FAQ – Frequently asked questions
Jewelry
Where is my jewelry made?
Our jewelry is made in a carefully selected, family-run goldsmith workshop in Portugal that looks back on almost 40 years of experience in craftsmanship. In this family-run jewelry manufacturer, we have found the ideal partner who shares our values and visions. Together, we focus on the highest quality craftsmanship and the implementation of our standards of sustainability and ethical responsibility - a promise that can be felt in every creation.
How do I properly care for my jewelry?
To preserve the shine of the jewelry for a long time, simple care tips should be followed.
Occasionally place the piece of jewelry in a lukewarm soapy water bath. Make sure to thoroughly remove any soap residue and then dry it with a soft cloth.
Diamonds are easy to care for thanks to their hardness. To maintain their shine, wipe them regularly with a damp, soft cloth. For a more thorough cleaning, use a soft brush under running water.
What do I have to pay attention to when wearing it?
Your ILIKOEZ jewelry is made for everyday use, but a few precautions will help keep it in perfect condition for a long time:
- Avoid contact with chemicals such as perfume, hairspray or cleaning products.
- To protect the jewelry from mechanical damage or deformation, do not wear it while exercising, swimming or sleeping.
- To avoid discoloration, put on your jewelry only after applying makeup and perfume.
Order
Is registration required to place an order?
No, registration is not necessary. You have the option to order as a guest or to create a customer account. With this account you can, for example, create wish lists or view an overview of your orders.
Can changes be made to an order?
Please contact us as soon as possible at care@ilikoez.com . We will definitely find a solution together.
Is it possible to cancel an order?
Yes, that's possible as long as you haven't received a shipping confirmation. In this case, please contact our customer service team promptly at care@ilikoez.com.
Is it possible to make partial cancellations?
Unfortunately, partial cancellations are not possible. It is best to cancel the entire order directly as long as you have not yet received a shipping confirmation and place a new order with your desired items.
How do I track the status of my order?
Once your order has been shipped, we will send you an email notification with all the information about your order (shipping confirmation), including a tracking number. This will allow you to track the progress of your delivery and see the estimated arrival time. If you have not received a tracking number, please contact us at care@ilikoez.com .
I have not received an order or shipping confirmation.
If you cannot find a message from us regarding your order or shipping confirmation in your email inbox, please first check your spam folder. Also make sure you have entered your correct email address. If you still do not receive an order or shipping confirmation after 24 hours, please contact us at care@ilikoez.com .
Shipment
How much is the shipping?
Shipping within Germany is free of charge.
Shipping within the EU and UK, Norway, Switzerland, Liechtenstein and Monaco is free of charge.
For deliveries outside the EU, customs fees may be added. Please note that we do not cover these.
How is shipping and how long does shipping take?
We ship all our jewelry with UPS, Fedex or DHL Express.
Within Germany, the goods will be delivered within 4-5 weeks, and for deliveries abroad within 4-6 weeks after conclusion of the contract.
Which countries do you ship to?
By default, we ship within the EU and to the UK, Norway, Switzerland, Liechtenstein and Monaco. If you want to order outside of the countries mentioned, do not hesitate to contact us! We will definitely find a solution!
How can I track my delivery?
As soon as your order is on the way, you will receive an email from us with the tracking number to track your delivery. Additionally, you can track your orders by simply logging into your account on our website.
Taxes and customs?
Orders within the EU are tax-free.
Please note that international orders may be subject to import duties and taxes upon arrival in the destination country. Unfortunately, we at ILIKOEZ are unable to cover or refund these potential additional costs as these fees vary from country to country. We recommend that you contact your local customs office before ordering to obtain detailed information on the costs that may apply. This way you are well informed and there are no unexpected surprises.
Returns and Refunds
How can I return or exchange my order?
From the receipt of the goods you have the option to declare the cancellation within 14 days and then return the goods.
We will be happy to provide you with the insured return label. Please contact us by email at care@ilikoez.com to receive the return label.
Please note that the return shipping costs will be deducted from the purchase price and are non-refundable.
Shipping options:
You are welcome to use a different shipping service provider. Please note that since jewelry is classified as Class II, many shipping service providers only allow shipping of this type of goods up to a certain value. When returning the goods, make sure that the shipping service provider ships the goods properly. Otherwise, feel free to use the return label we provide.
Please note, however, that personalized jewelry or jewelry with individual engraving cannot be returned.
How long does my return policy last?
You have 14 days from receipt of the goods to declare your cancellation and then return the goods. Please note that personalized jewelry and jewelry with individual engraving cannot be returned.
When and how will the refund be made?
After checking the returned items, we will refund the purchase amount to the payment method you used when purchasing within 10 working days.
If you paid with Klarna, please remember to pause your invoice to avoid possible reminder fees. As soon as we receive your return, we will update the invoice amount or refund the total amount if you have sent all items in your order back to us.
Payment
Which payment method can be used to pay?
You can use the following payment methods with us:
KLARNA: Purchase on account, installment purchase, pay now or later, credit card
Credit card: Visa, MasterCard, Maestro and American Express
Apple Pay
PayPal
Google Pay
Bancontact
EPS
ideal
When completing your order, you have the option to select your preferred payment method. Payment options may vary depending on the country.
Is it possible to buy on account?
We offer you the option of purchasing on account through our collaboration with the payment service provider KLARNA. KLARNA has its own internal guidelines that must be met before an order is released. Once all steps have been successfully completed, your order will be released in our system. Please note that this payment method can only be used by fully legally competent private individuals.
How does an installment purchase work?
Purchasing in installments is possible by selecting the payment service provider “Payment in installments with KLARNA” in the checkout process. This service provider has its own internal conditions for releasing an order. Various terms are then available for payment in installments. If all steps have been completed successfully, your order will be released in our system. A purchase on installments can only be carried out by private individuals with full legal capacity.