Here you can find answers to the most frequently asked questions

Häufig gestellte Fragen

Versenden Sie auch ins Ausland?

FEROYAL arbeitet mit einem weltweiten Netzwerk sorgfältig ausgewählter Beschaffungs- und Fulfillment-Partner zusammen, wodurch wir Kunden an einer Vielzahl von Zielorten beliefern können.

Die Versandmöglichkeiten hängen von Ihrem Lieferort ab und werden beim Bezahlvorgang bestätigt.

Wie lange dauert es, bis meine Bestellung eintrifft?

Da FEROYAL mit internationalen Beschaffungs- und Logistikpartnern zusammenarbeitet, können die Bearbeitungs- und Lieferzeiten je nach Produkt, Bestimmungsort und Verfügbarkeit variieren.

Einige Artikel werden möglicherweise auch separat versandt.

Sobald Ihre Bestellung versandt wurde, erhalten Sie, sofern verfügbar, Sendungsverfolgungsdaten, damit Sie den Weg Ihrer Bestellung verfolgen können.

Wir bedanken uns herzlich für Ihre Geduld, während Ihre Bestellung auf dem Weg zu Ihnen ist.

Where will my order be shipped from?

FEROYAL works with carefully selected international sourcing and fulfilment partners.

Depending on the product and availability, your order may be dispatched directly from one of our international partners.

This allows us to offer a wider curated selection without limiting the FEROYAL world to products held in a single location.

Can items from the same order arrive separately?

Yes.

Because products may be fulfilled from different locations, items from the same order may occasionally arrive in separate packages and at different times.

Where available, you will receive tracking information for each shipment.

Will I receive tracking information?

Where tracking is available, you will receive tracking details once your order has been dispatched.

Please allow some time for tracking information to become active after the carrier receives your parcel.

Ich habe die falsche Lieferadresse eingegeben. Was soll ich tun?

Wir versenden Bestellungen an die beim Bestellvorgang angegebene Adresse.

Sollten Sie feststellen, dass Ihre Lieferadresse falsch eingegeben wurde, kontaktieren Sie uns bitte so schnell wie möglich über unser Kontaktformular oder senden Sie uns eine Direktnachricht auf Instagram unter @feroyal.official.

Wir werden unser Bestes tun, um Ihnen zu helfen, bevor Ihre Bestellung in die Abwicklung geht.

Bitte beachten Sie, dass wir möglicherweise nicht mehr in der Lage sind, in den Lieferprozess einzugreifen, sobald eine Bestellung bereits bearbeitet oder von unseren Versandpartnern versendet wurde.

Sollte ein Paket aufgrund einer falschen Adresse zurückgeschickt werden, erhalten Sie eine Gutschrift in Höhe des Bestellwerts abzüglich etwaiger Versandkosten, die Sie bei Ihrem nächsten Einkauf einlösen können.

Kann ich meine Bestellung stornieren oder ändern?

Wenn Sie eine Bestellung stornieren oder ändern möchten, kontaktieren Sie uns bitte so schnell wie möglich.

Da Bestellungen über unsere internationalen Fulfillment-Partner unter Umständen sehr schnell in die Bearbeitung gelangen, können wir Stornierungen und Änderungen nicht garantieren.

Sobald die Bearbeitung begonnen hat, können wir möglicherweise keine Änderungen mehr an Ihrer Bestellung vornehmen.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes or other charges depending on the destination, shipping origin and local regulations.

Where duties or taxes are collected by FEROYAL during checkout, they will be reflected in the amount shown to you.

Where they are not collected at checkout, additional charges may be payable upon import or delivery.

FEROYAL does not control charges independently imposed by customs or local authorities.

For more information, please refer to our Shipping Policy.

RETURNS & EXCHANGES

Can I return an item?

Yes, where a return right applies.

If applicable consumer law gives you a statutory right to withdraw from an online purchase, you may exercise that right within the legally prescribed period. For eligible consumers in the European Union and European Economic Area, this is generally 14 days after receiving the goods.

Outside a statutory return right, FEROYAL may also consider discretionary return requests on a case-by-case basis.

Please contact us before returning an item so that we can provide the appropriate return instructions.

For full details, please refer to our Return & Refund Policy.

Can I exchange an item?

Change-of-mind exchanges may be considered subject to product availability and return eligibility.

If the requested replacement is unavailable, we may offer another appropriate solution.

Your statutory rights relating to faulty or non-conforming goods remain unaffected.

Are any items excluded from returns?

Certain products may be excluded from change-of-mind returns where permitted by applicable law.

Examples may include:

  • Personalised or engraved products
  • Products made specifically to your requirements
  • Certain sealed products that are unsuitable for return for genuine health or hygiene reasons once the seal has been removed

Any applicable exclusion will be communicated where appropriate.

This does not affect your rights if a product is faulty, damaged, incorrect or otherwise not in conformity with your order.

Who pays the return shipping costs?

For a change-of-mind return, the direct cost of returning the item is generally the responsibility of the customer, except where applicable law requires otherwise.

If an item is faulty, damaged, incorrect or otherwise not in conformity with your order, return costs will be handled in accordance with applicable consumer law.

Please contact us before sending anything back.

How will I receive my refund?

Where a return is approved, FEROYAL may offer store credit of an equivalent value to use towards another FEROYAL purchase.

Where you are legally entitled to a monetary refund, you may choose to accept store credit instead. If you do not expressly choose store credit, any legally required refund will be made using the original payment method.

Discretionary returns accepted outside a statutory refund right may be issued as FEROYAL store credit.

Please refer to our Return & Refund Policy for full details.

What if my item arrives damaged, faulty or incorrect?

Please contact us as soon as reasonably possible if your item arrives damaged, incorrect or appears to be faulty.

To help us resolve the issue efficiently, please include:

  • Your order details
  • A brief description of the issue
  • Clear photographs of the product
  • Photographs of the packaging where relevant

We will review the information and work with you towards an appropriate solution.

Your statutory consumer rights remain unaffected.

What should I do if my tracking says delivered but I cannot find my parcel?

First, we recommend:

  • Checking the delivery location and surrounding area
  • Checking with household members, reception or neighbours where appropriate
  • Reviewing any delivery notice from the carrier
  • Checking the latest tracking information

If you still cannot locate the parcel, please contact FEROYAL with your order number and tracking information so that the matter can be investigated where appropriate.

PRODUCTS & JEWELLERY

What is demi-fine jewellery?

Demi-fine jewellery sits between traditional fine jewellery and fashion jewellery.

At FEROYAL, our demi-fine selection focuses on elevated materials and finishes such as sterling silver, gold plating, pearls, gemstones and other quality materials - designed to bring a more refined approach to everyday jewellery.

You can discover more in our Demi-Fine Jewellery guide.

What materials are FEROYAL jewellery pieces made from?

FEROYAL offers jewellery across a range of materials and finishes, including:

  • 925 sterling silver
  • 14K and 18K gold-plated finishes
  • Solid 14K and 18K gold
  • Natural freshwater pearls
  • Gemstones
  • Moissanite
  • Lab-grown diamonds

Materials vary by product.

Please always refer to the individual product page for the exact composition and specifications of the piece you are considering.

Will my jewellery look exactly like the photographs?

We aim to represent every product as accurately as possible.

However, slight variations in colour, tone, texture or appearance may occur due to lighting, photography, screen settings, manufacturing processes or the natural characteristics of materials such as pearls and gemstones.

These subtle variations can be part of the individual character of a piece.

How should I care for my FEROYAL jewellery?

Jewellery care depends on the material and finish of your piece.

As a general rule, we recommend:

  • Keeping jewellery away from excessive moisture
  • Avoiding direct contact with perfumes, cosmetics and harsh chemicals
  • Removing jewellery before swimming, showering or exercising where appropriate
  • Storing pieces separately in a clean, dry place
  • Gently cleaning jewellery with a soft cloth when needed

Please refer to the product description and our jewellery-care guidance for material-specific recommendations.

Does FEROYAL offer more than jewellery?

Yes.

FEROYAL is conceived as a world of modern royalty, not simply a jewellery store.

Alongside our jewellery collections, the FEROYAL Lifestyle Edit includes carefully selected pieces across areas such as:

  • Jewellery care, display and travel
  • Home décor
  • Hair and personal adornments
  • Elevated everyday accessories

The FEROYAL world will continue to evolve with new categories that naturally complement our aesthetic and philosophy.

What if my item arrives damaged, faulty or incorrect?

Please contact us as soon as reasonably possible if your item arrives damaged, incorrect or appears to be faulty.

To help us resolve the issue efficiently, please include:

  • Your order details
  • A brief description of the issue
  • Clear photographs of the product
  • Photographs of the packaging where relevant

We will review the information and work with you towards an appropriate solution.

Your statutory consumer rights remain unaffected.

PAYMENTS & OFFERS

What payment methods do you accept?

FEROYAL accepts a range of secure payment methods through our online checkout.

Available payment options may vary according to your country, currency and device.

All payment methods available to you will be displayed at checkout, before you complete your purchase.

Can I use more than one promotional code?

Unless otherwise stated, only one promotional or discount code may be applied per order.

Individual promotions may have additional conditions, exclusions or expiry dates.

Ist die FEROYAL-Website in verschiedenen Sprachen verfügbar?

Ja. FEROYAL ist eine aufstrebende Marke mit einer wachsenden internationalen Community, und wir möchten, dass sich unsere Welt für Frauen überall zugänglich anfühlt.

Wir haben uns bisher bemüht, unsere Website in sechs Sprachen zu übersetzen, damit mehr Frauen FEROYAL in einer Sprache entdecken, erkunden und einkaufen können, die ihnen vertraut ist. Sollten Sie einen Übersetzungsfehler oder eine Formulierung entdecken, die verbessert werden könnte, teilen Sie uns dies bitte mit – wir wissen Ihre Hilfe sehr zu schätzen!

Auch wenn einige Übersetzungen vielleicht noch nicht zu 100 % perfekt sind, arbeiten wir kontinuierlich daran, sie zu verfeinern, und hoffen, dass sie Ihr FEROYAL-Erlebnis einfacher und angenehmer machen.

Moderne Königlichkeit kennt keine Grenzen.

THE FEROYAL WORLD

What is the FEROYAL world?

FEROYAL is built around one idea: modern royalty is not a title, but a way of living.

It is a world of jewellery, adornments, interiors, rituals and inspiration created around beauty in the everyday.

For us, modern royalty is confidence, self-respect, elegance, ambition and choosing to make even the smallest moments feel special.

FEROYAL is more than a place to shop. It is a world to discover.

Who is the FEROYAL woman?

Ambitious. Elegant. Curious. Feminine.

She knows her standards, celebrates beauty without waiting for a special occasion and is continually becoming the woman she chooses to be.

There is no single way to be a FEROYAL woman. Modern royalty is yours to define.

How can I join the FEROYAL community?

You can join the FEROYAL world by subscribing to our email community for new arrivals, exclusive updates, inspiration and member benefits.

You can also follow @feroyal.official on Instagram and FEROYAL on Pinterest for styling inspiration, new discoveries and more from the FEROYAL world.

COLLABORATIONS & CONTACT

Do you work with creators, ambassadors or partners?

Yes.

FEROYAL welcomes enquiries from creators and partners whose aesthetic, audience and content naturally align with the FEROYAL world.

Collaboration opportunities are reviewed individually based on brand fit, audience, content style and the proposed partnership.

If you are interested in working with us, please contact FEROYAL with:

  • A short introduction
  • Your social-media links
  • Your collaboration proposal

How can I contact FEROYAL?

We would be happy to hear from you.

You can reach FEROYAL through:

Email: info.feroyal@gmail.com

Contact Form: Available through our website under “Contact”

Instagram: @feroyal.official

We typically aim to respond within 48 hours.

For enquiries regarding an existing order, please include your order number where available.