Due to the nature of the handmade process, slight variations in shape, size, and finish may occur between pieces. These differences are a part of what makes each item singular and should not be considered defects.

We strive to display all our products as accurately as possible; however, please be aware that colour variations may occur due to individual monitor and device settings. The colours of coloured diamonds, gemstones and metals may appear slightly different in person compared to how they appear on your screen. While we make every effort to provide high-quality images, we cannot guarantee that the colours you see will perfectly match the physical product.

By purchasing from our store, you acknowledge and accept these natural variations in the products.

All of our jewelry is made to order, meaning each piece is crafted after your purchase is confirmed. Please allow sufficient production time before your order is shipped. Estimated production times will be provided during the checkout process and may take up to 3 weeks, depending on the complexity of the piece and our current workload.

When placing an order, you agree to provide accurate and complete information, including but not limited to: your full legal name, shipping address, billing adress and payment details.

This information is required for processing your order and complying with applicable laws and regulations. Failure to provide correct or complete details may result in delays or the inability to process your order. All items are crafted in our workshop located in Berlin, Germany.

All of our jewelry is made to order, meaning each piece is crafted after your purchase is confirmed. Please allow sufficient production time before your order is shipped. production times may take up to 3 weeks, depending on the complexity of the piece and our current workload.

 We provide worldwide shipping for all orders. Every shipment is fully insured and sent via priority service. You will receive a tracking number once your order has been dispatched.

Returns on Made-to-Order Jewellery

Each piece is made to order in our Berlin studio. Because of this, returns are not typically accepted.
When needed, we can accept a return within 14 days of delivery, with a 20% restocking fee to cover time, materials, and production costs.

If you receive an incorrect or damaged item, please inform us within 24 hours of delivery, and we will assist you in resolving the issue.

We do not accept returns on bespoke items.

Please contact us before sending anything back - unauthorized returns will not be accepted.

To be eligible for a return, items must be in their original condition, and include all original packaging. Returns that show signs of wear, have diminished value, or are missing original or damaged packaging will be rejected, and the item will be returned to you without a refund.

Please note that we do not compensate for any losses due to currency fluctuations when processing credit card refunds.

TAXES AND DUTIES - Please note that for orders shipped outside the European Union (EU) YOUR ORDER MAY BE SUBJECT TO IMPORT DUTIES AND TAXES LEVIED BY YOUR COUNTRY UPON ARRIVAL. THESE CHARGES ARE NOT INCLUDED IN THE PRODUCT PRICE OR SHIPPING COSTS AND ARE THE SOLE RESPONSIBILITY OF THE RECIPIENT. THOSE WILL BE HANDLED DIRECTLY VIA THE COURIER COMPANY, WHICH WILL PROVIDE THE SERVICE OF CUSTOMS CLEARANCE AND BILLING.

CUSTOMS CLEARANCE - AS THE RECIPIENT, YOU ARE RESPONSIBLE FOR ENSURING COMPLIANCE WITH YOUR COUNTRY’S IMPORT REGULATIONS AND FOR PAYING ANY ADDITIONAL CUSTOMS FEES. DELAYS IN CUSTOMS CLEARANCE ARE NOT THE RESPONSIBILITY OF OATES PILZ.

Client-Supplied Stones

Oates Pilz only works with stones or diamonds that are already set within an existing piece of jewellery, rather than stones supplied on their own. Suitability for remodelling is determined only after the stone has been assessed for quality and condition. Where a stone is not judged to be of sufficient quality, or is not considered worth remodelling, Oates Pilz reserves the right to decline the commission.

Liability

Oates Pilz does not accept liability for damage that occurs while working with a client-supplied stone. Stones may carry pre-existing flaws, such as hairline cracks, that are not visible until the stone is handled and pressure is applied during setting. Clients must accept this risk before work begins. A contract must be signed by both parties confirming that, should the stone be damaged or ruined during the process, full responsibility lies with the client, and the stone setter/goldsmith will not be held at fault.

Custom Sourcing Surcharge

When a client provides their own stone, a standard custom markup applies in addition to labour and setting costs. Working with externally supplied stones carries additional design considerations, verification, and risk on our part — including the possibility that a stone may later be found to be treated, misrepresented, or otherwise not what it was believed to be. Both proof of provenance ans a certificate from a recognised gemological institution are mandatory requirements for all client-supplied stones, and work cannot proceed without both. Provenance must be supplied by the client, as this cannot be established by Oates Pilz independently. When a certificate is not already held, the certification will be arranged at the clients expense (approximately €200–€300).

All designs, images, and content on this website are the exclusive property of OATES PILZ. Unauthorized use, reproduction, or distribution of any material without prior written consent is strictly prohibited. We take pride in our original creations, and we are committed to protecting our intellectual property rights. For inquiries regarding the use of any content, please contact us directly.