FAQ
Here are frequently asked questions about TP:
PRODUCTS
What material are TP's products made of?
All of our jewelry is made of 925 Sterling Silver , some are plated with 14-18K Gold and both require special care to maintain their appearance and longevity.
Is your jewelry hypoallergenic?
Yes, all of our stud earrings are either solid 14k gold or sterling silver dipped in 14k gold or rhodium (depending on color). Our other jewelry is made from a variety of quality materials and metals, including 14k gold and sterling silver. Please refer to the exact materials listed under each item.
How should I store and care for my jewelry?
We recommend giving your jewelery a break from wearing and storing it in a jewelery organizer. Our suede pouches are perfect for traveling with your jewelry. To ensure a long lasting finish on your jewellery, please avoid contact with moisture and liquid cosmetics - this includes body oils, lotions, sunscreen or make-up. We recommend removing your jewelry before showering, bathing or swimming.
Caring for 925 sterling silver jewelry
Your silver jewelry is waterproof. However, you should not bring it into contact with chemicals such as cleaning agents or pool water. To prevent oxidation, please keep your piece of jewelry in the bag provided. Should your piece of jewelery nevertheless tarnish, you could simply clean it again with a soft toothbrush and a little mild soap.
Caring for gold plated jewellery
Your piece of silver jewelery is gold-plated to a high quality, but you should not bring it into contact with water or chemicals such as cleaning agents or perfume. To prevent oxidation, it is best to store your jewelery in the pouch provided. Then you can enjoy your piece of jewelery for many years.
How are TP's products individually adjustable in size?
Our rings are adjustable in size, you can easily adjust them to your finger width. To do this, gently squeeze the ring with your fingertips until the ring is your perfect size.
PAYMENT
What payment methods do we offer and is it safe?
We offer secure payments via Apple Pay, Paypal, Visa, Mastercard, Google Pay, iDeal, Klarna and American Express (debit and credit). THIRTYPERCENT never handles payment information , this is always done through the bank and our agents.
ORDERS
How do I change my order?
If you want to make a change to the order, please contact our customer support info@thirtypercent.de immediately, please do not forget to include your name and order number. Unfortunately we cannot guarantee that we will read your message in time and change your order. We ask for your understanding.
How can I change my delivery address after my order?
If you want to change your delivery address, please contact our customer support info@thirtypercent.de immediately, please do not forget to include your name and order number.
Unfortunately we cannot guarantee that we will read your message in time. We ask for your understanding if your package is delayed by a few days as a result.
What can I do if I received the wrong items?
We know this can be worrying, but please don't worry!
In the unlikely event that your delivery contains the wrong item, please get in touch with our super friendly customer service.
A member of our customer service team will ensure the correct item is dispatched as soon as possible.
We would ask that you include a picture of the incorrectly received item in your message when contacting our customer service so that we can rectify the mishap for you as quickly as possible.
SHIPPING
How long does delivery take?
Depending on the product and the effort involved, our delivery time is 2-4 working days within Germany. Delivery to other countries is approximately 7 working days.
We ask for your understanding that there may be delays at peak times (e.g. public holidays).
How much are the shipping costs?
We offer free shipping from a minimum order value of 18€ within Germany.
From March 16, 2023, import taxes and duties are already included in the price of the products and there are no additional costs upon delivery.
Standard Shipping (orders over €18), 2-4 business days, Free.
Standard shipping (orders under €18), 2-4 working days, €2.25.
DHL Express, 1-2 working days, 11€.
What can I do if my package doesn't arrive?
If your order has been delivered according to the e-mail, but you have not received it, contact our customer support info@thirtypercent.de and we will get in touch with the shipping service provider.
If your shipment tracking does not change for a few days, please be patient. If you have any questions, you are also welcome to contact us.
How can I track my shipment?
Once your order has shipped, you will receive a shipping confirmation email with a tracking link so you can track your order all the way to your door.
If you have any further questions about the whereabouts of your order, please email our friendly customer service team. We would be happy to see if we can help you with your request.
RETURN & REFUND
What is your return policy?
You can return unworn items to us within 14 days . As soon as we have received your return, you will receive an e-mail confirming receipt of the return. After the return has been checked, the corresponding amount will be refunded (less €2.25 for return shipping) - according to the payment method you have chosen. Processing and refunds can take up to 7 days. Please see our cancellation policy for more information.
How do I return something?
Returning your order is super easy.
- Please send us an email to info@thirtypercent.de and state why you want to return your order.
- Pack your products together with a note that states your order number, name and address. Please ensure that all returned items are in their original condition and are sent back to us in the original packaging.
- Please print out your shipping label and stick it on your package.
- Please bring your package to the nearest post office.
Please make sure you keep your shipping confirmation that you get at the post office.
Please check your email for updates regarding the returns process.
Are there items that I cannot return?
We ask for your understanding that the earrings cannot be exchanged for hygienic reasons. Goods should be returned in an unused condition.
Regrettably, we are unable to provide refunds on gift bags, gift boxes and gift cards.
GUARANTEE
How long does TP's products have a warranty and how do I make a warranty claim?
All of our products come with a one year guarantee. But you can also contact us outside of this period at any time and together we will find a solution.
Would you like to claim your guarantee? Then you are welcome to contact our support via e-mail info@thirtypercent.de, we will take care of your request as soon as possible. In every e-mail, please include your full name and order number with a picture of the defective item so that we can match your order to you.
What does the limited warranty cover?
The guarantee does not apply to
- General wear and tear, improper handling or lack of care
- Due to improper use or accidents
- Damage caused by third party repairs or adjustments
- Lost or stolen goods or parts thereof.