You can easily register your order for return within 14 days of receipt through our returns portal. Please note our return policy and send your return in the original packaging, including the jewelry box. A prerequisite for a return is that the jewelry pieces are in perfect condition.

Returns that do not meet these conditions may be rejected by us.

As soon as your return has been received and inspected, you will receive a confirmation by email. The refund will be processed within 7 to 8 business days, depending on the bank or payment provider, to the original payment method used.

1. Register the return
Open our returns portal and enter your order number (from your order confirmation) as well as your email address or postal code. Then click on “Retrieve order” to start the return process. Please note: You can only start the return if you register it within 14 days of receiving your order.

2. Select items
Choose the jewelry pieces you want to return. Please also provide the reason for your return; this helps us continuously improve our service.

3. Choose return shipping
In the next step, you can choose between two return options: Either use our return service and create a return label directly through the portal—convenient and straightforward. Or you can choose a shipping provider of your choice and organize the return shipping yourself. Then click “Next” to confirm your preferred shipping method.

4a. NELLA & SINA | RETURN
You will easily receive a return label through our returns portal and can handle your return directly through it.

4b. Own return shipping
We recommend insured shipping with tracking so that you are protected in case of loss or damage. Please note that we cannot accept liability for lost or damaged returns.

5. Receive refund
Once your return has arrived with us, we will process it within 7-8 business days. The refund will be made via your original payment method. You will receive a confirmation once the refund is complete.

1. Register exchange
Open our returns portal and enter your order number (from your order confirmation) as well as your email address or postal code. Click "Retrieve order" to start the exchange.

2. Select items
Select Exchange under Return Option and then choose the piece of jewelry you want to receive instead in the next step. The displayed images often only show the shape. Your new piece will of course be made in the chosen variant (material, finish...). Then provide the reason for the exchange. This helps us to further improve our assortment.

3. Choose shipping method
You have two options to return the item:

• NELLA & SINA | EXCHANGE
  You will receive a DHL return label directly through our portal. The return fee will be automatically charged.
• Own return shipment
  You can also organize the return shipment yourself. We recommend insured shipping with a tracking number. We do not accept liability for lost or damaged shipments.

4. Complete exchange
Once you have completed the exchange, you will receive an order confirmation for your new piece of jewelry. After your return has arrived and been inspected, we will send you the new item within 14 business days.

The prerequisite for a return is prior registration via our returns portal. Please send the jewelry back within 14 days of receipt. Unfortunately, an exchange is not possible outside of Germany. If you want a different piece of jewelry, please feel free to place a new order.

We recommend insured shipping with tracking, so you can track the package and be on the safe side in case of loss or damage. Please note that we cannot accept liability for lost or damaged returns.

As soon as your return has arrived and been checked by us, you will receive a confirmation by email.

The refund will be processed after the return has been inspected within 5 to 15 business days, depending on your bank or payment provider, to the originally used payment method.

During the Christmas season, all products purchased online from 23.11.2026 onward can be returned and exchanged up to and including 30.12.2026.

You can purchase our jewelry exclusively through our official sales platforms:

Online store
Etsy
Avocadostore

When you purchase through one of these platforms, you can be sure to receive original jewelry from Nella & Sina.

Orders are processed very quickly. Write to us about what you would like to change by replying to the order confirmation you received by email. 

To exercise your right to cancel, you will find the "Start cancellation" button at the bottom of every page.

After your order has been processed, you will receive a confirmation by email.

Did you perhaps overlook the delivery time when ordering? A planned delivery time of 2-4 weeks is not unusual. We manufacture many of our jewelry pieces only on order. Especially the handcrafted collections require time. If you order several pieces with different delivery times, the latest date always applies, as we ship your order together as soon as everything is ready.

The planned delivery time is transparently displayed in several places with us: on the respective product page, in the shopping cart, and in the order confirmation via the "View Order" button. It is also visible in your customer account. Our jewelry pieces are created with great care, so we ask for a little patience. As soon as your package is on its way, you will receive a shipping confirmation with a tracking number.

All delivery times are carefully planned. Nevertheless, occasional delays may occur, especially during the Christmas season.

If the planned delivery period is exceeded, we ask for your understanding. We work closely with our partners and do everything we can to ensure that your jewelry arrives as quickly as possible.

If you have any questions about the status of your order, please feel free to contact us at any time. We will check the current status directly in the system and assist you.

Delivery times vary for each piece of jewelry. You can find them on the respective product page, in your shopping cart, and in your order confirmation: as soon as you click “View order,” the estimated delivery time will be displayed again.

For standard shipping, the flat shipping rate for orders within Germany is €4.90. Here you can find information about shipping to many other countries.

If you order multiple pieces of jewelry with different delivery times, the latest date always applies. Your order will be shipped together as soon as all items are ready. If a partial delivery is desired, we can arrange this if possible. Please contact us early for this.

We ship with DHL. Of course, you’ll also receive a tracking number with the shipping confirmation.

Since we are not a large company, we produce in small batches with limited stock. Jewelry pieces that are in stock are usually shipped quickly. However, due to promotional activities, certain models can come into special focus, which may lead to them selling out quickly. For handmade jewelry, production takes a little longer because each piece is crafted with love and care. We always try to process your order as quickly as possible. If there are any delays, we will contact you directly and inform you about the option to cancel your order.

The difference between the brushed and the glossy finish lies in the finish of the piece of jewelry. Matte jewelry has a soft, rather unobtrusive surface that reflects less light and exudes subtle elegance. Glossy finishing, on the other hand, provides a shiny, mirror-like surface that reflects light more strongly and gives the piece of jewelry a striking look. Here you can see the differences.

For the production of our jewelry pieces, we use exclusively high-quality and durable materials, including 18k gold vermeil, 925 sterling silver, genuine gemstones, pearls, and enamel.

Of course, all our jewelry is made of 925 sterling silver. For our cast models, such as most designs from the Rosali, Ahimsa, Wildlife, and Calathea collections, the first handmade model is stamped once before being cast in series. For handmade pieces from the Classics, Classics Mini, Enamel, and Capolavori collections, we do not use a hallmark. Our one-of-a-kind pieces are made from a combination of silver and tin. A traditional hallmark would hardly be technically possible here, as it would actually require two separate fineness marks, and this step would significantly affect costs and delivery times.

We craft our unique pieces using a special tin-silver soldering technique. 925 sterling silver wire is shaped by hand and then joined with lead- and nickel-free tin, which provides stability and a flowing appearance. Tin is durable and corrosion-resistant.

Our most popular model from the Rosali collection is the 'Sina with Crystal', which we offer in two different sizes due to high demand. Roughly speaking: for a small and a large ear.

The 'small Sina with Crystal' is perfect for a small ear with a total length of about 2.4cm. The 'large Sina with Crystal' has a total length of about 3.5cm and differs in its ring circumference by about 3mm from the small model. The upper ring part can be optimized by gently bending it so that it comfortably encloses the ear without causing pressure points.

If you are still unsure, we are happy to help you in the Earcuff Guide.

Yes, Earcuffs can also be worn with hearing aids. Some of our customers even wear them with IdO devices (in-the-ear devices) in the ITE design, where the ear shell is almost completely filled by the ear mold.

The Earcuff is worn above the ear mold or slightly offset so that the fit of the hearing aid is not affected. Especially narrow or open models are well suited to remain wearable even with more complex fittings.

If you're unsure, feel free to send us a photo of your hearing aid and we'll help you find the right piece of jewelry.

Many of our jewelry pieces bear the engraving Nelly. Why this is, you can find out here.

Most people have a pronounced concha cavity, providing the earring with the necessary support. Additionally, the distance of the jewelry piece can be individually adjusted by regulating the upper ring part.

Not convinced yet? Check out our Earcuff-Guide. There you will learn how to insert and adjust the Earcuffs.

We recommend the models Hannah, Ronja and Ella for children's ears. On request, we also make the Earcuffs from our Classic Mini collection in a particularly small size; perfect for children's ears. A brief note in the shopping cart is sufficient for customization.

No, we do not operate a retail store. Our partner Jan can be found with his enamel and the Rosali collection at selected exhibitions.

We are sorry that your jewelry arrived damaged or defective! Please contact us as soon as possible via our contact form or by email and send us photos of the damaged or defective piece of jewelry. We will then find a solution together.

Sterling silver can tarnish over time, which is completely normal. Perfume, salty air, sulfur, skin creams, hairspray, and chlorine as well as the acidic pH levels of the skin can accelerate this process. How much the jewelry tarnishes (oxidizes) depends on various factors such as skin type and the wearer's care habits. To bring your jewelry back to shine, we recommend a silver polishing paste. More tips on jewelry care can be found here.

Jewelry pieces that are worn for a long time can be affected in their shape or structure by external influences such as impacts or improper handling. If your jewelry piece is bent or damaged, we offer repairs in many cases. Please contact us with a picture of the damaged jewelry piece. If a repair is possible, you can book our service here.

We want you to enjoy your jewelry for a long time. If something is not right, please contact us with your order number and photos.

Our jewelry is covered by statutory defect rights. The statutory warranty period is generally two years from delivery. It is not a general right of return and covers defects that were already present upon delivery, even if they only become visible later. Normal signs of wear and damage caused by improper handling or external influences are not covered.

We carefully review every case and will quickly get back to you with the next steps.

Breaks that are visible immediately after receipt or are attributable to a material defect will, of course, be inspected by us. Please report such damage to us within 14 days of delivery.

Breaks that occur later are caused by external factors. Silver is a soft precious metal. If a piece of jewelry is bent too strongly, jerkily, or repeatedly (especially when cold), internal stresses can develop that later lead to breakage. This type of damage is not covered by the warranty. Our repair service will be happy to assess whether the item can be repaired.

Did you order your piece of jewelry from us within the last 6 months? Then you will receive a discount on the repair. Simply send us a short email with your order number to kontakt@nellaundsina.de, and we will check whether a repair is possible.

Our Earcuffs stay in place due to their special shape and individual adjustment. To ensure they fit securely, they must be correctly adapted to your own ear shape. Since we cannot assist with the adjustment and the fit varies from person to person, unfortunately, we cannot provide a replacement in case of loss. If you have any questions about optimal adjustment and fit, we are happy to help.