FAQ
FAQ
ORDERING, PRODUCTION & SHIPPING
When can I order NEN.X jewelry and when will it get produced?
You can only pre-order within the limited order phase which is open for about 2-3 weeks from our drop catalog/collection page. (kind of like a tattoo artist's flashbook) the exact details and time frames you can find on the products page. be aware: all our drops could end earlier when our maximum production capacities are reached. so we recommended ordering sooner than later. If you do not want to miss out, you can subscribe to our newsletter on the homepage of our website to be the first to know about upcoming drops.
How long will it take until my jewelry gets shipped?
Your Jewelry is made to order and will be handcrafted in Germany by us within the official production circle of the specific drop. Please check the product and drop descriptions for further information. Once the production is finished your NEN.X products will get shipped immediately.
Which shipping company do you use?
We are mainly using the services of DHL.
Do you ship internationally?
Yes we ship internationally. Please check at the check out form, in the unlikely case your country is not accepted please write us an email to shop@nenxstudio.com
Which taxes am I charged?
We are an Austrian company and you will get the Sales TAX of Austria charged which is 20% and is already included in the price you see on our product pages and at check out. For all international orders, please note that the consumer is responsible for any tax and duty fees on orders required to go through customs. We are unable to pre-calculate this fee for you as the cost is determined by each country’s customs.
What if i won't be there to take my delivery ?
We always require an adult signature upon delivery for secure shipment as we are sending items of high value that should never be left unattended at your door. If you or any other adult cannot be present to sign, another delivery will be attempted the next day or your parcel will be dropped to your closest DHL/Post packaging station.
Returns
Can I return NEN.X Jewelry?
Since each of our jewelry pieces is handmade to measure for you, we're not obliged to accept returns. But at NEN.X we want to ensure you're the happiest customer that's why we are offering an optional 14-day return policy, starting from the day you receive your jewelry if your jewelry is unused and sealed with our original security tag in our original packaging. Since our pieces are handcrafted especially for you, please consider that it is in the jewelry nature and wanted to have small differences from the pictures you order. (if you look super close) Please note that we can not accept returns or exchanges based on these individual characteristics. Please always make sure to place your order thoughtfully and be confident about your ring size. If you don’t know your Ring Size, we suggest you use our Ring Size Guide as a reference (please note that we cannot take responsibility for determining your ring size) or get measured by a local jeweler. In the unlikely case you still chose the wrong ring size for you, even after measuring, please consider getting assistance from your local jeweler to get your ring size fitted. They will be happy to help you. If you still want to return your NEN.X product please write us an email to shop@nenxstudio.com with your order number and we will be happy to assist you with your return.
How is the return process?
To receive a refund, returned jewelry items must be in their original, unaltered condition. The jewelry box and storage pouch must be complete and undamaged. the products must be unworn, and the sealing label must remain unaltered on the jewelry pieces. please use the original packaging to return. note that damaged, soiled, or worn jewelry items cannot be refunded. We can only accept returns if you ship back with the original nen.x return label that you get from us via email. to register your return send us an email to shop@nenxstudio.com . Please contact us with the original email address you placed your order with and always add your original order number. customers will pay the cost of return shipping.
Who pays for return shipping?
Customers have to pay the cost of return shipping. We can only accept returns if you ship back with the original NEN.X return label that you get from us via email.
Quality
Where do you produce?
We currently handcraft our jewelry in our studio in southern Germany.
Are the solid metals for your jewelry recycled?
Yes, all of our jewelry is made out of recycled solid metals such as recycled solid gold or recycled solid silver which we get from certified German institutions.
Are NEN.X jewelry pieces indestructible?
No, of course not. You have to take care about your NEN.X jewelry to be able to wear it a lifetime or even beyond and to pass it to future generations. Our 14k and 18k solid gold jewelry is made with the use of the highest standards in production and materials, 14k and 18k gold is a very durable alloy that has the potential to be there for a very long time and maybe even forever, but of course it is possible to forcefully break or bend our jewelry.
Whats the difference between solid gold and gold plated jewelry?
When we refer to Solid Gold Jewelry, it means that the entire piece is made entirely of the same gold alloy. Solid gold jewelry is renowned for its enduring beauty and lasting value. Its inherent qualities make it naturally hypoallergenic and ideal for sensitive skin. Solid gold pieces are likely to withstand the test of time, retaining their shine and charm for generations. In contrast, gold-plated or gold-filled jewelry, while more affordable, consists of a base metal coated with a thin layer of gold. While these pieces may be appealing due to their price, they are less durable and can easily tarnish, fade, or even lose their gold surface over time.
Whats the difference in durability of solid gold and solid silver?
While most of our jewelry is made with Solid Gold, sometimes we create special editions, where we also like to use Solid Sterling Silver. Sterling silver jewelry can also last a lifetime and even longer with the proper care. Sterling Silver is an alloy consisting of 92.5% pure silver and 7.5% other metals such as copper. This alloy provides stability, as pure silver is less durable and prone to tarnish over time or when exposed to certain chemicals, minerals, or humidity. When not wearing your jewelry, it's best to keep it clean and dry, and it's recommended to polish it with a microfiber cloth and store it in a dry and safe bag or box. The advantage is that even if it tarnishes over time, there are several ways to clean your sterling silver piece and restore its shine. Social media platforms are full of tutorials to help you with this topic.
Whats the advantage and downside of solid silver?
Advantages: Sterling silver is more affordable than gold, making it a cost-effective option for high-quality jewelry. Sterling silver is also a durable metal that can withstand everyday wear and tear. With proper care, it can last for a long time and is generally hypoallergenic. Downsides: One of the main downsides of sterling silver is that it can tarnish over time, especially when exposed to air and certain environmental factors. Regular cleaning and maintenance are required to keep it looking its best. Also Silver ist not as hard as gold - this means it's more prone to scratches, dents and bending. Another downside is that silver is really sensitive to chemicals that can be found in household items.
Whats the difference between 9k, 14k, 18k and 24k gold?
The purity of gold is measured in karats. 24k gold has a purity of 99.9999% pure gold, meaning all 24 parts are pure gold. However, 24k gold is very soft and not durable enough for everyday jewellery; it's easy to bend, scratch, and reshape. To increase its durability, other materials such as silver and copper are melted together with pure gold to create a gold alloy. The most commonly used types of gold for premium jewellery are 14k and 18k solid gold. 14k/585 gold has a purity of 58.5% pure gold, while 18k/750 gold has a purity of 75% pure gold. Many jewelry brands use materials with a much lower purity of gold, to allow for lower prices. These are mostly gold alloys such as 8k and 10k gold, which are more likely to deteriorate as they contain more than 50% of other metals and less than 50% of gold. 10k gold has a purity of 41.7% pure gold, and 8k gold has a purity of only 33.3%. At NEN.X, we currently use only 14k and 18k recycled solid gold, as we believe they offer the best balance of longevity and exclusivity.
Which solid gold alloys do you use and why?
We only use 14k and 18k solid gold and white gold for our products because we are convinced that these are the best materials to use for jewelry.
Whats the Advantage of solid gold compared to solid sterling silver.
Solid Gold is more rare and has a higher value. It is harder than sterling silver, less prone to scratches, dents or bending. Solid Gold with a high purity, like we are using, does not tarnish, corrode or rust. Unlike Sterling Silver, Gold maintains its luster over time without the need for regular cleaning and maintenance. Gold has been associated with luxury and prestige for centuries.
