Frequently Asked Questions
- Exchanges and returns
- Placing an order
- Maintanance and warranty
- Discount codes and gift vouchers
- About the materials
Can I return my order?
Of course you can. Within 14 days after receiving your order. Make sure you return the complete items, with price tags, and that you have not used, damaged or worn them. If you return part of your order, we’ll pay the return costs. If you return everything, you pay the return costs.
As soon as we’ve received the items, we’ll refund you using the same payment method you used. If you return items that are damaged or used, we’ll not refund the full purchase price.
The quickest way to process your return, is when you use our return form. You can download it here. You can also send us an email with all the details.
How do I get my money back?
We’ll refund you using the same method of payment you used to pay for your purchase. If you paid a part of your purchase with a gift certificate from A Beautiful Story, you’ll get a refund for that part as well.
Can I exchange my order?
No, you can't. Do you prefer another item? Send your original order back to us. We'll refund as soon as possible, so you can place a new order.
Which payment methods does A Beautiful Story accept?
We would like to make it as easy as possible for you to complete your order at A Beautiful Story. To pay for your order you can use:
- iDEAL (Netherlands)
- Bancontact (Belgium)
- Sofort Banking/Giropay (Germany)
- Credit card
- Bank transfer
- Webshop giftcard
- A Beautiful Story gift voucher
- A Beautiful Story discount code
Do the items include VAT?
Yes, all our prices include VAT.
How do I place an order?
Ordering is easy. If you already have an account with us, please log in first. Don’t worry, you can also order without an account. Find your lucky tool on abeautifulstory.eu and click the button add to shopping cart. The article is now in your shopping cart. If you click on the shopping cart symbol at the top right of your screen, you’ll see what's in your shopping cart. Do you have a discount code or an A Beautiful Story gift voucher? Enter your voucher code in the field at the bottom of the screen in your shopping cart. Then click order, fill in your details and choose a payment method. Accept the terms and conditions and click confirm. The system will now redirect you to your payment method. Paid? Then your order has been placed. We'll email you a confirmation and we'll arrange for your package to get to you as soon as possible. If you create an account after ordering, ordering is even easier next time.
Can I cancel my order?
If you place an order with us, we immediately start working in our warehouse. Did you order less than half an hour ago? Call our customer service and we'll see if we can still cancel your order.
Can I change my order?
No, you can't make changes once you've ordered. Please call our customer service to see if we can still cancel your order.
I haven't received a confirmation, now what?
Maybe the confirmation is in your spambox. It’s not there either? Mail our customer service, and we'll help you.
Can my order be gift-wrapped?
We pack all jewelry in a nice box or cotton bag with a hand-painted illustration. The only gifts we do not wrap are gemstone cards, rings, brooches, jewelry postcards, notebooks and gift vouchers. But they will still look pretty!
What delivery options can I choose from?
We ship with PostNL. Orders within the Netherlands almost always fit through the mailbox, so you don't have to stay at home.
Shipping costs in the Netherlands: € 1.95
In the EU: € 4.95
Outside the EU: € 9.95
Please note that countries outside the EU may levy additional taxes.The destination country (outside the EU) can levy additional tax.
What is your delivery time?
PostNL delivers 98% of mailbox mail the next delivery day. That means 2% comes a little later. That is why we set a delivery time of 1-3 working days in the Netherlands. In Europe 3-6 working days, and outside Europe 6+ working days.
According to the tracking code my parcel has already been delivered, but I haven’t received it. Where is my package?
If you have received a tracking code from us, you can check where your parcel is via PostNL. You may also check with your neighbors, sometimes parcels are accidentally put in the wrong mailbox. Don’t they have it either? Send an email to our customer service.
I received the wrong item. How do I get the right one?
Oops, someone got confused when packing your order. We are really sorry about that. Mail our customer service and we’ll help you sort it out.
My order arrived damaged. How do we solve this?
We are sorry to hear that. Mail our customer service and we'll fix this.
There is an item missing from my order. Is it still on its way?
That is only possible if you have placed a large order. Only 6 items fit in 1 mailbox package, so the missing item could arrive separately. Mail our customer service, and we’ll help you.
How does my jewelry stay beautiful?
- Do you wear make-up or use hairspray or perfume? Put it on first and then put on your jewelry as the finishing touch.
- Our jewelry is not fond of water. So take your jewelry off when cleaning, showering or swimming.
- Keep your jewelry in a place where it's dry. So your bathroom is not the best idea.
- Chemicals, extreme temperatures and harsh sunlight don’t go well with jewelry.
My item is broken or damaged. Now what?
That's annoying. If you mail our customer service and send us a picture of the jewelry, we will help you out.
How long is the warranty period?
For all items you buy from us, the legal warranty applies. This means that all our items should meet reasonable expectations. On top of the legal warranty, we give you 2 months extra warranty on the quality of your lucky tool. Not 100% happy? Send an email to our customer service.
How do I redeem my gift voucher?
You can enter your voucher code at the bottom of the screen in your shopping cart. You’ll notice that the amount is being deducted from the total amount right away.
I forgot to redeem my gift voucher while ordering. What now?
Our system can’t redeem your gift card once you’ve completed your order. The good news? You can always use it the next time you place an order!
What is the difference between your gift certificate and the Webshop Giftcard?
A gift card from A Beautiful Story can only be used in our own webshop. The Webshop Giftcard is accepted by several online stores.
How do I redeem a discount code?
You enter the discount code at the bottom of the screen in your shopping cart. At the top of the screen you will see right away whether the code is valid or not. Your discount will be deducted from the total amount immediately.
Can I combine multiple gift vouchers in 1 order?
No unfortunately this isn't possible. You can only use 1 gift voucher or 1 discount code per order.
Are the gems real?
Yes, as far as we can tell. That may sound a bit odd, but we aren’t 100% certain about the origins of the gems. We rely on the professionalism and honesty of our producers and their suppliers.
What kind of gems do you use?
Before 1967, a distinction was made between semi-precious and precious stones. Diamond, ruby, sapphire, and emerald were gemstones, rose quartz for example was a semi-precious stone. Nowadays, we just talk about gemstones. There are also synthetic gemstones: these are created in a laboratory. We only use natural gemstones for our lucky tools. Some suppliers deepen the color of a stone using a certain technique. Rose quartz, for example, becomes a slightly brighter shade of pink, but it still remains real rose quartz.
What kind of beads do you use?
We use glass beads and brass beads.
Are your products nickel free?
Absolutely. We use brass and all other materials compliant with the EU REACH-rules: so, your jewelry is nickel free.
Are the products vegan?
Almost all of our products are vegan. Some jewelry from older collections still have white or dark brown beads made from horn or bone.
What kind of material is silvered or gilded brass?
Brass is an alloy of copper and zinc. The composition of brass is usually 66% copper and 34% zinc. With silver plating, the brass is coated with a layer of silver. With gilding, the item of brass is covered with a thin coating of gold.
What kind of silver do you use in the premium collection?
The premium collection is made of 925 sterling silver and 925 gold plated sterling silver. Sterling silver is an alloy of 92.5% silver and 7.5% other metal, mostly copper.
Are the paper gifts made of recycled paper?
Yes, we use paper with the FSC quality mark. This way you can be sure that the raw material for the paper comes from responsibly managed forests. And not from a primeval forest or plantations for which tropical rainforest has had to make way.
I have a complaint, what now?
Not entirely satisfied? We’d like to make up for that. Let us know and we'll get back to you as soon as possible. Don't you like our solution and can’t we work it out together? Submit your complaint to the European ODR Platform. But we hope it doesn’t have to come to that.