FAQs
MATERIALS
What materials are used for the jewelry?
We primarily use recycled 925 sterling silver, finished with high-quality 14k and 18k gold plating as well as rhodium plating. Our collection also features genuine gemstones and semi-precious stones from around the world, such as moonstone, emerald, aventurine, and turquoise. A few of our pieces are crafted from stainless steel, which is 14k gold-plated and water-resistant.
Are the jewelry pieces handmade?
Yes, our jewelry is lovingly handcrafted by skilled artisans with years of expertise.
Is your jewelry hypoallergenic?
Our jewelry, especially the sterling silver pieces, complies with the EU's REACH regulation (Regulation No. 1907/2006), ensuring they are nickel, cadmium, and lead-free. They are safe for individuals with allergies.
Where is the jewelry produced?
Our jewelry is responsibly crafted in small-scale workshops in India and Italy. The Indian workshop is a family-run business with whom we maintain a close and trusted relationship.
Is your jewelry water-resistant?
Our gold-plated jewelry is water-resistant but not impervious to chemicals such as hand soap, shampoo, or detergents. To ensure longevity, we recommend removing jewelry during showers, handwashing, and sports activities. Sterling silver pieces, however, can be worn daily without concern. Each piece comes in our exclusive CAYÉ packaging, designed to protect and store your jewelry safely.
ORDERS
How can I place an order?
Placing an order is simple! Browse our collection, select your desired items, and add them to your cart. Once you're ready, proceed to checkout and follow the instructions to complete your purchase.
Can I modify or cancel my order after placing it?
Because we want your order to reach you as quickly as possible, we lovingly package and ship all orders the same day. For this reason, you have 2 hours to cancel or modify your order. If you'd like to make changes, please contact us via email within this timeframe with your order number, and we'll adjust it for you as requested.
How do I know if my order was successful?
You will receive a confirmation email shortly after completing your purchase. If you don't see it, check your spam or promotions folder.
Is it possible to preorder an item?
Yes, preordering is available for select items. If an item is eligible for preorder, it will be clearly marked on the product page.
RETURNS AND EXCHANGES
Can I return or exchange jewelry?
Yes, we offer a 14-day return policy within the EU. Please note that items must be returned in the same condition as they were sent — free of defects, damage, or visible signs of use. If these conditions are not met, we reserve the right to refuse the return.
How does the return process work?
To initiate a return, please contact us via email and fill out the return form provided. Once completed, send the item back to us. Please note that the return shipping costs are borne by the buyer.
How long does it take to receive my refund?
Standard processing times apply. Refunds are issued once the returned item has been inspected and approved.
Are there items that cannot be returned?
All items fall under our return policy as long as they meet the conditions outlined above.
I received a damaged item. What should I do?
Our jewelry is carefully packaged to ensure it reaches you in perfect condition and leaves our warehouse unblemished. However, if your item arrives damaged, please email us at info@caye-jewelry.com within 24 hours, including a photo of the damage. We will promptly arrange for a replacement to be sent to you.
SHIPPING
Do you ship internationally?
Yes, we offer international shipping to most countries worldwide.
How much does shipping cost?
We offer free shipping for orders over €80. For orders below €80, shipping costs within Germany are €4.99. International shipping costs vary depending on the destination (see below). All orders are shipped via DHL.
How long does shipping take?
How long does shipping take?
Germany: 1–2 business days.
EU Countries: 3–5 business days, €12.99.
United Kingdom: 3–5 business days, €12.99.
United States + International: 5–11 business days, costs start at €23.90.
For detailed information regarding shipping to a specific destination, please visit this DHL page.
Will I need to pay customs duties or taxes?
Orders delivered to countries within the EU are customs-free. However, for shipments to non-EU countries such as Switzerland, the UK, or international destinations like the USA, customs duties or taxes may apply. These charges are the buyer's responsibility and depend on the regulations of the destination country. We recommend checking with your local customs office for detailed information.
How can I track my order?
You will receive a shipping confirmation email with a tracking number once your order is dispatched. Use this number on the DHL website to track your shipment.
What should I do if my package doesn’t arrive?
If your package doesn’t arrive within the estimated delivery time, please contact us at info@caye-jewelry.com, and our customer service team will assist you promptly.
CARE AND DURABILITY
How do I properly care for my jewelry?
To ensure your jewelry remains beautiful for years:
- Sterling Silver: Keep it dry and store it in an airtight container to prevent tarnishing. Use a soft polishing cloth regularly to maintain its shine. Avoid exposure to chemicals, cleaning products, and perfumes.
- Gold-Plated Jewelry: To preserve the gold layer, avoid water, sweat, and cosmetics. Always remove your jewelry before swimming, showering, or engaging in physical activities. Wipe it with a soft, non-abrasive cloth after wearing it to remove oils or residue.
Does your jewelry tarnish?
Like all precious metals, sterling silver may naturally oxidize over time, developing a darkened patina due to sulfur compounds in the air. This is a hallmark of genuine silver and is often admired for its character. To preserve its shine, most of our silver pieces are rhodium-plated. If tarnishing occurs, it’s easy to restore their brilliance with a simple cleaning cloth. To minimize oxidation, store your jewelry in an airtight container and avoid prolonged exposure to high humidity, sweat, or harsh chemicals.
What should I do if my jewelry is damaged?
For premium pieces like engagement rings, we offer a 1-year warranty. If you experience issues such as stones falling out or the gold plating wearing off, please send the item back to us. We’ll repair it and return it to you.
This warranty covers manufacturing defects, such as:
- Lost or loose stones due to faulty settings.
- Broken chains, clasps, or posts from transit or mishandling at the time of receipt.
Important Notes:
- Damage caused by misuse or general wear and tear beyond the warranty period is not covered.
- Please contact us within 1 year of purchase for eligible repairs at info@caye-jewelry.com.
CONTACT
How can I contact you?
You can reach us via our contact form on the website or send us an email at info@caye-jewelry.com.
How quickly do you respond to inquiries?
We aim to respond to all inquiries as quickly as possible, typically within 24 hours.
Do you have customer service?
Yes, we have a dedicated customer service team available to assist you with any questions or concerns.