Frequently Asked Questions

Here you'll find answers to the most common questions about our personalised jewellery, ordering, shipping and care. If you can't find what you're looking for, drop us a line at sophie@laasio.de – we usually reply within 24 hours.

📦 Shipping & Delivery

How long does delivery take within Germany?

Because every piece is made just for you in our Bad Laasphe studio, production usually takes 1-2 working days. We then ship via DHL Kleinpaket, with delivery taking another 1-3 working days.

Do you ship internationally?

Yes, we ship to most countries worldwide. One exception: due to current customs and shipping regulations we are currently unable to ship to the USA.

What shipping options are available outside Germany?

You can choose between two options:

• Standard – Free, no tracking (EU 7-14 working days, worldwide 10-21 working days)
• Premium – With tracking (€2.90 surcharge, EU 5-10 working days, worldwide 7-14 working days)

How much does shipping cost?

Standard shipping is free worldwide (except the USA – currently not possible). If you'd like tracking, the Premium option costs an additional €2.90.

Can I track my order?

With the Premium option you'll automatically receive an email with a tracking number and link. With the Standard option (no tracking), we'll let you know as soon as your parcel leaves our studio.

What happens during peak times (Mother's Day, Christmas, Black Friday)?

During promotional periods, production may take an extra 1-3 working days. For gift occasions, please order in good time – or choose a digital gift card, which is delivered instantly by email.

Will my country charge customs fees?

For orders outside the EU (e.g. Switzerland, Norway, UK), customs and import fees may apply and are payable by the recipient. You'll find more details on our Shipping & Delivery page.

💍 Personalisation & Products

How does personalisation work?

On every product page you'll find a configurator where you can add names, initials, dates, birth flowers, handwriting, photos or fingerprints. We then engrave or craft each piece by hand in our Bad Laasphe studio.

What materials is your jewellery made of?

We use premium stainless steel in three finishes: silver (high-gloss polished), 18k gold or rose gold plated. All materials are nickel-free, hypoallergenic and waterproof.

Which photos work best for photo engraving?

Photos with strong contrast and a clear subject (face, profile, animal, landscape) work best. We retouch every photo by hand before engraving and, if you'd like, send you a preview to approve.

Can I have actual handwriting engraved?

Yes – it's one of our specialities. Just upload a clear photo of the handwriting (pen on white paper) and we'll engrave it onto your piece exactly as it is.

Will I get a preview before production?

For photo or handwriting engravings we're happy to send you a preview by email. After ordering, just drop a quick note to sophie@laasio.de and we'll take care of it personally.

🎁 Gifts & Wrapping

Does the jewellery come in gift packaging?

Yes. Every piece comes free of charge in a premium LAASIO gift box – ready to give.

Do you offer gift cards?

Yes. We offer digital gift cards in values of €15, €20, €25, €50 and €100. They're sent by email straight after purchase – perfect for last-minute gifts.

Can you include a personal note?

Of course. Leave your message in the comments box at checkout and we'll add a handwritten card of your choice.

🔄 Returns, Exchanges & Complaints

Can I return personalised jewellery?

Because personalised pieces are made individually for you, returns are excluded under §312g (2) No. 1 BGB (German law). If there's a defect, an engraving error on our side, or transit damage we'll of course replace your piece free of charge – just send a photo to sophie@laasio.de.

What about non-personalised items?

You can return these within 14 days of receipt. You'll find all the details in our Right of Withdrawal page.

What should I do if there's an issue?

Drop us a line with a photo and your order number at sophie@laasio.de. We'll get back to you within 24 hours with a solution – usually a replacement, repair or refund.

🛁 Care & Wear

How should I care for my jewellery?

You'll find detailed care instructions on our Jewellery Care page. Short version: take it off before water, cosmetics and sport; clean with a soft cloth; store in your jewellery box.

How do I find the right size (ring, necklace, bracelet)?

Our Size Guide page has measuring instructions and size charts for rings, necklaces and bracelets.

💳 Payment & Ordering

What payment methods do you offer?

You can pay easily by credit card (Visa, Mastercard, American Express), PayPal, Klarna (Sofort & Pay-on-invoice), Apple Pay, Google Pay or Shop Pay.

Will I receive an invoice?

Yes. You'll get an invoice by email straight after ordering. If you need a business invoice, just write to us at sophie@laasio.de.

Can I change my order after placing it?

Because we start production very quickly, changes are only possible within the first 2 hours after we receive your order. Email us right away at sophie@laasio.de and we'll do our best.

📩 Have another question?

Feel free to message me directly at sophie@laasio.de or via our contact form. I'd love to hear from you.

Warm wishes from Bad Laasphe,
Sophie