Service and Support
Traumwerk offers you the service you deserve. On the subpages in the service menu you will find answers to the most important topics.
We offer you a service and quality promise you can rely on. If you have problems with your jewelry or if something breaks, which we hope it won't, we are here to help you. You can always reach us via the contact form and also ask for a call back.
Frequently Asked Questions (FAQ)
I have forgotten my password. How can I reset it?
Go to the "Lost password" function and you will receive a link to your profile email with which you registered. Then you can set a new password.
I want to close my profile. How do I do that?
You can close your profile yourself in your profile. To do this, you must first be logged in. On your profile page you will find the link to delete your profile. - But remember that you will no longer have access to your orders. A deleted profile cannot be undone. - Can we convince you to stay with us? Contact us.
I want to return something. Where can I find a label?
If you have a problem with your jewelry or want to return it within the legal return period of 14 days, we ask you to contact our support via the contact form. Please enter your order number, select "Return" and tell us briefly what the problem is. You will then receive a link to the DHL returns portal from Traumwerk Support. There you can print a label or generate a QR code. If you want to return a piece of jewelry, we would like to point out that it must be unworn and intact. Personalized jewelry (e.g. with an engraving) is excluded from exchange.
Do I have a guarantee and warranty?
Traumwerk offers you a quality promise. With us you have twelve months warranty. Each piece of jewelry is subjected to a quality inspection and is shipped to our customers in protective packaging. However, if something should happen to your product, please do not hesitate to contact us. Of course you have a two-year warranty with us, if after the warranty period something should be with your piece of jewelry.
What are the shipping costs and where do you ship to?
The shipping costs are determined by the value of your goods and the destination country. We ship from Germany. You can find all information about shipping costs and where we ship to in the Shipping and Payment section.