Jewellery is forever. So is our service.

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Ordering & payment

• Which payment methods does Keilbach Gold offer?

  PayPal, credit card, Klarna and cash on delivery. Which ones are available for your order is shown in the last step of the checkout.

  Payment & shipping
• How do I redeem a discount code or voucher?

  Enter the code in the voucher field in your basket and confirm it. The deduction appears in the total right away.

• Do you offer gift vouchers?

  Yes. You can order vouchers directly in our online shop.

  Gift voucher
• What if an item is out of stock?

  We can reorder many of our pieces for you. Just write to us – we will let you know the expected delivery time in advance.

• Can I order from abroad?

  Yes, we also deliver to the countries of the European Union. The shipping costs are listed under Shipping & costs.

  Shipping & costs

Shipping, returns & exchange

• How long does shipping take?

  We ship with DHL and UPS. Within Germany your order usually arrives within 2 to 3 working days.

  Shipping & costs
• Can I track my parcel online?

  Yes. If you have questions about the status of your order, you can contact us at any time. We will gladly give you your tracking number so you can follow the shipment online.

• How do I return an item?

  Just get in touch and we will agree on how to send it back. You have 14 days; all details are in our withdrawal policy. Please leave the tag and seal undamaged on the piece. Damaged goods, special orders and pieces engraved at your request cannot be taken back.

  Right of withdrawal
• Who pays for the return shipping?

  You bear the direct cost of the return. If the return is our fault, for example because of a defect or a wrong delivery, we refund you €5.90. In that case, please contact us beforehand so we can arrange everything with you.

• How should I pack jewellery for a return?

  Please return your item within 14 days, ideally in its original box, otherwise in another sturdy box. Do not send jewellery in an envelope: we do not accept unpaid returns or parcels in unsuitable packaging – they go back to the sender.

• Can I return an item I have already worn?

  You are of course welcome to try your jewellery on – just as in our store. Please leave the tag and seal on while doing so. You only pay for a loss in value if it goes beyond examining and trying on; damaged goods cannot be taken back.

• Can I return jewellery once the seal or the tag has been removed?

  Please leave the seal and tag on the piece as long as you may want to return it. If removing them causes a loss in value beyond what is needed to examine the item, you have to pay for it.

• Can I still return an item after the 14-day period?

  Once the period has passed there is no legal claim. Still, get in touch with us – we often find a solution.

  Right of withdrawal
• When do I get my money back after a return?

  Without delay, at the latest 14 days after we receive your withdrawal – using the same means of payment you paid with. We may hold back the refund until the item is back with us or you have shown that you sent it back.

• Can I exchange an item for a different one?

  Yes. Send the item back to us and order the piece you want again – or visit us directly in our store. Feel free to contact us beforehand so we can handle the exchange as quickly and easily as possible. Damaged goods, special orders and pieces with a requested engraving cannot be exchanged.

• I bought an item two weeks ago and it is cheaper now. Do you refund the difference?

  No, the price at the time of your order applies. Within the withdrawal period you can of course return the item and order it again.

Jewellery & service

• How do I find the right ring size?

  You are welcome to visit us in the store – we determine your ring size quickly and reliably with a professional ring gauge. For measuring at home, our guide also has simple instructions and a helpful video.

  Go to the guide
• Can a ring be made larger or smaller afterwards?

  Yes, most rings can be resized afterwards. Feel free to contact us – we advise you individually and check what is possible with your ring.

• Does Keilbach Gold offer repairs and jewellery care?

  Yes. We carry out repairs, engravings, cleaning, polishing and ring resizing in our store.

• How long does a repair take?

  That depends on the piece and the kind of repair. Smaller jobs can sometimes be done the same day within a few hours, others take a few days. We will of course tell you the expected time in advance.

• What does a repair or resizing cost?

  After our jeweller has assessed the piece, you receive a transparent estimate of the repair costs in advance – no surprises. Feel free to talk to us directly, send us a photo on WhatsApp or visit us in person at our store in Bad Salzuflen.

• Do you also repair jewellery that was not bought from you?

  As a rule, we mainly repair pieces from our own range. But feel free to ask us – we check individually whether a repair is possible.

• Can I send my jewellery in by post?

  Yes, you can also use our jewellery service conveniently by post. Please pack your piece securely in a sturdy box and send it as an insured parcel. Please do not use envelopes, as jewellery can easily be damaged or bent in them. We therefore cannot accept items sent in envelopes.

• How do I care for my jewellery?

  Lukewarm water, a drop of mild washing-up liquid and a soft brush are enough for most pieces. Clean pearls and delicate stones such as opal or amber only with a soft, damp cloth – no brush, cleaning bath or ultrasound.

  Go to the guide
• How can I tell that the jewellery is genuine?

  By the hallmark: 585 stands for gold, 925 for silver. On rings it sits inside, on chains usually on the clasp. We are happy to check with a loupe in the store.

  Go to the guide