How do I determine the correct ring size?
The best way to determine ring size is to have your finger measured by a local jeweller. We have also prepared an extensive guide on how to determine the ring size, in which you can find some tips on how to measure it yourself - and how to measure it secretly, too (if you are buying an engagement ring, for example). Be sure to write the ring size in the note on your order.
If I am not sure about the ring size, is it better to order a ring that is a little bigger or a little smaller?
We recommend ordering a smaller size. It is not difficult to enlarge the ring, but size reduction is more demanding. Besides, silver rings can stretch slightly over time. If you are purchasing a wide band, you will get a more comfortable fit by moving up a half size from your typical measurement, because wide bands tend to fit more tightly than thin bands. For rings with many gemstones or engravings, size adjustment may be problematic. In these cases, it is better to have the size measured by an expert.
Is it possible to order custom-made jewellery?
Yes, along with selling jewellery, we also design and produce it. Please contact us at firstname.lastname@example.org and we will be happy to create the jewel exactly to your liking. Do not forget to give us as much information as possible, ideally accompanied by photographs. We will reply to you within 48 hours (not including weekends).
Do you offer payment plans or financing options?
No, unfortunately we do not offer payment plans at the moment.
What does pick-up in store mean? When and where can I pick up my order?
You can shop online and pick your order up in our Prague atelier at Bílkova 19, Prague 1 (Mon-Fri 8.30-17.00, Sat and Sun based on previous agreement). You can also browse and purchase the jewels we have in stock or discuss your own design with us in our atelier. A personal visit can be arranged in advance by contacting us at +420 603 219 313 or email@example.com, but it is not necessary.
It might sound a little different to some of our international clients, but Prague attracts many visitors and we are so centrally located that you just can’t miss us. So, in case you know someone in or visiting Prague, we will be happy to hand your parcel over, either to you, a family member or a friend. In order to collect your order, a copy of the order confirmation must be shown to our staff.
If I select pick-up in store, how long will you hold my order?
Reservation time is open to agreement. You can let us know when you would like to pick your order up in the note on your order. If you need more time please contact us at +420 603 219 313 or firstname.lastname@example.org.
What are your shipping costs?
Standard shipping costs are free for most foreign countries. For express shipping, the cost depends on the country and our possibilities, but for most of the countries the typical cost is 25 EUR.
When will I get my order?
We usually dispatch jewellery that's in stock within 2 working days from the order placement. Jewellery that is not in stock is usually delivered within two weeks. In the case of special orders (custom made jewellery, size adjustments, etc.) the delivery time may be longer.
If you need your order ready by a specific date, please state so in the order notes.
I need the jewel as soon as possible. Can I have it rushed?
If you need the jewel by a certain date, we are happy to accommodate you. Please make a note of this in the note section on your order or contact us at +420 603 219 313 (Czech Republic), +44 07935 416782 (UK) or email@example.com before placing the order. In most cases, express delivery is not a problem.
Do you ship internationally?
Yes, we ship to most locations worldwide. Standard shipping is free. Duties and taxes are not included in the shipping price and vary from country to country. In most cases we use a state carrier or we follow the customer's preference. If you are interested in shipping abroad, please contact us.
Will I receive a certificate with the jewellery?
Yes, we deliver all the jewels with a certificate of authenticity, where you can find information about the exact materials and gemstones from which they are made.
What is a hallmark?
A hallmark is a mark on the jewel that confirms the authenticity and purity of the metal. Also, before hallmarking, all of our jewels get a responsibility mark of the producer or supplier. In the Czech Republic, the Convention on the Control and Labeling of Precious Metals is enforced. See this article for more information about the state hallmark.
What is your warranty on purchased jewellery?
We offer a lifelong service on all of our jewels. We will cover all repair or replacement costs, including shipping in case of manufacturing defects. The warranty does not cover defects caused by wear and / or negligence. For more information, please visit the warranty and claims page.
Can I have the ring resized?
We offer complimentary ring resizing on all rings during the first year of ownership. Please contact us at firstname.lastname@example.org to arrange your free ring resizing. To avoid resizing, we recommend that you have your size measured by a local jeweller or in our atelier before your purchase.
Does jewellery from precious metals and stones or pearls require special care?
Yes, if you want your jewels to stay beautiful for a really long time, it is important to take proper care of them. That's why we have prepared a special site for you with recommendations on how to care for jewellery. We recommend that you take off your jewellery in situations where there is a risk of scratching or other damage (such as swimming, gardening, playing contact sports, doing serious kitchen work, using cosmetics or potentially abrasive substances and moving heavy objects).
What is your return policy for purchased items?
You can return or replace the jewellery free of charge, without giving any reason for the return, within 60 days* of receiving your delivery. Exceptions to this return policy occur if: we have customized the jewellery according to your individual requirements (in this case, an individual agreement is possible), the jewellery has been modified by another jeweller or the jewel has been destroyed, damaged or otherwise degraded. For more information, please visit the returns page.
*Our extended returns, exchanges and jewellery modification period (100 days) applies to jewellery ordered between 15th of October and 24th of December 2020. Outside of these dates, our standard period for returns, exchanges or jewellery modifications is 60 days.
What if I want to return my order and I lost the certificate / invoice / box?
You do not need any of the packaging to return your order. We do recommend that you return the whole parcel with all of the attached documents, but if you lose any of the accompanying items by accident, we will re-issue new ones for you free of charge.
How long does it take for the funds to be returned?
We will send the money back to your account usually within 2 weeks of withdrawal from the contract. In the case of a refund by credit card, the return of the funds may be delayed by 2-3 days (mostly on the side of the beneficiary's bank). Please note that we are not obligated to refund your payment before the return of the goods or proving that the goods were sent to us.
I need to have my KLENOTA jewel repaired. What should I do?
Our professional team in our Prague atelier will be happy to take care of your jewellery. Please email us at email@example.com and we will discuss the next steps.
If you have any other questions, please contact us at +420 603 219 313 (Czech Republic), +44 07935 416782 (UK) or firstname.lastname@example.org. Detailed information about purchasing at Klenota.cz can also be found in the commercial terms.