Support

Shipping & Returns

Answers to questions about shipping and returns.

Where do you ship and what does it cost?

We ship worldwide. Netherlands & Belgium €4.95, Germany & most EU countries €6.95 (free over €75). Other Europe €12.95 (free over €120). Rest of world €19.95 (free over €150). Full details on our shipping page.

How long does delivery take?

The Netherlands usually next working day. Europe 1–3 working days. Outside Europe 3–10 working days. You’ll receive a shipment confirmation with tracking via email.

What is your refund policy?

You can return unworn items in their original packaging within 14 days of receipt. Simply register your return through our return portal. Full details are on our refund policy.

Where’s my discount code after signing up?

The code is usually sent within a few minutes, but it may take a bit longer. Didn’t receive it? Check your spam folder. Still nothing? Let us know and we’ll help you out.

Didn’t receive your confirmation email?

There may have been a typo in your email address. Send us a quick message via email or the contact form at the bottom of this page and we’ll correct it so you receive the email.

What should I do if I received the wrong item?

Send us a message with a photo of the incorrect item and the barcode on the packaging. You’ll receive a free return label, and we’ll make sure the correct item is sent to you quickly.

What should I do if I get a defective item?

Send us a message with a clear photo of the defect. We’ll send you a replacement and inform you whether the original item should be returned or may be kept.

My return arrived, but I haven’t heard back yet?

Yes, that’s possible. We process refunds within 14 days of receiving your return. You’ll get an automatic confirmation once it’s been processed. Has it been longer? Feel free to reach out to us.

Why did I receive a smaller refund?

That happens when your return lowers your order total below the free shipping threshold. In that case, shipping costs are deducted from your refund. You can find more info on our refund policy.

Care & Warranty

Answers to questions about care and warranty.

How do I care for my jewellery?

Remove before sleeping, swimming, or exercising. Store dry and dust-free in original packaging. They’ll stay beautiful longer. More tips on our care page.

Can I shower with my jewellery?

We advise against it. Water dulls the shine. Store them dry in their packaging. More tips on the care page.

What is your warranty policy?

We only deliver jewellery of the highest quality. That’s why you receive a 1-year warranty from the date of purchase. Something wrong with your piece? You’re entitled to one free repair or replacement. If the original item is out of stock, you can choose another piece of equal or lower value.

For all details, check our warranty page.

Materials

Answers to questions about materials.

What materials are your jewelry made from?

We use recycled 925 sterling silver and conflict-free gold. Many pieces feature Gold Vermeil Plus®, offering plating up to 6× longer than standard. Plating thickness varies by type—rings need more than earrings. See product page for specifics.

What is the quality of the gold plating?

We’ve invested a lot of time in developing Gold Vermeil Plus® – a high-quality, durable gold plating that remains affordable. Depending on the type of piece, we adjust the thickness of the plating; for example, rings need a thicker layer than pendants. Exact specifications can be found on the product page. On average, our plating is up to 6 times better than the industry standard.

Do you use recycled materials?

Where possible, we use recycled materials in our production process. We’re also working on a new program that allows you to return your old silver or gold jewellery in exchange for a discount voucher.

Responsibility

Answers to questions about sustainability.

What does sustainability mean for Flawed?

We reduce our impact by creating timeless jewelry made from conflict-free gold and recycled silver. Our Gold Vermeil Plus® extends both durability and recyclability. We also give back each year to the Balinese communities who handcraft our pieces. Follow our journey here.

What do you do to reduce your impact on the planet?

We do everything we can to limit our ecological footprint. We ship our products only once a month from Bali to avoid unnecessary emissions. We work exclusively with certified conflict-free gold and recycled silver. Our packaging is reusable and recyclable – consciously free of single-use plastic.

How is the jewelry made?

Our jewelry is locally crafted in Bali by small-scale artisans in family-run ateliers. We believe in giving back to the communities where our pieces originate and in creating unique jewellery that belongs in fashion. Support us in championing slow & fair fashion.