FAQ
RANGE OF PRODUCTS & ORDERING PROCESS
IS IT POSSIBLE FOR ME TO PLACE AN ORDER WITHOUT CREATING A CUSTOMER ACCOUNT?
If you prefer, you can also place an order without creating a customer account. Simply select the "Do not create a customer account" option during the ordering process.
WHAT HAPPENS TO MY PERSONAL DATA WHEN I PLACE A GUEST ORDER? CAN I VIEW SUCH DATA?
We will store your personal data securely for the purpose of order processing and warranties. With this option, however, you have no possibility to independently view or change your customer data. We will gladly provide you with information, for example, on the storage of your data.
HOW CAN PURCHASES BE MADE VIA THE CONCIERGE SERVICE?
You can place your order with our Concierge via telephone, e-mail or live chat.
IS IT POSSIBLE FOR ME TO PURCHASE PRODUCTS THAT ARE NOT AVAILABLE ONLINE?
You can order all Niessing products via our Concierge Service or from one of our stores or partner jewelers. We will also be happy to make you individual offers. Simply write an e-mail to concierge@niessing.com or call us at: tel. 0800 8080787 Mon–Fri 10:00 a.m.–7:00 p.m. Sat 10:00 a.m.–6:00 p.m.
CAN I HAVE MY OWN DIAMOND MADE INTO A PIECE OF JEWELRY AT NIESSING?
Niessing processes customers' own diamonds with a minimum of 0.30 ct. The diamonds supplied by the customer must meet the quality of the Niessing standard and are tested in our own diamond laboratory before processing. If you have a diamond that you would like to have made into a piece of Niessing jewelry, then please contact our Concierge Service.
IS THE PRECIOUS METAL USED BY NIESSING SUSTAINABLE?
Niessing precious metals are obtained in a sustainable manner. We use gold and platinum exclusively from the recovery of secondary resources (recycling), which is also referred to as urban mining. We obtain precious metals from certified German and Swiss refineries. The entire alloying process takes place at Niessing in the manufactory, where recycling and reutilization also have top priority. Recycled precious metal is the most sustainable source for our exclusive pieces of jewelry.
ARE NIESSING DIAMONDS SUSTAINABLE?
We assure you that we only sell natural, conflict-free diamonds. Buying a diamond is a matter of trust. Niessing confirms that all diamonds are subject to the "System of warranties" of the "Kimberley Certificate", i.e. that only diamonds with an ethically safe origin are used. Completely independent of the certificate, Niessing additionally tests the quality of all diamonds in its own diamond laboratory.
HOW DO I FIND THE CORRECT RING SIZE?
If you do not know your ring size or that of the person you are giving the ring to, we have provided some guidance on the product pages of this website. We will gladly send you a ring sizer free of charge by mail, with which you can determine your ring size.
HOW DO I FIND THE CORRECT BRACELET SIZE?
If you do not know your bracelet size or that of the person you are giving the bracelet to, we have provided some guidance on the product pages of this website.
HOW DO I FIND THE CORRECT LENGTH FOR MY NECKLACE?
If you do not know your necklace length or that of the person you are giving the necklace to, we have provided some guidance on the product pages of this website.
PAYMENT & REIMBURSEMENT
WHAT PAYMENT OPTIONS ARE OFFERED BY
NIESSING?
We offer the following payment options for online purchases: PayPal
WHAT IS THE PROBLEM IF I CANNOT COMPLETE MY ORDER OR IF MY PAYMENT IS
REJECTED?
Your payment may be rejected by what is known as the payment provider.
Unfortunately, we have no influence on this, as this is directly linked
to your bank. Reasons for a rejection can be, among others, a shortfall
of the daily limit through parallel debits or a general limit on your
account. Try a different payment method as well.
WHEN WILL I BE CREDITED FOR AN ORDER THAT I RETURNED?
You can send back or return products received from us without giving any
reason within 14 days. This applies from the time you physically come
into possession of the products of your order. After receipt and
positive examination of the products and delivery components, the amount
of the purchase price will be transferred back to you within 5 working
days. Only the buyer is entitled to receive a refund of the purchase
price. The refund will be made in the same payment method and currency
of purchase. If you are the recipient of a gift and wish to return or
exchange it, please contact our Concierge Service. Simply write an
e-mail to concierge@niessing.com or call us at: tel. 0800 8080787. If
the item is returned to a Niessing Store or a Niessing partner jeweler,
then the purchase price is refunded after positive verification by
Niessing exclusively to the account from which the transaction was paid.
Payment in cash or on a money card or in any other form is not
possible. The account holder of a previous order is entitled to a refund
of the purchase price. Payment to third parties for online purchases is
not possible. Refunds of the purchase price are made exclusively to the
account from which the transaction was paid. Cash payment is also not
possible. A refund via a store or partner jeweler for merchandise
purchased in the online store is not possible.
WHAT ARE THE PREREQUISITES FOR THE ACCEPTANCE OF A RETURN BY NIESSING?
The products must be undamaged and in their original condition. Original
packaging, warranties or certificates (such as GIA or HRD) and
instructions, etc. must be included in the return shipment. Included
bracelets or parts of bracelets, necklaces or necklaces must be
contained in this.
MY ACCOUNT AND CUSTOMER DATA
HOW DO I CREATE A CUSTOMER ACCOUNT?
After you have placed your Niessing jewelry in the shopping cart and
clicked "proceed to checkout," you have the option of creating a
customer account immediately in the first step.
WHAT ARE THE BENEFITS AND FUNCTIONS OF A NIESSING CUSTOMER ACCOUNT?
You have the possibility to view your orders in the customer account. In
addition, you can manage your personal information and payment options.
HOW CAN I CHANGE MY PERSONAL DATA?
To do this, log in to your customer account and select the "Personal
profile" menu item.
CAN I DELETE MY CUSTOMER DATA OR MY CUSTOMER ACCOUNT?
Yes, you can have your customer account deleted. Simply write an e-mail
to concierge@niessing.com or call us at: tel. 0800 8080787. Please note
that we must comply with retention periods for warranty purposes and due
to legal requirements
.
HOW CAN I RECEIVE A NEW PASSWORD?
If you have forgotten your password, please click "I forgot my password"
in the checkout. You will receive an e-mail through which you can
change your password.
WHO CAN HELP ME IF I CANNOT LOG IN TO MY CUSTOMER ACCOUNT?
Please contact the Concierge Service for assistance.
SHIPPING & PACKAGING
WHAT IS THE ORDERING PROCESS IF I DECIDE TO USE "CLICK & COLLECT"?
If you decide to use "Click & Collect," then Niessing will send your
order to the service partner you have selected. Payment is made online
in our online store. You will be notified as soon as the order has
arrived at the service partner. The service partner will verify your
identity when collecting the order and will hand it over to you. If you
have any questions, the service partner will be happy to assist you.
WHAT IS THE ORDERING PROCESS IF I DECIDE TO USE "DIRECT DELIVERY WITH
SERVICE PARTNER"?
If you decide to use the "Direct delivery with service partner"
shipping method, then the order will be delivered to your home. The
service partner you have selected will be happy to answer any of your
questions.
ARE THE PRODUCTS DELIVERED IN ORIGINAL NIESSING PACKAGING?
Yes, our brand name products will all be delivered in the original box
or packaging. For online deliveries, we ensure that the products are
protected from external damage and reach you intact.
CAN I HAVE MY ORDER GIFT WRAPPED FREE OF CHARGE?
Yes, you can have each item separately gift wrapped for free. To do
this, select the "Gift wrap" option in the shopping cart. While the
shipping box does not reveal the contents from the outside for security
reasons, your selected items will be beautifully gift wrapped and
decorated.
HOW CAN I MONITOR THE DELIVERY STATUS OF MY ORDER?
After successfully placing your order, we will send you an order
confirmation e-mail as well as an e-mail when the delivery has left our
premises. The carrier will then provide you with further data about your
delivery.
WHEN WILL I RECEIVE MY DELIVERY? DO I HAVE TO ACCEPT THE ORDER
PERSONALLY?
We strive to deliver in a timely manner. The delivery will be handed
over to you or your authorized person personally by the carrier and
cannot, for example, be deposited with neighbors or at a packstation. In
this case, if the delivery person does not meet you, then a message
will be left informing you of the attempted delivery, and another
attempt will be made.
IS SHIPPING AND POSSIBLE RETURN INSURED BY NIESSING?
The shipment of the goods is insured by Niessing until they are handed
over to you as the customer. For a possible return of the products to
Niessing, we ask that you note the return information in your delivery.
IS A DELIVERY OUTSIDE OF EUROPE POSSIBLE?
For delivery outside Europe, please contact our Concierge Service.
RETURN, EXCHANGE & CANCELLATION
IS IT POSSIBLE TO CANCEL MY ONLINE ORDER WITH NIESSING?
You can cancel your order within one business day by contacting our
Concierge Service. Cancellation of customized items is only possible if
Niessing has not yet started manufacturing the item.
MY JEWELRY ORDERED ONLINE IS NOT THE RIGHT SIZE. HOW CAN I EXCHANGE IT?
We will exchange unworn jewelry ordered online within 4 weeks from
delivery to another size once, thereby offsetting any increase or
reduction in price.
WHAT DO I NEED TO DO IN CASE OF A RETURN OR COMPLAINT WITHIN THE LEGAL
TIME LIMIT?
You can return the purchased products via our transport service
providers, in one of our German Niessing Stores or at the service
partner where you collected the product that you ordered online.
HOW CAN I RETURN A PRODUCT IF I DO NOT HAVE A RETURN LABEL (ANYMORE)?
In this case, please contact our Concierge Service, which will be happy
to assist you.
REPAIR, SERVICE, ENGRAVING, CUSTOMIZING
HOW CAN I HAVE MY JEWELRY REPAIRED OR REFURBISHED AND CHECKED?
The staff at Niessing stores or partner jewelers will be happy to advise
you on repairs, care, and checks. We will also provide you with
information on carrying out repairs, conditions in the event of warranty
claims and any costs incurred by a repair via telephone or e-mail.
CAN I HAVE PIECES OF JEWELRY ALTERED OR REWORKED?
We are happy to alter, repair and service products purchased at our
company according to our terms and conditions as well as the warranty
conditions. We also offer a free consultation on custom designs, special
individual creations or reworking of existing jewelry. Please feel free
to contact us at one of our locations or through our Concierge Service.
CAN I HAVE A PRODUCT ENGRAVED?
Yes, provided that it is suited for engraving. We can also provide you
with information on engraving and costs via telephone or e-mail.