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FAQ's

 

 
Delivery 

 
 

How long does delivery take? 

The delivery time is usually 1-3 working days. Deliveries outside of Germany may take 2-5 working days. 

What are the delivery costs and which countries can deliveries be made to? 

We deliver worldwide and free of charge from 15€ value of goods. For orders under 15€ value of goods the shipping costs are 2,50€.
 
There are no customs duties or import taxes within the EU, but they may apply outside the EU. 
Please note that there are different regulations on import sales taxes and customs duties depending on the country and that you have to bear these costs. 
 

How long does it take to process my order? 
 
All orders are usually sent to our dispatch centre and then to the parcel delivery company within 24 hours. An email notification informing you of this will be sent to your registered email address. 

Which delivery service will send my order? 

Deliveries will be sent by the delivery service provider specified at checkout (Deutsche Post or DHL). Deliveries with DHL have a tracking number. 

 
 

When buying 

I haven’t received an order confirmation 

Once you’ve placed an order with us in the online shop, you’ll receive an order confirmation via email. If you haven’t received it within one hour of placing your order, this could be due to the following reasons: 

  • Is the email in your Junk folder? 
  • Did you perhaps enter the wrong email address? 

If neither of these applies, please contact our Support team (hello@murandum.com). It’s possible that the order wasn’t completed successfully. 

Can I change my order afterwards? 

Your order will be processed and shipped very quickly. This enables us to guarantee quick delivery times but means that no changes can be made after the order has been placed. 

 
 

Payment options 

How can I pay? 

You can pay by PayPal, AmazonPay, credit card, immediate transfer or on account. 
 

 
 

Discount codes 

How can I redeem discount codes? 
 

To redeem your discount code, enter it in the box indicated at checkout: 
 

 

You’ll reach this page when you go from your basket to checkout. 

  

Can I use several discount codes? 

Discount codes cannot be combined. They cannot be exchanged for cash. 

  

General questions 

Is there a minimum order amount? 
 
Yes, our minimum order amount is €10.00. 

Where is my parcel? 

You’ll receive an email confirmation as soon as your order has been prepared and is ready for dispatch. Deliveries sent with DHL have a tracking number. 
If you haven’t received your delivery within 7 working days after dispatch (after receiving the dispatch confirmation via email), please get in touch with our Customer Support team (hello@murandum.com) who will be happy to help you. 
 

What should I do if the delivery is wrong or the products are faulty? 

If your delivery is wrong or the items are faulty, please contact our Customer Support team immediately (hello@murandum.com). 

  

Cancellation 

How long have I got to cancel my order? 

The cooling-off period is 14 days from the day you received the goods. If you’d like to cancel your order, please contact our Customer Service team beforehand. Once the cooling-off period has passed, it is no longer possible to refund the purchase price. 
 
 
 

Returns 

Ship your return to:

Schmuckkollektiv GmbH
Lise-Meitner-Straße 1
55129 Mainz 
Germany
E: hello@murandum.com

 

Can I send back two returns in one parcel?  
 
 

As long as you have registered a return delivery for each order via our portal, you can send both returns in one parcel. 

 
Who bears the costs for a return delivery? 

As you can see in our general terms and conditions, you bear the costs for a return delivery. 

Has my return delivery arrived? 

You will be informed as soon as we have processed your return. You will not be notified upon receipt of the return delivery. 

When will my payment be refunded? 

As soon as we have received your return (this can sometimes take up to 10 working days), we will immediately refund the amount to the payment method you selected when placing your order. If you selected advance payment for the purchase, we’ll also need your bank details for the refund as the system cannot yet do this. 

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