FAQ
WHAT MATERIAL IS THE JEWELRY MADE OF?
Our products are made of high quality stainless steel which is gold plated.
Material gold: 316L stainless steel with 18K gold plating
Material silver: 316L stainless steel
Material rose gold: 316L stainless steel with rosé plating
Some products are made of real silver (sterling silver). You will always find the information about the material in the product description. Please note that the silver stamp is not obligatory and we do not place it on our products for optical reasons.
IS THE JEWELRY NICKEL-FREE?
All our products are made of high quality stainless steel and are therefore 100% nickel free.
Should you have any problems with our products, we will of course assist you and ask you to contact us as soon as possible so that we can find a solution for you.
HOW DO I KNOW IF A SPECIAL REQUEST IS POSSIBLE?
Although we have a wide range of jewelry, you may wish to add a personal touch that you cannot find in our collection. For special requests and enquiries, please contact our customer service.
Contact: support@loanya-jewelry.com
Our designers will check your request as soon as possible and we will then inform you whether your special request can be realised.
WHAT DO I HAVE TO PAY ATTENTION TO WHEN ENTERING A PERSONAL ENGRAVING?
When entering your personal engraving, please pay careful attention to the correctness of your engraving. Please also pay attention to upper and lower case! We will make the personalised jewelry exactly to your specifications.
HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?
At the bottom of the newsletter you will find an "unsubscribe" button, with which you can easily unsubscribe yourself. If you can't find the box or have problems unsubscribing, please contact our customer service.
WHAT SHOULD I DO IF MY DELIVERY IS DAMAGED/INCOMPLETE?
Your satisfaction is our top priority. As you know, we are constantly working to improve our products and services. However, mistakes cannot always be avoided. If something has gone wrong with your order, we apologise from the bottom of our hearts and would like to help you as soon as possible! So if you have received a parcel with a defective or incorrect item, please contact us as soon as possible and provide the following information:
Name
Order number
Photo of the defective/wrong product
Photo of the damaged package - if the package is damaged.
We will take care of your request as soon as possible!
CAN I CHANGE THE ADDRESS OF MY ORDER AFTER IT HAS BEEN PLACED?
Once your order has been received, it will be processed immediately so that your parcel reaches you as quickly as possible. Therefore, changes to the address are only possible if your order is not yet in production or, in the case of non-personalised products, has not yet been dispatched.
When entering your address, please make sure that your data is correct. We will send your order to the exact delivery address you give us. If a shipment cannot be delivered because your address is incorrect, we will have to charge you for the costs incurred.
I HAVE NOT RECEIVED AN ORDER CONFIRMATION. WHAT SHOULD I DO?
Please check your inbox for an order confirmation email. Please note that there may be a delay in receiving an order confirmation email. Please also check your spam folder.
We understand that in the excitement, mistakes can easily happen. If you have entered an incorrect email address, please contact customer service. Simply send an email to: support@loanya-jewelry.com
HOW CAN I CANCEL AN ORDER?
It is possible to cancel your order. However, we can only cancel your order if your personalised jewelry has not yet gone into production.
WHAT IS THE BEST WAY TO CONTACT US?
We process all customer enquiries by date via our email address. Please note that the processing time is 3-5 working days and that no one is available at the weekend. Complaints can only be processed by mail.
Mail: support@loanya-jewelry.com