You can easily register and return your order within 14 days of receipt via our returns portal. Returns are only accepted if they have been registered in advance through the returns portal. Please note our return policies and send your return in the original packaging, including the jewelry box. A prerequisite for a return is also that the jewelry pieces are unworn and in perfect condition.

For hygienic reasons, only unworn earrings can be returned.

Returns that do not meet these conditions may be rejected by us.

As soon as your return has been received and checked by us, you will receive a confirmation by email. The refund will be made within 7 to 8 working days, depending on the bank or payment provider, to the originally used payment method.

1. Register return
Open our returns portal and enter your order number (from your order confirmation) as well as your email address or postal code. Then click "Retrieve order" to start the return process. Please note: You can only start the return if you register it within 14 days of receiving your order.

2. Select items
Select the jewelry pieces you want to return. Please also provide the reason for your return; this helps us continuously improve our service. 

3. Choose return shipping
In the next step, you can choose between two return options: Either use our return service and create a return label directly via the portal – convenient and without detours. Or you decide on a shipping provider of your choice and organize the return shipping yourself. Then click "Next" to confirm your preferred shipping method.

4a. NELLA & SINA | RETURN
You can easily get a return label through our returns portal and handle your return directly through it.

4b. Own return shipping
We recommend insured shipping with tracking, so you are on the safe side in case of loss or damage. Please note that we cannot accept liability for lost or damaged returns.

5. Receive refund
Once your return has arrived with us, we will process it within 7-8 business days. The refund will be made via your original payment method. You will receive a confirmation once the refund is complete.

1. Register exchange
Open our returns portal and enter your order number (from your order confirmation) as well as your email address or postal code. Click "Retrieve order" to start the exchange.

2. Select items
Select Exchange under Return Option and then choose the piece of jewelry you want to receive instead in the next step. The displayed images often only show the shape. Your new piece will of course be made in the chosen variant (material, finish...). Then provide the reason for the exchange. This helps us to further improve our assortment.

3. Choose shipping method
You have two options to return the item:

• NELLA & SINA | EXCHANGE
  You will receive a DHL return label directly through our portal. The return fee will be automatically charged.
• Own return shipment
  You can also organize the return shipment yourself. We recommend insured shipping with a tracking number. We do not accept liability for lost or damaged shipments.

4. Complete exchange
Once you have completed the exchange, you will receive an order confirmation for your new piece of jewelry. After your return has arrived and been inspected, we will send you the new item within 14 business days.

The prerequisite for a return is prior registration via our returns portal. Please send the jewelry back within 14 days of receipt. Unfortunately, an exchange is not possible outside of Germany. If you want a different piece of jewelry, please feel free to place a new order.

We recommend insured shipping with tracking, so you can track the package and be on the safe side in case of loss or damage. Please note that we cannot accept liability for lost or damaged returns.

As soon as your return has arrived and been checked by us, you will receive a confirmation by email.

The refund will be processed after the return has been inspected within 5 to 15 business days, depending on your bank or payment provider, to the originally used payment method.

During the Christmas season, all products purchased online from 01.12.2025 can be returned and exchanged until 30.12.2025 inclusive.

You can only get our jewelry through our official sales platforms:

Online store
Etsy
Avocadostore

If you buy through one of these platforms, you can be sure that you are getting fairly made original jewelry. 

Orders are processed very quickly. Write to us about what you want to change by replying to the order confirmation you received by email.

To exercise the right of cancellation, send us a message as soon as possible or call our customer service.

After your order has been processed, you will receive a confirmation by email.

GoGreen is a climate-friendly shipping and receiving service from DHL and Deutsche Post. The emissions generated by shipping are offset through investments in global climate protection projects. This way, our items can be delivered climate-neutrally through compensation.

Information about the respective delivery times can be found on the product pages. Do you want to know the exact status of your order? Just contact us. We are happy to help.

For standard shipping, the flat shipping rate for orders within Germany is €4.90. Here you can find information about shipping to many other countries.

We ship with DHL Go Green. Of course, you will also receive a tracking number with the shipping confirmation.

Since we are not a large company, we produce in small batches with limited stock. Jewelry pieces that are in stock are usually shipped quickly. However, due to promotional activities, certain models can come into special focus, which may lead to them selling out quickly. For handmade jewelry, production takes a little longer because each piece is crafted with love and care. We always try to process your order as quickly as possible. If there are any delays, we will contact you directly and inform you about the option to cancel your order.

The difference between the matte and the glossy finish lies in the finish of the piece of jewelry. Matte jewelry has a soft, rather unobtrusive surface that reflects less light and exudes subtle elegance. Glossy finishing, on the other hand, provides a shiny, mirror-like surface that reflects light more strongly and gives the piece of jewelry a striking look. Here you can see the differences.

For the production of our jewelry pieces, we use exclusively high-quality and durable materials, including 18k gold vermeil, 925 sterling silver, genuine gemstones, pearls, and enamel.

Of course, all our jewelry pieces are made from recycled, certified 925 sterling silver. For our cast models, like most designs from the Rosali, Ahimsa, Wildlife, and Calathea collections, the first handcrafted model is stamped once before it is cast in series. For handcrafted pieces from the Classics, Classics Mini, Enamel, and Capolavori collections, we forgo stamping. Our unique pieces consist of a combination of silver and tin. A traditional stamp would hardly be technically possible here, as it would actually require two separate fineness markings, and this step would significantly affect costs and delivery times.

We create our unique pieces using a special tin-silver soldering technique. In this process, 925 sterling silver wire is shaped by hand and then joined with lead- and nickel-free tin, which provides stability and a smooth appearance. Tin is durable, corrosion-resistant, and hypoallergenic: ideal for sensitive skin. Since it is 100% recyclable and often made from secondary raw materials, this technique is not only particularly artisanal but also a responsible choice.

Our most popular model from the Rosali collection is the 'Sina with Crystal', which we offer in two different sizes due to high demand. Roughly speaking: for a small and a large ear.

The 'small Sina with Crystal' is perfect for a small ear with a total length of about 2.4cm. The 'large Sina with Crystal' has a total length of about 3.5cm and differs in its ring circumference by about 3mm from the small model. The upper ring part can be optimized by gently bending it so that it comfortably encloses the ear without causing pressure points.

If you are still unsure, we are happy to help you in the Earcuff Guide.

Yes, Earcuffs can also be worn with hearing aids. Some of our customers even wear them with IdO devices (in-the-ear devices) in the ITE design, where the ear shell is almost completely filled by the ear mold.

The Earcuff is worn above the ear mold or slightly offset so that the fit of the hearing aid is not affected. Especially narrow or open models are well suited to remain wearable even with more complex fittings.

If you're unsure, feel free to send us a photo of your hearing aid and we'll help you find the right piece of jewelry.

Many of our jewelry pieces bear the engraving Nelly. Why this is, you can find out here.

Most people have a pronounced concha cavity, providing the earring with the necessary support. Additionally, the distance of the jewelry piece can be individually adjusted by regulating the upper ring part.

Not convinced yet? Check out our Earcuff-Guide. There you will learn how to insert and adjust the Earcuffs.

We recommend the models Hannah, Ronja and Ella for children's ears. On request, we also make the Earcuffs from our Classic Mini collection in a particularly small size; perfect for children's ears. A brief note in the shopping cart is sufficient for customization.

No, we do not operate a retail store. Our partner Jan can be found with his enamel and the Rosali collection at selected exhibitions.

We are sorry that your jewelry arrived damaged or defective! Please contact us as soon as possible via our contact form or by email and send us photos of the damaged or defective piece of jewelry. We will then find a solution together.

Sterling silver can tarnish over time, which is completely normal. Perfume, salty air, sulfur, skin creams, hairspray, and chlorine as well as the acidic pH levels of the skin can accelerate this process. How much the jewelry tarnishes (oxidizes) depends on various factors such as skin type and the wearer's care habits. To bring your jewelry back to shine, we recommend a silver polishing paste. More tips on jewelry care can be found here.

Jewelry pieces that are worn for a long time can be affected in their shape or structure by external influences such as impacts or improper handling. If your jewelry piece is bent or damaged, we offer repairs in many cases. Please contact us with a picture of the damaged jewelry piece. If a repair is possible, you can book our service here.

The service is offered in addition to our warranty and is not subject to the usual one-year warranty period. For all jewelry made of 925 sterling silver or 18k/24k gold vermeil, a one-year warranty applies. If a material or workmanship defect occurs within this period, we will of course replace your jewelry free of charge.

What we cover:

• fallen out stones or pearls
• Defective clasps

Break points that are immediately visible upon receipt of the goods or are due to a material defect (e.g., stress cracks or pre-existing material damage) are conditionally covered by our warranty. The prerequisite is that the defect is reported to us within the first 14 days after delivery is reported. Later damages that may have been caused by improper use or external influences are excluded!

What is not included:
Signs of use such as scratches or discoloration, natural oxidation, or changes caused by third parties are not covered by the warranty. In such cases, you are welcome to contact our Repair Service. We will gladly check if a repair is possible. Gemstones and pearls with inclusions and discolorations are natural and are not covered by the warranty.

Important for longevity:
Jewelry doesn't like chemicals. Avoid perfume, creams, or soaps, and store your pieces dry and separately. You can find more tips under Jewelry Care.

You placed the order yourself:
Send an email to kontakt@nellaundsina.de with a photo of the damage, a brief description, your name, and the order number. If your jewelry is replaced or repaired, the warranty will be extended by another year.

You received the jewelry as a gift:
Provide the name of the person who placed the order or the order number. Also send us a picture and a description of the defect. Let us know where to send a replacement piece.

No order number found:
Get in touch anyway. We will try to find the order. Without proof, the warranty does not apply, but maybe we can find a solution together through our repair service.

Fractures that are visible immediately upon receipt or are due to a material defect are of course checked by us. Please report such damages within 14 days after delivery.

Breaks that occur later are caused by external influences. Silver is a soft precious metal. If a piece of jewelry is bent too strongly, abruptly, or repeatedly (especially in a cold state), internal stresses can develop that later lead to breakage. This type of damage is not covered by the warranty. Our repair service will gladly check whether a repair is possible.

Did you order your jewelry from us in the last 6 months? Then you will receive a discount on the repair. Just send us a short email with your order number to kontakt@nellaundsina.de and we will check if a repair is possible.

Our Earcuffs stay in place due to their special shape and individual adjustment. To ensure they fit securely, they must be correctly adapted to your own ear shape. Since we cannot assist with the adjustment and the fit varies from person to person, unfortunately, we cannot provide a replacement in case of loss. If you have any questions about optimal adjustment and fit, we are happy to help.