FAQ
Have questions about Simbollist jewellery, shipping, returns, or materials?
We’ve got you covered!
If you need help, don’t hesitate to reach out—we’re always happy to assist. Simply email us at:
info@simbollist.com
Shipping & Delivery
We ship to the following countries:
Europe:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, UK, Norway
Russia
North & South America:
Canada, Puerto Rico, Argentina, Chile, Brazil
Important note: We currently don’t ship to USA.
Oceania:
Australia, New Zealand
Asia:
Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand
Middle East:
Bahrain, Saudi Arabia, United Arab Emirates, Qatar
We offer free shipping to all countries for orders over 100 euros.
We charge a flat rate of 10 euros for shipping on orders under 100 euros to all countries internationally.
If you place an order from outside EU you may have to pay inbound duties and taxes. We do not have any control over these fees and we cannot predict this cost.
These custom fees are determined by each individual country. Simbollist does not pay for these fees.
When you place an order, we will send you an Order Confirmation email and start preparing your order for dispatch. As soon as your order is dispatched, we will send you a Shipping Confirmation email. From the day of dispatch, it can take the following number of days for the order to arrive to your address, depending on your location:
Europe: 3-8 days
Russia: 10-12 days
North & South America: 7-12 days
Oceania: 6-8 days
Asia: 6-15 days
Middle East: 7-12 days
To see the estimated delivery time for each individual country please read the section Shipping & Delivery in our Terms & Conditions. There you can check the approximate delivery time for each country.
Due to Covid-19 circumstances the shipment of your order might be delayed. Any delay in the delivery is not under our control and we apologize for any inconvenience this may cause.
Yes, it is required. Your signature upon delivery enables a safer and more efficient delivery to your address.
If you are away when a postman is trying to deliver your order, you will receive a written notification by the postman about where and when you can take over your package. We advise you to pay attention to the deadline for receipt of the shipment.
In case you do not pick up your order upon delivery nor later at a different location as determined by the postman (usually a local PO), your order will be returned to us.
Yes, this option is available.
You will receive a notification in your letterbox notifying you that your order is ready for a pick-up at the post office. To pick up your order at a post office you will probably need to present a delivery attempt notification and a personal identification document.
Payment
You can make your purchase using one of the following methods:
1) Credit/debit card (VISA, MasterCard, American Express)
2) PayPal
3) Simbollist Gift Card
When completing your order at the checkout, you will be presented with a placeholder saying “GIFT CARD code”. Type in your Gift Card code and click “Apply”.
If you have received an incorrect invoice, please contact us via our email address info@simbollist.com. When you send us an email, please attach the invoice. This way we can process your request faster.
Return & Exchanges
Yes, you can.
If you want to cancel your order before it is dispatched (before you receive a Shipment Confirmation email), you have to send us a cancellation email as soon as possible.
Once your order is dispatched you can still cancel your order! You can do this in two ways:
1) Refuse to accept the delivery
Once you receive your order, you can refuse to accept the delivery and the products will be returned to us. The money paid for the products will be refunded to you (see the section Refund).
2) Return the products
You can accept the delivery and then return the products in accordance with the rules described in the section Returns & Refunds.
You have to return your order and then place a new order.
Please follow the steps of a return process described above (question How do I return my order?). Please have in mind that the return shipment cost will be your responsiblity. You will have to pay a return shipment which price may differ among different shipping companies.
Once we receive your returned order and you place a new order we will send you a new order in which case you will have to pay a shipping cost of 10 euros (this is our flat shipping rate in case of exchanges for a different size or colour).
We warmly invite you to read the whole section Return Policy.
Yes, you have the right to return your order within 30 days from the day of receiving it.
We only accept the returns of products that are undamaged and that have not been worn. Your product(s) must be returned in the original state and packaging.
Returns that are incomplete, damaged or without packaging will, unfortunately, not be accepted.
1) Print out a Return Form and complete it (a Return Form can be downloaded here: Return Form)
2) Make a package into which you place a product that you want to return together with a printed Return Form
3) Take your package to any post office that ships internationally.
Paying for the return shipping is your responsibility. We do not cover the shipping costs of returns.
Return shipments are at the buyer’s risk. This means that any damaged or lost items during return are the sole responsibility of the buyer.
We do not pay for damaged or lost items. Ask your selected shipping company about your rights and options in the event of damage or loss.
As soon as we receive your return shipment, we will send you a Return Confirmation email. We will refund you the amount paid for your purchase within 14 working days following the receipt of the return shipment.
Your refund will be transferred using the same payment method you have used to purchase your order. If you pay using a credit/debit card, your refund will be transferred to your credit/debit card. If you use PayPal, you will be refunded to your PayPal account.
If you have paid with a Gift Card and you would like to be refunded, please contact us via our email address info@simbollist.com. You will have to provide us with the details of your bank account or other payment methods to receive your money.
If you have not yet received a refund within 14 days from the day we sent you your Return Confirmation email, please contact us via our email address info@simbollist.com. We will do our best to assist you as soon as possible.
Please contact us via our email address info@simbollist.com. We will do our best to assist you as soon as possible.
Warranty
You have a 6-month warranty on certain Simbollist jewellery. This means that if within 6 months from the day you receive your order your jewellery appears to be defective or broken due to a manufacturing mistake, you have the right to request a repair or replacement free of charge. Please contact us and we will notify you via email what option is available in a given situation.
Please contact us via our email address info@simbollist.com and we will assist you with the steps to resolve the problem.
Please note that we do not cover the cost of warranty returns. It is the customer’s responsibility to pay for this cost.
This 6-month guarantee does not cover product damage due to everyday wear and use, accidents and improper care.
Loss of shine, abrasions, scratches and other damage to the surface of the jewellery items is an inevitable occurrence when the care and maintenance of jewellery is inappropriate or insufficient. We cannot offer you any warranty for this type of damage.
Please keep in mind that gold plated silver jewellery (gold vermeil) can get scuffs and tarnish with regular use.
If you do not remove your jewellery when in contact with water or other substances (body lotions, fragrances, make-up, etc.), the gold layer can start to wear off.
To keep your jewellery in the best condition you have to take appropriate care of it (see the section Maintenance & Care).
The warranty is also not valid if your jewellery has been altered or repaired by a jeweller or goldsmith. Any alteration to the size or shape of the jewellery can cause damage and lower its quality. In this case, the warranty is cancelled.
Materials & How to take care of Simbollist jewellery
All Simbollist jewellery is made of high quality 925 sterling silver, a precious alloy of 92.5% silver and 7.5% other metals. This combination makes our silver strong and more durable.
Some of our jewellery is gold plated.We use gold plating as a design element.
Here are the recommended steps to keep your jewellery in its best condition:
Store your jewellery in a box with low humidity and safe from damage.
Jewellery items should be stored individually to not scrape against other jewellery pieces or objects.
Do not clean it with chemicals. Instead, use a soft cloth to clean it or a small amount of water which you then dry with a soft cloth.
Do not clean it with abrasive materials or scouring tissues/pads.
Remove your jewellery before getting in contact with water or other liquids/chemicals, when doing sports, applying fragrances or body lotions.
Avoid wearing jewellery when doing house chores, heavy work or other activities where it can get scratched or broken.
It is highly recommended to take off your jewellery before getting in contact with water or any other liquids.
No, it is recommended to take it off when doing work or activities where your jewellery can rub against other objects or surfaces, or fall on the floor.
Jewellery can also get damaged when in contact with sweat, so avoid wearing it while doing sports.
Contact us
Our Customer Service is happy to assist you from Monday to Friday between 09:00 – 17:00 (CET).
You can send us an email:
info@simbollist.com
