- Do you deliver products internationally?

Unfortunately, we are not yet able to offer worldwide shipping for orders placed on our website. At the moment, we offer delivery to EU countries and the USA only. However, we are actively working on resolving taxation and logistical issues, so worldwide shipping will be available soon! 😊

In the meantime, you can find some of our other products on Etsy, where we offer global shipping. Just search for our store on Etsy to place an order as "customisation inquiry" with international delivery.

- Do you offer delivery to all European countries?

Due to customs restrictions, we currently only offer delivery to EU countries for orders placed via our website. However, you can find some of our products on Etsy, where you can place an order using a "customisation inquiry" for delivery to your country.

- To which EU countries do you deliver?

Currently, we offer delivery to the following EU countries:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

- How do I know if you ship to my country?

If you are in doubt whether we ship to your country, please contact us and we will inform you.

- What is the estimated shipping time?

Please note that all orders require a processing time of 2 to 5 working days before they are dispatched from our warehouse. This processing time is necessary to ensure that your order is carefully picked, packed, and prepared for shipment.

Once your order has been dispatched, it usually takes 2 to15 working days for your order to arrive. It is subject to change depending on the locations of our different warehouses and the destination country. Please note that shipping times are subject to change depending on various factors such as weather conditions, public holidays, customs processing times, and other logistical factors beyond our control.

- How long does Pre-Order / Made to Order normally take?

If you have Pre-Ordered goods, please be aware that it might take up to 2 weeks before your order is dispatched. This is because Pre-Ordered goods are not yet in stock and need to be specially ordered from our suppliers.

Similarly, for Made-to-Order goods, it takes up to 10 working days before they are dispatched, as they are crafted specifically for you.

We appreciate your patience and understanding in these matters.

- Can I track the progress of my order?

Of course! We do our best to keep you informed about the status of your order every step of the way. Once your order has been dispatched, you will receive a tracking number that you can use to track your package online. If your order hasn't arrived in the estimated delivery times, please send us an E-mail to support@dermomento.com or feel free to send us a message here and we will get back to you within 24 hours. 

- Is VAT / IVA / TAX applied to all the orders?

Due to the tax exemption rules for small business (Kleinstunternehmen) in Germany, all prices listed on the website are VAT / IVA / TAX-free (without German VAT 19%).

Please note that you will be responsible for all duties and taxes incurred in the country of destination when the orders are delivered outside the EU. 

- Do I have to pay custom fees?

Yes, you may have to pay customs or import duties and tax charges once your international order reaches its destination country outside of the EU, as these charges are payable by the customer and we do not currently cover this cost. 

However, the prices listed for our products are already TAX-free.

The tax fees and charges incurred according to the destination of the order will be calculated and displayed at checkout.

 - What's the process for Pre-Order / Made-to-Order?

Pre-Ordered goods are not yet in (or back in) stock and need to be specially ordered from our suppliers. If you have Pre-Ordered goods, please be aware that it may take up to 2 weeks before your order is dispatched.

Similarly, for Made-to-Order goods, it takes up to 10 working days before they are dispatched, as they are crafted specifically for you.

We appreciate your patience and understanding in these matters.

- Is it possible to cancel my order?

Yes, but only within 2 hours after placing the order. Please send an E-mail to support@dermomento.com ASAP, we would cancel your order and issue you a full refund. Unfortunately, it is not possible to cancel the order after 2 hours as our warehouse will have processed the order.

- Ops, I put a wrong address by mistake, what can I do?

If you have misspelled or auto-filled your address incorrectly, please send us an Email ASAP and provide your new address. No changes can be made after 24 hours of placing an order.

- My item arrived damaged!

For returns due to quality/damaged issues, please, before returning the product yourself, kindly send an email within 48 hours after receiving it to support@dermomento.com and provide:

- Your order number 

- A picture of the damaged product

Once your return is received, we are going to send out another free of change. Please note that we are not responsible for any returns that have not been previously reported to us.

- Can I return my order?

Yes, if you don't like your jewels, we have 14-day Return Policy. Your item must be in the same condition that you received it, unworn or unused, with the warranty tag, and in its original packaging. 

The following exceptions apply:

- Due to hygiene-related and reselling reasons, all pierced earrings, personalized, and made-to-order products may not be returned.

- On sale items are not eligible for exchanges and returns.

- Any return or exchange without the warranty tag will not be accepted.

Please note that for any returns other than quality/damaged issues, you will be responsible for your own shipping costs.

- What if the jewellery is not the right size, can I exchange?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

- I'm a customer from outside the EU, can I return the goods?

The return postage as well as possible taxes and duties will be assumed by the client. Otherwise, it will be returned to the sender and the return request will be refused.

 For more info you can also check our Refund Policy

Can’t find the answer you’re looking for? Feel free to contact us at support@dermomento.com and we will get back to you as soon as possible.