Frequently Asked Questions (FAQ)

Shipping & Delivery

🌍 Do you ship worldwide?

Yes! We ship worldwide, with most orders delivered within 3-10 business days (excluding weekends). Shipping times may vary depending on your location.

Shipping Rates:

  • Free Shipping for orders €100.00 and up
  • Standard Shipping Rate: €6.95

⏰ How long does shipping take?

Processing & Duration:

  • Processing time: 1-4 business days
  • Shipping time: 2-6 business days (location-dependent)

Tracking: Once shipped, you’ll receive a tracking number via email.

📦 Has my order been shipped yet?

Once your order has been processed and shipped, you'll receive a tracking link via email. If your order was just shipped, please allow some time for the tracking to update. The first scan usually happens when it arrives in your country, so this can take some time. 💕

⏳ My order is taking longer than expected. When will it arrive?

Shipping times may vary depending on your location and any delays with the carrier. If your order has already been scanned in your country, it’s with your local delivery service and should be delivered soon! Keep an eye on your tracking link for updates. If not, it may still be in transit or awaiting it's first scan by your local carrier. International shipments can sometimes take a little longer to update, so don’t worry if there’s a brief delay in tracking! <3

🚚 My order was shipped a while ago, but there's no tracking update.

Sometimes, the first scan with more information happens once the package arrives in your country, which can take a few business days. If you don’t see an update in the tracking within 4 business days after shipping, feel free to reach out, and we’ll check with the carrier for you!

📍 My tracking says “delivered,” but I haven’t received my package.

Oh no! Please check with neighbors, building staff, or anyone in your household who might have accepted the package. If you still can’t find it, let us know, and we’ll open an investigation with the carrier!

🚫 Can I cancel or change my order after placing it?

We try to process and ship orders as quickly as possible, so changes or cancellations are not guaranteed. If you need to modify your order, please contact us ASAP at contact@scandivv.com, and we’ll do our best to help!

💬 Regarding customs fees

Please note that import and customs charges are the responsibility of the recipient and are not included in the price. But don’t worry—there’s a good chance you might not have to pay anything!

📬 What if my package is lost in transit?

If tracking shows no updates for 7+ business days, contact us. We’ll investigate with the carrier and reship or refund your order.

Returns & Refunds

🌍 How do I return an order from outside the EU?

Initiate a return by emailing to contact@scandivv.com. Send your return using your preferred shipping method to our Amsterdam address.

Include a note with your order number so we can identify your order. We will process your refund once we receive the package. Please note that returning without tracking is at your own risk—we are not accountable for lost packages.

🇪🇺 How do I return an order from within the EU?

Initiate a return by emailing to contact@scandivv.com. You have two options:

  1. Request a return label by emailing us (€10 will be deducted from your refund).
  2. Send the return using your own method (postal stamps may be more affordable for small packages but don't provide tracking).

Include a note with your order number so we can identify your package. We will process your refund once we receive the package. Please note that returning without tracking is at your own risk—we are not accountable for lost packages.

🇳🇱 How do I return an order from the Netherlands?

Initiate a return by emailing to contact@scandivv.com. Choose between:

  1. A return label (€5 deducted from your refund)
  2. Your own shipping method (letterbox package).

Include a note with your order number so we can identify your package. We will process your refund once we receive the package. Please note that returning without tracking is at your own risk—we are not accountable for lost packages.

🔙 What is your return policy?

  • Items must be returned within 14 days of delivery, unused, and in original packaging.
  • Return shipping costs are the customer’s responsibility.
  • Refunds are processed within 5 business days of receiving the item.
  • Refunds will be issued to the original payment method.
  • Please avoid sending damaged or used items, as these will not qualify for refunds.

Please refer to our Return Policy for more detailed information.

📦 I received the wrong item. What should I do?

Oh no! Email us at contact@scandivv.com with your order number and a photo of the item. We’ll ship the correct product ASAP!

⛓️‍💥 My order arrived damaged, what can I do?

Oh no! Contact us immediately if you receive a defective item and send us a photo to contact@scandivv.com. We’ll arrange a replacement or refund.

💰 When will I receive my refund?

Once we receive your return, we will process your refund within 5 business days. The time it takes to appear in your account depends on your payment provider.

💘 Can I return earrings?

For hygiene reasons, earrings cannot be returned unless they arrived damaged or defective.

Product Questions

✨ Does your jewelry tarnish?

We mostly use stainless steel and gold plating for our jewelry, both of which have minimal to no tarnishing. The materials of each specific piece are listed in the product description. Please refer to our Warranty page for more information.

🔧 Does the warranty cover repairs?

Yes! If your jewelry has a manufacturing defect, we’ll repair or replace it. Contact us with details and photos of the issue. Kindly check our Warranty policy for more information.

Payments & Orders

🎁 Do you sell gift cards?

Yes! Digital gift cards are available in multiple amount. Kindly find them here. They’re delivered via email and can be applied at checkout.

🛒 Can I use multiple discount codes?

Only one discount code can be applied per order.

🎁 Do you offer gift packaging?

Yes! All jewelry comes in cute packaging, perfect for gifting.

📧 I didn’t get an order confirmation email.

Check your spam/junk folder first. If it’s missing, email us atcontact@scandivv.com—we’ll resend it and confirm your order status.

Other Questions

🤝 Do you offer wholesale or corporate gifting?

Absolutely! Email contact@scandivv.com with your needs, and our team will craft a personalized solution.

📲 Do you collaborate with influencers?

Yes! If you’re interested in a collaboration, please refer to our Collab with us page.

📧 Need more help?

Feel free to email us at contact@scandivv.com—we’re happy to assist you! 💖