FAQ - Frequently Asked Questions

What are the bank details?

So that we can allocate your payment correctly, we ask you to always state your full name or invoice number. Our bank details are:

Payee: Melisa Gold GmbH
IBAN: DE32 3705 0198 1935 6044 78
BIC: COLSDE33XXX

Transfer – I have transferred money; when will my goods be shipped?

Depending on your bank, it can usually take 1-2 business days for your payment to reach us. After receipt of payment and availability, your goods will be dispatched within 1-4 business days.

Payment – ​​How can I pay?

We accept PayPal, direct bank transfer, credit card, advance payment or cash on pickup.

Forgotten purpose of payment – ​​What happens if I forget the purpose of payment?

As long as your name in the transfer is the same as the name on your order, this is not a problem. If the transfer is made from an account with a different last name, please inform us by email.

Shipping – How long does shipping take?

The shipping time is usually 1-4 working days, depending on the country. Please note that in exceptional cases such as holidays, illness or staff shortages the shipping time may vary.

Insured shipping - Is the shipping insured?

We only ship our goods insured. With the shipping confirmation you will receive a tracking number with which you can track your order at any time.

Do you also ship to other countries?

Yes, we ship to Germany, Austria, the Netherlands, France, Luxembourg and Switzerland.

Do I have a right of return?

Unworn and undamaged items can be exchanged or returned within 14 days. The delivery date is decisive. Important: Custom-made items, personalized items (e.g. with name, date or initials) and earrings cannot be exchanged or returned.

Do you also offer custom-made jewelry?

Our goldsmiths look forward to new challenges and create custom pieces according to your wishes. Please write to us with the necessary information (e.g. ring size, length, model, carat, etc.) and we will create your dream piece of jewelry!

How can I return goods and who bears the costs?

You can return the products to us with a note stating your order number and your request. The customer will be responsible for the return shipping costs.

Do you offer a return or exchange period for gold products?

Yes, we offer a 14-day return policy for our gold products. However, please note that returns are only possible for unused and undamaged items. Since the value and condition of gold can be greatly affected by use and external influences, we must ensure that the product is returned in new condition. Items that have already been worn or altered cannot be returned.

If you are considering a return, please contact our customer service in advance.

The color of the product I purchased has changed or the product is discoloring. What can I do?

Normally this should not happen with our products. However, please note that improper use, such as contact with chemical substances (e.g. cleaning products), may cause the product to fade or change color. It is therefore important to treat the product with care.

If the product is damaged due to a manufacturing defect, please contact us within 14 days of receiving the goods so that we can assist you.

When will the refund be made?

Refunds will be processed after we receive and inspect the returned items. Returns usually take 1-4 business days to process.

Is there a guarantee against breakages?

Unfortunately we do not offer a guarantee against breakages, but if repair is possible we will be happy to repair your items. The repair costs are borne by the customer. Please contact us by email.