Complaints, returns and repairs of products

We have prepared a series of questions for you to make it easy in the orientation in the steps and procedure for complaints. Please answer Yes or No with a simple click. At the end we will give you individual instructions on how to proceed.

WARNING
All complaints and requests for repairs MUST be registered in our system.
If your complaint is not registered through our system and was sent separately via Slovenská pošta, without the registration and filling in the form, in this case we will not accept your shipment. Your shipment will be returned to your address and you will be forced to repeat the process.


Is your product purchased within the 2 year legal period warranty?


Frequently asked questions

CONTACT

As a part of modern innovations, we have decided to streamline our client service with an extended helpdesk service via email or social networks. We believe this set of questions will help you find the answers you are looking for without contacting us by phone, thus saving you time.

PAYMENTS

We do not offer bank transfer payments. If you are interested in advanced payment, please use one of our options - payment by credit card, through the PayPal gateway, or the ApplePay service.

Please re-order the product. Change the payment method to PAYPAL, cash on delivery or try GoPay, or try another payment card. The GoPay system informs you immediately after your payment whether it has been successful.

If the payment fails, please repeat your order immediately - this means you have to create a new order and check the correctness of the data or change the payment card or method of payment.

ADDITIONAL PRODUCTION OF JEWELLERY

All available products that we currently have in stock can be found on our e-shop: https://www.petratoth.sk/en/e-shop. All products that are planned for additional production can also be found on our e-shop with a label marked "pre-order". We have these products in production and their approximate date of completion can be found in the product description. Pre-ordered products can be purchased in advance, so you can be sure your product is booked. Pre-orders can only be paid for via GoPay, i.e. by credit card, debit card, or PAYPAL or ApplePay.

If the product is not in direct sale or pre-sale in our e-shop, we do not plan for additional production.

We are currently unable to answer this question. We will most likely not produce additional pieces and we recommend all our clients to not to wait and buy jewellery when it is available.

If the product cannot be added to your cart, it means, unfortunately, it has been sold out in the meantime. It is not possible to order it anymore and we do not currently plan to make more of them. Watch our e-shop, and if the product has a "sold out" label, you can enter your e-mail address and we will inform you about its restocking. At this time, we do not know if and when we will produce the product again and we believe that you will be able to choose from our current range of products. After all, everything we make is beautiful, isn't it?

If you cannot order the product, it means that it has unfortunately been sold out in the meantime. It is not possible to order it anymore and we do not currently plan to make more of them. Delete it from the cart so you can order the remaining products. Watch our e-shop, and if the product has a "sold out" label, you can enter your e-mail address and we will inform you about its restocking. At this time, we do not know if and when we will produce the product again and we believe that you will be able to choose from our current range of products. After all, everything we make is beautiful, isn't it?

Sometimes we stock a very small number of products, for example, one or two pieces. This means the product might get sold out again in a few seconds because someone was faster. In this case, we recommend re-entering your e-mail address for notification, and in the event of restocking, you will receive the notification e-mail again.

Unfortunately, we do not and will not produce other than the ones which are available. You can find all available colour combinations on our e-shop.

Unfortunately, we are not able to manage to create custom jewelry for capacity reasons. We focus on the production of new series.

All limited editions are produced in limited numbers of pieces. Unfortunately, we don't make them again after they're sold out.

There are information about a product on the right side of each product page; in the section "Availability in the store," you can find whether the product is currently in the store. If there is green "available" written, you can find it in the store. If it isn't available, it means it has been sold out everywhere, and it is necessary to wait for it to be produced again. Only products that have the pre-order label are currently being manufactured again.

SHIPPING

Of course, we send products all over the world, information on shipping prices can be found here: petratoth.sk/en/delivery.

We always send orders on the second day after ordering. The package will be delivered 1-2 days from dispatch. This means 2-3 days from the date of your order. Example: if you order products on March 23th at 16:02, they will be sent on March 24th and delivered March 25th or 26th.

In case your order contains pre-ordered jewelry or more pieces of pre-ordered jewelry, the complete shipment will be delivered after those items are available in stock. The estimated delivery date is listed for each piece of jewelry on pre-order.

Orders from e-shop cannot be picked up in person, we recommend that you visit our official stores in OC EUROVEA in BRATISLAVA or in OC OPTIMA in KOŠICE.

You can track your package. If there is written that the package has not yet been handed over to a courier company, it means that it is either still here and waiting for a courier pick-up, or it is with a courier who has not yet brought it to the depot. At this time, expect your package within two business days.

You can find the estimated days of delivery of the products in our Delivery section. It usually takes 3-4 weeks to get to the USA.

INFO ABOUT JEWELLERY

The earring fastenings are classic posts with a clutch. We do not make clip-on earrings, if we will in the future, it will be mentioned in the product name.

All our jewellery is made of gold-plated or rhodium-plated brass. The part in the ear is made of surgical steel. The jewellery is decorated with Czech crystal, hand-painted with a jewellery enamel and complemented by other natural materials. You can find additional info about individual products on the e-shop.

Our jewellery does not contain NICKEL.

We do not recommend wearing our jewellery daily and it must not come into contact with water, sweat, perfume or chemicals. This could damage the galvanization.

Jewellery cannot be modified. The only adjustment we are able to make is to shorten the chain. If this case, send the piece of jewellery to our delivery address with the exact description and exact size of the shortening of the chain part in millimetres.

Yes, a box or a package is included in the price of each piece of jewellery.

Please do not repair the jewelry yourself. Incorrect glue could damage the jewelry, and your warranty will be void by the self-repair. Return the jewelry to the place from which you bought it. In our stores, at our resellers, or through the e-shop. If your warranty has expired, fill in the questions YES - NO, and our system will guide you to the answer and procedures.

Unfortunately, we do not have other color variants of the jewelry boxes, only those you can find in our stores.

We are sorry that you lost your pendant. We don't even have the earrings in our stores at the moment, and unfortunately, we are not able to provide you with the pendant separately. We would be left with a spare circle and an incomplete pair of earrings. There are no extra parts or components left during production; everything is precisely calculated.

Yes, you will receive an email on your birthday, and if you place an order, you will also receive a gift.

We apologize, but the jewelry can only be returned within the legal time limit for the return of goods purchased through the e-shop, ie, within 14 days since receiving the order or in the case of the third warranty claim of the same defect. If your jewelry is damaged, follow the YES / NO question series in the “Frequently Asked Questions” section. If we acknowledge the warranty claim and there is a repairable defect on the jewelry, we will repair it. If the jewelry cannot be fixed, we will send you a new piece or refund your money.

ACCOUNT/ORDERS

1. Make sure you've entered your email address correctly - uppercase or lowercase letters, numbers, and special characters. Check it multiple times.

2. Make sure you have entered your password correctly - uppercase or lowercase letters, numbers and special characters. Check it multiple times.

3. If you entered the email address correctly, but forgot the password, click on the forgotten password recovery link and you will receive an email with a link, with which you will be able to create a new password. Please remember this new password.

If none of the previous steps were helpful, it is very likely that you did not complete the activation of your account when you first registered on our site. Go to your email account and look through all folders, such as spam, advertising, etc. and look for the activation email from us. Click on the activation link inside.

If you've gotten to this point and you're still unable to log in, try registering again with a new email address and don't forget to activate your account.

When registering, click on the box “I want to receive a newsletter”, after this you’ll have a free shipping for orders that are over 45 Euro.

It is very likely that you have intentionally unsubscribed from our newsletter, as a result, your right for free shipping for orders over 45 Euros has expired. To resubscribe to the newsletter, visit this section.

Our new innovative registration system allows you to modify orders before they are shipped. You can add or remove products. Simply log into your account. This only applies to cash on delivery orders. Orders that have already been paid cannot be modified. In this case, you need to place a new order and we will try to merge them into one shipment.

Our new innovative registration system allows you to modify orders before they are shipped. You can add or remove products. Simply log in to your account. This only applies to cash on delivery orders. Orders that have already been paid cannot be modified. In this case, please take over the goods and return the unwanted pieces to our address. Log in to your account and fill out the return form.

For every piece of jewellery in our e-shop, you will find an note about availability in our store, if the jewellery is available, it says "available in our store in OC EUROVEA or Optima Košice" if not, then the jewellery is only available on our e-shop.

If you are interested in a dedication from Petra, write the text in the note of the order and we will attach the dedication to the order.

We do not add invoices to any of our shipments. You will receive the invoice in the order confirmation email or you can download from your account.

No, a gift voucher and another discount coupon cannot be combined. Only one discount code can be used per order.

Check your spam inbox. You should receive two emails, one about order confirmation and one about shipping. If you can't find the emails there, you likely entered the wrong email. However, we received your order and have sent it to your address independently of the incorrect email you entered. Your order should be delivered within 1-2 business days from the date it was received. If this does not happen, contact us, and we will check where the error occurred.

If your payment doesn't go through, a recurring button will appear on the screen. You can repeat the payment also with the given code. At the same time, a link to retry the payment will be sent to your mailbox, through which you can repeat the payment or try paying with a different payment card.

PREORDERS

For each pre-order product, the estimated delivery date is mentioned in the description. This means that you will receive the product on this date.

Products that are on the e-shop in a form of a pre-order cannot be changed in design. Not even the colour of the plating, enamel or the crystals.

Unfortunately, we cannot speed up the production. There are processes that simply cannot be skipped. The delivery date of the pre-order is calculated with the best possible accuracy.



DID YOU FIND YOUR ANSWER?


YES, THANK YOU NO, HELP ME, PLEASE

E-shop owner
Petra Toth, s.r.o.
Strojnícka 61/A
821 05 Bratislava
IČO: 50 587 595
DIČ: 2120393121
IČ DPH: SK2120393121