When will my parcel be dispatched/how long before I receive my parcel?
Your order will be processed and dispatched within 24 hours. You should receive your parcel within 2 working days.
My parcel has not arrived. What do I do?
If you have not received your parcel within 3 days of your purchase, please do not hesitate to contact our customer service team at firstname.lastname@example.org. They will be able to answer questions you may have, as well as track your order.
What happens if I forget to collect my parcel?
If you forget to collect your parcel it will automatically be returned to us. Non-collected parcels will be refunded once received.
I have received a product different from what I ordered/there is a product missing from my order.
Should your parcel contain a different product from what you ordered or is it missing a product, please contact customer service as quickly as possible and they will do their best to find a solution to your specific problem.
Can I cancel my order?
If you wish to cancel your order, please contact customer service as quickly as possible. It is not possible to cancel already dispatched orders.
What is your return policy?
www.bybiehl.com offers a 30-day return policy starting from the day of purchase. If you do not wish to keep your parcel, it should be dispatched in unused condition and original packaging within the 30-day time period.
Extended return policy
Generally, we only offer an extended return policy during christmas. Exceptions can be made in extreme cases. Every case is different so please contact customer service if you believe yours qualify as an extreme case.
Can I exchange my jewelry to another product?
Generally, we cannot exchange products. Instead, we encourage you to make a return and place a new order on our webshop. The money will be credited once we receive your return.
Is it possible to exchange a product bought on bybiehl.com at one of your retailers?
Generally, it is not possible to exchange products bought on bybiehl.com at a retailer. In some cases the retailer will gladly do the exchange but it is purely up to the specific retailer.
I regret my purchase. How do I return my order?
You return your order by sending it unused and in original packaging to:
Please remember to add the invoice. It is not possible to personally deliver the parcel at the above address.
I wish to return my order but I have exceeded the 30 day return policy. What do I do?
After 30 days we no longer offer a monetary refund. We can, however, offer a gift certificate to be used on our webshop. Should this be of relevance, please contact our customer service.
Is it possible to get the money credited to a specific credit card?
In the case of refunds the money will be credited to the card used for the transaction. Unfortunately, it is not possible for us to choose a specific credit card to which the money is credited.
How long will it take to process my return?
Generally, our processing time is between 2-5 working days. You will be contacted once your return has been processed.
When will I receive a refund?
You should be able to see the refund in your bank account within 1-5 working days. If this is not the case, please contact your bank.
My jewelry is broken. What do I do?
If your jewelry breaks, please send it to:
Remember to enclose your invoice.
Please note that we reserve the right to refuse claims sent to us without an original proof of purchase.
How is my claim being processed?
Each claim is being assessed individually. We do not accept claims with clear signs of misuse.
Furthermore, please be aware of the fact that there is no guarantee on gold pleated jewelry where the coating is faded.
How long will it take to process my claim?
Your claim should be processed 5 working days after we have received your parcel.
Please note that longer processing time may occur during busy periods like Christmas.
At what times can I contact customer service?
Our customer service can be contacted by mail and phone:
mon-thurs: 09:00-17:00 (9am-5pm)
fri: 09:00-16:00 (9am-4pm)