Return or Exchange

If you are not completely satisfied with your purchase, you have 14 days to exchange or return free of charge.

Oliver Heemeyer offers complimentary shipping for any item you would like to return. Simply contact us to return your items at or give us a call at: +43 (0) 1 235 0550. We will guide you through the return process.

Please observe the following, before returning any item to Oliver Heemeyer:

  • The security label is intact.
  • The item is in its original condition and undamaged.
  • The item is in its original and undamaged packaging.
  • You have attached the return-label on the packaging. You will get the label (information) via e-mail.
Nonrefundable products (§ 18 Abs 1 FAGG):
  • Personalised items (e.g. engraving)
  • Items customised to your personal needs
  • Items exported to non-EU countries

      Further details and legal terms can be found under Return Policy and General Terms and Conditions.

      Frequently asked questions

      • What is the first step I should take to return an item? 
        The initial step in returning an item is contacting us at, call us at +43 1 235 05 50 or use the provided form on this page. We will guide you through the process and organize the pick-up for you.

      • What is a return shipping label? 
        A return shipping label is a pre-printed label provided by us via e-mail to you. You attach it to your return package. It includes all necessary shipping details for returning your items to us.

      • What is a seal bag? 
        A seal bag is a special, secure packaging used for returns. Once sealed, it cannot be opened again without being damaged, ensuring the contents are secure during transit.

      • How should I pack the items for return?
        For returns, it's important to use the original jewelry box and filler material provided at the time of purchase. This ensures that the items are securely packed and protected during transit. Packing the items in the manner they were originally received helps prevent damage and ensures that they reach us in good condition.

      • What will I find in my package upon receiving my order?
        In your package, you'll receive your ordered items, a card with brief instructions on how to handle returns, an additional unused seal-bag for secure returns, and filler material to protect the jewelry box. This ensures both the safety of your items during transit and a convenient return process, should it be necessary.

      • Is the return process free of charge within the EU? 
        Yes, returning an item is free of charge for customers of Oliver Heemeyer within the European Union. When initiating a return, you can utilize the provided return shipping label, which covers the shipping costs, ensuring that you do not incur any additional charges for returning the product.

      • When and how will I receive my refund after returning an item?
        After you return an item, it will undergo a final quality inspection by our team. Once this inspection is complete and the item is confirmed to be in its original condition, your refund will be processed. The refund will be issued to the original method of payment, and you will receive it within a specified timeframe after the inspection is finalized.

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