complaint

Did you receive damaged or incorrect goods?

We are very sorry about that! Please contact our customer service directly so that we can resolve the issue quickly. Send us a photo of the damaged or faulty item and your order number. Our team will find a solution quickly.

Warranty claim:

We offer a two-year guarantee for our Wolkencharme products. During this period, we will remedy any defects due to faulty materials or workmanship free of charge.

The warranty does not cover the following cases:

  • Damage caused by improper handling or neglect.
  • Defects caused by improper repairs or modifications to the product.
  • Natural materials that may differ from the images due to their natural properties.
  • Contamination on the product is also not considered a warranty claim.

Defects reported after 14 days of receipt of the goods can only be replaced with a voucher for the purchase price of the jewelry. Within the first 14 days, we will offer either a refund or, if available, a replacement item.

Did your package arrive damaged or are parts of your order missing?

If your package is damaged upon delivery and items are missing, please report this directly to DHL within 7 working days of receipt. To report the damage, fill out the DHL damage form and bring the package together with the completed form to a DHL branch. Send us a copy of the damage report by email to info@wolkencharme.de so that we can quickly check the matter and, if possible, arrange for a replacement.