver jewellery. 

Taking care of gold-plated jewellery is very important to keep it looking good for a long time. Use a soft, lint-free cloth to gently remove light dirt and polish your jewellery to maintain the shine of your favourites.

So that you have longer what from your pieces of jewellery, we recommend to you:

• keep your jewellery in a dry and cool place, because high humidity and sunlight can cause oxidation.
• Let perfume and lotions dry before putting on your jewellery because cosmetic products can cause colour changes.
• take off your jewellery before doing housework, so that it does not come into contact with chemicals, as this can damage the material and the gold plating.
• take off your jewellery before swimming, showering and sports. Chlorine is harmful to jewellery and think of the risk of injury during sports.

If you are unsure which size of our rings might fit you, you are welcome to use our ring size template, which you can download here as a PDF file and print to easily determine your ring size step by step.

We do not currently offer custom engraving. You are welcome to have your ordered piece of jewellery engraved afterwards by your jeweller or goldsmith.

Please note that engraved jewellery is excluded from exchange and right of withdrawal.

We offer 12 months warranty from the date of purchase. The warranty only covers manufacturing defects and workmanship. If your product is under warranty and has a defect you can contact us at [email protected] contact us. We will then take care of the warranty processing. Please provide us with the order number and pictures of the product and its defects.

Unfortunately, it is not always possible to give an exact date, as many different factors play a role.

On the page of the respective article you can also register with your e-mail address and will then be notified directly as soon as it is available again.

Plus, we'll always keep you up to date on what's new and stock replenishments via our social media platforms and newsletter.

Currently we do not offer any special gift packaging.

If you want to exchange a piece of jewellery for another (earrings are excluded for hygienic reasons), you send us the respective item back. We will then refund the price of the item to your chosen payment method and you can place a new order with your desired piece of jewellery.

Please note that the processing of the return can take up to 14 days.

If the item is unused and in its original packaging, you have 14 days to return the package to us. The postage costs incurred will not be borne by Heyam Jewelry. Thus, the consumer has to bear the direct costs of the return by law according to §357 Abs.6 S.1 BGB.

For hygienic reasons earrings are excluded from exchange.

There should be a return form enclosed with your order. You can use this to register your return. Please note that this is not a return label.

Send the return:

UPG GmbH
Reichsbahnstraße 96
22525 Hamburg

Please ensure that your parcel has sufficient postage. We also advise you to keep the postal receipt of your return so that you have proof in case your parcel does not reach us.

Your order will be shipped with our partner Deutsche Post DHL.

We process and ship orders during our general business hours. These are Monday to Friday, 09:00 to 17:00 (except on public holidays).

Your order will be ready for dispatch no later than two working days after receipt of payment.

We ship within Germany and all over Europe.

As soon as your package has left our warehouse, you will receive a shipping confirmation by e-mail which includes a tracking number.

In this email you will find all the information you need to track your package.

In the rare case of a wrong delivery, we ask you to follow these steps:

1. Please contact our customer service by email at [email protected]. 
2. For a better allocation we ask you to indicate your order number and the note "wrong delivery" on the return form and to return the article.
3. You can then hand in your package to your shipping company with the shipping label we sent you. Your replacement delivery will then be arranged by us.

If you have properly returned your package to us, we will refund the purchase amount within 14 days after receipt of the goods. The amount will be credited to you with the payment method you used for your order.

You can see where the parcel is by looking at the consignment number of your return.

Please note that the return note from your parcel service provider should always be kept until the refund has been made.

Basically, the return form serves the allocation of your order.

If your return form is not in the package, it is not possible for our returns department to assign your return. In such cases, please contact our customer service at [email protected] and describe the case. Your contact person will then initiate all further steps.

You have ordered several articles and only returned a certain part of them?

If we have inadvertently refunded you the wrong amount, we sincerely apologize!

Please leave a short email to our customer service at [email protected] with the most important details.

Shipping costs vary depending on the destination.

Germany

• Shipping by DHL
• Shipping costs: 4,90 €
• from 75,00 € order value free shipping
• Delivery times: 1-3 working days

Austria & Netherlands

• Shipping by DHL
• Shipping costs: 9,00 €
• from 100,00 € order value free of shipping costs
• Delivery times: 3-5 working days

France & Spain

• Shipping by DHL
• Shipping costs: 11,00 €
• Delivery times: 3-5 working days

Other EU countries

• Shipping by DHL
• Shipping costs: 15,00 €
• Delivery times: 3-5 working days

Please note that in case of cross-border deliveries further taxes (e.g. in case of an intra-community purchase) and/or charges, e.g. in the form of customs duties, may be incurred which have to be borne by you.

You can redeem the gift certificate, as well as a discount code in the Checkout step.

Please make sure that you enter the code exactly as it is shown on the voucher.

Our gift certificates have no expiration date.

Yes, coupons are also applicable on sale items.

Yes you can. The value of the goods will then be refunded to your voucher. So you have a valid voucher again, which you can also redeem again.

Important information about our gift certificates:

• Cash payment of the amount is not possible.
• Vouchers are excluded from the right of revocation.
• Gift vouchers cannot be combined with other vouchers.

With us you have the possibility to choose between the following payment methods:

• Credit card: VISA MasterCard & American Express
• Paypal
• Klarna - Invoice with Klarna
• Klarna - Instant bank transfer
• Klarna - Pay immediately with Klarna
• Ideal
• Eps transfer
• Bancontact
• Apple Pay
• Google Pay