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Frequently Asked Questions

Selecting jewellery and jewellery production

Payment and delivery

Purchasing jewellery

Customer service, adjustments, exchanges and returns

If you have any other questions, please send us an e-mail to info@klenota.com. Detailed information on purchasing KLENOTA jewellery can also be found in our Terms and Conditions.


Selecting jewellery

How do I find out the correct ring size?

If you don't know the size of the ring you need to buy, read our suggestions on how to measure a ring size correctly or how to secretly find out the size.

If I’m not sure about the ring size, is it better to order a slightly larger or smaller ring?

When deciding this, it’s better to choose a slightly smaller size. Increasing a ring by 1-2 sizes is easier than reducing the size of a ring. However this does not apply to wider rings, where it is safer to choose a larger size because wider rings have a tighter fit than thinner ones. For rings with precious stones or ones which are engraved, resizing can be a problem and in most cases we prefer to exchange the ring for you for a new one. The only condition is that you need to return it to us unworn. 

Can you make jewellery in a different gold colour?

Yes, this is generally possible - and at no extra cost. Please indicate the gold colour you would like in a note with the order or write to us at info@klenota.com or complete the “Questions about the product” form which you’ll find on every product page. We’ll confirm it and let you know whether the change you would like is possible.

What is a hallmark?

A hallmark is a specific mark on the jewellery itself that provides information about its authenticity and purity. Prior to being hallmarked, the jewellery is also marked with a maker’s mark of the manufacturer or importer. In the Czech Republic, when it comes to hallmarks the international Convention on the Control and Marking of Articles of Precious Metals is in force. You can find out more information about hallmarks on our blog.


Payment and delivery

How much does delivery cost?

You can check our current shipping fees here.

Which countries do you ship to? 

We ship our jewellery all over the world. For orders within the European Union, all fees inclusive of customs duties and taxes are included. Find our current schedule of fees here.

Can I pick up the jewellery in person?

Yes, you can pick up your jewellery in person at our jewellery studio in the center of Prague at Bílkova 19, Prague 1. You can arrange your visit with us in advance by sending an email to  info@klenota.com or by phoning us on +420 603 219 313. Before your visit our studio, please check the current opening hours.

How long do you hold the jewellery for with in-person collections?

From the time that the jewellery has been made, it will be set aside for you at our studio for five (5) working days. If you need more time to pick it up, please let us know at info@klenota.com or +420 603 219 313. You can also advise us of the day you need to collect the jewellery on in a note with your order.

Do you offer the option of paying by installments? 

No, unfortunately we don’t offer this option at the moment.


Ordering with KLENOTA

I'm buying a ring. Where do I state the size I need when making an order?

Please write the ring size or inner diameter of the ring in a note at the time you make your order. If you don't know the size of the ring you need to buy, read our suggestions on how to measure a ring size correctly or how to secretly find out the size.

How do I know what stage my order is at?

We will let you know of the progress of your order by email at every stage – we’ll confirm the order, let you know about the approximate delivery date and we’ll also contact you before we send it out. If the jewellery has a longer lead or production time, we will regularly keep you updated with details of what stage of production it is at.

How do I cancel an order?

Just send us an email to info@klenota.com and we'll take care of it.

Will I receive the jewellery in a box?

Yes, we pack each piece of jewellery safely into a box which you’ll receive with your order free of charge.

Will I get a certificate with the jewellery?

Yes, we issue a certificate with each piece of jewellery which includes a description of the material and any stones used as well as the total weight. Jewellery with a diamond of 0.30 ct or greater in size also comes with an additional certificate from the GIA, HRD or IGI international companies. If you would like us to provide this certificate for smaller stones, please let us know and we will arrange it for you.

What warranty does the jewellery carry?

We provide a two year warranty on all jewellery. For any manufacturing defects, we will cover all costs of repair or replacement including postage. 

The warranty does not apply to any jewellery which has been modified by another goldsmith or damaged or broken through some action. See our warranty and returns page for more details.


Customer service, adjustments, exchanges and returns 

The ring doesn’t fit. Are you able to adjust it or exchange it?

As a given, we will adjust or exchange a ring for you for free within 60 days of purchase. During the pre-Christmas shopping period (from 1.10. – 23.12.), this returns period is extended to 100 days. The only condition for ring adjustments and exchanges is that you send it to us unworn. After 60 days, we charge a fee for the service.

Before buying a ring, we recommend that you get your ring size measured at your nearest jewellery store or at our studio. There are more details on modifying or exchanging rings here.

Can I return jewellery I have purchased?

You can return jewellery within 60 days of purchase without specifying any reason. During the pre-Christmas shopping period (from 1.10. – 23.12.), this returns period is extended to 100 days. Exceptions to this are situations where we have customised the jewellery according to your wishes, where the jewellery has been modified by another goldsmith or the jewellery has been broken, used, worn or otherwise damaged. See our returns page for further details.

Can I return or exchange jewellery without the certificate and box it came in?

The international certificate from GIA, HRD or IGI which is sent out with some jewellery as well as the gift box the jewellery comes in are considered a part of the purchased product so this certificate and the gift box must be returned along with the jewellery in order to obtain a refund. This is also the case with the KLENOTA certificate which is sent with the jewellery and which serves as a warranty certificate. Read more about this in our Terms and Conditions.

How long does it take to process a refund?

We will refund your money within 14 days of you, returning the jewellery back to us. Card refunds can take a little longer due to transfers between banks.

Do you modify or repair jewellery made by someone else?

No, we only modify or repair our own jewellery.

How do I take care of jewellery made of precious metals, stones or pearls? 

Each type of material requires a slightly different process. Please read our suggestions on how to care for your jewellery.

I need to repair my KLENOTA jewellery. What should I do?

Jewellery repairs or modifications can be arranged online by sending us an email to info@klenota.com. We will then agree on the next steps with you and send you details of the approximate cost of any modifications. It will help us if you attach a photo of the damaged jewellery with your email. Details on what to do can be found here.

Do you buy gold or gold jewellery?

No, we don’t buy gold or gold jewellery.