FAQ

WE ARE GLAD TO HELP YOU.

Do you have a question about our products? We are glad to help you.

In the FAQ section below you can find answers to the most frequently asked questions.

If you have any further questions, you can simply write us an email to: aloha@moanina.com

FAQ

MOANINA JEWELRY

What materials do you use for the production of your jewelry?

The use of high quality materials is a top priority for us. Unless stated otherwise, our necklaces are made of 925 sterling silver and depending on the colour, finished with a high quality 18k gold plating.  For our charms we also use 925 sterling silver or brass, also finished with a high quality 18k gold plating.

In each product description you can find the tab “DETAILS“, where the different components of each individual product are specified.

What necklace lengths are available?

A variety of necklace lengths are available. Currently, you can choose between 42 cm (16.5 inches), 45 cm (17.7 inches) 50 cm (20 inches) and 60 cm (24 inches). Please select your desired length on the product page before adding the product to the shopping cart.

How long does the plating of gold and rose gold jewelry last?

The gold and rose gold MOANINA jewelry pieces are made of high quality materials like 925 sterling silver and are finished with a high quality gold plating. The durability of gold plated jewelry depends on various factors. Careful handling and proper care are particularly important. Please follow our jewelry care instructions to make sure you treat your jewelry right. Also, the durability of gold plated jewelry varies from person to person. The skin’s natural salt content and the moisture of the skin influence the durability of jewelry. With good care and a careful handling you can have many years of joy with your gold plated jewelry pieces.

How do I care for my MOANINA jewelry?

Caring for sterling silver jewelry

Sterling silver jewelry pieces eventually tarnish when they get in contact with air. This is a completely normal process. You can either clean your sterling silver jewelry with a silver cleaning cloth or with a soft toothbrush and a little bit of mild dishwashing liquid. Use a soft clean cloth to wipe them afterwards.

Caring for gold plated jewelry

Please follow our cleaning instructions to prevent gold plated jewelry from tarnishing. Please avoid any contact with chemicals, such as perfume, lotions, cosmetics, cleansers, etc. We also recommend that you do not wear your jewelry while you are sleeping or working out. Also, you should avoid any contact with water so that you can enjoy your jewelry for a long time! 

To clean gold plated jewelry pieces, use a clean soft cloth to wipe them. (Do not use rough cloths like microfibre!) If your jewelry is really stained, you can also use a bit of water with a small amount of mild dishwashing liquid. Do not leave your jewelry in the water to soak but immediately dry it with a soft and clean cloth.

Under “Jewelry Care” you can find out more about how to care for your MOANINA jewelry pieces.

What is the meaning behind the name MOANINA?

Our name comes from the Hawaiian word “Moana” which means in English “ocean”. “MOANINA” describes the lifestyle of a globetrotter who is at home in the world and who loves the sea. Our vision is to create unique, high-quality jewelry pieces that inspire you to live your life to the fullest and to go on new adventures! Find out more about our story under “Our Story”!

Can I buy your jewelry in a store?

No, our jewelry is exclusively available in our online shop.

I would like to buy an item that currently out of stock. When will it be available again?

We do our best to get the item back in stock as soon as possible. This can take up to 1-3 weeks. If you want, you can send us an email and we will notify you when the product is back in stock. You can also follow us on Instagram and Facebook where we keep you updated when popular products are back in stock.

Do you use materials of animal origin for your jewelry?

We love our planet and our greatest inspiration is the sea and the animals that live in it. Therefore we do not use any materials of animal origin such as corals, shells or shark teeth for the production of our jewelry.

Do you use real gemstones and drusies for the production of your jewelry?

Yes! We only put special emphasis on using natural materials for the production of our drusy and gemstone jewelry. The stones we use are always genuine and no glass or plastic imitations.

CHECKOUT & PAYMENT

Which payment methods can I use?

We accept the following payment methods: Paypal, Credit Card (VISA, MasterCard & AMEX), Immediate Payment / SOFORT Überweisung and Bank Transfer / Prepayment. You can find more information on the payment methods under “Payment“.

Can I place my order without opening a customer account?

Yes, you can also order as a guest without opening a customer account.

How can I redeem a gift voucher or a discount code?

Just type the code of your gift voucher or discount code in the box on the cart page before placing your order. The discount is then calculated and displayed automatically. Please enter your coupon code before submitting your order as an allocation afterwards is not possible.

I want to pay via bank transfer. How long do I have time to pay my order?

By payment via bank transfer the full amount must be transferred within 7 days after completing your order.

Is my data protected during the payment process?

Yes, absolutely! Our whole website is secured by an SSL certificate. This encryption technology ensures a safe transmission of your personal information. Therefore, your data is protected during the whole shopping and payment process.

SHIPPING & DELIVERY

Do you ship worldwide?

Yes, we ship worldwide! Under “Shipping & Delivery” you find more information about the shipping costs and delivery times.

When will my order arrive?

Most of our items have a delivery time between 1-5 working days. We ship orders from Monday to Friday, excluding public holidays. After your order has been processed, DHL usually needs 1-2 business days for the delivery of your order within Germany. International orders are usually delivered within 3-12 business days. Some of our products have a longer delivery time. You can see the shipping time of your products in the respective product description. If you order several items together, the shipping time of your order depends on the item with the longest delivery time. Once your order has been shipped, you will receive an e-mail with your tracking number, which allows you to track your package at any time. Please be aware that the delivery times are only estimates as we do not have control over external shipping providers and the destination country’s customs clearance processes. Under “Shipping & Delivery“ you can find more information on delivery times.

I have not received my order yet - what could be the reason?

Payment

Please note that the processing of your order only begins after we have received your payment. If you have selected bank transfer as your payment method, it usually takes a few days for the payment to be processed by the bank. If you have selected a payment via Paypal or credit card, please check whether the payment has been successful.

 

Delivery Time

Most of our items have a delivery time between 1-5 working days. Some items have a longer delivery time. You can see details about the delivery time of your products in the respective product descriptions.

 

If you have any further questions about the delivery status of your order, please send an email to aloha@moanina.com.

How much is shipping?

For international orders we offer a worldwide shipping flat rate of 6,90 €. The shipping fee for orders within Germany is 3,90 €. If you order several products within one order, we will ship all items together and you will only be charged for one shipment.  For all orders over 90€ we offer free insured shipping worldwide! Under „Shipping & Delivery“ you can find more information on shipping costs.

Can I track my order?

Yes! All of the shipments that we send are fully insured with a tracking number. As soon as we ship out your order, you will receive an email including a tracking number to track your package.

What shipping company do you use?

International orders are shipped via Deutsche Post international registered mail. Within Germany your package is shipped with DHL.

Can I get my order delivered to a DHL Packstation?

Yes! Within Germany your package is shipped with DHL. Therefore you can also get your package delivered to a DHL Packstation.

Where do you send from?

We ship all orders from Duesseldorf, Germany.

Can I pick up my order at your warehouse?

Unfortunately, a self collection of your order is not possible.

RETURN & EXCHANGE

What is your return policy?

Upon receipt of your order you have the right to return the ordered product within 14 days. Please be aware that he item must be unworn and in original condition. You can find more information under “Returns & Exchanges“.

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