FAQ's

:: a b o u t   S ö m m e r   J e w e l r y ::

Where are your jewelry designed/studio based?
All Sömmer jewels are designed and made in Ericeira, Portugal.  

Where can I purchase Sömmer jewelry?
Sömmer is available at sommerjewelry.cominstagram.com/sommerjewelry and in partner stores

Which materials do you use?
Sömmer jewelry is made of white porcelain, finished with gloss glaze and handpainted with 24k gold luster.

About the chains. Will the gold color last forever?
Similarly to all other jewelry, color lasting will depend on its maintenance. Our chains and findings are 18k gold plated, a treatment that will fade over the years by the contact with your skin, clothes, household products, perfume and hairspray. 
If you desire your chain color to last, please take proper care and read our advices at product care.

 

:: o r d e r s   &   p a y m e n t s ::

What payment methods do you accept?
Visa, MasterCard, American Express, and PayPal. 

What currency do you charge in?
Euro (€).

Why is my card being declined when I try to place an order?
We recommend you contact the card issuer.

How do I use a promo code?
Enter the promo code at the checkout in the box provided. Only one promo code will work per transaction.

Can I cancel or modify my order before it ships?
Yes. Please email us at orders@sommerjewelry.com to cancel or modify your order before it ships. Order changes or cancellations can only be accepted if your order has not already been dispatched. 

What if the item I received is damaged or faulty?
Please send us an email immediately to orders@sommerjewelry.com. As our entire process is hand made, our pieces might present some variations. However, if this is not the case, we will happily replace a damaged item or re-ship an item if you received something incorrectly.

I want to exchange or return my order, is that possible?
You have 14 days to exchange or return your order. For orders received incorrectly or damaged, we will offer to replace your order free of charge. For other cases, we will refund you in the form of store credits, except the shipping costs, once the items are returned and received at our studio. Upon receiving your return, we will conduct an inspection of the item and refund will depend on the outcome. 

If I mail a return, when will I be refunded?
Upon receiving your return, it can take up to 7 days for the refund to be issued, while we complete the inspection of the returned product. Refund will be issued in the form of store credits via a promotion code.

What is the cost to return or exchange an item?
If your product is faulty, or if the wrong product has been received, Sömmer will include the cost of the return on the refund credit. The shipping price is at the cost of the purchaser for all other exchanges.

What do I have to do to exchange or return my order?
. prepare the invoice or a paper with your name and order number.  
. make sure your Sömmer jewelry is properly packed in our packaging.
. to return your order to our studio, we recommend you use a tracking option as we are not responsible for lost items. 
. after we receive your return, we will inspect the product and issue the refund as applicable.
. the returned items must be shipped within 14 days of order receipt and arrive at our studio in Ericeira within 30 days of being shipped
.  if you're based outside European Union: at the post offices, on the outside of the package at the customs declaration, clarify that it is a return and value is 0 euros (if you don’t do this we may never receive the package and can not make the refund).  

 

:: s h i p p i n g   i n f o r m a t i o n ::

Do you ship worldwide?
Yes, we do ship worldwide.

How will I know when my order has shipped?
You will receive an order confirmation and tracking email from us when your item has been shipped.

When will my order arrive?
Delivery is done via Postal Service, with a tracking number. The average transit times are as follows, but can take longer during busy periods: Europe . 3-5 business days   |   International . 7-10 business days   |   Australia & New Zealand . 25-30 business days.

Will I have to pay any duties on top of my order?
We are not responsible for any taxes or duties that may be incurred on International orders. However, no charges or customs will be applied to orders delivered to countries within the European Union.  

My item is lost in the mail, what should I do?
We are not responsible for items that are lost or damaged during shipping. We are also not responsible for your order if you enter the wrong shipping address. Please email us immediately to orders@sommerjewelry.com if you entered incorrect information. We will update your order if it has not been shipped yet.  

What if my package was returned to sender?
If your package is returned to our studio you will be responsible for paying for the package to be sent again.

What if I refuse to pick-up or accept the order?
If you choose to refuse your order package, you will be responsible for any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to our Spanish address. This amount will be deducted from your merchandise refund. 

I made an order, but I don't know where it is?
Please, check the regular times to delivery. Only after that time we can really assist you, please send us an email to orders@sommerjewelry.com