Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or submit a withdrawal.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with the original warranty tags attached, and in its original packaging (including boxes and pouches). You’ll also need the receipt or proof of purchase.

How to Submit a Return or Withdrawal

  • For European Union Customers (Right of Withdrawal): Under EU consumer protection law (Directive 2023/2673), you have the right to withdraw from your purchase within 14 days without giving any reason. Please use our [Online Withdrawal Form / Withdraw Order Button] to submit your request instantly. You do not need to be logged in to complete this process. After submitting, you will receive an automatic confirmation by email with further instructions.

  • For International / Non-EU Customers: You can initiate your standard return by contacting us at support@dermomento.com.

Please note that all returned goods must be sent to the following address: 

derMomentø
Stockheimer Weg 8
64569 Nauheim
Germany

European Union 14-Day Right of Withdrawal (Detailed Terms)

If your merchandise is being shipped into the European Union, the following statutory terms apply in accordance with Directive 2023/2673:

  • Withdrawal Period: The 14-day withdrawal period begins on the day you (or a third party designated by you, other than the carrier) physically receive the goods. If you ordered multiple items in one order that are delivered separately, the period begins on the day you receive the last item.

  • Return Shipping: Please return the goods to us without undue delay and no later than 14 days after submitting your withdrawal request.

  • Shipping Costs: Return shipping costs are borne by the customer unless the goods are faulty, defective, or incorrectly delivered.

Exempt Products & Non-Returnable Items

Please note that due to health, hygiene, and the bespoke nature of our jewelry, the following products are strictly NOT eligible for the 14-day right of return or withdrawal:

  • Pierced Earrings: Excluded for health and hygiene reasons, as these items cannot be returned once the sealed packaging has been opened after delivery.

  • Made-to-Order & Individually Crafted Jewelry: Items crafted according to your individual specifications or clearly personalised.

  • Tampered Tags: Any items where the original security/warranty tag has been cut, removed, or altered.

  • Gift Cards: Unfortunately, we cannot accept returns on gift cards.

If you are unsure whether your item is eligible for a return, please contact us at support@dermomento.com before submitting your request.

(Note on Sale Items: Under EU regulations, regular on-sale products purchased online remain eligible for the standard 14-day withdrawal period, provided they do not fall under the specific exemptions listed above, such as opened earrings or custom items).

Damages and Issues

Please inspect your order upon reception and contact us immediately at support@dermomento.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

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

Refunds & Reimbursements

Once we receive your withdrawal request or standard return, we will process it promptly.

  • Timeline: You will receive a full refund within 14 days of us receiving the returned goods or viable proof of return shipment, whichever comes first.

  • Payment Method: The refund will be automatically issued via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account too.

  • If you have any questions about the withdrawal process or if more than 14 days have passed since submitting your valid return, please contact us at support@dermomento.com.