FAQ


Availability
In stock: this piece can be purchased straight away.
Coming soon: the requested piece is out of stock at this moment. Feel free to send a request via email with your preferences and we will get back to you as soon as possible.
Sold out: this product is no longer available. 

Delivery time
Processing time: it takes 2/3 business days (after payment) to process your order.
Delivery time: orders within The Netherlands will be shipped within 2 working days after processing. Orders for Europe will take up to 4/5 working days, worldwide it depends on the destination.

Shipping costs
Sending of your order within The Netherlands will cost €6,95 when choosing for standard mail or €8,60 when choosing for registered mail; the order will be shipped by PostNL. Within Europe it will cost €13,00 up to €19,30 depending on which area it needs to be shipped to. Shipping worldwide starts from €24,30 depending on which continent it needs to be shipped to.

Shipment tracking
Within the Netherlands we work with PostNL to deliver your purchase. We will provide you with a track and trace code so you can easily follow your package online. Orders for Europe and Worldwide you will also receive a track and trace code once the parcel is shipped.

Payment options
By creditcard or by Paypal: payments within the webshop will be done by creditcard or Paypal. Creating a free account can be done easily. As a Paypal user you can transfer an amount from your bank account to your own Paypal account. This gives you the possibility to make a payment from your Paypal account to our Paypal account. By internet banking: if you do not have a Paypal account, please send an email and you will receive an invoice by email with our bank details.

Return / exchange / refund
When your piece is not quite as expected or if the size is not to your liking, you can return it. The pieces can be exchanged for a different size, or when needed with a supplement payment, for another product. The return transmission of your product is at your own expense. If you would like to reclaim your money, please send an email and we will do our absolute best to find an appropriate solution.

Complaints
Even though we do our absolute best to assure that your piece is perfect when shipped, a default can occur. Please do not hesitate to contact us, preferably by sending us an email with some pictures to show the problem.
A possible complain can be: discoloration, exposure to sun and/or water can discolor your silver.
Damage: despite of your careful handling of your jewelry it is still possible that you accidentally damage it, like scratches and dents on the surface. Unfortunately SOTINE cannot be held responsible for your handling. We cannot refund your money after you have received your piece in perfect condition.
Broken or defects: a ring has opened or different parts of a ring, earring or bracelet have released.

How to take care of your jewelry
Please store your jewelry well, preferably in its box and wrapping. Do not store your piece in direct sunlight or in a damp area, like a bathroom. Try to make sure that your piece does not get in touch with a lot of water (please take it off during a shower, or when your doing the dishes). You can clean your jewelry with a silver-cleaning cloth and this will take off stains and will bring out the shine again. If this doesn't do the trick please take a look at our serviceability. Remember that your jewelry deserves a little care every now and then.

Serviceability
Of course we want you to enjoy your jewelry for as long as possible and our aim is to ensure this. Therefore we offer you the following possibilities:
Cleaning: tarnish disappears and thus the item will shine beautifully again. Polishing: surface scratches can disappear. Restore: if there is a slightly bent or loose object we can repair this for you. For the options above the shipping costs will be at your behalf.
Defective: each item is put together by hand and treated with care. A defect can happen unfortunately and we will solve this problem at the atelier. Please get in touch with us by sending an email with pictures of the defect and we will respond with a suitable solution as soon as possible. Shipping costs in this case will be at our behalf.