FAQ

How do I place an order?
Select your piece, choose any available options, add it to your bag and proceed to checkout. You will receive an order confirmation by email once your payment is complete.

Can I change or cancel my order?
Orders can be changed or cancelled within 12 hours of purchase. Contact us at info@douvee.com with your order number as soon as possible. Once an order has been prepared, it can no longer be modified.

I didn’t receive a confirmation email.
Please check your spam or promotions folder. If it isn’t there, contact us at info@douvee.com and we will confirm your order manually.

Shipping

Where do you ship?
We ship worldwide, with tracking on every order.

How long does delivery take?
Orders are prepared within 1–3 business days. Delivery takes 7–14 business days in Europe, 8–15 to the United Kingdom and North America, and 10–20 to the rest of the world. Full details are on our Shipping Policy page.

How much does shipping cost?
Shipping costs are calculated at checkout based on your location, and shown before you pay.

How can I track my order?
Once your order has shipped, you will receive an email with a tracking number. You can also follow your order on our Order Tracking page.

Will I pay customs or import duties?
Within the European Union, no: prices include VAT and there is nothing more to pay on arrival. Outside the EU, your country may charge import duties, taxes or handling fees when the parcel arrives. These local charges are set by your country and are paid by the customer. See Taxes & Duties.

Returns & Refunds

What is your return policy?
You can return any unworn piece within 30 days of delivery, in its original condition and packaging. For hygiene reasons, earrings can only be returned if faulty.

How do I start a return?
Email info@douvee.com with your order number and the reason for your return. We will reply with the next steps.

When will I receive my refund?
Once your return is received and inspected, your refund is issued to your original payment method within 14 days.

My piece arrived damaged or incorrect.
Contact us within 7 days of delivery with your order number and a photo of the piece. We will send a replacement or issue a refund at no extra cost.

Materials & Care

What are your pieces made of?
Our jewellery is made from 316L stainless steel, in a silver tone or with a gold-plated finish.

Can I wear it in water?
Yes. Our pieces are waterproof and made for everyday life. No need to take them off.

Is it suitable for sensitive skin?
Our pieces are hypoallergenic and suit most skin types. If you have a known metal allergy, we recommend checking with a specialist before wearing.

Will my jewellery tarnish?
Our pieces are tarnish-resistant, and every order is covered by our lifetime guarantee: if a piece tarnishes, loses its colour or shows a defect at any time, we replace it at no cost.

How should I care for my jewellery?
Wipe it with a soft cloth and store each piece separately to avoid scratches. See our Jewellery Care page for more.

Payments

Which payment methods do you accept?
All available payment methods, including major credit and debit cards, are shown at checkout.

Is my payment secure?
Yes. All payments are processed through Shopify’s encrypted checkout. We never see or store your card details.

Contact

How can I reach you?
Email us at info@douvee.com. We reply within 24–48 hours, Monday to Friday.