FAQs

 

QUESTIONS TIME!
 

There’s no question too small or request too big for our THIALH customer service experts. From choosing an engagement ring or gift to providing effortless one-on-one appointments or product care and repair, we’re always at your service.

 

1. Where do we ship?

Currently, we only support EU wide shipping, if you are interested in our product and you lived outside the EU, send us an email, and we will see what we can do for you!

 

2. How long does the shipping take?

Our staff will review all the order and shipped the product within two business days (After the confirmation email has been sent)
We ship all orders from Monday to Friday (no weekends). All orders will be shipped by either DHL standard and DHL EXPRESS should arrive within 2 – 4 business days. (Except for international orders)

3. Where do all orders ship from?

All orders are shipped from Berlin, Germany. 

 

4. Can I track my shipment?

Yes, you will receive a shipment confirmation email from us containing a tracking code shortly after your order is processed. You may track your shipment on our logistic partner's website.

 

5. Can I cancel or edit my order after it has been placed?

We are unable to make changes or cancel orders once they've been placed. Our team works quickly to fulfil orders to get your Jewellery to you as soon as possible. If you've entered an incorrect shipping address or need to cancel your order, please reach out within 1 hour of order placement by contacting us at customercare_eu@thialh.com. We will try our best to accommodate your request, but we cannot make any guarantees.

If you miss the deadline, you may return the product within 14 days of receipt. (Terms and Conditions Applied)

 

6. Can I apply a promo code after the order has been placed?

We cannot retroactively apply promotion codes to any orders.

 

7. How do I place an order on eu.thialh.com?

Ordering on Thialh.de is easy and safe. Once you have found the item you would like to purchase, click on the "Add to Bag" button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.

Your order will not be placed until the very end of the checkout process when you will be asked for your credit card information.
 

8. What payment methods does eu.thialh.com accept?

Thialh.de currently accepts all major credit cards,  PAYPAL and KLARNA payment methods.
For information on alternate payment methods, please contact Customer Service at customercare_eu@thialh.com

 

9. Is it safe to order on eu.thialh.com?

Yes, it is safe to order on thialh.de. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.
 

10 Can you insure THIALH jewellery?

Fine Jewellery is often insured. We at THIALH do not offer the actual insurance, but we certainly can give you the documentation needed to present to your insurance company to insure your THIALH item properly. That documentation is complimentary on a new purchase. Many items can be insured by submitting the actual receipt to your insurance company.  When this is not accepted, we can create the documentation. You will mostly see insurance being applied to diamonds and items over $10 thousand.

 

11. Does THIALH offer to resize?

THILAH offers resizing for select items. Please contact Customer Service at customercare_eu@thialh.com to learn more.

 

12. What is THIALH doing with my information to comply with the GDPR (EU General Data Protection Regulation)?

THIALH has approached GDPR compliance with the trust and confidence of its customers in mind. Responsible personal data processing is at the core of what we do. If you have any questions, please direct them to our Privacy Office at customercare_eu@thialh.com

13. Will my eu.thialh.com purchase arrive gift-wrapped?

All Thialh.de purchases arrive gift-wrapped. We strongly believe that it makes no difference if the purchase is a treat for yourself or the person you love. If you require a blank gift card with your purchase, please sent us an email at customercare_eu@thialh.com
 
 

At Your Service!
We are happy to assist you if you still got any questions, contact us any time at customercare_eu@thialh.com and we'll get back to you as soon as we can.