FAQ
General
Who are you?
We are DALILY! We specialise in 925 sterling silver jewellery!
How can I contact you?
You can contact us through our contact page! We will be happy to assist you.
Do you offer warranty?
Yes we do! We offer warranty on all our jewellery.
The Dalily jewellery warranty is valid for 6 months from the date of purchase for manufacturing defects. This is an extra warranty from Dalily, which does not affect the legal warranty.
Your Dalily jewellery will be repaired or replaced free of charge, provided the defect falls within the warranty conditions. Improper use, disassembly or repair by persons other than authorized specialists is not covered by this warranty. This warranty is without prejudice to consumer rights and claims under applicable national law.
The legal warranty only applies to jewellery that you purchase from us. A legal guarantee means that a product is or must do what the consumer can reasonably expect from it.
When do I no longer have a warranty?
If the item has been used improperly, for example in the event of an impact or fall, you cannot claim free repair or replacement. If the defect falls within the expectation pattern during normal use of the item, such as wear, you can also not claim free repair or replacement, unless it falls under the above warranty scheme.
You can then send in your item to have it repaired / exchanged for a fee. When costs are charged for the repair / exchange, you will first receive a quote. Without agreement on the quotation, the repair will not be carried out and the item can be returned to you unrepaired.
My order
How can I pay for my order?
We’ve got you covered! We accept the following payment methods:
- iDEAL
- Creditcard
- PayPal
- Bancontact
- EPS
- Giropay
- Przelewy24
- KBC/CBC
- Klarna
- Belfius
- ING
Can I make changes to my order?
As soon as you place your order, we’re on it! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse. You’ll need to place another order or return any unwanted items.
Can I cancel my order?
To make sure you receive your items ASAP, we'll start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel or edit it.
If something additional is needed asap such as a different size or color, please place a new order for this and return the unwanted items back to us.
How do I know you have received my order?
Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
Do I have to pay customs charges on my order?
The chances you have to pay for any additional fees after paying for your item are minimal. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Dalily.
What should I do if I receive an incorrect or faulty item?
We're sorry to hear that you've received an incorrect or faulty item. We will get this sorted for you, please send us a message at Info@Dalily-jewellery.com with the following info:
- Your name
- Your order number
- Product name & code
(this can be found on your order confirmation email)
-Picture of the fault / incorrect item
Can I track my order?
Yes you can! Once your order has been shipped, you will receive a shipping confirmation email with your tracking number. This allows you to track the package.
Shipping
Do you ship overseas?
Yes, we ship to all of Europe!
How long will it take to get my order?
The shipping time depends on your location. Below is a list of the shipping time per country.
We have a processing time of 1 - 2 days. We use Post NL to send the letterbox packages with Track & Trace.
The Netherlands
1 - 2 business days - Free shipping (letterbox package with Track & Trace)
Belgium
2- 3 business days - €3,95
Free for orders above €100 (Letterbox package with Track & Trace)
Germany
2 - 4 business days - €3,95
Free for orders above €100 (Letterbox package with Track & Trace)
Rest of Europe
2 - 5 business days - Shipping costs from €3,95
Free shipping for orders above €75,-
Where do my products come from?
We ship all orders from our warehouse which is based in the Netherlands.
What shipping carriers do you use?
We ship our packages via PostNL. PostNL works with partners abroad for their international shipments. This means that the package is handed over to a local carrier at the border in your country. Your package will therefore be delivered to you by one of PostNL's partners.
What if I'm not home when my package arrives?
It is no problem if you are not at home when your package is delivered. We send all our orders as a letterbox package. The delivery person will therefore simply put the package through the letterbox. This means you do not have to stay at home to receive the package.
Returns
Can I return my product?
We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just send an email to info@dalily-jewellery.com within 14 days of the delivery date, so that we know that your package is on its way. Please click here to get the return form.
What is your return policy?
We will accept returns for any reason, and issue a refund. Anything that has been purchased online can be returned to our warehouse. We offer a 14 calendar day return policy so you can buy with confidence. If 14 days have passed since you have received the products, unfortunately we can not offer you a refund or exchange.
Items you return with signs of use, scratches or damages will be rejected and returned to sender.
To initiate the return, please send an email to info@dalily-jewellery.com within 14 days of the delivery date, so that we know that your package is on its way. Please click here to get the return form.
Can I return sales items?
Sales items can be returned and refunded.
When do I get my refund?
Once your return has been processed you will receive an e-mail confirmation. If the refund is approved, the amount will be refunded on the account of your original payment method within 14 working days. Please note we can only refund the amount in to the account where the original payment came from.