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FAQs

Order process:

• How do I order online?
• Can I place my order by telephone?
• The order process was not completed. Now the item I wanted is sold out. What now?
• Will I receive a confirmation so I know whether my order was successful?

 

Payment:

• How can I pay?
• How much are shipping costs?

 

Shipping:

 Can my order be delivered to any address?
• How are orders sent?
• Are the parcels insured?
• Is shipping only possible on business days?
• Where is the shipment sent from?
• How long do I have to wait for my order?
• Is a signature required upon receipt?

 

Cancellations / Returns:

• What conditions do I need to observe for cancellations? 


 
Miscellaneous:

• How do I reach customer service?
• I forgot my password. What now?
• Can I order by telephone?
• I no longer want to receive your newsletter. What should I do?
• How can I delete my customers account?


 
Gift Cards:

• Where can I use my gift card?
• For how long is my gift card valid?
• How do I pay with my gift card?
• How can I get information about my balance? 


 
Order process:


How do I order online?                                                                                                                                        
Shopping from home - what could be more pleasant? Make yourself comfortable on the sofa and click through our extensive range of products. Our shop is clearly organised and it's easy to navigate by product groups and category images. For example, you can sort our product line by a desired category (bracelets, necklaces, earrings, etc.). If you've found what you were looking for, clicking on the product image will give you more detailed information about materials and available sizes.
Standard shipping within Austria costs € 4.90. Within Germany it costs € 5.90. Shipping for customers located in all other EU countries or the USA costs € 9.90. Delivery is free for shopping cart values of € 100.00 or more. 
If you have found an item that you want to order, put it in the shopping cart by clicking on the button "Into shopping cart." The shopping cart will display a list of all items you have selected. Please review this list carefully before clicking on "submit." You can delete unwanted items easily by clicking on the "remove" link.
If you haven't finished shopping, go to the link "continue shopping." Once you have all desired products in your shopping cart, select "go to checkout." If you have a gift certificate, you can redeem it here.
To finish your virtual shopping trip, fill in the "billing address" form. All fields marked with a * are mandatory and must be filled in. If you are already a registered customer, you can simply log in with your email and the password you chose.
Now you still have to choose whether you want to pay by credit card (Visa, MasterCard), immediate bank transfer, or PayPal.
Before you complete your order, please read our Terms and Conditions (T&Cs) and privacy policy carefully. You must confirm that you have read and accepted the Terms and Conditions and the privacy policy to submit your order.
 
Can I place my order by telephone?
At the moment we can only accept online orders.
 
The order process was not completed. Now the item I wanted is sold out. What now?
The item you placed in the shopping cart will be blocked in your size for a short time when you click the button "go to checkout." This prevents another customer from buying the same item while you are completing your order. If your order fails or your order form is not sent, the item will remain blocked for about another 30 minutes. We ask for your understanding that your desired item can only be released again after this time. It can then be found in our product line again.
 
Will I receive a confirmation so I know whether my order was successful?
After we have received your order, we will send you an automatic order confirmation that also contains your order number/bill number.

 

Payment:


How can I pay?
You can pay by immediate bank transfer, PayPal, or credit card (Visa and MasterCard).
 
Shipping:
How much are shipping costs?
Standard shipping within Austria costs € 4.90. Within Germany it is € 5.90. Shipping for customers located in all other EU countries and the USA costs € 9.90. Delivery is free for shopping cart values of € 100.00 or more. 
 
Can my order be delivered to any address?
We ship within the European Union Area such as the United States of Amercia. 
 
How are orders sent?
Shipping is handled by Österreichische Post AG, DHL Paket GmbH or DHL Express.


The packaging shown on the image accompanying the product serves as an example. The packaging used to deliver the product may differ from the  original picture. If you wish for a special packaging (e.g. several products in one package or every product in a seperate box) please contact our customer service prior to completing your order: Monday to Friday 8:00 AM to 5:00 PM CET; +43 (0) 316 715500 or [email protected]
 
Are the parcels insured?
All shipments sent by New One are insured against theft and accidental damage. This insurance protection runs out as soon as you have received and signed for your parcel.
 
Is shipping only possible on business days?
Yes. Our service times are Monday to Friday from 08:00 AM to 05:00 PM CET (with the exception of statutory holidays in Austria).
 
Where is the shipment sent from?
The dispatch address is: New One by Schullin GmbH, Lastenstraße 11 Haus A, 8020 Graz, Austria – Europe
 
How long do I have to wait for my order?
Delivery will be within 2-5 business days.
 
Is a signature required upon receipt?
Receipt of all shipments must be confirmed by a signature. 


 
Returns:

All purchased items to Germany and Austria can be returned free of charge – should you wish to make a return, please, ensure the following:

• Return within 14 days (upon receipt)

• Returns only apply to unworn and undamaged jewellery which have the security seal in place

• FOR GERMANY AND AUSTRIA:
  Please use the provided return label and fill in the return form
 
• FOR ALL OTHER EU COUNTRIES and the USA:
Mail the items you want to return* back to us at the address below using any trackable shipping method. Please make sure to attach your return receipt and that your package is ensured.

SORRY – we cannot accept Cash on Delivery (COD). The shipping costs must be paid by the customer – please make sure that your package is prepaid. 

Unfortunately, we are unable to process exchanges. For further information contact our customer service: [email protected] 
 
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 email confirming that this issue is being processed.

Miscellaneous:


How do I reach customer service?
You can contact customer service by sending an email to [email protected] or calling us at +43 (0) 316 715500. You can reach us during our service times: from Monday to Friday from 08:00 AM to 05:00 PM CET (with the exception of statutory holidays). 
 
I forgot my password. What now?
Click here to request a new password.
 
Can I order by telephone?
At the moment, orders can only be placed online.
 
I no longer want to receive your newsletter. What should I do?
You can stop receiving the newsletter at any time by signing out (cancelling) your email address or by clicking "sign out" within the newsletter. 

How can I delete my customers account?
Please send us the inquiry to delete your customers account from the e-mail address that is used for your customers account to [email protected]. We will delete your customers account immediately.


Gift Cards:


Where can I use my gift card?
You can use your gift card in each one of our stores, such as in our online shop.
 
For how long is my gift card valid?
Our gift cards are valid without any time limitation.
 
How do I pay with my gift card?
For a purchase in one of our stores please show the gift card to our staff at the checkout. For a purchase on www.newone-shop.com you need to insert the gift card code. The amount due is charged from your gift card balance. It is not possible to pay out the whole or the remaining amount in cash. In case the amount on your gift card is insufficient to pay your purchase entirely, you can choose to pay the rest of the amount due with another payment method.
 
How can I get information about my balance?
Gladly we give you information about the balance of your gift card in any store or by telephone. To provide the required information, we need your gift card code.