How do I determine the correct ring size?
It's very easy - please see our ring size determination page.
Unfortunately, the ring I ordered doesn't fit. Do you offer free adjustment?
Yes. Please contact our service team by email at service@renesim.com or by phone at +498912228930 or your personal Jewellery Consultant. You are also welcome to visit us in our RENÉSIM store at Amirplatz 1 in Munich.
When will I receive my piece of jewelry after ordering?
It usually takes 14 days to make a custom piece of jewelry. Our immediately available pieces of jewelry will be with you in a maximum of 3 working days. More complex pieces may take a little longer. In any case, we will inform you in detail about this before you buy. If you are in a particular hurry, please contact us. We have already performed many miracles!
Is delivery free? And is it insured?
Delivery is completely free of charge and risk-free for you. We cover all delivery costs and are liable for your piece of jewelry until you have it in your hands.
Where can I see the status of my order?
Please send an email to service@renesim.com, to your personal Jewellery Consultant or contact us by phone at: +49 89 12228930 .
Can I coordinate the delivery in advance?
Yes. You can arrange an exact date and place of delivery with our service team or your personal Jewellery Consultant.
Is delivery also possible on Saturdays?
Yes, in exceptional cases even on Sundays.
I need my delivery ASAP. Can I pay for express delivery?
Express delivery is of course possible. In special cases we also deliver personally. Additional costs for express delivery (e.g. air freight, express train, individual courier, special trips) can be found out from your personal Jewellery Consultant.
Where do you deliver? Do you also deliver to Switzerland?
Yes. For our Swiss customers, we offer VAT-free delivery for purchases over 1,000€ (limit set by customs).
In this case, you only pay the net price in Germany. The 7.7% Swiss VAT and the customs clearance fees (approx. 50 CHF) are due upon receipt. Billing is carried out via the respective courier service used. Collection from our RENÉSIM store in Munich is also possible. Here we issue the invoice with the German VAT of 19%, which you can then either get refunded from us directly at customs (or with stamped customs documents).
How do I change or cancel my order?
Please contact your personal customer service representative or our service team at service@renesim.com or by phone at +498912228930 . The formal cancellation policy can be found in our terms and conditions .
How do cancellations and returns work?
The statutory right of withdrawal grants you 14 days. At RENÉSIM you have an extended right of withdrawal for jewelry and watches for a total of 30 days. Within this time we grant you a free and uncomplicated return. This also applies to products that have been customized in one of the configurators.
My package didn't arrive. What should I do?
Please contact our service team at service@renesim.com or by phone at +49 89 12228930 . We will immediately help you find out where your package is.
My package didn't arrive. What should I do?
Please contact our service team at service@renesim.com or by phone at +49 89 1222 8930. We will immediately help you find out where your package is.
I'm planning a surprise. Is the packaging neutral?
Our outer packaging is absolutely neutral: a white rectangular box wrapped in security film, without stickers and only with the inconspicuous sender renesim GmbH. Inside the box, however, we make every effort to give you a wonderful unpacking experience. The finest materials, bows and tissue paper wrap around a high-quality handmade jewelry case that fits perfectly with the piece of jewelry you ordered.
Help! There is a problem with my piece of jewelry. What do I do now?
Satisfied customers are our greatest wish! If something is not to your satisfaction, we will definitely find a solution. Please contact your personal customer service representative or our service team at service@renesim.com or by phone at +49 89 12228930 .
