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FAQ

FAQ

FREQUENTLY ASKED QUESTIONS

ORDERS

 

WILL SOLD OUT PRODUCTS WILL BE AVAILABLE AGAIN?

Yes, most of our sold out products will be available again. You have the possibility to leave your email address and get notified as soon as your preferred products are available again.

WHAT PAYMENT METHODS DO YOU OFFER?

You can pay via credit card, Sofortüberweisung, Klarna, Apple Pay & PayPal. If you use Klarna as your payment method for pre-orders: Please be aware that you have to pay for your products during the payment period, even if your products will arrive at a later time.

HOW CAN I ENTER MY DISCOUNT CODE?

You can easily enter your discount code in the discount field during Checkout. If all requirements are fulfilled, your discount code will automatically be deducted. Discount codes cannot be applied to SALE products and cannot be combined with other discounts.

 

RETURNS

 

HOW CAN I RETURN MY PIECE OF JEWELRY?

You can easily return your jewelry within our 14-day return policy. Herefore, please visit our return center and enter your order number and your email address. Please send back your jewelry in our original packaging. After receiving and checking your return, our team will, as soon as possible, take care of the reimbursement of your payment.

 

SHOWROOM

 

WHERE IS YOUR SHOWROOM LOCATED?

Our Showroom is located in the Heart of Cologne, close to the popular shopping streets: Mittel- and Ehrenstraße. OHH LUILU - THE STORE Benesisstraße 29, 1st floor 50672 Cologne

WHAT ARE THE OPENING HOURS?

We open our Showroom only for selected events, such as our OHHL Piercing Studio. You’ll find all further information here.

WHERE IS THE BEST PLACE TO PARK?

Nearby you’ll find multiple parking spots and the parking garage: Tiefgarage Rudolfplatz. If you come by public transport, you can use the stations: Rudolfplatz or Neumarkt.

WARE YOU PLANNING ON DOING MORE POP UPS?

We started our Pop Up Journey in 2019, because we love to meet you in person and offer a personal and exciting shopping experience. Due to current circumstances, we unfortunately couldn’t pursue our Pop Up plans and had to cancel the second half of our Tour in 2020 and 2021. However, as soon as it’s possible to implement such concepts again, we are of course going to continue our Pop Up Tour. We cannot wait to see you again!

 

JEWELRY CARE

 

HOW CAN I CLEAN MY JEWELRY?

Due to its premium quality, it is very easy to take care of our jewelry. Here you can find further information on jewelry care or check out ohhluilu_official for a detailed description on how to clean your jewelry.

HOW DO I FIX DISCOLORATION?

Our jewelry has a tarnish protection, thus discolorations are very rare. However, discolorations are possible due to various reasons such as: wrong storage, perfumes, soaps or other substances which can attack our materials. You can find more detailed information on quality & care here.

CAN I WEAR MY JEWELRY IN THE SHOWER OR WHILE SWIMMING?

OHH LUILU jewelry is perfect for everyday wear, thus we designed our pieces to be water resistant. Nevertheless, we encourage you to take off your jewelry before entering the shower or taking a swim. We can tell from our own experience that we wear our jewelry when showering without noticing discoloration. However, please be aware that salt water or aggressive soaps and shampoos might attack our materials and lead to slight discolorations.

CAN I ADAPT MY PIECE OF JEWELRY?

Your bracelet or necklace is too long? No worries! Because of the materials we use, every jeweler in your vicinity can easily make adjustments. We recommend visiting a jeweler in person to receive the length of your choice. The measurements of all products are displayed in the product description of each piece.

 

CERTIFICATION

 

WHAT DOES THE RJC CODEX IMPLY?

Our manufacturers are members of the Responsible Jewelry Council (RJC). The RJC has a strict Code of Practices (COP), which has to be respected in order to become and stay a member of the Responsible Jewelry Council. This Code of Practices includes a standard for ethical, social and sustainable practices. In short the COP, has been set in place to ensure that companies act in an ethical, social and sustainable manner.

WHAT DOES REACH STAND FOR?

REACH is a regulation that has been set by the European Union. REACH stands for the Registration, Evaluation, Authorisation and Restriction of Chemicals.

WHY IS REACH SO IMPORTANT TO YOU?

Our foreign manufacturers comply with the European Union’s REACH regulations. This implies that hazardous substances such as nickel or cadmium, which can be a component of jewelry, are not used during production. Furthermore, this leads to the fact that there are less harmful chemicals in circulation. Less harmful chemicals in circulation benefit the environment and make our brand become more sustainable.

 

WE LOVE CARE AND REPAIR

PREMIUM QUALITY

COMMITMENT TO QUALITY THROUGH THE USE OF HIGH QUALITY MATERIALS

1-3 DAYS DELIVERY PERIOD

DIRECTLY AND LOVINGLY PACKING IN OUR HQ IN COLOGNE

DESIGNED BY LUISA

EACH OF OUR PIECES IS DESIGNED IN-HOUSE BY OUR FOUNDER LUISA.

OHH WE CARE

WE FACE OUR RESPONSIBILITY AND MIND THE COMPLIANCE WITH OUR VALUES DURING THE WHOLE PRODUCTION PROCESS.

“As the founder of OHH LUILU,
I lay special emphasis on premium materials and
the compliance with ethical standards along our value chain.“

Founder Anna Luisa Schindler with Carly

CONTACT

MAIL OR TEXT US

customercare@ohhluilu.com

WhatsApp +49 163 2561035

CALL US

+49 (0) 221 / 801 886 09
TUE & THU
from 1PM until 5PM

VISIT US

Benesisstraße 29, 50672 Köln
FR 12PM until 7PM
SA 11PM until 7PM