Support

Shipping

Where do you ship to and what are the shipping costs and delivery times?

We ship worldwide, the costs and delivery times per country can be here. For the Netherlands, Belgium & Germany we offer mailbox packages for €3.95 and free shipping above €75. Ordered today, delivered tomorrow.

Can I adjust my order after I’ve placed it?

When you place an order and pay for it, it’s final. You can’t make any changes after that. Always double check your cart! You receive a confirmation email in your mailbox.

I received the wrong item. Now what?

Oops, that’s not supposed to happen! If you receive a wrong item, you can send an email. We will solve it and take care of sending you the right item!

How does a pre-order work?

Sometimes an item is not in stock immediately but we’ve already ordered it in Bali and our silversmiths are creating it by hand. You can pre-order the item and when it’s back in stock you will be the first one to receive it. This will take about 4 weeks max. We keep you posted about the status.

Where can I check the status of my package?

You can find the status of your package with the tracking code in the email with your shipping confirmation.

Do I have to stay home to receive my package?

You don't have to stay at home for a mailbox package. For parcel delivery, you do.

What are the payment methods I can pay with? Can I pay afterwards?

You can pay directly with iDeal, Paypal, credit card and a gift card. You can pay afterwards with Klarna.

Returns

What is your return policy?

If you are not happy with your purchase, you can return the items in their original packaging within 14 days after purchase. Earrings can’t be returned due to hygiene reasons. Please follow our return policy on how to return your items.

My item is broken. Do I have warranty?

Flawed offers a warranty period of 2 months after purchase. All our jewelry is handmade in Bali and some designs are more delicate than others. We ask you to handle it with care. If your item breaks, please contact us by chat or email with a picture of the broken item and your order number. Read more about our warranty.

Do I pay return costs?

The return costs are yours to pay. We advise you to send your return with a track & trace. The package is your responsibility until it reaches our warehouse!

Materials

What material is your jewelry made of?

Every piece of jewelry is handmade and made of the best quality.

We use the following materials:

Earrings: 925 Sterling Silver or 925 Sterling Silver with 14K Gold Plating
Necklaces: 925 Sterling Silver or 925 Sterling Silver with 14K Gold Plating
Pendants: 925 Sterling Silver or 925 Sterling Silver with 14K Gold Plating
Rings: 925 Sterling Silver or Brass with 14K Gold Plating and an extra coating to prevent rings from damages.

Using brass for our gold plated ring is a conscious choice. When the gold plating gets thinner, you will nearly see it because brass is also gold-coloured. Please note: in rare cases brass can have a green effect on your finger. This depends on the PH level of your skin.

What is the quality of the gold plating?

Our Gold Plated jewelry is plated with 14K micron with an extra protective coating to protect the jewelry. When you don’t scratch your jewelry (especially rings), this remains pretty. We advise you not to shower, exercise etc. with your rings to keep the colour beautiful for as long as possible. Read more about jewelry care.

Which stones do you use in your jewelry?

The stones we use in our jewelry are Smokey Quartz, Black Onyx, Opal, Emerald, Topaz, Jade, Garnet, Moonstone, Peach Moonstone, Coral, Lapiz Lazuli, Black Synthetic Diamond and White Synthetic Diamond.

We also use resin (harsh) in our necklaces, rings and earrings: Grapefruit Drop Necklace and Ivory Drop Hoop.

Care

Can I shower with my jewelry?

We advise our customers to take their jewelry of while showering. Every piece of jewelry, even pure gold, will remain the most beautiful this way. Especially Gold Plated jewelry is sensitive, because the layer of gold will get affected by water (and soap).

How can I take care of my jewelry?

We advise our customers to take their jewelry off while sleeping, swimming and during exercises. Chlorine and sweat can have a negative effect on your jewelry. Also, take your jewelry off when you put lotion on or spray on your favourite perfume! Keep your jewelry safe in a closed box so it’s protected against humidity. Read more about this on our care page.

How can I clean my silver jewelry?

There are different ways to clean your 925 Sterling Silver jewelry. You can use a special silver polishing cloth, silver polishing you can buy at Lucardi or with Dreft, hot water and a soft toothbrush. Immerse your jewelry in the water with soap and softly brush it with the toothbrush. Your jewelry will look as shiny as before!

Note: this only applies to silver jewelry.

Sustainability

What does sustainability mean to Flawed?

We don’t do mass production. Producing Slow & Fair is the only way for us to let the crowded fashion world hear our voice. We try to make our customers aware of the process their jewelry is going through. Read more about it here.

What are you doing to reduce your impact?

To reduce our impact on the world we do different things. Shipments from Bali are only send once a month and we reuse our packing materials as much as possible. Besides that we recycle old and broken jewelry. We let it melt and reuse it in our new collections.

Where is your jewelry made?

All our jewelry is handmade in Bali by the best silversmiths of the island. These are local families that work together. There are no factories involved by making our jewelry. Do you want to see the faces of the people who makes your items? Read all about it here.

Are you using recycled silver?

Yes, we use recycled silver that is manufactured in Indonesia. We collect broken items and save them so we can take them to Bali and reuse it in our new collections.

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