Customer service
Frequently asked questions
Ordering, delivery, returns and sizes - the answers we are asked for most often.
Ordering
How do I place an order?
Choose a piece, pick the plating and stone if the piece offers a choice, and add it to the shopping bag. You can carry on browsing; nothing is bought until you go to the bag and complete the checkout.
The checkout asks for the delivery address and the way you would like to pay, and shows the delivery cost and the VAT before you confirm.
How do I know my order has been successfully placed?
After receiving your order we will send you an automatic confirmation e-mail that also contains information about your order number, payment method, shopping cart, as well as invoicing and delivery address.
Every order is also listed in your account, with its receipt.
Can I change or cancel an order?
Orders go to the warehouse automatically, so once one is placed we cannot change the items or the delivery address. Write to us straight away and we will tell you whether the parcel can still be stopped.
You can also simply send the order back within 14 days of receiving it.
Can I order by telephone?
We take orders through the online shop only. If something goes wrong while you are ordering, call us and we will help you through it.
Payment and prices
How can I pay?
By card or online banking through Stripe, with your PayPal account, or by bank transfer in advance.
Do the prices include VAT?
Yes. Every price on this site includes VAT. The rate depends on the country the order goes to, and the checkout shows it separately before you pay, together with the delivery cost.
Orders leaving the European Union may attract customs duty and import VAT in the destination country, which are payable by the recipient.
Do you sell gift vouchers?
Not through the shop yet. Write to us and we will arrange one for you.
Delivery and returns
How much is delivery and how long does it take?
Rest of Europe: 2 – 10 working days
Free delivery: Austria & Germany from €40, other EU countries from €100.
Can I return a product after I received it?
Yes, within 14 days of receiving it and without giving a reason, as long as the piece comes back unworn and undamaged. Tell us first, then send it to:
Westa GmbH, Gewerbepark Süd 24, 6068 Mils, Austria
We refund what you paid, including the standard delivery you paid on the way out, within 14 days of being told. The cost of sending it back is yours.
My parcel has not arrived. What now?
Check whether a neighbour accepted it and whether a delivery card is in your letterbox. If it still cannot be found, write to us with your order number and we will chase the carrier.
Sizes and care
Which ring size do I need?
The ring size can be determined by ring diameter or ring circumference.
Ring diameter: Use a ruler to measure the inside diameter of a matching ring. If you do not have a ring available, then determine the size with the help of the ring circumference.
Ring circumference: Take a piece of thread and wrap this thread around the relevant finger. After loosening the thread measure the length of the thread. Depending on the time and temperature, the finger circumference varies.
How long are your necklaces?
The length of each chain is given on its own product page, under the description. Most of our necklaces have an extension chain so the length can be adjusted.
How should I look after my jewellery?
Keep it away from water, perfume and cleaning products, put it on last when you dress, and store each piece separately.
Still looking for an answer?
Write to [email protected] or call +43 5223 4188126. We answer within one working day.