SHIPPING
What shipping methods are available and what do they cost?
We ship insured with DHL as standard. In addition, you still have the option to choose express shipping:
Germany
Standard: (0.00€-149.00€): 4.90€
Free standard shipping from 150.00€
Express: 14.90€
EU Standard: 14.90€
Express: 49.90€
World
Standard
(0.00€-149.00€): 14.90€
(150.00€-500.00€): 4.90€
Express: n.a.
I did not receive an order confirmation by e-mail. What can I do?
Please check your spam folder first, as it may be that the mail arrived there. If this is not the case, please contact our customer service at info@jovatribe.com
How can I track my shipment?
Once your order has been shipped, you will receive a tracking code by email. You can track this via DHL Paket (link) or DHL Express (link) depending on the shipping method you have chosen.
Shipping with DHL Paket: https://www.dhl.de/trackandtrace Shipping with DHL Express: https://www.dhl.de/de/privatkunden.html
What can I do if the shipment status does not change or my package has not arrived after the standard delivery time?
Please contact our customer service at: info@jovatribe.com
RETURN AND REVOCATION
How can I complain about an item?
If you have a reason to complain about an item, please contact our customer service at info@jovatribe.com stating the order number, please describe in short stick points what the issue is. We will then contact you as soon as possible.
How can I return an item?
By sending it back to us in an intact and unworn condition, at your own expense. We recommend insured shipping, because in case of loss of the package, you will have a proof of delivery.
How many days do I have to return an item?
You can return the item to us within 14 days of receipt.
How will my payment be refunded?
As soon as we receive your shipment, we will arrange the refund to the account you used within 14 days. If you paid in advance, the refund will be sent to the account from which the transfer was made. If you have paid by Paypal or credit card, the refund will be made to the associated Paypal or credit card account. If you have used a gift voucher with your purchase, you will receive a new voucher for the corresponding amount.
Can I exchange goods for merchandise?
Yes. Please contact our customer service at info@jovatribe.com first.
To exchange an item, return the original item in accordance with the return policy. Please note that new orders are subject to the availability of the merchandise. We will notify you accordingly should we be unable to fulfill your order.
Can I return an item that was custom made for me?
No rescissions, cancellations, exchanges or returns will be accepted on orders of customized products.
Who pays the shipping costs in case of an exchange?
Unfortunately, we are not able to offer free returns. We ask for your understanding.
CARE AND REPAIRS
What can I do to take care of my products?
We pay the utmost attention to the quality of our products! In order to present you a great variety of colors and contents, we use the most different techniques of goldsmithing. In order for you to enjoy your jewelry for a long time, we recommend that you read and follow our care information.
Take off your jewelry before you wash your hands, put on perfume or lotion. The particles from these cosmetics, which cannot be removed by a quick wash, can build up in hard-to-reach places and combine to form a corrosive mixture that can cause premature wear of the metal in the long term. This also applies to the use of household cleaning products. Also avoid contact with salt water. This can attack both gemstones and precious metals, causing lasting damage. Avoid shocks and scratches. Always store your jewelry individually in its original boxes. Store necklaces closed and lying flat. Take special care with pieces with fire enamel, as it is fused glass that can chip from improper handling. Gold plating can wear off over time, depending on wear and tear. This is a natural process, but can be avoided by proper handling (see above).
How can I have an item repaired?
Every piece of jewelry will show signs of wear over time. This is normal and we think it is beautiful when a piece of jewelry tells of life and develops its own patina over time. Nevertheless, we also offer restoration and repair of your jewelry. In this case, please contact:
JOVA
c/o Jonathan Johnson
Poolstraße 11
20355 Hamburg
Tel +40 40 4016 3113
Email: info@jovatribe.com
Please include a detailed repair request, your contact information and the original proof of purchase with your item. We recommend that you pack the item securely and send it via insured shipping. Please allow one weeks for a repair estimate. Once we have completed our assessment, we will provide you with detailed repair information and a repair estimate
COUPONS & DISCOUNT CODES
How long is my voucher valid?
Vouchers are valid for 3 years from the date of issue.
How many vouchers can I use per order?
You can redeem as many vouchers per order as you like.
Can I exchange my voucher?
Vouchers are excluded from exchange and can also not be paid out. In case of a return we will charge the amount and issue you a new voucher.
How long is my discount coupon valid?
Discount coupons have a limited period of validity. This can always be found on the respective coupon.
How many discount coupons can I use on my order?
Only one discount coupon can be redeemed per order.
Do I have to meet a minimum order value to redeem my discount coupon?
Unless otherwise stated on the discount coupon, there is no minimum order value.
PRODUCT INFORMATION
What materials does JOVA use?
Since sustainability is a very important issue for us, we only use recycled precious metals and metals (gold, silver, brass) that we source from a refinery in southern Germany. For more info, please feel free to contact our customer service.
What is the difference between fire enamel and cold enamel?
Fire enamel or "real enamel" is a natural product made of melted glass, which develops a very special charm due to its delicate and slightly irregular color, created by firing at high temperatures, which only real enamel can produce. Cold enamel is a synthetic resin mixed with color pigments, which hardens without heating.
Where do JOVA diamonds come from?
We get our diamonds from the oldest diamond cutting company in Germany, which basically only imports diamonds from legitimate sources, of natural origin, and in accordance with the issued UN resolutions 1171, 1173, 1306 and 1343.
What do I have to consider as an allergy sufferer?
We do not use nickel or cobalt, which are known to be the main triggers of allergic reactions in the jewelry segment. However, it can happen that people react to silver or gold with a contact allergy. Therefore, it is also not possible for us to exclude this 100%.
How and where are the products manufactured?
The complete production is located in Germany. All products (jewelry) are designed and manufactured in our manufactory in Hamburg. Since the issue of sustainability is very important to us, we work only with a small warehouse and prefer to manufacture our jewelry on demand, so as to conserve resources and remain exclusive. Exceptions to this are occasional products that we do not manufacture ourselves but resell in a cooperation. You will find the corresponding information in the product description.