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FAQs


ORDERING PROCESS

How do I order online?

Shopping couldn’t be more convenient than doing it from your cozy home. Make yourself comfortable and browse through our great range of products. Our store is clearly organised and structured. You can easily navigate through our product groups, search for different product categories (bracelets, necklaces etc.) and also refine your search with many different filters (colour, materials, etc.). If you’ve found what you were looking for, a click on the product picture will give you more detailed information about materials used, available sizes and much more.

Did you find the product you were looking for? Now you are one step closer to acquiring your favourite piece of jewellery or a great present for a loved one. Continue with your order by placing the item in the shopping cart. If necessary, choose the right size of the product and click the button „add to my bag“. Here you will find a detailed list of chosen products including quantity and prices. Before you confirm your order, please be sure to check your shopping bag in order to avoid any possible mistakes. By checking the box on the left side you can select unwanted products and remove them from your shopping bag by clicking the „remove“ button.

If you have a gift card, you can redeem it here. You have put all the products you want to order in your shopping bag? Please proceed by clicking "continue".

To complete your online shopping experience, please log in with your e-mail and the password you chose. If you are a new customer and don’t have a NEW ONE customer account, you can register easily in no time.
Once you are logged in, you are prompted to enter your billing adress. Optionally you can also add a delivery adress that differs from the billing adress. All fields with a * are mandatory and have to be filled in in order to continue.

In the next step you can choose your preferred paying method. You can either pay with credit card (Visa, MasterCard), immediate bank transfer or direct debit (Klarna), PayPal, PayPal Express or Amazon Express.
Before you complete your order, please read our Terms an Conditions (T&Cs) carefully. You must confirm that you have read and accepted our Terms and Conditions to submit your order.

Here you'll find information on payment via immediate bank transfer and direct debit with Klarna.

Can I place an order without having a customer account?

Yes, it is possible to place an order without having a customer account. Please select "PayPal Express" or "Amazon Pay" as method of payment.

How do I create a customer account?

Click on the button "Register" in the upper right corner of the page and select "Create account". Please enter the required information including billing and shipping addresses. Please check the entered information carefully before clicking „Send“. Now you are successfully registered as a new customer and you can browse through our range of products and find your favourite pieces.

At the next time you plan to visit and shop at our website you just have to click on the button "Login" where you can enter your e-mail address and your password.

Can I place my order by telephone?

For administrative reasons and reasons of protection of personal data we do not accept orders made by telephone.

The order process was not completed. Now the product I wanted to order is sold out. What now?

The product you place in your shopping bag will be blocked in your size for a short time when you click the button "Go to checkout". This prevents other customers from buying the same product you want while completing your order. If your order fails or your order form is not sent, the item will be blocked for about 30 minutes. Please understand that your desired product can only be released again after this period of time. It then can be found again in our product line up and can be ordered again!

Do I get any kind of confirmation after I placed my order?

After we have received your order, an automatic order confirmation will be sent to you that contains your order number and bill number. As soon as we hand your package over to our shipping partner you will get an additional e-mail confirming the shipment of your order. This e-mail also includes a tracking link you can use to track your package.

MY ACCOUNT

How do I create a customer account?

In the top right corner of our homepage you find the button "Login". By clicking the button a small window appears where you can enter your login data (e-mail address & password). If you do not already have an existing customer account click on the button "register". In the next step you can create your own customer account. To do so you need to enter your first and last name, your e-mail address and a password.

How can I change wrongly entered data?

Log in to your customer account. Here you can see, enter and change your customer data. Click on your name in the top right corner of our homepage. After that, click on "My Account". On your "Dashboard" you can see your contact information as well as you billing and shipping addresses. In the left column you can choose between the following tabs: Dashboard, My Orders, Wishlist, Addresses, My Returns, Price Suscriptions, Out Of Stock Suscriptions and Gift Card.

I received a new credit card. Do I have to change my data?

Since we do not save your credit card data and you have to enter it every time you place a new order, you don't have to change any data in your customer account.

How do I check the balance of my gift card?

You can call up your remaining credit directly in your account. To do this, log in with your customer account, under "My Account" and "Vouchers" you can enter the gift card code. This code is right next to the barcode. Otherwise, our staff in the stores and our customer service will be happy to provide you with information about your remaining balance. Here you also need the code of your gift card.

PAYMENT

What are my payment options?

We offer four different payment methods: Instant bank transfer, credit card (Visa, MasterCard), PayPal, PayPal Express, Amazon Pay or NEW ONE gift cards.

How much are the shipping costs?

Standard shipping within Austria costs € 4.90. Within Germany it costs € 5.90. Delivery is free for shopping cart values of € 100 or more. Shipping for customers located in all other EU countries or the USA costs € 9.90. Please be aware that if your retained value of products drops under the free delivery limit of € 100, shipping costs will be invoiced.

Why do I have to pay shipping costs?

We have the highest quality requirements on our products as well as on our shipping partners. To make sure our jewellery reaches the customer safely and intactly, all of our pieces are checked and packed by hand. We appreciate your understanding, that we have to charge shipping costs.

How do I pay with a gift card?

Put the desired pieces in the shopping cart and click on the button „Checkout“. Check your shopping cart and enter the gift card code in the provided field. You can find the code directly on the gift card, next to the barcode. Click the button „Submit“ and then „Continue“. Complete the order as usual and look forward to your new favourite pieces. The amount to be paid will be deducted from the balance. It is not possible to pay the total amount or the remaining balance in cash. If the credit on the voucher card is insufficient, the rest of the amount can be paid using another payment method.

SHIPPING

Can I choose a different delivery address?

Yes, it is possible to enter a different delivery address that varies from your billing address. Shipping is currently possible within EU countries and the USA.

How will the order be shipped?

All our products are checked and packed by hand. Orders within Austria will be shipped by Österreichische Post AG. Shipments to Germany will be performed by DHL Paket GmbH. Our shipping partner for all other EU countries and the USA is DHL Express.

How can I keep track of my order?

After we hand your package over to our shipping partners, you will get a shipping confirmation by e-mail. It consists of a confirmation that your order is dispatched and a tracking link. With this link you can track your order easily from where you are.

Is my package insured?

All packages sent by NEW ONE are insured against theft and accidential damage. This insurance cover expires as soon as you receive your package and confirm your reception with your signature.

When is my order being processed and sent?

All orders will be processed and sent by the next working day at the latest.

From where my order is sent?

All packages are sent from our dispatch centre. The shipping address is: NEW ONE by Schullin GmbH, Lastenstraße 11 Haus A, 8020 Graz, Austria.

How long do I have to wait until my parcel arrives?

The duration of the delivery is depends on our shipping partners. Within Austria it usually takes 1 to 2 working days, to Germany/ EU/ USA it usually takes 2 to 5 working days from the dispatch until the package arrives.

Is the shipment only possible on working days?

Yes, our service hours are: Monday – Friday, 9.00 – 15.00 (except for public Austrian holidays).

Do I need to confirm the receipt of my package?

Yes, the receipt of the package needs tob e confirmed by your signature. We need this confirmation to make sure the order reaches the right consignee.

RETURNS

What cancellation policy do I have to consider?

All purchased items can be returned – should you wish to make a return, please, ensure the following:

  • Return within 30 days (upon receipt)
  • Returns only apply to unworn and undamaged jewellery which have the security seal in place
  • Please return the pieces of jewellery in the original box. If you don’t have the original box anymore please use a robust shipping box to make sure that your return arrives safely.
  • FOR GERMANY AND AUSTRIA:
    Please use the provided return label and fill in the return form. You can access and print the return label after logging in to your account. Choose the tab "My order history" and select the order that you want to return. At first click "Return receipt", print this page, fill in all the necessary information and put the return receipt into the shipping box. Then click "Returnlabel" and follow the instructions to create the return label for your return. If the value of your purchase decreases under € 100, the standard shipping costs (€ 4,90 AT/ € 5,90 DE) will be retained.

    FOR ALL OTHER EU COUNTRIES and the USA:
    Mail the items you want to return* back to us at the address above using any trackable shipping method. Please make sure to attach your return receipt and that your package is ensured.

Please be aware that a time frame of a few days can pass between the receipt of your returned merchandise and the refund process. Upon receipt of your returned merchandise, we will send you an e-mail confirming that this issue is being processed. A replacement is only possible by placing a new order. Shipping costs have to be paid by the customer.

Please be aware that the items you want to return have to be unused and not damaged. Otherwise value replacement cannot be guaranteed. Therefore you should not remove the security tag oft he items you want to return.

OTHER

How can I reach the customer service?

You can contact our customer service in two ways: either you write an e-mail to [email protected] or you call +43 (0) 316 715500. Our service hours are: Monday – Friday, 9.00 – 15.00 (except for public holidays).

I forgot the password of my customer account. What can I do?

To request a new password, please click here.

My delivery and/or shipping address have changed. What next?

You can change your delivery and/or shipping address at any time in your customer account. Just log in to your account in the upper right hand corner of our website with your e-mail address and your password. Click on "My address" and simply change your delivery and billing information.

I don’t want to receive the newsletter anymore. What can I do?

It’s a pity that you don’t want to hear from us anymore. We’re going to miss you. Each newsletter contains the possibility to unsubscribe at the end of the e-mail. Just enter your e-mail address and click „unsubscribe“. If you get interested in news about the newest trends and pieces regarding jewellery and NEW ONE you can resubscribe at any time. We are looking forward to seeing you again!

Where can I acquire NEW ONE jewellery?

NEW ONE jewellery can be acquired exclusively in our online shop as well as in our stores. You will find us in our stores in Graz, Vienna (2x), Salzburg, Munich and Linz. To find out more about the locations, opening hours and more please click here.