FAQ
Shopping at Safira.com should be a quick and easy process, but we understand that some questions may arise and then we are here to help you!
PAYMENT
What payment methods do you have?
We accept the following forms of payments:
PayPal
Klarna
VISA/MASTERCARD
Direct payment online banking
Why can’t I pay against invoice?
If you're having issues with using Klarna Invoice payment method please make sure all of these criteria are met:
You must be over the age of 18 to purchase against invoice.
The address you enter must be the address at which you are registered
You have exceeded the maximum amount for invoice payment, contact Klarna here.
You have entered incorrect information.
Klarna has not approved your credit. Contact Klarna here or choose another payment method with us.
Why can’t I pay with card?
Make sure you have entered the correct information. You may have entered the wrong security code. Check your code at the online bank or by contacting your bank office.
3D-Secure is a security solution for card payments online. It has been developed by Visa and MasterCard to identify cardholders when shopping. After the consumer has filled in their card details, they are identified by receiving a code that only the cardholder knows. With 3D-Secure it is the card-issuing bank, and not the sales company, which carries the financial risk of possible fraud. Identification with 3D-Secure is included as standard for all card payments with Auriga ePayment.
DELIVERY
Delivery time
Your order will be shipped from us within 1 business day. Because we know that waiting for an online order can feel like an eternity. So, at Safira we want you to get your new jewellery fast.
But please note that delivery time can vary depending on which delivery option you choose. With Express Delivery, your order only takes 1-2 business days. With standard delivery, it normally takes between 2-8 business days.
Delivery cost
The cost of your delivery depends on which shipping option you choose. You will see all our amazing shipping options in the checkout process.
NOTE: Customs and VAT are not included outside the EU.
MY ORDER
I didn't receive order confirmation, is there something wrong?
We're very sorry if you didn't receive an order confirmation. Please send us an e-mail to [email protected] and include your information and we will send you a new e-mail confirmation. Make sure you have entered the correct e-mail address.
Can I change or cancel my order?
All shipped orders cannot be cancelled. If you wish to cancel your order, let us know as soon as possible by sending us an email and we'll do what we can.
RETURNS
How do I make a return?
If you are not 100 % satisfied with your purchase, neither are we and you are therefore more than welcome to return products that are in original condition within 14 days after you have received your order. All returns are normally processed and refunded within 10-30 days from the day you send it back. Please note that engraved products can not be returned.
I've returned the package, what's next?
Within 5 business days (about 1 week) from receiving your return package, we'll contact you with more information about when you expect to receive the refund. Usually, the return shipping time is 3 working days. If you have trouble understanding the instructions, please reach out to our mail and one of our staff will answer your question as soon as possible.
Fast terms
Please note that we do not offer the opportunity to change your products directly. A refund will be made to the original account for the products you return. You can place a new order at any time if you wish to receive other products. The products should be in the same condition as when you received them. Products can only be returned within 14 days of receiving them. (Read full terms here)
DISCOUNT CODES
My discount code is not working
Please ensure that the products you have in the cart are included in the discount. Note - discount codes are not valid on sale items and can't be combined with any other offers.
If you still experience issues with your code, please send us an email and we'll help you further.
I forgot to add my discount code, can you help me?
Please send an email to [email protected] and we'll help you. Remember to add the name of the discount code in your e-mail.
Can I combine two discount codes?
Our offers and discount codes can't be combined.
PRODUCTS
I don't know which ring size I have, can you help me?
We know it can feel complex to buy a ring online if you're not certain of your ring size. But there are some good methods that could be helpful for you to measure your ring size.
Check out our ring size guide here
What if I receive a product in bad conditions?
We are committed to prepare and send all our products in perfect condition. But if you receive a defective product, please contact us at [email protected] and we'll help you.
Include: a picture of the jewellery.
When will my favourite item be restocked?
Our popular products can sell out quickly and we do our very best to refill as often as possible, so keep an eye on our back-in-stock page.
If you have any questions regarding a specific product please don't hesitate to contact us.
Engraving
We have many years of experience in custom jewellery and engraving. All engravable jewellery is engraved in our own production and engraving department in Sweden.
To have the best result possible, please think about:
For all engravable jewellery, a specific standard font applies which is shown on the product's images.
Your engraving text is automatically entered into our engraving machines; they don’t take into account if you missed e.g., a lowercase at the beginning of a name. Remember to read the engraving carefully and check that you have chosen lowercase/uppercase letters and spelt everything correctly. SAFIRA takes no responsibility for any misspellings.
Some products are limited by a certain number of characters. We ask you to keep in mind that the longer the word or name that is engraved, the smaller the size of the text will be so that we can accommodate the selected text on the product.
Please note that engraved products can not be returned.
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