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Welcome to Lyric's Jewelry!

Wir möchten uns bei Ihnen für Ihr Vertrauen bedanken. Frohe Weihnachten und einen guten Rutsch!

Q & A

IMPORTANT INFORMATION ABOUT COVID-19

The health and safety of our employees and customers is our top priority!
hygiene measures in our department stores
The highest hygiene standards apply in our department stores. This also applies to your package and the products you have ordered. So you can always order carefree from us.

Hygiene measures during delivery
Our shipping partners also comply with the officially prescribed health and hygiene standards and safety precautions. A handover can be contactless.
More information can be found here .

QUESTIONS AND ANSWERS

1. HOW CAN I TRACK MY PACKAGE?

As soon as your package has left our warehouse, you will receive a shipping confirmation from us by email or SMS.

In this email/SMS you will find all the information you need to track your package.

2. I RECEIVED THE WRONG ITEM. WHAT SHOULD I DO?

In the rare case of an incorrect delivery, we ask you to follow the steps below: Please contact our customer service and send pictures of the incorrectly received item (item and back of the jewelry packaging). For a better allocation, we ask you to indicate the note "wrong delivery" on the return slip and to return the item. You can then drop off your package at the nearest post office. We will refund you for this item. For faster processing, send us a photo of the return slip from the post office and we can promptly refund the wrong item.

3.HOW LONG CAN I RECEIVE MY ORDER?

All Lyric's Jewelry orders ship from Germany. The delivery time* varies depending on the destination and the shipping method.
  • The delivery time* within Germany is approx. 1-2 working days
  • The delivery time* within the EU (incl. UK) is approx. 3-4 working days
  • The delivery time* to North America is approx. 4-7 working days
  • Shipping to the rest of Europe takes about 3-4 working days
  • Shipping to the rest of the world can take approximately 6 to 10 working days
* The exact delivery time depends on many factors and is subject to the parcel service. The delivery times listed here are for reference only. We accept no liability for the possible delay in delivery. Due to the pandemic, deliveries may take a few days longer. It can also take up to 7 working days if we get a lot of requests. Like in the Christmas business, for example.

4. MY PACKAGE IS DAMAGED OR THE CONTENTS MISSING WHEN I RECEIVED IT. THEN HOW DO I DO?

It rings but annoying! We would like to apologize for this inconvenience. Since we have to file a damage or theft report with the respective shipping courier in this case, the procedure is as follows:
1. Please contact our customer service. ATTENTION: A theft report must be made within 7 days for national shipments and within 14 days for international shipments of receipt of the package. If this period has already expired, it is no longer possible for us to initiate a damage report.
2. The following information should be visible in the mail: - Order number & name - Pictures of the package received. - Has the package been repackaged?
3. The package should now be taken to the nearest post office for assessment.
4. We will then submit a written damage report &, if necessary, send you a new, flawless package with reservations.

5. IS AN EXCHANGE POSSIBLE?

Unfortunately we do not offer exchanges. However, we offer the possibility of a return within 14 days of receipt. As soon as your return arrives at our warehouse, we will refund the amount and you can simply place a new order.

6. AFTER RECEIVED, I DON'T LIKE THE ITEM. CAN I RETURN IT?

Yes. You have the right to revoke your purchase contract within 14 days without giving a reason. Learn more here .

7. I HAVE ORDERED A PERSONALIZED JEWELRY. CAN I RETURN THAT ALSO?

No. The personalized pieces of jewelery are excluded from the right of withdrawal.

8. WHAT DOES SOLD OUT... MEAN?

If the item you selected has an Out of Stock button, it means that the item is currently out of stock. We therefore recommend registering for our newsletter to always be up-to-date. You can also register with your e-mail address on the page for the respective item and be notified automatically as soon as it is available again.

9. I WANT TO CLAIM MY WARRANTY. WHAT DO I HAVE TO NOTE?

In general, we offer a one-year guarantee on our Lyric's Jewelry. The guarantee does not apply to:
  • Defect or damage caused by misuse or neglect (e.g. hit, fall, glass scratch)
  • Defect or damage caused by improper repair or modification of the jewelry
  • Visual changes that occur as part of normal wear and aging (e.g. minor scratches, discoloration and flaking of the coating)
  • water damage
  • Dirt on the product also does not constitute a warranty claim
In the event of a warranty claim, please proceed as follows:
  1. Contact our customer service and please include the following information in the email:
    - Surname
    - Order number and proof of purchase
    - Photo of the defective item
  2. Our customer service first uses the image to check whether the defect is covered by the guarantee.
  3. In the event that it is a guarantee case, you will receive a free return slip to send the item to our complaints and guarantee department.
  4. Please also fill out the warranty application completely and place it in the package. The application is used to allocate your return and is therefore extremely important.
  5. Our warranty department will review the case within 7 days of receipt of the item and will repair/replace the item free of charge if necessary.

10. DO I HAVE TO PAY CUSTOMS FEES?

All Lyric's Jewelry orders ship from Germany. For this reason, there are no customs or import taxes within the EU .
Outside the EU, these may apply. Deliveries to Switzerland, for example, usually only incur customs duties for goods with a value of around €150 or more. However, it is important to note that import sales tax is still payable. 100% of the customs fees go to the customs of the respective receiving country & must be borne by you. If you refuse to accept the package, the customs duties will still be charged. These will then be deducted from the credit note in the event of a return, for example by UPS or DHL.

11. CAN YOU GIFT WRAP MY ORDER?

Yes. We are happy to wrap your order as a gift free of charge and enclose a greeting card with your personal text in the shipment. During the ordering process you can leave a message whether you would like us to gift-wrap your order.

12. HOW DOES THE GIFT CARD WORK?

How can I redeem my gift card?

You will receive the gift card as a discount code that can be redeemed at checkout.
Please make sure that you enter the code correctly.

How long is the gift voucher valid?

Our gift cards are valid for 2 years from the date of purchase.

Can I also redeem my gift voucher in the sale?
 Yes!

Can I return goods that were paid for with a gift card?
 Yes. The value of the goods will then be refunded to you on your voucher. You then have a valid voucher again, which you can also redeem within 2 years.

*Coupons can be used on our items - shipping costs do not count For this.

Important information about our gift vouchers:

  • Cash payment of the amount is not possible
  • Valid for 2 years from date of purchase
  • Vouchers are excluded from the right of withdrawal

13. IS IT SAFE TO SHOP ONLINE HERE?

Yes absolutely. Safety first! The online shopping safety of customers is our top priority! We use encrypted SSL security to ensure your payments are 100% protected. All transactions are safe and encrypted with us.
HTTPS is used on our website. The website server to browsers such as Chrome proves the identity of the website using a certificate.

14. IS MY PERSONAL DATA PROTECTED HERE AT ALL TIMES?

Naturally. The protection of your data and your trust are important to us. Personal information that you provide to us through our websites will not be shared or sold by us for any third party's separate use. From time to time, we may provide aggregate (statistical) data about our customers, revenue, online traffic patterns and related data to reputable third parties in order to improve our Services. These statistics do not contain any personally identifiable information. We share information with third parties when we are required to do so by law or as part of a legal process, to protect our customers, protect life, keep our Services safe, and protect our legal rights. We may receive information from partners, vendors, suppliers and other third parties, which are usually businesses (but some may be educational or public bodies) and may be located in any location where we do business. We collect this data to improve your experience on our websites, for example. These third parties can be broken down into the following categories:
  • advertising and marketing companies
  • Social Media Platforms and Partners
  • campaign partner

We use the information we collect for lawful purposes in which we have a legitimate interest and for compliance purposes. You can find out more about the topic of data protection here .

To ask? Welcome!
If you have any further questions about our jewellery, the use of our website or a general customer enquiry, you can contact us directly. Thanks very much!