FAQs
Below you will find
You'll find answers to our most frequently asked questions here. Should your question
If your question isn't answered here, please contact us anytime at hello@artofsoul.ch and we'll be happy to help.
Continue as quickly as possible.
Order
I did not receive an order confirmation.
If you can't find a confirmation email,
Please also check your spam folder.
If you entered an incorrect email address during the ordering process,
Please contact our customer service. We can correct your address.
and resend the order confirmation.
Can I change or cancel my order?
A change or cancellation is only possible
Possible as long as you haven't received a shipping confirmation. Please
Please contact us as soon as possible so we can check if a
Adjustments are still possible.
If you forgot to order something, simply place a new order.
If possible, we will combine your orders for shipping.
My order hasn't arrived yet, what should I do?
If you have not received your delivery within the stated delivery time, please first check the delivery time indicated on the product page.
Contact our customer service so we can check the status of your order for
We can check and clarify things for you.
I received the wrong or a damaged item.
We are very sorry about that. Please send us your
Please send the order number and a photo of the item to our customer support.
We will find a suitable solution as quickly as possible.
Can my order be delivered to a different address?
Yes, you can at
During the ordering process, you can specify a different delivery address. Please note:
Make sure all the information is correct before you complete the purchase.
pay
Which payment methods are accepted?
You can join us with
The following payment methods are available:
• MasterCard
• Visa
• Google Pay
• Apple Pay
• TWINT
• Purchase on prepayment invoice
Why can't I order on account?
•We only ship your order against prepayment,
that means:
You pay the amount in advance by
Bank transfer to our IBAN number.
Unfortunately, we cannot process the order without full payment.
Edit or send. Other payment options (such as purchase on account)
are currently unavailable.
Shipment
Is shipping free?
• Switzerland: From an order value of
Shipping is free for orders over CHF 69.–.
• For orders under CHF 69.– we charge a flat fee of CHF 9.– (Swiss Post).
You can find more details in the Shipping section.
Warranty & Returns
Is there a shipment tracking system?
Our shipping methods:
• Under CHF 60.– A-Post Plus with tracking (no signature required)
• CHF 60.– CHF 120.– A-Post Standard Letter (without tracking)
• From CHF 120.– A-Post Plus with tracking (no signature required)
International orders will be sent by letter.
Shipped via International Priority.
You can find the delivery times of the Swiss Post on their website.
How long does delivery take?
We usually ship your order within
within 2 working days after receipt of payment.
With A-Post, your delivery should arrive within 2-3 business days.
(except on weekends) to be with you.
Depending on stock levels and order volume, delivery times may be delayed.
They're coming. You can see the exact times on the respective product page.
Lieferbesonderheiten?
Da wir ein Familiengeführtes Unternehmen sind und jedes Schmuckstück mit viel Liebe und Sorgfalt auswählen, kommt es manchmal vor, dass wir für den Einkauf unserer neuen Kollektion unterwegs sind.
Während dieser Zeit funktioniert unser Onlineshop weiterhin, jedoch kann sich die Lieferzeit um ein bis zwei Wochen verlängern.
Wir legen großen Wert auf hohe Qualität und besondere Schmuckstücke, deshalb erledigen wir alles selbst von der Auswahl bis zum Versand.
Bei Fragen oder dringenden Anliegen kannst du dich jederzeit per E-Mail an hello@artorsoul.ch an uns wenden. Auch wenn wir unterwegs sind, beantworten wir deine Nachricht so schnell wie möglich.
Vielen Dank für dein Verständnis und deine Geduld!
guarantee
Do I have a warranty on my jewelry?
Yes! Our guarantee includes:
• No fading or discoloration
• Within 12 months of purchase, we will repair or replace your
Jewelry will be replaced free of charge in case of material or workmanship defects (e.g., defective items).
Clasps, loose stones, open eyelets or broken chains).
You can find more information under Shipping, Warranty & Returns .
What is excluded from the warranty?
No warranties apply to:
• Natural wear and tear
• Improper use
• Loss or theft
• Size adjustments or changes by third parties
• Damage caused by impacts, falls or accidents
• General wear and tear or wear parts
Returns, Refunds & Exchanges
How do I return an item?
You can find all the information about returns here.
in the section on cancellation policy
Is the return free?
The postage costs
The sender is responsible for return shipping costs. If a return package is lost or
If it is damaged, unfortunately we cannot cover the costs.
How does an exchange work?
An exchange is
possible within 14 days of receipt.
Please contact our customer support.
The items must be in perfect condition with original packaging and without any signs of use.
The sender is responsible for return shipping costs. In case of loss or damage to the
Unfortunately, we cannot cover return shipping costs.
How do I get my refund?
Once we have received your return,
We will refund the amount using the same payment method. You will receive
You will receive confirmation via email. The credit may take a few business days to be applied.
materials
What materials are used?
Our jewelry consists of:
• Premium 316L stainless steel, some with 14K or 18K gold plating
• 925 Sterling Silver
• 925 sterling silver with 14K or 18K plating
Gold plating
You can find more information in the section "Our Materials".
Are the pieces of jewelry suitable for allergy sufferers?
Our gold-plated stainless steel is nickel-free.
and hypoallergenic, the material is also used in surgery.
Even the smallest traces of nickel cannot be completely ruled out in silver.
become.
Should you experience any adverse reaction, please contact our
Customer support.
Support & Customer Service
Questions? We're happy to help!
If you have any questions, need help, or if anything is unclear, we are happy to assist you.
here for you.
Simply contact us via email:
hello@artofsoul.ch
Our team will respond to you as soon as possible and support you with
all matters relating to your order, products or returns.