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FAQ - Frequently Asked Questions

Heads-up:

To avoid unsightly discoloration on your jewelry, recommend we, the Jewelry will not Swimmingin the Sauna or at excessive Sweating to wear. In some cases, this can lead to discoloration or damage to your jewellery.

 

1. Are the items made from real 925 sterling silver?

Yes, all of our items are made from 925 sterling silver. Some of them are also gold-plated. Each item is marked with our logo and a 925 stamp, as can be seen in the pictures.

   

   
2. Why do the articles shine so much?

The articles have been polished to a high gloss.

3. Are the articles made solid or hollow?

Basically, all of our items are massive. But we also have a few articles that are hollow. The type of processing, whether hollow or solid, is always stated in the item description. Please read them carefully. If there is no information listed and you are unsure, please contact us with the article number or the direct link to the article and we will check this for you.

4. Why does silver discolor and why does it go away?

Yes, silver will discolor and that is normal.
Pure silver reacts with hydrogen sulfide, which can be found in the air.
This combination forms silver sulfide on the surface. This changes color and takes care of
the black color on your piece of jewelry.
One more, the other less.
It always depends on the skin type. One wears the chain and she
discolors faster than another. Basically you should also go with it
Do not swim jewelry, go to the sauna, and put on perfume.
What can you do about it now?
We generally recommend that you have your silver jewelry cleaned at regular intervals.
At a jeweler or if you have the equipment yourself. It's kind of like a car
if you don't care for it, it gets dirty
and after a while it doesn't look like it was new.

5. The enclosed cleaning cloth.

The enclosed cleaning cloth is not suitable for polishing.
It is there to remove dust, fingerprints or similar particles from the piece of jewelry. Recommend for a professional polish we, one to hire an established jeweler. This does not cost too a lot and doesn't take long.

6. Label Removal

Please only remove the security labels if you want to keep the item. Please use scissors or a knife for this. Forcing it to tear off can damage the item.

7. What materials is the gold plating made with?

Our articles are gilded with real gold.

8. How long does the gold plating last?

There is no general answer to this. The basic material is a silver chain on which a thin layer of gold is applied. The use and care of the chain is very important here. One of them wears the chain 24/7 and does not take it off even when swimming, goes to the sauna with the chain and sprays perfume on it every day. The other only wears the chain on weekends, is always very careful with the chain, cleans it regularly and stores it in the jewelry box supplied. One's gilding doesn't last as long as the other. Basically, you shouldn't go swimming with jewelry, go to the sauna and wear perfume.

9. What do the numbers in brackets in the title of each article mean?

These are our article numbers. As an example (K135). We add these article numbers to the title so that our customers can find their way around a little better with the large number of articles. For example, plate chains are available in 4 widths and 5 lengths. Each article has its own article number. If you have any questions about an article, you can also include the article number, then we will know internally which article it is about.

10. Do you have customer service who can be contacted with questions?

Yes, you can contact our customer service by email

support@taipan.zendesk.com.

We try to answer your inquiries as soon as possible. Our customer service will respond to your inquiries from Monday to Friday from 10 a.m. to 17 p.m., usually within 24 hours. No emails are answered on weekends and on public holidays in North Rhine-Westphalia.

We also have a telephone number 05221-8719997 for important inquiries. Our customer service can be reached by phone Monday to Friday from 10 a.m. to 15 p.m.

11. Which kind of request is better to send by email and which by phone?

It is better to send inquiries regarding the shipment status by email. To do this, we need your name so that we can check the system to see where the order is located and can then provide you with the tracking number again directly. This is not very practical over the phone.

You have given a wrong delivery address and it occurs to you shortly before 15 p.m. (orders are dispatched at 15 p.m.). In this case, it is advisable to call to inform us of the incorrect delivery address.

12. Do I get an invoice for my order?

Of course, you will receive a proper invoice for every purchase. It will be sent by email to the stored email address. Please also check the spam folder as the emails often end up there.

In the case of purchase on account with Klarna, our invoice is not to be understood as a request for payment. Klarna will send you a separate invoice with the payment information.

13. What time do you have to place an order so that it can be shipped the same day?

All orders received and paid for by 13 p.m. Monday to Friday are dispatched on the same day.

14. Is there a return slip?

No, we do not offer return slips. The buyer has to pay for the return shipping himself.

15. Which shipping company do you use to send the orders?

Currently only as a DHL package.

16. Do I get a tracking number for my order?

Yes, the consignment numbers are automatically sent to the stored e-mail. Please also check the spam folder as the emails often end up there.

17. The desired article is not available in my length. Can you shorten / lengthen the article?

Unfortunately not. We do not have a workshop in Germany. A local jeweler can certainly help with thin, uncomplicated items.

18. Can you make custom pieces?

No, unfortunately we cannot offer this service.

19. What do I have to pay attention to when making a return?

For a smooth return process, it is important that the labels on the item are not removed, that the item is unused and that the original packaging is sent back with it. The article can of course be tried on and tested. But it is a different matter if you wear the item for 10 days, it may be damaged or sprayed with perfume so much that the smell can no longer be removed from the item. In such a case, the article must be processed, which is associated with costs (loss of value) that we have to invoice you.

Please repack the item as it was delivered to you (chain wrapped in paper). This protects against damage and theft on the shipping route.

20. Which shipping company do I have to use to return the item?

That’s up to you. We recommend the DHL package up to 2kg

21. Can I cancel before the item is shipped?

In principle beautiful. But because our shipping processes are so optimizedd, dass the order goes out quickly, it is often not possiblei.eie Order to stop. So please be precise consider whether a product is bought or not.