Jewelry Repair
Book a service
Please send us a brief inquiry with a photo of the jewelry in advance to kontakt@nellaundsina.de. Only in this way can we assess whether a repair is possible.
Only after positive feedback can you book this repair service in the shop. The actual feasibility depends on the condition of the piece.
2-3 weeks processing time
Only for original pieces by NELLA & SINA
Did you order your piece of jewelry from us in the last 24 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 send you your personal discount code.
FOR ORIGINALS BY NELLA & SINA
FOR ORIGINALS BY NELLA & SINAOur service applies exclusively to originals from NELLA & SINA. Only with our own pieces do we know the material, workmanship, and construction exactly. This is a prerequisite for professional and safe processing. We cannot accept third-party jewelry for quality and liability reasons.
Individual request
Do you have a piece of jewelry from us and a concern that is not listed in our repair list? Feel free to send us an email with photos at kontakt@nellaundsina.de. We review your case individually and create a personal offer for you if a repair is possible.
SHIPPING
Please send us your piece of jewelry independently and well packaged. The responsibility for the shipping lies with you. To ensure it arrives safely, we strongly recommend insured shipping with tracking. We do not assume liability for lost shipments.
As soon as the repair is completed, we will send your piece of jewelry back to you securely and also with tracking via DHL.
Choose options
365 days warranty
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
Breakage points that are immediately noticeable upon receipt of the goods or are due to a material defect (e.g., stress cracks or material damage) are conditionally covered by our warranty. The prerequisite is that the defect is reported to us within the first four weeks 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 at 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.
Fracture points 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.
JEWELRY CARE
With the right care, our jewelry pieces retain their shine and color for many years. As with all our designs, we use only recycled and certified precious metals, a combination of responsibility and timeless aesthetics.
