Contact us
The Trollbeads.ro website is distributed in Romania by SC ART GIOIELLI SRL.
Contact SC ART GIOIELLI SRL
CUI: RO 42062130
O.R.C.T.B registration number: J40 / 17688/2019
Headquarters: Bucharest, Sector 3, Strada Doicești, Nr.6, Bl.B5, Ap.12
Frequently Asked Questions
The Jewellery
How do I care for my Trollbeads?
Advice on Locks
Advice on Leather Bracelets
How can I tell if a Trollbeads product I purchased is genuine?
How do I know what length of bracelet I need?
How do I know what size ring I need?
Why is my pair of earrings not exactly the same color?
Can I wear more than one earring on an earring hook?
Which Trollbeads are on the Troll Rings and how many beads are there on the different sizes?
Why is my bracelet only 16 cm when I ordered an 18 cm bracelet?
Is there nickel in the jewellery?
Why do my silver beads become black?
Why do my gold beads sometimes look silver?
How many karats of gold are there in the gold beads and gold chains?
How are glass Trollbeads made?
Do Trollbeads fit on a Pandora bracelet?
Despre comenzile plasate
Cum știu că ați primit comanda mea?
Pot anula comanda?
Când îmi va fi livrată comanda?
Ce se întâmplă dacă nu îmi sunt livrate bijuteriile în timpul menţionat mai sus?
Care este costul livrării comenzii plasate?
Livraţi comenzile și în afara României?
Sunt diferenţe între imaginile afișate pe website și realitate?
Pot comanda un produs care nu este disponibil în stoc?
Ce se întâmplă dacă am plasat o comandă, iar bijuteria dorită nu se mai află în stoc?
Pot rezerva un produs?
Unde pot fi vizualizate preţurile fiecarui produs?
Ce se întâmplă dacă o comandă este greșită?
Ce se întâmplă dacă am primit un produs defect?
Ce se întâmplă cu comenzile plasate în cazul unor evenimente de forţă majoră?
FEEDBACK
The jewellery
Caring for your Trollbeads
Trollbeads are extremely durable.You can pretty much carry on as you normally would when wearing your Trollbeads. However, there are some things you can do to make sure your jewellery will look beautiful for many years to come.
Be careful not to get your Trollbeads in contact with chlorine or bleaches.
Unfortunately, it is not possible to find waterproof jewellery glue so jewellery with stones or pearls attached should be removed when doing the dishes or in the shower.
To clean your Trollbeads use liquid water and a soft toothbrush or polish them with a soft polishing cloth. This won’t remove scratches but it will remove everyday dirt. Do not use chemicals.
The beads will oxidize (begin to look black) after contact with oxygen and water, but you can simply polish them back to life with a soft cloth.
Advice on Locks
Our Basic Lock is best used as a starting lock as it is not sturdy enough for a full bracelet. A completely filled bracelet becomes heavier and tighter and therefore requires a sturdier lock.
Our Basic Lock and Swan Lock are not suitable for leather bracelets.
The standard lengths of a double ended lock is 2 centimeters, however, Big Flower Lock and Fish Lock are longer. Therefore, the bracelet will be looser, or the bracelet should be 1 cm shorter.
How to Use a Lock:
The small end should be hooked on to the small eye of the bracelet and the larger end should be hooked on to the large eye of the bracelet.
To open the small end: Use your thumb to push the bottom of the small clasp inwards.
To open the large end: Pull the tab on the back downwards.
Advice on Leather Bracelets
Unfortunately it is not possible to use a stopper on a leather bracelet
Our Basic Lock and Swan Lock are not suitable for leather bracelets.
When measuring for a leather bracelet we recommend a snug fit as the leather will stretch over time.
Some beads have a larger hole, and will therefore be looser on the leather bracelet then other beads.
How can I tell if a Trollbeads product I purchased is genuine?
Unfortunately, many counterfeit Trollbeads items are difficult to detect by the untrained eye. However, most genuine Trollbeads products will be stamped with the following:
Silver/Glass: 925S LAA
Gold beads: 750 LAA
Gold chains: 585 LAA
Please be aware that silver and gold beads were first stamped from January 2006 and glass beads were first stamped from May 2008. Therefore, many genuine beads made before that time are not stamped.
How do I know what length of bracelet I need?
When measuring for bracelets, measure tightly where your wrist is broadest and add 2 cm or about 1 inch. This will allow enough slack to add beads and fill your bracelet.
Be aware that the smallest bracelet (14 cm) is very small and is intended for a child while the largest bracelet (24 cm) is extremely long.
Remember that the length shown when you order a bracelet is the total length of the bracelet once you have attached a lock, however locks are sold separately.
How do I know what size ring I need?
Take a piece of string and wrap it around your finger and measure the length with a ruler. If you have a measuring tape, use that instead. If your measurement is 54 mm, for example, then your ring size is 54. However, to be completely sure, we recommend visiting your local Trollbeads store – they have the correct tools to give you your correct ring size.
Your ring size is only a guide. If the ring has a small, thin band you might need one size smaller than a ring with a broader band.
You should also keep in mind that the size of your finger can change over the course of a month, from summer to winter, if you have been active with your hands, or if you have had your hands in your pockets for a long time.
Why is my pair of earrings not exactly the same color?
The natural stones we use can vary in color but we have tried our best to pair them up as much as possible so that the two earrings in each pair match each other.
Can I wear more than one earring on an earring hook?
Of course! Like all Trollbeads jewellery, it’s up to you to mix and match and find your own style.
Which Trollbeads are on the Troll Ring and how many beads are there on the different sizes?
On the smallest Troll Ring there are 17 Trollbeads and on the largest there are 21. Each larger size of ring has one more bead than the last but at the same time some beads are replaced along the way with beads of different sizes so that the ring fits correctly. Castle, Berries and Sun Circle are some of the beads that only appear on a few sizes.
Why is my bracelet only 16 cm when I bought an 18 cm bracelet?
The length stated on the website is the total length of the bracelet once you have attached your lock. However locks are sold separately.
If a bracelet is 20 cm / 8 inches it means that it consists of a lock (2 cm / 1 inch) and a chain (18 cm / 7 inches).
Is there nickel in the jewellery?
No, there is no nickel in any Trollbeads product.
Why do my silver beads become black?
Any piece of jewellerywill begin to oxidize over time, as they are exposed to oxygen. As a result they will become black. Simply clean them with liquid soap and a soft toothbrush or polish them with a soft polishing cloth to bring back the silver shine. Do not use chemicals.
Why do my gold beads sometimes look silver?
As with all metals, the color from silver beads can rub off onto the gold beads, as they rub against each other on your bracelet. You can simply polish the gold beads with a soft cloth to bring back the shine and gold color.
How many karats of gold are there in the gold beads and gold chains?
All of our gold beads are made from 18k gold while all of the gold chains are made from 14k gold as this is stronger and can hold more.
How are glass Trollbeads made?
Do Trollbeads fit on a Pandora bracelet?
We have experienced that Pandora beads fit on our chains but not the other way around. However, some of our large beads do fit Pandora’s chains. Ask your retailer to find out which beads this is.
We have created a collection called Universal Uniques which are designed with a larger opening, so it fits all major brands like Pandora and Chamilia.
About orders
How do I know you received my order?
After placing your order, you will receive a confirmation email with the corresponding proforma invoice.
Can I cancel the order?
If the payment of the proforma invoice sent to you is not paid within 2 working days, it will be automatically canceled.
Otherwise yes, you can cancel the order. Please ask us in writing at trollbeads.romania@gmail.com
When will my order be delivered?
As soon as we collect the value of the proforma invoice issued for the order placed by you, we will notify you and send you the order, as well as the related guarantee. The tax invoice will be sent to the e-mail address provided by you and only if you expressly request its receipt in hard copy, we will send it together with all other documents in the package with which the delivery will be made. Subject to the provisions regarding the availability of products, unless there are extraordinary circumstances, we will make every effort to deliver to the courier company the jewelry related to your order the next working day after confirmation of receipt of the value of the proforma invoice.
Please note that no deliveries are made on Saturdays and Sundays.
What happens if my jewelry is not delivered within the time mentioned above?
Given the current context, delays can occur for various reasons!
If, for any reason, we are unable to meet the delivery date, we will inform you of this situation. We consider that the “delivery” has taken place or it is considered that the order has been “delivered” when you take physical possession of the products.
If the placed order does not reach you within the estimated delivery time in our confirmation email, please contact us.
If we are unable to deliver the products for reasons beyond our control, after two attempts, your order will be returned to our warehouse.
Resuming the delivery process for reasons not attributable to us will incur an additional cost and we reserve the right to transfer this cost to you.
What is the cost of delivering the placed order?
The cost of delivery of the order is FREE, which means that it will be borne by us, only for orders that exceed the total amount of 499 Ron, for all other costs will be paid by you, it has the value of 15 Ron + VAT, regardless of location from Romania.
Do you deliver orders outside Romania?
No, the delivery of orders placed on the site www.trollbeads.ro is made exclusively in Romania.
Are there differences between the images displayed on the website and reality?
Yes, there may be differences between what appears on the site and the actual jewelry, because Trollbeads jewelry is finished by hand, each piece of jewelry being unique.
Each glass talisman is handmade in the open flame and no two glass talismans are identical. Here we refer to size, color and pattern. There may be slight differences between the image presented and the final talisman ordered.
Each talisman made of natural stone is absolutely unique. Their colors vary and have unique inclusions and features demonstrating their natural provenance and beauty.
The pearls used in all Trollbeads jewelry are freshwater cultured pearls and there may be differences in color or size between the image presented and the final talisman ordered, making each piece of jewelry unique.
Can I order a product that is not available in stock?
Of course, if the desired jewelry is not in our stocks, there is the possibility to order them (within their availability at our supplier) and then ship within 30 days of placing the order.
We reserve the right to ask you to pay an advance of 50% of the total payment amount for orders that do not appear in our stock (gold products or orders that exceed the total amount of 599 RON). the situation in which you later change your mind and cancel the order.
What happens if I place an order and the desired jewelry is no longer in stock?
All orders placed depend on the availability of the respective jewelry in our stocks. In this regard, in the event of supply difficulties or if the products are no longer in stock, we reserve the right to inform you. If you do not want to order other replacement products and if we have already received the payment for the ordered jewelry, the amount collected by us will be refunded within 24 hours.
All orders will be processed in the chronological order of their receipt and within the available stock, but there may be slight discrepancies between the displayed stock and its actual availability, which we apologize for and intend to resolve as soon as possible. . Thank you for understanding!
Can I reserve a product?
Jewelry booking is not possible on the website www.trollbeads.ro.
All orders will be processed in the chronological order of their receipt and within the available stock, but the desired jewelry can be brought to order, if it is no longer available in stock.
Where can the prices of each product be viewed?
The price of each product will be the one mentioned on the website www.trollbeads.ro, unless there is an obvious error. Although we make sure that all prices and information in our online store are correct, errors may occur.
If we discover a price error for any product (s) in the order received, we will inform you as soon as possible and give you the option to reconfirm the order at the correct price or cancel it. If we cannot contact you, for various reasons not attributable to us, the order will be considered canceled and, if the product has already been paid, we will refund the full amount collected.
The prices displayed on this site include VAT, but do not include delivery costs, which will be added to the total amount due, depending on the case, when placing the order.
In order to respect social distance and avoid the use of cash for the protection of all and to minimize physical contact, we decided that all payments be made by bank transfer to our account opened with ING Bank, mentioned on the proforma invoice, without commission collection. Deliveries will be made only through courier companies, the cost of this service will be included in the value of the proforma invoice where applicable. After collecting its value, we will issue the tax invoice which we will send in electronic format to the e-mail address indicated by you. The ordered jewelry will be delivered together with the warranty certificate through the courier company.
The printed tax invoice will be sent physically, only if we receive an express request in this regard – nature protection is an integral part of the Trollbeads culture.
As soon as the package is delivered to the courier, you will receive an e-mail containing details regarding the shipment of your order.
What happens if an order is wrong?
If you believe that the product does not comply with the order placed, please contact us by providing us with the data by which we can identify the products received, including photos. If the fault belongs to us, the return cost will be borne by us, and the return of the product will be made through a courier sent by us, the return details being established in agreement with you at that time.
What happens if I receive a defective product?
It is your responsibility to inspect the products upon receipt and to notify us within 30 calendar days of receipt of the order regarding any defect, non-conformity or damage to the products received, by e-mail to trollbeads.romania@gmail.com. If the objections are not communicated to us within the specified term, the goods are considered accepted together with any apparent defects of appearance they would present.
What happens to orders placed in case of force majeure events?
We will not be held liable or liable for any non-compliance or delay in the performance of any of the obligations we have assumed, if this is caused by events beyond our reasonable control (“Force Majeure Event”).
A Force Majeure Event will include any act, event, non-performance, omission or accident that is beyond our reasonable control and will include in particular (without limitation) the following:
1. Strikes, technical unemployment or other trade union actions.
2. Civil rebellion, revolt, invasion, terrorist attack or terrorist threat, war (whether declared or not), threat or preparation for war.
3. Fire, explosion, storm, flood, earthquake, landslide, epidemic, pandemic or any other natural disaster.
4. Impossibility of using railways, maritime transport, air transport, car transport or other means of public or private transport.
5. Impossibility to use public or private telecommunications networks.
6. Acts, decrees, legislation, regulations or restrictions imposed by any government.
7. Any strike, malfunction or accident affecting the relevant maritime transport, postal system or other transport.
The execution of our obligations arising from any agreed order will be considered suspended during the Force Majeure Event and we will benefit from an extension of the term to execute our obligations during the Force Majeure Event. We will use our reasonable means to stop the Force Majeure Event or to find a solution by which we can fulfill our obligations.
FEEDBACK
We are a family together, so we want to have a relationship based on honesty and transparency with you, our customers. We look forward to comments, suggestions and opinions at the e-mail address trollbeads.romania@gmail.com or on our Facebook pages – Trollbeads Romania and / or Instagram @trollbeads.romania
We reserve the right to revise and modify the Terms and Conditions described above occasionally and in our sole discretion. All changes will be made public on the website www.trollbeads.ro.
Thank you!
