Frequently

Asked Questions

Orders 

Can I place an order via my mobile phone?

You can order from our online shop using your mobile phone. Telephone orders are currently not accepted. Orders can be placed only through our online shop.

What payment methods do you offer?

The payment methods depend on the country of the recipient. We accept the following payment methods:

- Credit card
- Prepayment
- Invoice (only for customers in Germany)
- PayPal

We reserve the right to exclude certain payment methods depending on the results of any credit checks we might perform. Further information is available here: Payment

Can I change or cancel an order after it has been completed?

Cancellation: An order can be cancelled immediately after it has been completed. Please contact us immediately if this is necessary. Our contact details can be viewed here.

Change: The delivery address can only be changed or corrected if your order is not yet being processed. Otherwise, the order would have to be cancelled. Please contact us immediately if this is necessary. Our contact details can be viewed here.

If a change or cancellation is no longer possible, please return your order immediately after receipt within 14 days.

How can I change my customer account details?

To change your customer account details, please sign in to www.coeur.de/en/user/login using your login details. Here you can change all your personal data, delivery and billing address as well as your password.

How will I be informed about the shipment of my order?

As soon as your order has been handed over to a shipping service provider, you will receive a shipping confirmation email. It will contain tracking number, which you can use to trace your package.

I did not receive an order confirmation email. What can I do?

Please check your spam folder. If you have not received an email, contact us via our contact form or by emailing service@coeur.de.

Can COEUR DE LION gift-wrap my jewellery?

You have the option to have your ordered jewellery gift-wrapped for a fee of €3. Additionally, our jewellery is always delivered in an elegant designer case in a COEUR DE LION carrying bag and securely packed in a cardboard box.

Guarantee & Repairs

My jewellery has tarnished. What can I do?

We recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

If this is not enough, please send us a picture of your piece of jewellery, so that we can assess whether we can rework your jewellery.

Please note: Our jewellery must be cleaned dry. In particular, never use alcoholic agents. You can find further information about the care instructions here.

Further information on reworking jewellery can be found here.

My COEUR DE LION jewellery was delivered damaged/defective. What can I do?

In this case, please return the jewellery immediately, stating the reasons/defects. You can use the following link to generate a return label for a free return shipment: www.coeur.de/en/cms/returns

I received a wrong/faulty item or an item is missing.

In this case, please return the jewellery immediately, stating the reasons/defects. You can use the following link to generate a return label for a free return shipment: www.coeur.de/en/cms/returns

If one or more items are missing, please contact us. Our contact details can be viewed here.

Is a warranty offered on COEUR DE LION jewellery?

In addition to the statutory warranty rights in the case of material and legal defects, we offer you an additional guarantee on your COEUR DE LION jewellery. This is in addition to the statutory warranty rights and does not restrict them:

- The guarantee applies to material defects and processing defects of your COEUR DE LION jewellery. The guarantee does not apply to improper use, external repair, negligent handling, wear and tear, wearing parts such as leather straps, misuse or if the piece of jewellery has been damaged e.g. by an accident. Please observe the special care instructions for COEUR DE LION jewellery. Failure to observe the special care instructions will result in loss of guarantee.

- The guarantee is valid for a period of two years from the date of purchase. The date indicated on the receipt, which must be given in order to claim on the guarantee, is decisive.

Further information on warranty and repairs can be found here.

What can I do if my COEUR DE LION item has been lost or stolen?

COEUR DE LION will offer neither a free replacement nor a refund of lost or stolen items. But we will be happy to find out if this item is still available for a new purchase. Please contact us immediately if this is necessary.

Can my COEUR DE LION jewellery be repaired?

We modify and/or repair defective COEUR DE LION jewellery free of charge, if a claim on the guarantee has been made. Jewellery which does not fall under the guarantee or warranty coverage will be repaired – if deemed possible by COEUR DE LION Schmuckdesign GmbH possible – at your expense.

The conditions and procedure for repair submissions can be found here.

The average processing time including shipping about 3 to 4 weeks.

If you have any questions, please contact us here.

My COEUR DE LION jewellery broke and I have no receipt. What can I do?

If there is no case for the guarantee and/or legal warranty claims do not apply, we will offer to have your jewellery repaired in our workshop at a charge.

Further information is available here.

My item broke after the warranty expired. What can I do?

If there is no case for the guarantee (anymore) and/or legal warranty claims do not apply, we will offer to have your jewellery repaired in our workshop at a charge.

Further information is available here.

Where do I have to send my damaged COEUR DE LION jewellery to be repaired?

- If the jewellery is purchased in an authorised specialist shop:
The piece of jewellery must be submitted to us via the authorised specialist shop. Please contact the retailer. They will send the jewellery to us to be repaired. If this is not possible, please send us an email with your reasons to service@coeur.de.

- When buying the jewellery in the official COEUR DE LION online shop (www.coeur.de):
Please send an email to service@coeur.de with the following information: your name, your address (including postcode and city/town). We will then send you a return label free of charge, a repair form and further information for sending in your jewellery.

- If purchasing jewellery when travelling (airline, cruise ship, etc.):
Please send an email to customer-service@coeur.de with the following information: your name, your address and the place and name of the point of sale (ideally the receipt). We will then send you a return label free of charge, a repair form and further information for sending in your jewellery.

The average processing time including shipping about 3 to 4 weeks.

If you have any questions, please contact us here.

Dispatch & Delivery

Will shipping costs be charged?

Free standard shipping over: € 50 / £45.

We charge the following shipping costs for delivery of the goods (as of October 2018):

country of delivery Standard shipping Express shipping
costs deliverer costs deliverer
Belgium 9,95 € DPD 19,95 € FedEx
Bulgaria 9,95 € DHL 39,15 € FedEx
Denmark 9,95 € DHL 19,95 € FedEx
Germany 4,95 € DHL 9,95 € UPS
Estonia 9,95 € DHL 39,15 € FedEx
Finland 9,95 € DHL 19,95 € FedEx
France 9,95 € UPS 19,95 € FedEx
Greece 9,95 € DHL 19,95 € FedEx
Great Britain 9,95 € / 9,50 £ UPS 19,95 € / 17,60 £ FedEx
Ireland 9,95 € / 9,50 £ DHL 19,95 € / 17,60 £ FedEx
Italy 9,95 € DHL 19,95 € FedEx
Croatia 9,95 € DHL 43,05 € FedEx
Latvia 9,95 € DHL 39,15 € FedEx
Liechtenstein 12,56 € DHL 31,70 € FedEx
Lithuania 9,95 € DHL 39,15 € FedEx
Luxemburg 9,95 € DPD 19,95 € FedEx
Malta 9,95 € DHL 19,95 € FedEx
Netherlands 9,95 € DPD 19,95 € FedEx
Norway 12,56 € DHL 31,70 € FedEx
Austria 5,95 € GLS 19,95 € FedEx
Poland 9,95 € DHL 19,95 € FedEx
Portugal 9,95 € DHL 19,95 € FedEx
Romania 9,95 € DHL 39,15 € FedEx
Sweden 9,95 € DHL 19,95 € FedEx
Switzerland 12,56 € DHL 31,70 € FedEx
Slovakia 9,95 € DHL 47,85 € FedEx
Slovenia 9,95 € DHL 39,15 € FedEx
Spain 9,95 € DHL 19,95 € FedEx
Czech Republic 9,95 € DHL 39,15 € FedEx
Hungary 9,95 € DHL 39,15 € FedEx
Cyprus 9,95 € DHL 39,15 € FedEx

Can my delivery address be different from my billing address?

The delivery address and billing addresses may differ. A different delivery address can be specified during the order process.

When will I receive my order?

Standard shipping: 2-4 business days (package delivery: Mondays - Saturdays)
Express shipping: 1-2 business days (package delivery: Mondays - Fridays)

The exact delivery time varies depending on the destination country. It will be indicated during the order process and in the order confirmation. The products are shipped from Germany.
Please note that orders placed on German public holidays, Saturdays and Sundays will only be dispatched on the following business day.

What delivery options are there?

You can choose between standard shipping and express shipping. Please note that all orders will be shipped exclusively from Monday to Friday

How will my order be packed?

Each piece of jewellery is packed in an elegant designer case and sent in a COEUR DE LION gift bag. Gift wrapping can be ordered as an optional extra.

When will my order be shipped?

After receipt of payment, your order will generally be shipped within 1-2 business days. The exact processing time will be displayed for each item. For certain pieces of jewellery, longer processing times may apply as they are manufactured exclusively in our Stuttgart studios.

Our shipping days are Monday to Friday. If you have placed an order on the weekend, it will be processed on the next business day.

How can I track my order? / Where is my package?

Once your order/package has been shipped, you will receive a shipping confirmation email with the tracking number of our partnering shipping company. A click on the tracking number will take you to the website of the shipping company where you can monitor the status of your shipment.
If you still have any questions, please don’t hesitate to contact us.


Our contact details can be viewed here.

What happens if my item cannot be delivered?

If your parcel cannot be delivered, it will be returned to us after a certain period of time. We will then credit you with the invoice value of goods in your package. If you would still like to receive the jewellery, please place a new order with a correct/locatable delivery address.

The package is damaged and/or empty or items are missing. What can I do?

If you can already see that the package has been damaged upon delivery, please do not accept it. This will allow our logistics partner to directly initiate a claim.

If it is not possible to refuse acceptance, please take the package to the nearest post office to make a claim. Please inform us about the issue immediately after receipt of the package. Our contact details can be viewed here.

With which parcel delivery services does COEUR DE LION work?

Parcel delivery services can vary depending on the country:

country of delivery Standard shipping Express shipping
costs deliverer costs deliverer
Belgium 9,95 € DPD 19,95 € FedEx
Bulgaria 9,95 € DHL 39,15 € FedEx
Denmark 9,95 € DHL 19,95 € FedEx
Germany 4,95 € DHL 9,95 € UPS
Estonia 9,95 € DHL 39,15 € FedEx
Finland 9,95 € DHL 19,95 € FedEx
France 9,95 € UPS 19,95 € FedEx
Greece 9,95 € DHL 19,95 € FedEx
Great Britain 9,95 € / 9,50 £ UPS 19,95 € / 17,60 £ FedEx
Ireland 9,95 € / 9,50 £ DHL 19,95 € / 17,60 £ FedEx
Italy 9,95 € DHL 19,95 € FedEx
Croatia 9,95 € DHL 43,05 € FedEx
Latvia 9,95 € DHL 39,15 € FedEx
Liechtenstein 12,56 € DHL 31,70 € FedEx
Lithuania 9,95 € DHL 39,15 € FedEx
Luxemburg 9,95 € DPD 19,95 € FedEx
Malta 9,95 € DHL 19,95 € FedEx
Netherlands 9,95 € DPD 19,95 € FedEx
Norway 12,56 € DHL 31,70 € FedEx
Austria 5,95 € GLS 19,95 € FedEx
Poland 9,95 € DHL 19,95 € FedEx
Portugal 9,95 € DHL 19,95 € FedEx
Romania 9,95 € DHL 39,15 € FedEx
Sweden 9,95 € DHL 19,95 € FedEx
Switzerland 12,56 € DHL 31,70 € FedEx
Slovakia 9,95 € DHL 47,85 € FedEx
Slovenia 9,95 € DHL 39,15 € FedEx
Spain 9,95 € DHL 19,95 € FedEx
Czech Republic 9,95 € DHL 39,15 € FedEx
Hungary 9,95 € DHL 39,15 € FedEx
Cyprus 9,95 € DHL 39,15 € FedEx



Free standard shipping over: € 50 / £ 45.

In which countries is delivery possible?

Free standard shipping over: € 50 / £ 45.

An overview of our current destination countries, their shipping costs and shipping partners can be found below:

country of delivery Standard shipping Express shipping
costs deliverer costs deliverer
Belgium 9,95 € DPD 19,95 € FedEx
Bulgaria 9,95 € DHL 39,15 € FedEx
Denmark 9,95 € DHL 19,95 € FedEx
Germany 4,95 € DHL 9,95 € UPS
Estonia 9,95 € DHL 39,15 € FedEx
Finland 9,95 € DHL 19,95 € FedEx
France 9,95 € UPS 19,95 € FedEx
Greece 9,95 € DHL 19,95 € FedEx
Great Britain 9,95 € / 9,50 £ UPS 19,95 € / 17,60 £ FedEx
Ireland 9,95 € / 9,50 £ DHL 19,95 € / 17,60 £ FedEx
Italy 9,95 € DHL 19,95 € FedEx
Croatia 9,95 € DHL 43,05 € FedEx
Latvia 9,95 € DHL 39,15 € FedEx
Liechtenstein 12,56 € DHL 31,70 € FedEx
Lithuania 9,95 € DHL 39,15 € FedEx
Luxemburg 9,95 € DPD 19,95 € FedEx
Malta 9,95 € DHL 19,95 € FedEx
Netherlands 9,95 € DPD 19,95 € FedEx
Norway 12,56 € DHL 31,70 € FedEx
Austria 5,95 € GLS 19,95 € FedEx
Poland 9,95 € DHL 19,95 € FedEx
Portugal 9,95 € DHL 19,95 € FedEx
Romania 9,95 € DHL 39,15 € FedEx
Sweden 9,95 € DHL 19,95 € FedEx
Switzerland 12,56 € DHL 31,70 € FedEx
Slovakia 9,95 € DHL 47,85 € FedEx
Slovenia 9,95 € DHL 39,15 € FedEx
Spain 9,95 € DHL 19,95 € FedEx
Czech Republic 9,95 € DHL 39,15 € FedEx
Hungary 9,95 € DHL 39,15 € FedEx
Cyprus 9,95 € DHL 39,15 € FedEx

I cannot choose my destination country in the order process. What can I do?

If your desired delivery country is not available for selection, then we unfortunately don’t ship to this country. Use our store finder to find a dealer in your area or contact us directly. Our contact details can be viewed here.

Does COEUR DE LION offer express shipping?

Yes, we offer express shipping to the listed destination countries. Our express shipping service usually takes 1–2 working days (Monday to Friday). The exact delivery date will be indicated during the order process and in the order confirmation. Express shipping costs and shipping partners are listed in the following table:

country of delivery Standard shipping Express shipping
costs deliverer costs deliverer
Belgium 9,95 € DPD 19,95 € FedEx
Bulgaria 9,95 € DHL 39,15 € FedEx
Denmark 9,95 € DHL 19,95 € FedEx
Germany 4,95 € DHL 9,95 € UPS
Estonia 9,95 € DHL 39,15 € FedEx
Finland 9,95 € DHL 19,95 € FedEx
France 9,95 € UPS 19,95 € FedEx
Greece 9,95 € DHL 19,95 € FedEx
Great Britain 9,95 € / 9,50 £ UPS 19,95 € / 17,60 £ FedEx
Ireland 9,95 € / 9,50 £ DHL 19,95 € / 17,60 £ FedEx
Italy 9,95 € DHL 19,95 € FedEx
Croatia 9,95 € DHL 43,05 € FedEx
Latvia 9,95 € DHL 39,15 € FedEx
Liechtenstein 12,56 € DHL 31,70 € FedEx
Lithuania 9,95 € DHL 39,15 € FedEx
Luxemburg 9,95 € DPD 19,95 € FedEx
Malta 9,95 € DHL 19,95 € FedEx
Netherlands 9,95 € DPD 19,95 € FedEx
Norway 12,56 € DHL 31,70 € FedEx
Austria 5,95 € GLS 19,95 € FedEx
Poland 9,95 € DHL 19,95 € FedEx
Portugal 9,95 € DHL 19,95 € FedEx
Romania 9,95 € DHL 39,15 € FedEx
Sweden 9,95 € DHL 19,95 € FedEx
Switzerland 12,56 € DHL 31,70 € FedEx
Slovakia 9,95 € DHL 47,85 € FedEx
Slovenia 9,95 € DHL 39,15 € FedEx
Spain 9,95 € DHL 19,95 € FedEx
Czech Republic 9,95 € DHL 39,15 € FedEx
Hungary 9,95 € DHL 39,15 € FedEx
Cyprus 9,95 € DHL 39,15 € FedEx



Free standard shipping over: € 50 / £ 45.

I made a mistake in the shipping address. What can I do?

As soon as your order is processed, the shipping address can unfortunately no longer be amended. In this case, the order must be cancelled and placed again. Please contact us immediately if this is necessary. Our contact details can be viewed here.

My package has been lost. What can I do?

If your package has been lost on the way to you or can no longer be traced via the tracking number, please contact our customer service team. Our contact details can be viewed here.

Returns

How can I return or exchange my jewellery?

Goods purchased online cannot be returned to a shop, but may exclusively be returned to the online shop. The same applies in the opposite case. goods purchased in a retail store cannot be returned through the online shop.

If no returns label is offered for your country, you can also return the package to us at your own expense. Please use the following address:

COEUR DE LION Schmuckdesign GmbH
c/o MAILCOM AG
Lise-Meitner-Str. 4
D-82216 Maisach

How can I be sure that COEUR DE LION has received my return shipment?

You can trace your package using the consignment number of the return package label or the consignment receipt of the shipping company.

You are also welcome to contact us and ask for the current status of your return. Our contact details can be viewed here.

Please note that the return shipment and processing of a return may take several days.

Request return documents

Please complete the enclosed return slip and enclose it with the return.

You can use the following link to generate a return label for a free return shipment: www.coeur.de/en/cms/returns

How long does it take for the return to be processed and my money to be credited?

A return is usually processed and the amount credited within two business days of receipt of the return package. Depending on the payment type selected, it may take a few days for you to receive the refund.

Will I get the originally charged shipping costs refunded when I return my order?

After receipt of the return, the invoice amount of the goods will be credited within a few days. If the entire order is returned, the shipping costs will be refunded. If only parts of the order are returned, the shipping costs will not be refunded.

Our Products

I am looking for a particular piece of jewellery. What can I do?

Please send us a detailed description or, if possible, a picture of the desired piece of jewellery to service@coeur.de.

We will be happy to check if we still have the jewellery in stock. If this is the case, you can purchase the jewellery through us.

Is there a sizing tool for COEUR DE LION jewellery?

Size or length specifications are provided for each product. In addition, each necklace features a picture with an illustration showing the length of the necklace when worn.

A sizing tool especially for our rings can be found here:
https://www.coeur.de/en/cms/ringSizes

Can I have my COEUR DE LION jewellery extended/shortened?

If you would you like to extend your piece of jewellery by a few centimetres, that’s no problem. Find the matching silver, gold or rose gold extension chain for each necklace in our online shop. Just attach and done! Jewellery with magnetic clasps cannot be extended.

Jewellery can only be shorted by a specialist dealer. Please contact a retailer in your area.

How do I best treat my COEUR DE LION jewellery? / Wearing instructions:

Perfume, creams or hair spray can affect the shine of the jewellery and its brilliance. Please do not put on your jewellery until you have applied perfume, cream, hair spray or deodorant. Avoid the generous application of make-up in the area around the jewellery.

Sweat can also damage the surface of the jewellery. Therefore, please do not wear the jewellery to the sauna, on tanning beds or while exercising.
Also avoid direct and intensive contact with water and other liquids. We therefore recommend that you remove your jewellery before showering.

How should I store my COEUR DE LION jewellery?

We recommend that you store the jewellery in the supplied designer case to avoid kinks in the wire or material damage.

Why and how do COEUR DE LION products receive a ‘hallmark’ / ‘quality seal’?

Jewellery by COEUR DE LION can be recognised by the stainless steel quality seal on every necklace and bracelet – assuring you of scrupulously tested quality from our studios.

In addition, each jewellery box comes with a certificate that confirms the authenticity of the piece and was authorised by the respective dealer. This is our guarantee to you that designer jewellery by COEUR DE LION is of a very high quality and especially durable.

Can I have my COEUR DE LION jewellery altered?

The jewellery in our online shop can be purchased only as pictured and described. We regret that customisations and engravings are not possible. Available colour variations are shown online for each item and cannot be changed.

For information on lengthening or shortening COEUR DE LION jewellery, please refer to section 3.

Is COEUR DE LION jewellery nickel free?

All our jewellery is nickel free. We use 316L stainless steel, known as surgical steel, in our jewellery. This is of a very high quality and particularly well tolerated.

What are the available lengths of COEUR DE LION necklaces and bracelets?

Our necklace lengths vary between 41-70 cm (depending on the model). The exact necklace lengths are specified in the respective product descriptions in our online shop.

The bracelet lengths are between 16-19 cm and also dependent on the model.

Both our necklaces and bracelets can be independently lengthened with extension chains.

Our extension chains can be found here:
www.coeur.de/en/extras

What materials is COEUR DE LION jewellery made of?

- The hinged fasteners of our earrings as well as the ball and cube studs are made of nickel-free rhodium-plated sterling silver (stamp 925).
  All other stud earrings are made of stainless steel 316L or nickel-free rhodium-plated brass and therefore harmless.
- In the case of the rings, the rails are exclusively made of 316L stainless steel.
- All closures on necklaces and bracelets are made of high-quality 316L stainless steel.
- All golden metal components are nickel-free and gold plated on a steel or brass base.

I've lost an earring/stud. What can I do?

Unfortunately, we do not sell single earrings, only pairs.
Please send us a picture of the earring you still have or ideally the items number. We will be happy to check if a pair of this type of earring is available for purchase.

Care Tips

How should I care for the jewellery?

• Perfume, creams, hair spray and other cosmetic products can affect the shine of the jewellery and its brilliance.

• We therefore recommend that you don’t put on your jewellery until you have applied your cosmetic products (such as perfume, cream, hair spray or deodorant).

• Avoid the generous application of make-up in the area around the jewellery.

• Sweat can also attack the surface of the jewellery. Therefore, do not wear the jewellery to the sauna, on tanning beds or while exercising.

• Avoid direct and intensive contact with water and other liquids.

• We recommend that you remove your jewellery before showering and going to bed.

• To avoid kinks in the nylon-steel rope, store the jewellery in the provided packaging.

• We recommend that you store the jewellery in the supplied designer case.

Can the jewellery be cleaned with a silver cloth?

No, silver cloths should not be used. Instead, we recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

How should the jewellery be cleaned?

We recommend wiping our jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material. Contact with alcoholic products should be avoided at all costs.

Please do not clean our jewellery in ultrasonic devices or silver baths.

Can the jewellery be cleaned in an ultrasonic bath?

No, the jewellery should not be cleaned in an ultrasonic bath. Instead, we recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

Can the jewellery be cleaned in water?

No, the jewellery should not be cleaned in water. Instead, we recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

Can the jewellery be cleaned in a silver immersion bath?

No, the jewellery should not be cleaned in a silver immersion bath. Instead, we recommend wiping the jewellery with a dry microfibre cloth as required to prevent residues of sweat, perfume, cream, etc. from damaging the material.

Do you offer a cleaning service?

We generally don’t offer a designated cleaning service, but rather a rework service. Please send us a photo of your jewellery so that we can assess if we can clean/rework it.

Please send an email with pictures and your request to customer-service@coeur.de.

The stones are not shiny anymore. How can I clean/polish them?

Please send us a photo of your jewellery so that we can assess if we can clean/rework it.

Please send an email with pictures and your request to customer-service@coeur.de.

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