FREQUENTLY ASKED QUESTIONS

RETURNS, REFUNDS, and REPAIRS

 

What if I need to return my order?

We care to find a satisfactory solution when ship happens. You may return items in their original condition for a refund or credit within 30 days of receiving*. Shipping charges will be refunded if the return is due to our error or you are plainly dissatisfied with what you received. Returns of jewelry accepted within 30 days of sale for a full refund or exchange upon approval. Items must be in their original condition with tags still attached. No returns of loose or rough stones or merchandise marked or sold as close-out or sold as lot. No returns after 30 days. All returns must be accompanied by the packing slip. After a return has been received, it will take 1-2 weeks to process. If using a credit card, refunds will be credited to your account. We suggest using insured Parcel Post for your protection. Please pack all returns securely and insure the package accordingly. Mail back to: 

Starborn Creations

Vigo Christophersen

Beim Schlump 58

20144 Hamburg

Germany

+494031701003

and please drop us a note when you ship something back to our office in Hamburg, thx!

What if my item breaks or needs repair?

To ensure you receive only the best, all our jewelry is inspected for manufacturing defects upon receipt from our factory and again before the jewelry is shipped to you. Each piece is expertly handcrafted and, very rarely, problems may occur that are due to hidden defects in the jewelry, such as a weak solder joint breaks or a stone falls out of the setting.  We will repair any of these defects that result from flaws in the manufacturing process free of charge within one year of the purchase date.   This warranty does not apply to breakage of jewelry due to “little accidents” (stepped on, dropped on hard surface floors, chipped stones, damaged stones that have been dipped in jewelry cleaners, etc.).

If your jewelry piece needs repair after the one-year warranty has expired, or due to non-manufacturer defects, we will do our best to repair the item for you.  We will charge you only our cost plus the shipping fee.  Please contact us if you need repair and would like to get an approximate quote.

 

PLACING ORDERS

How can I pay for my purchase?

We accept all major credit cards, Crypto currencies such as Bitcoin &  Etherium via Coinbase Commerce and Debit payment methods. We are working on additional payment methods, please let us know if your preferred method of payment is not available.

Is it safe to use my credit card?

Absolutely. We have taken every precaution to make your transactions secure. Our Internet site is built on the Shopify™ system which utilizes industry-standard security measures, including SSL (Secure Sockets Layer). Nevertheless, if you prefer, we also offer you the option of using Paypal and alternative Payment methods.  All account information submitted to us is safely isolated from unauthorized Internet access. Once your order is processed, we will delete all your Credit Card information from our system.

 

How quickly does my order ship?

We work diligently to fulfill orders within same business day if the Order arrives until 13:00 same day. During busy holiday seasons, extended shipping times may occur. 

How much will my shipping charges be?

During the order process, you will see calculated shipping amount. Some items will be handed out to you by Amazons Fulfillment Network Services in Europe, but our preferred way of shipping is DHL GoGreen Climate Neutral Package delivery. Exact shipping rates and methods depend on carrier availability on the day of order. 

What is the cheapest way to ship?

Orders over 40€ ship free in Germany, orders over 80 ship for free within the EU, orders over 200€ ship free in Europe and selected countries outside, 500€ ship free worldwide to all other countries. Once you enter your shipping address in the cart or checkout page, shipping options will be displayed. Please make sure your shipping address is complete and accurate at check out in order to generate accurate shipping quotes.

Please contact us if you are in doubt if we ship to your location or if you have suggestions how we could best deliver to your place.

Do you ship internationally?

Yes, Starborn offers international shipping. For orders in USA and Japan and Hongkong we can also forward the request to our local sales teams. 

How do I track and manage my orders?

The navigation in the login area will include your customer dashboard where you can review, manage, and track your orders. If you forget your password, you can use the “Lost your password” function from the login screen to receive instructions by email to reset your password.

Are Sales Tax applied?

All sales prices include 19% german VAT since our taxable sales office is in Hamburg. 

 

PRODUCT QUESTIONS

What if you don’t have an item in stock?

Our Starborn products come and go and we cannot guarantee to have all our items available online all the time. If that breaks your heart, please contact us to find a suitable solution. If the stock count is minimum 1 the item is available for sale. 

How do I know if the item I am looking at is in stock?

If you can see the picture on the website and you can enter a quantity into the cart, the item is available. It may occur that during order process a wanted item get sold otherwise in the timeframe of your order process and thus might unfortunately be sold out in the moment you place the order. In this rare case please contact us to check if we have backup stock in our office!

Will I receive the exact item as pictured?

Many of our items are one of a kind, meaning that you will receive the exact item pictured in the listing. However, you may see a notation on certain listings that natural variations may make each piece differ slightly. In this case, you will receive a closely similar item to the one pictured and described in the listing. If you are dissatisfied with your purchase, please contact us before leaving negative reviews, positive reviews of course highly appreciated :)

 

I am interested in a ring, but I do not see the size I want, can you size the rings?

Unfortunately, we do not currently have an efficient option to offer custom sizing, though many of our rings are adjustable. You may navigate the filters on search to show only a specific ring size, or to include adjustable rings to better help you find the right ring for you.

Are you able to do custom orders?

Yes. Starborn offers custom bulk orders for businesses, artists and other brands. If you are interested in production, please refer to our wholesale info for additional information. *while we do offer production, we are currently unable to offer custom orders for single items.

 

 

JEWELRY CARE

All Starborn designs are carefully crafted and held to a high-quality standard. Proper care and cleaning of your Starborn jewelry will help to ensure that you can enjoy your designs for years to come.

  • Proper storage is important in caring for your jewelry. Keeping each item in a pouch or separate section of your jewelry box will avoid damage caused by pieces rubbing together. Stones and metals are often different levels of hardness and can scratch or dent one another.
  • Keeping your jewelry clean by gently removing oils and buffing it with a polishing cloth before storing it will help to ensure your items maintain their shine. To clean jewelry items, mild soap and warm water can be used, along with an extra soft toothbrush to clean crevices. Always rinse your items well with cool water after cleaning, and be sure to dry them, gently, with an all-cotton cloth. Buff with a polishing cloth after cleaning. Remember to replace your cloths periodically as dirt and grit can build over time and scratch or damage your jewelry.
  • Avoid ultrasonic and dips. While these methods of cleaning are generally safe for metals, they can damage certain stones as well as cause loosened settings.
  • Avoid wearing jewelry while doing chores that include the use of any chemicals or that would risk catching your items or scraping them against something. Chlorine, ammonia, bleach, detergents, hairspray, perfumes and many other chemicals are harmful to jewelry / stones.
  • Avoid wearing your jewelry during activities that can lead to lost or damaged stones, such as swimming, playing sports, gardening or showering.
  • Certain stones can lose color if left in direct sunlight for extended periods of time.
  • If you notice a setting or stones in your jewelry have loosened, do not continue to wear the piece until you have had it looked at by a jewelry professional. Starborn often uses rough, uncut or freeform gemstones as well as rare gemstones that can be difficult to replace if lost.

INFORMATION PRIVACY

What is your policy on Privacy?

We use information you provide to maintain your secure profile and provide account and ordering support. We do not sell, trade, or rent your personal information to others. Period.