Frequently Asked Questions
Where do you ship my order from?
WE SHIP ALL ORDERS FROM BERLIN, GERMANY.
When will my credit card be charged?
As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification email.
If your order contains items that are shipped from our German location, your card will be charged when each package is dispatched. In this case, you may see multiple payments corresponding to the same order and payment authorization.
If you have any queries about a possible refund, please consult our Receiving a refund FAQ.
How can I exchange or return an item?
You have 14 days from the date you received your order to exchange or return item(s). Create your return here,
What packaging options can I choose from?
ALL ITEMS ARE PACKAGED IN OUR SIGNATURE MATTE BLACK BOXES WITH VELVET CUSHIONS INSIDE. WE OFFER GIFT WRAPPING FREE OF CHARGE WITH EVERY ORDER. PLEASE NOTIFY US.
How do I redeem an existing Gift Card?
If you need to redeem a Gift Card, please contact our Customer Care team for help with placing your order.
Can I amend or cancel an item from my order?
Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing order.
If you need to make any amendments to your purchase, please call our Customer Care team as soon as possible and we’ll see what we can do.
WHAT if I think an item that I purchased from your site is faulty?
Simply email shop@lilobenecke.com and we’ll look into this for you. When you get in touch with us, please provide your order number and photographs of your item. Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. This does not affect your statutory rights.
How do I contact your PR or Buying Team?
You can send an email to the following addresses:
Press and media: ab@lilobenecke.com
Potential contributors - photographers, fashion journalists or editors: ab@lilobenecke.com
Suppliers: lb@lilobenecke.com
How to Care and Repair?
Caring for your piece of jewelry is the best prevention, THEREFORE handle with care.
DON’T EXPOSE YOUR JEWELRY WHEN STORED TO SUNLIGHT, KEEP AWAY FROM WATER, SALT WATER, SPF AND ANY COSMETICS, SUCH AS ESSENTIAL OILS, PERFUME OR HAIR SPRAY.
KEEP JEWELRY WRAPPED AND PROTECTED IN ITS ORIGINAL BOX OR THE LIKE AVOIDING ABBRESION OF GEMSTONES AND OTHER MATERIAL, WHEN MOVING INSIDE THE BOX.