If you don't find the answer to your question here, you can always email us. Simply use our contact form here .

Questions about the bracelets

How do I know if the bracelet fits me in terms of size?

Our bracelets are available in three different standard sizes: S (16cm), M (18cm), L (20cm).

They are equipped with an elastic nylon cord, which makes them very easy to put on and take off.

To find out if the bracelet fits, you need to measure the circumference of your wrist.

All you need is a tape measure or a longer piece of paper, fabric or rope/thread.

1. Next, place the tape measure around your wrist until you encircle your wrist once. Mark the exact spot where the tape measure wraps around.

2. Now read off the length.

If you need a larger or smaller bracelet, you can contact us at any time by email and we will make one in your desired size.

Are the bracelets waterproof?

Water is not a problem at all. You can go into the shower with the wristbands on. One should only avoid strong shampoos and other bath products on the bracelets, otherwise it may affect the elasticity.

Can I order a bracelet with a custom combination of gemstones?

Yes, simply use our contact form and enter your desired combination there .

What can I do if my bracelet is torn?

If the bracelet suddenly tears or a natural stone falls off, it is best to send us an e-mail directly to info@urvolk.net with pictures of the bracelet and a short text explaining how and in what context this happened. Depending on the circumstances, you can send us the damaged bracelet and we will replace or repair your bracelet.

 

Questions about delivery and shipping

All information about shipping can be found here.

Questions about complaints and returns

How do I return an item?

You have the option of returning your order up to 14 days after receipt of the goods. Please note that this only applies to unopened, complete and unused items and sets. The shipping costs for the return are not covered.

Always make sure that your shipment is packed well and securely and cannot be damaged during transport. Please avoid returns in envelopes.

Note: Credits are only given for returns that have been received in full. This also includes the exclusive extras (goodies) that we send that are available with certain products, since these extras are explicitly linked to the purchase of a specific product.

The shipment tracking shows that the return has already arrived. When will I get the confirmation?

We do our best to process your return as soon as possible after it has reached us. Please give us up to 14 days to do this. It is best to keep the receipt for your return until we send you a confirmation by email.

If your return was more than 14 days ago, please contact us via info@urvolk.net.

Please have your order number and proof of return ready.

Has my return arrived?

As soon as we have received your return, you will receive a confirmation of receipt from us by e-mail.

We will then check your return and send you a detailed confirmation of which items we have booked as a return. However, depending on the order volume, this can take up to 14 days. 

If you have not yet received a confirmation of receipt, you can use the tracking number to easily check where your return is currently located. To do this, simply enter the tracking number of the return, which is noted on the posting receipt, online in >> DHL tracking << and see where the package is currently located.

If your return was more than 14 days ago and you have not yet received a confirmation of receipt, please contact us via info@urvolk.net.

Please have your order number and proof of return ready.

I returned something and am still waiting for my refund

As soon as we have received your return, you will receive a confirmation of receipt from us by e-mail.

We will do our best to process your return as quickly as possible, but depending on the volume of the order, this can take up to 14 days. 

It is therefore imperative that you keep your posting receipt until the credit has been issued.

If you have returned something and have not received a confirmation from us after 14 days, please contact customer service and have your tracking number ready. It is best to use our info@urvolk.net.

If you made the purchase on account via Klarna, you can already announce the return in your Klarna account. This works via "Register return".

In this case, the payment target pauses until we have processed the return (maximum 21 days) .

My delivery arrived incomplete. What can I do?

If your package is externally intact, but goods are missing in the package, please contact our customer service. It is best to use info@urvolk.net for this.

If the package also shows external damage, it is best to report this directly to the courier and refuse to accept it. If it is too late for that, please take meaningful pictures of the damage and email them to info@urvolk.net.

Please do not dispose of the box without consulting us!

My package has been sent back to you. How do I proceed now?

If your package is sent back to us, we will book the goods back in and refund you the invoice amount or cancel the invoice. If you are still interested in the goods, please place the order again. 

If you used a voucher for your original order that is no longer valid, please contact our customer service so that the price difference can be refunded to you.
It is best to use info@urvolk.net for this.

My item arrived defective. What can I do?

We are very sorry that your delivery arrived defective. 

If your package looks intact but contains defective goods, please contact our customer service. It is best to use info@urvolk.net for this.

If the package also shows external damage, it is best to report this directly to the courier and refuse to accept it. If it is too late for that, please take meaningful pictures of the damage and email them to info@urvolk.net.

Please do not dispose of defective products under any circumstances!

I don't like one or more items. What can I do now?

It's a pity that you don't like some articles.

You have the option of returning your order up to 14 days after receipt of the goods. Please note that this only applies to complete and unused items and sets.

Note: Credits are only given for returns that have been received in full. This also includes the exclusive extras (goodies) that we send that are available with certain products, since these extras are explicitly linked to the purchase of a specific product.

As soon as we have received your return and checked it accordingly, you will receive a confirmation from us by e-mail. The invoice amount excluding shipping costs will then usually be refunded within a few working days.

Please note that the processing of returns can take up to 14 days. 
It is therefore imperative that you keep your posting receipt until the credit has been issued.

If the purchase was made on account via Klarna, you can also pre-announce the return in your Klarna account. This is done using the "Register return" function.
In this case, the payment target pauses until we have processed the return (maximum 21 days).

If you have returned something and have not received a confirmation from us after 14 days, please contact our customer service. It is best to use info@urvolk.net for this.

Please have the tracking number of the return ready.

When and how is the refund made?

As soon as we have received your return, you will receive a confirmation of receipt from us by e-mail.

We will then check your return and send you a detailed confirmation of which items we have booked as a return. However, depending on the order volume, this can take up to 14 days. 

The invoice amount will then be refunded to you within 1-2 days.

If you have been waiting for a confirmation of receipt for more than 14 days, you can contact customer service. It is best to use info@urvolk.net for this.

Please have the tracking number of the return ready.

If you paid for the order via PayPal, we will refund the amount back to your PayPal account. If you paid by invoice, installment purchase, direct debit, credit card or instant bank transfer, our payment service provider Klarna is responsible for billing management.

 If you have any questions, please contact  Klarna Customer Service directly.

What is the return policy?

You have the option of returning your order up to 14 days after receipt of the goods. Please note that this only applies to complete and unused items and sets.

Credits are only given for returns that have been received in full. This also includes the exclusive free gifts (goodies) that we send that are available with certain products, since these are explicitly linked to the purchase of a certain product.

Other questions

How can I enter into a cooperation with Urvolk as a content creator? 

 Write us an email to info@urvolk.net with the subject "Cooperation". We are always looking for new like-minded people who share our enthusiasm for nature and our jewelry.