Question 1

HOW LONG DOES DELIVERY TAKE?

Accepted Answer

Once your order is packed and ready, it can be delivered within:Norway: 4-7 business days via Posten or PostNord, or 1-3 business days via DHL Express. International: All international shipments are delivered via DHL Express On Demand Climate Neutral delivery and will take 2-5 days depending on your location. In cases where we suspect delays, we will contact you right away. Please read our shipping policy for more information regarding our delivery timelines.

Question 2

DO YOU SHIP INTERNATIONALLY?

Accepted Answer

Yes we do! We ship to over 45 countries, and all international shipments are delivered via DHL Express On Demand Climate Neutral delivery. It will take 1-3 days depending on your location. To understand more about our shipping locations and subsequent rates, please read our shipping policy.

Question 3

DO YOU ACCEPT RETURNS?

Accepted Answer

We accept returns within 14 days of you receiving your order. ​Please note that returns are not free and the relevant cost of postage will be deducted from your refund. Please read our shipping & returns policy for more information.

Question 4

CAN I CANCEL OR CHANGE MY ORDER?

Accepted Answer

Sorry. Unfortunately you cannot cancel your order once the payment has been processed. If there are any changes we can make without an impact on price, we will do so. Please get in touch with us within 3 hours of placing your order for any requested changes.

Question 5

DO YOU OFFER A WARRANTY? WHAT CAN I DO IF MY PRODUCT GETS DAMAGED?

Accepted Answer

We offer 1 year warranty on all sterling silver jewelry and 5 year warranty on gold jewelry. If it is a manufacturing defect, we will replace/fix your piece for free. We ask that any immediately visible issues are reported within 7 calendar days of delivery where reasonably possible. Normal wear, accidental damage, inappropriate care and damage caused by third-party work are not covered. Post-warranty, we are still happy to assist with repairs and aftercare wherever possible.
Please read our Warranty Policy for full coverage, exclusions and claim information.

Question 6

DO YOU HAVE A PHYSICAL STORE? HOW CAN I SEE THE JEWELRY BEFORE BUYING?

Accepted Answer

Right now we are only online based. We hope to open our own store in the future. If you wish to see our pieces in person, we can gladly arrange a meet up - at your residence or a coffee shop! Get in touch via gayara@kollectivet.com

Question 7

WHAT PACKAGING IS PROVIDED WITH MY ORDER?

Accepted Answer

Your sterling silver jewelry comes in a recyclable jewelry box together with a microfiber pouch to store your treasured jewels. We recommend that you store your jewelry in the provided pouch/box when not in use. If storing in the pouch, we recommend to store each earring separated (pouch has a divider) for better protection from scratches. Your gold and platinum jewelry (bespoke orders) will come in a beautiful keepsake walnut wood box.

Question 8

CAN I HAVE MY ORDER GIFT-WRAPPED?

Accepted Answer

Getting someone something special? We are here for you! Our complimentary gift wrap service includes a little extra special love on the packaging, complete with a personalised note from you. Get in touch via gayara@kollectivet.com and we will take care of the rest!

Question 9

WHAT PAYMENT METHODS DO YOU ACCEPT?

Accepted Answer

Website Purchases :For purchases made directly through our website, we accept major credit and debit cards, including Visa, Mastercard and American Express, as well as PayPal, Vipps and Klarna.
Bespoke & Custom Orders : Bespoke orders are paid via invoice and bank transfer. PayPal is not available for bespoke orders.
Klarna may be available for selected bespoke orders upon request and is assessed on a case-by-case basis. Please contact us before placing your order if you would like to explore this option.
All payments are processed in Norwegian Kroner (NOK). Prices displayed in other currencies on our website are approximate conversions for reference only. The final amount charged in your local currency may vary depending on your bank or payment provider's exchange rate.

Question 10

WHERE ARE THE GEMSTONES FROM?

Accepted Answer

Our jewelry partners and goldsmiths predominantly source gemstones from Sri Lanka - also known as the 'Gem Island'. Sri Lanka's mineral rich soils have been yielding a never ending supply of high quality precious and semi-precious gemstones. Marco Polo wrote that the island had the best sapphires, topazes, amethysts, and other gems in the world! We do have a few exceptions: Emeralds are sourced from Colombia or Zambia, while Lab Diamonds are sourced from India.

Question 11

HOW DO I KNOW IF THE GEMSTONES ARE REAL AND AUTHENTIC?

Accepted Answer

All our jewelry partners certify the sourced gemstones by a third party laboratory independent from the transaction to ensure authenticity of the stones. Certificates are issued by leading third-party gemstone grading organisations such as PGT Labs, London Gem Lab and National Gem and Jewellery Authority of Sri Lanka (NGJA).
 
All custom/bespoke orders and made-to-order jewelry comes with its own gemstone certification. For jewelry listed on the website, it will be stated in the product description if a gemstone authenticity certificate will be provided along with the item.

Question 12

THE ITEM I WANT IS SOLD OUT. WHAT CAN I DO?

Accepted Answer

Is something you like sold out? Don't worry! Get in touch with us and we can make another for you!
 
Please note: Each piece of jewelry is handcrafted and each gemstone sourced is unique. That is how we ensure your very own special piece. Nonetheless, we will strive to remake any piece you love that is sold out.

FAQs

Everything to Know Before You Begin

What can kind of jewelry do you custom make?

How long will it take to create a custom made piece?

Where are you located? Where is the jewelry made?

How is the jewelry designed?

Will my finished jewelry look exactly like the CAD design?

When will I see a design?

Is custom jewelry more expensive?

How much is my custom piece going to cost?

I wish to cancel my custom order. Is this possible?

Where do your gemstones come from? Are they conflict-free?

Will matched natural gemstones be exactly the same in colour and appearance?

Do you provide certification for the gemstones?

Do you have a gem inventory to browse?

Do you offer lab-created gems and diamonds?

Do you offer engraving on bespoke jewelry?

My ring doesn't fit well. Do you offer free resizing?

Do you offer a warranty?

Do you ship internationally? What about duties and taxes?

Do you provide a proposal-ready ring box?

Will my custom jewelry be featured on your website or social media?

Shopping from our website? This FAQ covers everything you need to know about purchasing directly from our online store. Looking for information about our custom jewelry service instead? Please visit our Bespoke FAQs.