FAQ

Please don't hesitate to get in touch directly!

Order

I need my order by a certain date. Is that possible?

Your ordered piece of jewelry will be made especially for you. Therefore, please expect a delivery time of about 3 weeks. If this is possibly not sufficient, please send us an email to [email protected] and let us know your desired date. We will then check immediately whether we can make your date possible.

I would like to change / cancel my order. What do I have to do?

After we receive your order, we will select the appropriate diamonds and make your piece of jewelry especially for you. Depending on the progress, a change may not be possible. Send us an email to [email protected] and we will try to find a solution together.

Delivery & Returns

Is my delivery insured?

Yes, your jewelry is of course insured on the way to you. As a rule, we send with the company. Intex, which specializes in value shipping. This additional service is free of charge for you.

How can I return or exchange an item?

Sometimes it just doesn't fit. If you would like to return or exchange your item, just send us an email at [email protected]

Can I have my jewelry gift wrapped?

Yes - we will gladly gift wrap your order and send it to an address of your choice upon request.

Is the content of the package visible from the outside?

No, the contents are not visible from the outside - your moment of surprise remains!

Product & Services

How do I determine the right ring size?

It's easy with our "Bergen Ring Sizer" app, which you can download for free from the App Store or Google Play.

Can the width of my ring be changed later?

This depends on the ring design and the number of sizes to be changed. Send us an email to [email protected] and we will check to what extent your desired width change is possible. Within the first 30 days after delivery, this service is even free of charge for you, depending on the ring model.

Why do I need a diamond certificate? Do all Bergen jewelry pieces come with a diamond certificate? What happens if I lose my certificate?

The certificate is the identity card for your diamond. It guarantees the authenticity and determines the value of the gemstone by stating its essential characteristics. If you order a piece of jewelry with a diamond > 0.5 ct. you will automatically receive the corresponding certificate from us. Our certificates are issued exclusively by recognized, independent gemmological institutes (e.g. GIA). You should keep the certificate in a safe place. However, if it should get lost, a new certificate can be issued. In this case send us an e-mail to [email protected]

How can I be sure that the delivered jewelry / diamond is genuine?

We only process lab grown genuine diamonds. This is confirmed by the certificate. The jewelry itself has a stamp (hallmark) indicating the fineness of the metal used.

How do I care for my diamond jewelry?

Send us an e-mail to [email protected] and we will be happy to send you our care tips.