Frequently Asked Questions

FAQ – Frequently Asked Questions about Diademita Jewelry & Watches

In our FAQ, you will find answers to the most important questions about the Diademita online shop for jewelry, watches, sunglasses, and lifestyle electronics. Here you can find out everything about ordering, shipping, payment, returns, care of jewelry & watches, and gift vouchers—especially for our customers in Switzerland, Germany, and the EU.

Ordering & Customer Account

  • How can I order jewelry and watches online from Diademita? You can easily order your favorite pieces in our online shop. Use the categories Jewelry, Watches, Sunglasses, and Lifestyle Electronics, as well as filters like price, color, brand, or occasion, to find the right product. Click on the item to see all details (material, size, color, available variants) and add it to your shopping cart via “Add to Cart.” Use the shopping cart icon to proceed to checkout and complete the order in a few steps.

  • Can I order without a customer account, and what are the advantages of an account? Depending on the option at checkout, you can either order as a guest or create a customer account. A customer account offers you several advantages: you can view your order history, save addresses, track returns more easily, and keep a faster eye on the status of your orders. Registration takes place directly during the ordering process or via the "Account" menu item.

  • How do I know if my order was successful? Immediately after completing your order, you will automatically receive an order confirmation via email. This email contains your order number, all items ordered, the selected payment method, and billing and delivery addresses. Please keep this email until your order has been fully delivered.

  • I haven't received an order confirmation—what can I do? If you have not received an order confirmation within a few minutes of ordering, please first check your spam folder. If no message is found there, check the email address provided at checkout and then contact our customer service so that we can manually check your order.

  • Can I change or cancel my order afterwards? Due to the automated ordering and logistics process, completed orders usually cannot be changed or canceled afterwards. This means that items, delivery address, or payment method cannot be adjusted retrospectively. If you do not wish to keep an item, please use our 30-day return policy after receiving the goods.

  • Can I order by phone from Diademita? No. Orders are accepted exclusively online via our webshop at www.diademita.ch. However, our customer service will be happy to assist you by phone or email if you have questions about products or the ordering process.

  • Is there a minimum order value at Diademita? Whether a minimum order value applies is shown directly in the shopping cart or at checkout. As a rule, you can also place smaller orders; special conditions (e.g., for free shipping or promotions) are clearly communicated in the shop.

  • Can I have an order sent directly to a different address as a gift? Yes. You can enter a different delivery address when ordering and have jewelry, watches, or sunglasses delivered directly to the person receiving the gift. The order confirmation and invoice will be sent to you by email; the package usually only contains the delivery note or shipping documents.

Shipping & Delivery

  • Which countries does Diademita deliver to? Diademita primarily delivers to Switzerland, Germany, and other countries in the European Union. The available delivery countries are shown at checkout as soon as you enter your delivery address.

  • How high are the shipping costs at Diademita? Shipping is free for orders with standard shipping to Switzerland and Germany. For deliveries to other EU countries, we currently charge a flat shipping rate of €4.90. The exact shipping costs are shown transparently in the shopping cart and during the ordering process.

  • How long does it take to ship my order? After receipt of your order, it will be processed as quickly as possible and handed over to our shipping service provider. Delivery time is usually 4 to 7 working days, depending on the delivery country and the parcel service's workload. In peak or promotional periods, slight delays may occasionally occur.

  • How do I know if an item is immediately available? The product page indicates whether a piece of jewelry, watch, or accessory is available. Notes such as "In Stock" or "Immediately Available" mean that the item is normally ready for quick shipment. If a product is temporarily unavailable, this will be marked accordingly, or it cannot be added to the shopping cart.

  • Can I track my shipment online? As soon as your order has been handed over to the shipping service provider, you will receive a shipping confirmation via email. If tracking is available for your package, this email contains a tracking link with which you can view the delivery status of your package online at any time.

  • What happens if I am not at home when the delivery is made? If delivery is not possible, the parcel service usually leaves a notification in the mailbox or informs you by email/SMS. Depending on the service provider, the package will be deposited at a branch, a parcel shop, or a pick-up location, or another delivery attempt will be made. Please follow the information on the notification.

  • What should I do if an item is sold out? If an item is marked "sold out," it cannot be ordered currently. In many cases, the goods will be restocked; however, sometimes the manufacturer discontinues production permanently. Often, you can use the notification function to be informed or ask our customer service if and when the item is expected to be available again.

Payment, Security & Vouchers

  • Which payment options are available to me? The Diademita online shop offers you several secure payment methods. Depending on the country and availability, these include:

    • Credit card (e.g., Visa, MasterCard, Maestro)

    • PayPal

    • Stripe

    • TWINT

    • Online banking / Bank transfer (prepayment)

    • Diademita gift vouchers All currently available payment methods are displayed at checkout.

  • How secure are my data and my payment at diademita.ch? Your personal data and payment information are transmitted via an encrypted connection (HTTPS/SSL). Payment processing is carried out by established, certified payment service providers who use additional security procedures (e.g., 3D Secure or two-factor authentication). Diademita does not store complete credit card data on its own systems.

  • Can I redeem discount codes or vouchers in the shopping cart? If you have a discount code, promotion code, or voucher, you can enter it in the designated field in the shopping cart or in the final step of the checkout process. Pay attention to the correct spelling (case sensitivity) and ensure that conditions such as minimum order value, validity period, or possible brand exclusions are met. The discount or voucher value will then be automatically deducted from the total amount.

  • Can I pay with Diademita gift vouchers? Yes. Diademita gift vouchers can be used as a payment method in the online shop. Simply enter the voucher code in the corresponding field in the shopping cart or at checkout. The voucher amount is credited directly to your order; any remaining balance remains available for further orders, depending on the type of voucher.

  • Does Diademita offer gift vouchers? Yes. If you are unsure about product selection, you can purchase a Diademita gift voucher. The recipient can redeem the voucher in the online shop and choose jewelry, watches, sunglasses, or lifestyle electronics themselves. Gift vouchers are an ideal present for birthdays, anniversaries, Christmas, and other special occasions.

  • Can I change the payment method afterwards? A subsequent change of the payment method is not possible for technical reasons. If a payment cannot be completed or you made a mistake, please contact our customer service as quickly as possible. In many cases, the order can be canceled so that you can place a new one with the desired payment method.

Returns, Exchanges & Warranty

  • Can I return jewelry or watches after receiving them? Yes. As a consumer, you have a 30-day right of return at Diademita. You can withdraw from your order and return the items within 30 days of receipt without giving a reason, provided they are unworn, unused, and undamaged. After checking the goods, we will refund the purchase amount using the same payment method you used when ordering.

  • How does the return of my order work? If an item does not fit or you do not like it, please send it back to us within 30 days of receipt. Pack the goods carefully—ideally in the original packaging—and include a note about the order (e.g., invoice or delivery note). Use a trackable shipping method and send your return to:

    Diademita GmbH Baurstrasse 4 8008 Zürich Schweiz

  • Who bears the cost of the return? The direct costs of the return are generally borne by the buyer. Please keep the delivery receipt from the shipping service provider until the refund is completed.

  • How long does the refund take after a return? After your return has arrived and been checked by us, the refund usually takes place within 14 to 30 days. The refund is always made using the same payment method that you used for the original order.

  • How does an exchange work? If you want an item in a different size or color, send the original item back to us like a normal return and reorder the desired product in the online shop. This ensures quick delivery and transparent processing.

  • Do I receive a warranty on watches and jewelry? Branded watches and branded jewelry come with the respective manufacturer's warranties. The exact warranty conditions can be found in the product description or in the documents accompanying your delivery. Naturally, the statutory warranty rights also apply.

  • Which items are excluded from return? Items that have clearly been worn, damaged, or returned without essential components (e.g., original packaging, certificates) may be excluded from the refund or only partially credited. Personalized products (e.g., engraved jewelry) are generally excluded from cancellation. Please refer to our General Terms and Conditions (GTC) and the cancellation policy for details.

Products, Quality, Availability & Sizes

  • What materials does Diademita jewelry consist of, and are the products nickel-free? Diademita jewelry consists—depending on the brand and collection—of stainless steel, coated metal alloys, glass stones, zirconia, crystal, synthetic resin, or other high-quality materials, among others. The materials used are listed in the respective product description. Many models are designed to be nickel-free or low-nickel so that they are better tolerated by customers with sensitive skin.

  • Can I wear Diademita jewelry if I have sensitive skin or allergies? Yes, many of our customers with sensitive skin wear Diademita jewelry without problems. If you are prone to allergies, please pay particular attention to the material information in the product description and preferably choose nickel-free products or models made of high-quality stainless steel. In case of severe allergies, we recommend seeking your doctor's advice.

  • Are the branded products at Diademita original? Yes. Diademita sells exclusively original branded products from renowned manufacturers such as Thomas Sabo, Guess, Ice Watch, Disney Jewelry, Oliver Weber Collection, and other brands. All products come from official sources.

  • How do I find the correct ring size? You can determine your ring size in two ways:

    1. Measure ring diameter: Take a well-fitting ring and use a ruler to measure the inner diameter in millimeters. You can determine your ring size based on this value.

    2. Measure ring circumference: Wrap a narrow strip or thread around your finger, mark the point of overlap, and measure the length in millimeters. This circumference corresponds to your ring size. Note that the finger circumference can change slightly depending on the time of day and temperature—ideally measure in the evening and not when your hands are very cold.

  • Are Diademita watches waterproof, and what do 3 ATM, 5 ATM, or 10 ATM mean? Whether a watch is waterproof or only splash-proof can be found in the respective product description. The specification 3 ATM or 30 m generally stands for everyday splash protection (hand washing, rain), 5 ATM is usually suitable for showering or brief swimming, and from 10 ATM, many models are also suitable for extended swimming. These figures are guidelines—always follow the manufacturer's instructions and close the crown correctly on waterproof models.

  • How do I properly care for and clean my jewelry? Wipe jewelry with a soft, dry cloth after wearing to remove dirt, sweat, and cosmetic residue. Store rings, bracelets, necklaces, and earrings separately in a jewelry box or the provided case so they do not scratch each other. You can carefully remove heavier dirt with lukewarm water and a little mild soap. Do not use aggressive cleaners, silver dips, or scouring pads unless expressly recommended.

  • Can I shower, bathe, or exercise with my jewelry? We recommend removing jewelry before showering, bathing, swimming, sauna visits, and exercise. Water, chlorine, salt water, sweat, perfume, and creams can attack the surface, dissolve coatings, or loosen stones. If you want to keep your jewelry shiny and beautiful for a long time, it is better to take it off during water and sports activities.

  • How do I care for my watch (battery change, leather strap, metal strap)? Leather straps should not get wet permanently. Wipe them with a slightly damp cloth if necessary and let them air dry. You can clean metal straps with a soft cloth. For battery changes and a tightness test (for waterproof watches), it is best to contact a watchmaker or specialist so that the case is closed correctly and water resistance is maintained.

  • Does Diademita shorten watch straps or adjust bracelets? Many metal straps can be shortened by removing links. Shortening should be carried out by a watchmaker or specialist retailer for safety and warranty reasons. If you have questions about a specific model, our customer service will be happy to help you and inform you whether and how the strap can be adjusted.

  • Do I receive a jewelry box or a case with my order? Most brands deliver their jewelry and watches in a suitable box, case, or jewelry box. Diademita ships the manufacturer's original packaging along with your order, if available. Whether a special box, bag, or certificate is included can often be seen in the product images and descriptions.

  • Does Diademita offer engravings or personalized jewelry? As standard, most jewelry and watches are delivered without engraving. If a product is explicitly marked as customizable, you will find corresponding information in the product description. In all other cases, you can have the engraving done afterwards at a local jeweler if desired—please note that engraved items are generally excluded from exchange.

  • Does Diademita also sell children's jewelry and children's watches? Yes. In the Diademita online shop, you will find a selection of children's jewelry and children's watches, often with child-friendly motifs and designs, for example, with popular characters from the Disney world. Use the filters by target group or browse the corresponding categories.

  • Are children's jewelry and children's watches at Diademita safe for children? Children's jewelry and watches are specially developed for smaller wrists and children's everyday lives. When selecting, pay attention to age recommendations, materials, and clasp types so that nothing can be easily swallowed or cause injury. For very young children, jewelry should only be worn under supervision; robust, well-closing bracelets and watches with a clearly legible dial are ideal for everyday use.

  • Can I wear Diademita jewelry and watches while sleeping? For maximum comfort and to protect your jewelry, we recommend removing rings, necklaces, bracelets, earrings, and watches before going to bed. This prevents parts from bending, chains from knotting, stones from being damaged, or clasps from opening unnoticed.

  • Can there be color or detail deviations between the product photo and the original? We attach great importance to realistic product images. However, slight color deviations may occur due to different screen and display settings. All important information such as material, color, dimensions, and special features can also be found in the product description.

Gifts & Packaging

  • Does Diademita offer gift packaging or greeting cards? If gift packaging or a greeting card is offered for certain products, you will see this information directly on the product page or at checkout. If you would like special packaging, you can note this in the comment field of the order or contact our customer service—we will consider your request as far as possible.

  • Can I send an order directly to another person as a gift? Yes. Simply enter a different delivery address during the ordering process. You can thus send jewelry, watches, or accessories directly as a gift. The order confirmation and invoice will only be sent to you by email.

Customer Service & Contact

  • How do I reach Diademita Customer Service? Our customer service helps you with all questions about ordering, products, returns, warranty, and care. You can reach us Monday to Friday during normal office hours at:

    • Email: info@diademita.ch

    • Phone (Germany): +49 7745 4734785

    • Postal Address Switzerland: Diademita GmbH, Baurstrasse 4, 8008 Zürich, Schweiz

    • Postal Address Germany: Diademita GmbH, Feldwiesenstrasse 8, 79807 Lottstetten, Deutschland

  • I have a question that is not answered here—what should I do? If your question is not answered in this FAQ, simply contact us by email or phone. Our team will be happy to advise you personally on products, sizes, orders, returns, and all topics related to jewelry, watches, and accessories from Diademita.