POPULAR QUESTIONS (FAQ)
What are the shipping costs?
Shipping costs: EUR 9.90
Free shipping for orders over: EUR 75.00
Once an order has been placed, the delivery takes approximately 3 to 5 business days.
Shipping costs: EUR 29.90
You will receive your purchased item on the next working day from when the order is placed. Only orders placed by 1:00 pm, from Monday to Friday will be proceeded at the same day.
Shipping is made by our logistics partner UPS. Delivery is carried out from Monday to Friday. Please note that UPS does not deliver on Saturdays.
Parcels are sent with “signed for” delivery. This means that if the actual recipient cannot be found, the package can be delivered to any person (e.g. to a neighbour) as well as to a UPS Access Point or to the address assigned by the recipient (if you use UPS MyChoice). The driver will also attempt to deliver the package three working days in a row. UPS leaves an InfoNotice in the recipient's letter box after a failed attempt. If the third delivery attempt fails, the package will be brought to a UPS Centre where it will be kept for the next five working days for pick-up. The UPS Centre contact details can be found in the UPS InfoNotice.
What payment methods do you offer?
You can pay with the payment methods mentioned below. Further information can be found here: Prices & Payment
Where is my order?
After your order has been shipped, we will send you an email containing a link to track the status of your shipment (please also check your spam folder). Please contact us at firstname.lastname@example.org if delivery is delayed or if according to shipment tracking the package has been sent to a person you do not know.
How do I change / cancel my order?
After completion of an order, it is not possible to cancel it due to our automated ordering process. You have the option, however, to return your order to us within 14 days of receipt (this does not apply to personalised and engraved items).
For the same reason, it is not possible to make a subsequent change of details to your order, for example, adding/removing an item or making a subsequent change/correction to the delivery address.
How can I return an order?
If you need to send items back to us, please make sure to follow the following instructions:
- If possible please return the items in their original packaging to us; the purpose for this is to protect the goods from damage during transport on return.
- The delivered goods may only be used for the purpose of examination – comparable to a fitting in a shop. We are entitled to demand compensation if there is any deterioration of the goods as a result of further use
- The direct shipping costs for returning the goods are borne by you.
- Always make sure that the package you send can be tracked.
- Please hold onto the shipping document for future reference.
- You may use the enclosed address label to return an order.
- Complete the enclosed delivery/return slip, making sure to include your reason for return and to enclose the receipt of the return.
Please return your items to the following address:
THOMAS SABO GmbH & Co. KG
E-Commerce / Return
Please note that it may take several days for a return to be delivered by post and for our returns department to process it.
Goods that have been made to customer specifications or clearly tailored to the personal needs of the customer (e.g. engraved items) cannot be returned. All engraved pieces of jewellery are a final sale and were engraved in accordance with the customer's instructions. THOMAS SABO is not liable for errors such as spelling mistakes that are based on an instruction or specification provided by the customer.
SPECIAL INSTRUCTIONS FOR ENGRAVED GOODS
You can purchase any engravable THOMAS SABO item without having it engraved and then have it engraved later at any THOMAS SABO shop, free of charge. Please note that the subsequent engraving is only possible at THOMAS SABO’s own shops and cannot be carried out by the returns department located at the company headquarters in Lauf.
Items sent to the returns department with a request to be engraved will be returned immediately to our customers.
Can I exchange an item?
We regret to inform you that, due to our automated ordering system, we are unable to issue an exchange for a different size in our online shop. Please return the item to us and reorder it in the correct size.
You are also welcome to exchange the items within 14 days in one of THOMAS SABO’s own shops by presenting the online invoice as a proof of receipt. Please note that the goods must first be paid upon purchase on account before making the exchange and you must provide corresponding proof of payment in the shop.
In general, it is not possible to return/get a refund for an online shop order in one of our THOMAS SABO shops.
Most bracelets can be subsequently extended or shortened for a fee. Further information about this service can be found in the section on ‘service’. Or simply contact our customer service at email@example.com for further information.
How do I find the right jewellery size?
You can easily determine your ring, bracelet or chain size. For instructions, click the ‘i’ information button next to the word ‘Size chart’ to be taken to the relevant page.
The instructions will open up in a new window. They can also be downloaded here:
Please note that ring pairs cannot be measured as stated above. Instead we recommend that you try them on in the shop.
How can I care for my jewellery / my watches?
There are some basic rules that you should follow in order for you to enjoy your precious and beautiful pieces of jewellery as long as possible. You can read about these in details under the section named ‘Caring instructions about our jewellery’.
My jewellery has tarnished, what can I do?
The tarnishing of silver is a normal and natural process. The jewellery absorbs skin particles, perfume, cosmetics, etc. and also oxidises over time due to the sulphur in our air. This causes the silver to turn in a brownish colour. This is a natural reaction (which occurs also in gold jewellery), which is not due to a lack of quality.
Please note that THOMAS SABO jewellery is not rhodium-plated. There are some basic rules that you should follow in order for you to enjoy your precious and beautiful pieces of jewellery as long as possible. You can read about these in details under the section named ‘Caring instructions about our jewellery’.
My jewellery is broken, what can I do?
To use our warranty service, you may take any defective item purchased within two-year time to any THOMAS SABO shop or send it directly to THOMAS SABO.
Please enclose a copy of the proof of purchase in your package as well as the completely filled out THOMAS SABO return form. You can download the form here: return form
Find out how to return your item to us here: Return, exchange and cancellation
For your own safety, we’d like to point out that you should send us the defective article in a pre-paid, trackable package.
Please note that THOMAS SABO jewellery and THOMAS SABO watches purchased from an authorised jewellery store (jeweller) must be brought to the jewellery store (jeweller) with the proof of purchase and should not be sent directly to THOMAS SABO.
Please note that the warranty is void on items that have not been engraved by us but by third parties.