FAQ

Find answers to the most frequently asked questions here.

Products

Why is my jewelry slightly different from the product photo?

All of our pieces are made by hand and each one has its own characteristics. Especially with marbled styles, the pattern is random and we think that's beautiful 🖤 You will therefore always receive a unique one-of-a-kind piece!

What does "made to order" mean?

Products made to order are produced individually for you only after receipt of your order. Therefore, we usually need a processing time of 1 week until your order can be shipped. Thank you for your patience!

Why are some products sold out or suddenly no longer available?

We make our jewelry in individual, small collections. It can therefore happen that a product is sold out and no longer returns to the store. So if you particularly like a style, make sure you get it in time!

Can I have a look at the jewelry on site?

You can view and purchase selected pieces of jewelry in these stores .

We do not run a shop-studio ourselves.

We also regularly attend markets in the region – come along and say hello! Here you can find all upcoming events: Dates

I have a color request or would like to order a special design.

In this case, feel free to contact us via the chat button on the bottom right or via the contact form under custom orders.

I'm not sure about buying because I react to certain metals. How can I see if the style is suitable for me and if I can tolerate it?

Since we have allergy sufferers with sensitive ears among us, it is very important to us to provide precise material information for each product. You will therefore always find a list of all the materials used after the product description.

You can find more information about our philosophy on material transparency here: Material & Care

I have very sensitive ears, what options are there for me?

Please check before purchasing whether you can tolerate all materials used in the product to avoid unnecessary costs of returns & shipping.

Some styles have the option of switching to surgical stainless steel or plastic studs. You can find more information at: For sensitive ears

If you have any questions about the materials, please feel free to contact us at any time!

Care

Can I sleep or shower with the jewelry on?

To keep your jewelry beautiful for as long as possible, we recommend that you take your jewelry off before you sleep and that you do not bring it into contact with water. You can learn more about this in our care tips.

How should I store my jewelry?

Your jewelry should always be stored in a place protected from light to avoid fading or discoloration due to excessive sunlight; for example, in one of our high-quality jewelry cases or jewelry boxes .

You can find out more in our care tips .

Can I clean my jewelry?

Yes! You can clean your jewelry carefully with a soft cloth and water with a little soap.

You can make raw brass shine again with ketchup.

Be careful with unsealed gold/silver/rose gold leaf finishes!

You can find the complete cleaning instructions here: Care tips .

Can I bring my jewelry to you for cleaning?

If you are unable to cope with the tips above, we can also clean your piece of jewelry for you. Please contact us at klaei.design.studio[@]gmail.com and we will make an appointment. We charge a small flat rate depending on the effort involved.

Important: Appointments only by arrangement!

Shipping & Pickup

How long does the shipping take?

We usually ship within 3-7 days. You can find more information under shipping.

How can I see where my package is?

Depending on the shipping option you choose, you will be sent the tracking number for your package after your order has been shipped. We ship with the Austrian Post, which is very reliable and fast!

You can also view your order status at any time in your customer profile, if you have one.

If you have any problems with your package (did not arrive, arrived damaged, missing parts, or similar), please contact us with your order number at klaei.design.studio[@]gmail.com!

Can I come and pick up my order?

Yes! If you are often in Linz city center, you can select "Pickup" at checkout. After the order confirmation you will get more information. Important: Pickup is by appointment only!

Return, Exchange, Repair

Can I return products? If so, how?

Yes, under certain conditions you can return your products.

Custom-made items and orders with color requests are excluded from return, as are digital products.

Important: Returns must be reported in writing and the cancellation form must be filled out and sent to us! Please do not simply send your products back to us, but follow the steps under Returns .

Can I exchange products?

We do not offer exchanges. Please check whether you can return your products and reorder the items you want.

I have a problem with my jewelry – I can't tolerate the material!

If you have any problems wearing your jewelry, please contact us at klaei.design.studio[@]gmail.com and we will find a solution together.

Please check before purchase whether you can tolerate all materials used in the product to avoid unnecessary costs (any return costs will not be refunded). If you have any questions about the materials, please feel free to contact us at any time!

There is also the option of switching to surgical stainless steel or plastic studs for some styles. You can find more information at: For sensitive ears

Unfortunately, my piece of jewelry is damaged, broken/dirty or a part has been lost. What options do I have in this case?

If your piece of jewelry arrived damaged in the package, please contact us at klaei.design.studio[@]gmail.com and inform us immediately with a photo of the damage! If we still have all the components in-house, we can offer a free repair after the order has been returned. The cost of your return shipping will not be refunded; however, re-shipping to you is of course free of charge.

Optionally, we can also refund your order. The costs for returning the item to us will not be refunded.

If you have enjoyed your piece of jewelry for some time and it has accidentally broken, become dirty or a part has been lost, then contact us and we will see what we can do! If we have all the components in stock, we are happy to offer a repair (for a fee). The costs for repairing or replacing certain parts vary depending on the material and time required for the repair (from €5 excl. additional shipping costs) and can only be finally estimated once the piece to be repaired has been received by us. We will inform you how much the repair will cost and you can then decide whether you want to have your piece of jewelry repaired or not.