Frequently Asked Questions

For personalised jewellery, cancellation is only possible as long as production has not yet begun.

As we process your order as quickly as possible and make personalised jewellery individually for you, cancellation may no longer be possible even shortly after your order has been placed.

Please contact us as soon as possible at support@loanya.co.uk. We will be happy to check whether cancellation is still possible.

As long as production of your jewellery has not yet begun, we may still be able to make a change.

Please contact us as soon as possible at support@loanya.co.uk and provide your order number and the change you would like to make.

Please check your details carefully before completing your order. Pay particular attention to the correct spelling and your preferred use of upper and lower case letters.

We will make your personalised jewellery according to the personalisation details you provide when placing your order.

After placing your order, you will automatically receive an order confirmation by email. Please also check your spam or junk folder first.

If you still cannot find your confirmation or accidentally entered an incorrect email address, please contact us at support@loanya.co.uk. We will be happy to help.

Many of our pieces of jewellery can be customised beyond the personalisation options offered on the product page.

It's best to email us with your request before placing your order at support@loanya.co.uk. Our team will be happy to check whether your request can be accommodated.

As many of our pieces of jewellery are individually made for you, there may be slight differences in engraving, positioning or finish.

These small variations are part of the individual production process and make each piece of jewellery unique.

Shipping within Germany usually takes 2–6 days, depending on the product and destination – delivery to Austria and Switzerland takes slightly longer.

For personalised items that are made individually for you after we receive your order, production takes approximately 2–8 working days (depending on the product).

As these pieces of jewellery are handmade to order, delivery may take slightly longer in individual cases. However, we always do our very best to ensure that your personalised jewellery reaches you as quickly as possible.

We do not charge any shipping costs for the initial shipment of your order. Shipping is free of charge.

Please make sure you enter your delivery address correctly when placing your order. If a parcel cannot be delivered due to incorrect or incomplete address details, we charge a shipping fee of €8.90 for resending the parcel.

We offer free delivery to Germany, Austria and Switzerland.

If you would like delivery to another country, please email us at support@loanya.co.uk. We will be happy to check whether delivery is possible.

No. There are no additional customs duties or import charges for your order.

This means there are no additional costs for you upon delivery.

Depending on the delivery address and shipment, we send our orders using our logistics partners DHL, Hermes, Austrian Post and Swiss Post.

The delivery service used for your order may vary depending on the destination and shipment.

As soon as your order has been dispatched, you will receive a shipping confirmation by email.

If tracking is available for your shipment, you will also find the relevant tracking link in this email.

If you have ordered several items, we will usually send them together in one parcel.

In some cases, items may be dispatched separately due to different production or delivery times. You will not incur any additional shipping costs as a result.

As long as your parcel has not yet been dispatched, it is generally possible to change your delivery address.

Please note, however, that we can only change your address if, at the time we process your request, your order has not yet been dispatched.

As it can take up to 72 hours for us to respond to customer enquiries, your order may already have been dispatched during this time. Unfortunately, once your order has been dispatched, we can no longer change the delivery address.

Please email us as soon as possible at support@loanya.co.uk.

We use the delivery address submitted with your order.

Please therefore always check your delivery address in your order confirmation. If it is incorrect, contact us as soon as possible at support@loanya.co.uk and send us your order number and the correct address.

Sometimes the status of a shipment may remain unchanged for a few days.

If there has been no new update for a longer period, please first check the delivery address in your order confirmation.

If the address is correct and the shipping status still hasn't changed, please contact us at support@loanya.co.uk. We will be happy to take a closer look at your shipment.

Please first check your letterbox, any designated safe places and the area around your front door. You should also ask your neighbours or other members of your household.

If you still cannot find your order, please contact us at support@loanya.co.uk. We will be happy to check the delivery for you and help you resolve the issue.

During particularly busy promotional periods or around public holidays, processing and delivery times may be longer due to increased order volumes.

We always do our very best to ensure that your jewellery reaches you as quickly as possible.

You can return non-personalised items within the applicable 14-day return period.

Personalised jewellery is made individually for you according to the details you provide and is therefore excluded from standard returns.

If your jewellery is damaged or faulty, we will of course be happy to help.

Once your return has been received, inspected and the refund processed, we will refund the relevant amount using the payment method originally used.

Depending on your payment provider, it may then take a few working days for the credit to appear.

We're sorry to hear that. Please contact us at support@loanya.co.uk and send us your order number, a photo of the damaged jewellery and a brief description of the problem.

Using the photos, we can review your case and find a suitable solution for you as quickly as possible.

In the event of a manufacturing defect, we will of course arrange a free rework, repair or replacement.

In many cases, we do not need to replace the entire piece of jewellery.

Please send your order number, a photo of the damaged chain and a brief description of the problem to support@loanya.co.uk.

We will then check which solution is best suited to your jewellery.

Please first check your order confirmation and the variant and personalisation details shown there.

If you have actually received the wrong item, please send your order number and a photo of the item received to support@loanya.co.uk.

If we made a mistake with your order, we will of course arrange a free rework or replacement.

Please first check your order confirmation and shipping information. In some cases, multiple items from the same order may be dispatched separately.

If an item is actually missing, please contact us at support@loanya.co.uk and provide your order number and details of the missing item.

If your jewellery does not meet your expectations, please contact us at support@loanya.co.uk.

Please send us your order number, a photo of the jewellery you received and a brief description of what you have noticed.

This allows us to check whether the jewellery meets our quality standards and matches your order.

Please first check your order confirmation and the personalisation details shown there.

If we made a mistake during production, we will of course arrange a free rework or replacement.

If you accidentally provided incorrect personalisation details when placing your order, please still get in touch. We will check what solution we can offer you.

Please send us your order number and a photo of the jewellery you received at support@loanya.co.uk.

Please contact us at support@loanya.co.uk and provide your order number and the length you would like.

We will check individually what solution is possible for your jewellery. Depending on the requested change, additional costs may apply.

For eligible LOANYA jewellery, we offer a 2-year guarantee.

You can find the relevant guarantee information directly on the product page. If you experience a problem during this period, please contact us with your order number and a photo of the jewellery.

You can always find the exact material composition on the relevant product page under “Material”.

Many of our pieces of jewellery are made from durable 316L stainless steel. Our gold-coloured versions are finished with 18K gold. Some pieces are also made from sterling silver.

Our jewellery is made from nickel-free materials.

If you nevertheless experience any sensitivity or another issue, please contact us at support@loanya.co.uk.

Many of our pieces of jewellery are water-resistant and sweat-resistant and suitable for everyday wear.

To preserve the colour and shine for as long as possible, we nevertheless recommend avoiding strong contact with chemicals and harsh cleaning products.

Our jewellery is made from water-resistant and durable materials and is suitable for everyday wear.

With proper care, it will retain its colour and shine for a long time and will not simply tarnish.

You can find the exact material composition on the relevant product page under “Material”.

Regular, gentle care helps preserve the colour and shine of your jewellery for as long as possible.

The best way to care for your jewellery depends on the material.

For regular cleaning, a soft microfibre cloth is usually sufficient.

For heavier soiling, you can gently clean your stainless steel jewellery with lukewarm water and mild soap. Afterwards, dry it thoroughly with a soft cloth.

Gold-plated jewellery should be cleaned particularly gently. Use lukewarm water, mild soap and a soft cloth.

Avoid harsh cleaning products and excessive contact with perfume, hairspray or other chemicals. This will help keep the finish looking beautiful for as long as possible.

Genuine silver can tarnish over time. This is a natural reaction of the material and is not a quality defect.

Light discolouration can usually be removed with a suitable silver polishing cloth.

At LOANYA, you can pay securely and conveniently. Depending on your country and availability, various payment methods are available at checkout.

These include credit card, PayPal, Klarna, Apple Pay, Google Pay, eps bank transfer and TWINT.

You can see which payment methods are available for your order directly at checkout.

If Klarna Pay Later is available for your order, you can select this payment method directly at checkout.

Payment processing and the applicable payment deadlines are then handled by Klarna.

If payment by instalments via Klarna or PayPal is available for your order, the relevant option will be shown at checkout.

The term, instalment amounts and any applicable fees will be shown by the relevant payment provider before you complete your payment.

Yes. Your data is transmitted securely using encryption, and payments are processed through established payment providers.

The payment methods available to you are displayed securely at checkout.

Of course. When placing your order, you can simply enter the delivery address of the person you would like to send the gift to.

We do not include an invoice in the parcel.

Your jewellery will be lovingly packaged in our LOANYA Signature Gift Box, ready to give as a gift.

The easiest way to reach our customer service team is by email at support@loanya.co.uk or via our contact form.

If your enquiry relates to an existing order, please include your order number. This allows us to identify and process your enquiry more quickly.

Our current response time may be up to 72 hours.

To help us review your enquiry as quickly as possible, please send us your order number, a photo of the jewellery concerned and a brief description of the problem.

If your delivery arrived damaged, please also send us a photo of the packaging.

No problem. Simply contact us via our contact form or email us at support@loanya.co.uk.

Our customer service team will be happy to help you personally.

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If you have any problems unsubscribing, please contact us at support@loanya.co.uk.