Questions, answered.

Write to us as soon as you can. We dispatch within 24–48 hours, so the window is short — but if the parcel has not left, we will change or cancel it for you. Once it is with the carrier we can no longer touch it, and the return is the way back.

It is sent the moment the payment goes through. If it is not in your inbox, look in spam or promotions — that is where it usually is. Still nothing? Send us the email address you used and we will resend it.

Yes. Every order arrives in an ARWELY box with a soft pouch, and the invoice is never inside the parcel. Add a handwritten note at checkout and it goes in the box.

We dispatch within 24–48 hours. Switzerland then takes 2–4 working days, the rest of Europe 3–7. The exact options and estimate for your address are shown at checkout.

Every parcel is tracked. You get the tracking link by email the moment it is scanned by the carrier, and you can also look it up any time on our tracking page.

Switzerland and across Europe. The destinations we can reach, and what each one costs, appear at checkout once you enter your address.

Orders crossing a border may be subject to customs duties, taxes or import fees. Those charges are set by the authorities of the destination country, not by us, and we have no way of knowing them in advance.

Mostly 925 sterling silver, or 316L stainless steel with 18K gold PVD plating. A few pieces are gold-plated alloy, chosen for a design we could not get any other way.

Whichever it is, the metal is written on the product page and in the description — we never leave it vague, and the care advice changes with it.

Our 925 silver and 316L steel are nickel-safe, so they suit sensitive skin. Plated alloy pieces are marked as such on their page — the plating is what sits against the skin, and it lasts longer away from perfume, cream and chlorine.

Steel pieces with PVD plating, yes — water does not bother them, and the product page says so. Sterling silver and plated alloy prefer to stay dry: take them off before swimming, and put perfume and cream on before the jewellery, not after.

Rings marked as open adjust by squeezing them gently. Chains come with an extension so you can choose the length rather than being stuck with one.

On the pieces where it is possible, yes — and the option appears right on the product page. If you do not see it there, that piece does not offer it.

Wipe it with a soft dry cloth after wearing, and keep it in its pouch rather than loose in a drawer. Away from perfume, hairspray and chlorine. Silver that has dulled comes back with a silver cloth.

Within 30 days, unworn and in its box, for a full refund. Exchanges for a different size or finish are free — write to us and we arrange it.

Send us a photo and we replace it. The same applies if the plating fails under normal wear in the first months — that is not wear and tear, that is our problem.

A piece engraved with your name or initial is made for you alone, so it falls outside the standard return — except where the law says otherwise, or where it arrives faulty. Then it is covered like anything else.