HELP / FAQS

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Are you receiving an error message when you try to log in to your account?

Then we ask you to check the following:

• Did you use the same email address you registered with?
• In the bottom left corner of the main page, you can select your country. Please make sure you have selected the correct store, as your login will only work in your country.
• Have you forgotten your password?  Click here to  reset your password.

If none of this helps, please contact our customer service. 

Do you want to delete your account?

Of course, we understand if you wish to delete your account with us, but we are very sorry to hear that. However, please contact us via our contact form by clicking the button below, and a team member will guide you through the next steps.

We hope you find the answer to all your questions here in our FAQs. If not, our customer service team will be happy to assist you and advise you on your request.

Below you will find our opening hours and the various contact channels through which you can reach our support team.

Our customer service team is working hard to answer all incoming messages as quickly as possible. We ask for your understanding that, due to the high volume of orders, it may currently take a little longer for your message to be processed. We therefore ask for your patience.

Returns can easily be registered via our returns portal .

Please note:

• Returns are possible up to 30 days after ordering .
• Simply follow the instructions in the portal to receive your return label.

Problems or questions?
Our customer service team will be happy to help – simply contact us at support@paul-valentine.com .

You have the right to return the goods within 30 days of receiving the package without giving any reason. This does not apply to items that are explicitly excluded from exchange. 

Products excluded from exchange include gift bags, vouchers, personalized items and the Summer Essential Set. 

We only accept returns of new and unworn items. If the item arrives damaged at our warehouse, we will return it to you.

First, it is checked whether this loss in value of the condition, properties and functioning of the goods is due to unnecessary handling of them.   

When purchasing a bundle, the individual products are counted as a single product and can therefore only be returned together.

Therefore, if you are returning a bundle, please send all the associated items back together.

 If you wish to return two orders to us, please send them back separately. This will allow us to guarantee faster and more accurate processing of your returns.

 The return shipping fee varies by country and will be deducted from your refund.

You can drop off your package at any local post office:

Germany: 👉 Find a DHL location

Austria: 👉 Find a Parcel AT/Öpac location

Belgium: 👉 Find a Bpost location

Please note that a return shipping fee applies to all returns. You can find more information about our return policy here .

Do you have any further questions? Write to us directly via: 

e-mail 

If you have returned your package to us correctly, we will refund the purchase price within 14 days of receiving the goods . The amount will be credited to the payment method you used for your order.

You can use the tracking number of your return shipment to see where the package is. 

Please note that the return slip for your return shipment should always be kept until the refund has been processed.

Our bundles combine several complementary items into a single product. This allows you to purchase the products at a discounted price.  
Bundles can therefore only be returned together. If you are returning a bundle, please sendall theincluded items back together.

You ordered multiple items and only returned a specific portion of them?  

If we have refunded you the wrong amount, we sincerely apologize! 

The following points will affect your refund:

• Your item has the wrong barcode affixed to it. Our warehouse is scanning this barcode, which is linked to the item, and will then issue a refund. This is obviously our mistake; simply contact us here and we will resolve the issue as quickly as possible.
• If you purchased the item during a sale, you will of course only be credited with the amount you paid.
• A processing fee applies to each return, which varies depending on the country. The list is below:

Should any questions arise regarding your refund, pleasesend our customer service a short message with the most important details here.  

Unfortunately, we do not currently offer exchanges.

However, you can return your items within 30 days and reorder the desired piece of jewelry.

Please note that a return shipping fee applies. You can find more information about our return policy 👉 here .

Once your return has arrived at our warehouse, we will refund the amount minus the return shipping fee and you can place a new order with the item you want as usual.

Shipping costs vary depending on the destination and shipping method.  

Want to know the current status of your order? 
Simply click on your current order in your PV customer account to see its current status. 

Furthermore, you will receive an order and shipping confirmation by email in any case – whether you have a PV customer account or not. You should receive the order confirmation shortly after we receive your order and the shipping confirmation as soon as your package has left our warehouse. 

We will keep you updated on every step so that your package arrives safely. 

Do you have any further questions? Write to us directly via: 

 e-mail 

Want to have your order delivered to a Packstation? No problem, we also deliver to Packstations! :) Please enter the address as follows: 
1. First name & last name
2. Street & house number: e.g., Packstation 123
3. Additional information: 6-10 digit postal code (e.g., 123456789)
4. Postal code
5. City
6. Country 

All orders are shipped quickly and securely from Germany. 

There are no import taxes or customs duties for shipping to Switzerland.

Receive packages whenever and wherever you want: 
DHL Preferred Delivery is a service for your individual package reception.

You can make a one-time change or grant permanent permission to leave the package if you are not at home.

How does that work?

You can choose this yourself, either via shipment tracking or via free registration with DHL.

Using the shipment tracking, you can redirect the respective package, e.g. have it delivered to a different address (to a neighbor or another address) or on a different day if you are not at home on that day.

However, if you would like to make a permanent change or have your package delivered to a Packstation, you can easily register with DHL here .

You can then manage your packages yourself and decide when you want them delivered. 

You can also find more information directly on this DHL page. 

According to the tracking information, your package should have arrived, but you didn't accept it and can't find it anywhere?

 Please first contact your neighbors, who may have accepted your package for you. Sometimes the tracking information doesn't indicate that the package was delivered to someone else, even if it was.

If your package still hasn't arrived, please contact our customer service using our contact form.

We will initiate an investigation with the respective shipping courier and promptly send you a new package, subject to confirmation.

If you do receive the first package, you can return it free of charge. Otherwise, we will send you a new invoice for the second package. 

Please note: We cannot initiate an investigation for customers with a delivery release agreement . It is contractually stipulated with the respective shipping courier that liability for damages occurring after delivery is excluded. In such cases, you would need to contact the shipping courier directly to initiate an investigation. If your tracking information shows that your package is still en route, but the tracking has not been updated for several days, please contact our customer service directly. 

You placed an order with us and live in a non-EU country?

Normally, VAT is already shown on our invoices. Therefore, a VAT refund is not possible. 

Should you nevertheless receive an invoice where the VAT is not shown, a refund is possible. However, this is a refund from customs and therefore cannot be processed by us.

In the above case, residents of the country can claim a refund of the VAT they pay in other European countries:

1. Have the export certificate issued using the invoice.
2. Have the invoice and export certificate stamped at the German customs counter – the buyer's ID is required for this.
3. Only persons with a permanent residence outside the EU are entitled to a refund of foreign VAT.

Please note: The billing and delivery address must be located in Switzerland (or another non-EU country). 

For further information, please contact the relevant customs office.

We sincerely apologize for the incomplete submission.

Please contact our customer service immediately. You will then receive all further information from our support team.

If you have received a package containing a defective item from us, please contact us no later than two days after receiving the goods and provide the following information:

• name
• Order number
• Photo of the defective product
• Photo of the damaged package - if the package is damaged.
  (Important: Please keep the box, as we may need to forward it for inspection.)

Once we have received all the information from you, we will immediately send you a new package and inform you about the next steps regarding the defective product.

Please do not attempt to fix the fault yourself, as the warranty will be voided if we can no longer prove the original fault.

In the rare event of an incorrect delivery, please follow these steps:

1. Please contact our customer service immediately and send photos of the incorrectly received item (item and back of the jewelry packaging with the item number). 
2. Our customer service team will then explain the next steps to you.

Please do not initiate a return without contacting us first. 

Unfortunately, it is not always possible to specify an exact date, as many different factors play a role. 

However, we will always keep you updated via our social media platforms and our newsletter when it comes to new products and stock replenishments. 

We therefore recommend that you register for our newsletter to stay up-to-date. Alternatively, you can register with your email address on the page of the respective article and will be notified as soon as it is available again.

We currently offer personalized engraving for selected pieces of jewelry. 

Please note that engraved jewelry and watches are excluded from exchange and return. 

Note: All our Paul Valentine watches are finished with our Paul Valentine logo on the back of the case.

All PV watches have a water resistance of 5 bar. This means they are splash-proof.

You can use the attached table to determine how much water exposure your watch can withstand:

Here you'll learn how to best wear the ear cuff. 

Find position

• Most ear cuffs are designed for the upper part of the ear (helix area).
• You can also wear it lower down – depending on the design and comfort.

Invest

• Carefully open the ear cuff (if it is flexible).
• Place it on a narrow part of the ear.
• Slowly slide it into the desired position and gently squeeze it until it is secure.

Check seat

• The ear cuff should fit snugly, but not pinch or hurt.
• Move your ear slightly – if it wobbles or slips, you need to reposition it.

Combine

• Ear cuffs can be easily combined with other earrings.
• They look particularly beautiful in an "ear stack" with small studs or hoop earrings.

The mesh bracelet can be easily adjusted to fit individual needs.

This video shows you how to do this:  

We recommend having the Link bracelets of the Iconia, Lovella, Multifunctional, and Vindemia models shortened or lengthened by a local jeweler or watch retailer to prevent damage to the bracelet. We will not cover any costs incurred. 

We are pleased that you have ordered one of our Link watches.

If your watch is too small, a few individual links are included in the watch box so you can increase the bracelet length.

However, opening the bracelet and adding the links isn't entirely straightforward, so we recommend having this done by a local jeweler or watch retailer to avoid damaging the bracelet.

Most jewelers will gladly do this free of charge.

If these two extra links aren't enough, please contact us again with the number of additional links you need so we can send you more if necessary.

The same procedure applies if your watch is too big; this would also have to be done by a jeweler.

Info:

Of course, if you have the tools to insert or remove the links yourself, then you are welcome to do so.

Please note, however, that if the watch is damaged and subsequently returned, we cannot accept the return.

You've already received your watch and are wondering how to open or close it? No problem! We're here to help. 

Our different collections have clasps selected to match the design – so they're not the same for all watch models. 

If you have a MESH, SYMPHONIA, or RETROSPECTA watch , then watch this video: 

This video will certainly help you with our best-selling ICONIA or ETERNAL  models:

Do you own a Vindemia watch? Then take a look here: 

And for help with the LOVELLA models, watch the next video: 

You don't know your ring size, or you want to give someone a gift and can't remember their ring size? No problem, these two methods will help you find the right ring size. 

Option 1: Do you already have a ring to measure? Perfect. Here's how it works:
 

1. Choose an existing ring that fits the desired finger.
2. Measure the inner diameter of the ring (in mm).
3. Use the size chart (see below) to determine your ring size.
    

Option 2: You don't have a ring to measure yet? No problem! Here's how you can easily find out even without a ring. 

1. Wrap a piece of paper around the finger on which you want to wear the ring.
2. The piece of paper should be wrapped very tightly around your finger. The tighter it is, the higher the probability that you'll choose the perfect size for your new ring.
3. Mark the point where the paper overlaps. Measure the area with a ruler (mm).
4. You can determine your ring size using the list of ring sizes (see below).

Our ring sizes49.550525454.55657586062.5Inner circumference (mm)15.71616.51717.31818.218.51919.8EU49.550525454.55657586062.5US55.566.577.588.5910UKJKL 1/2NNOPP 1/2Q 1/2ST 1/2France9101214151617182022

Did you know? 

• It's normal for the size of your fingers to change slightly throughout the day. Therefore, it's best to measure several times a day and, if in doubt, choose the larger ring size.
• Temperature affects the appropriate ring size. On cold days, fingers are slightly thinner, while on warm days they can swell a little.
• For rings with a wider band, you may need a larger size. When measuring (option 1), make sure to cut the band to the width of the ring.
• The ring size of your right and left hand is not the same. Therefore, always measure the finger on the hand on which you intend to wear the ring.

We hope you find the perfect ring for you! 

Unfortunately, it is not possible to cancel or change orders, as they are forwarded directly to our warehouse.  We want to keep our promise of fast delivery and therefore, for technical reasons, cannot process cancellations after the order has been received.

Once we receive your order, it will be processed immediately in our warehouse so that your package arrives as quickly as possible. Therefore, address changes are only valid within the first 30 minutes. 
*This applies only on weekdays during our opening hours.

DHL: 

Once the package is in transit, DHL unfortunately no longer offers address changes. However, you can arrange a preferred delivery location through DHL customer service. You can find more information here .

Should DHL be unable to deliver your package to the specified address, a return will be initiated, so that the package is sent back to us. 

We will then contact you regarding an address correction and resend the package to you.

UPS: 

A change is not possible until the first delivery attempt. After that, UPS will try to contact you. If you haven't received a notification, please contact your local UPS customer service. Of course, you can also contact us directly. 

Once you've updated the address, UPS will deliver your package within 24 hours. 

UPS Contact*: 

Germany     01806 882 663

Austria     +43 159 914 2030

Switzerland     +41 442 004 100

France     +33 173 006 661

Belgium     +32 782 508 77

Luxembourg     +35 280 022 510

*Fees may apply 

You placed an order but still haven't received an email confirmation?

Don't worry – this doesn't necessarily mean we haven't received your order. There could be several reasons. Please ensure the following points are met: 

• Did you enter the correct email address?
  If not, we can easily change your email address and resend the order confirmation. 
   
• Is the email perhaps in your spam/junk mail folder?
  Our order confirmations sometimes end up there. Please check there again as well. 
   
• Do you have an Arcor mailbox?
  If you do, a transmission problem with the provider could be the reason you haven't received an order confirmation yet.
   

Still haven't received an email from us? Then please contact our customer support. 

Generally, we offer a 2-year warranty on our watches, jewelry, bags and sunglasses. 

Within the warranty period, we will rectify all defects in your product free of charge, provided they are due to material and manufacturing defects .

The warranty does not apply to:

• Defects or damage caused by improper use or negligence (e.g. impact, fall, glass scratches)
• Defects or damage caused by improper repair or modification of the product or its individual parts
• Optical changes that occur as part of normal wear and tear and aging (e.g. minor scratches etc. on the glass and/or case, discoloration of the strap and peeling of the coating)
• Water damage
• Contamination of the product also does not constitute a warranty claim.
• Free items ( more information about free items can be found here )

In the event of a warranty claim, please proceed as follows: 

1. Please contact our customer service and include the following information in your email: 
   - Name
   - Order number
   - Photo of the defective item
   
   
2. Our customer service will first check the image to determine whether the defect is covered by the warranty. 
   
   
3. In the event of a warranty claim, we will send you either the damaged replacement part or a completely new item free of charge. 

Special case: Battery empty

Should your watch battery stop working within one year of purchase, we kindly ask you to have it replaced by a local jeweler or watchmaker. 

We offer to cover the costs up to a certain amount. This is based on current local prices and therefore we can only cover costs up to a specified limit. 

Eurozone countries: €12 (except Luxembourg: €15)
Switzerland: CHF 20
Great Britain: £ 15 

Please send us proof of repair. The costs can then be credited via PayPal or bank transfer. 

Please note that no warranty can be claimed on free items. 

This applies to both free items from Paul Valentine and items in collaboration with other brands. 

There could be various reasons why your discount code isn't working. 

Therefore, please make sure that:

• Your discount code is redeemable for the products you have selected. Many discount codes only apply to specific product categories and not to the entire range. 
   
• If you redeem the Welcome Discount, this will be your first order. These types of discount codes are only valid for the first order.
   
• the validity of the promotional or discount code has not expired. 
   
• You are on the correct store. So, if you are from Germany, you can only redeem your discount code in the German store. 
   

The following items are excluded from discount codes: 

• Gift bags
• Vouchers
• Advent calendar
• Summer Essentials Set

General information: 
Discounts cannot be combined with other promotions!

With us, you have the option to choose between the following payment methods:
 

PayPal: 
PayPal offers various payment options and insures orders up to 500 EUR - all you need is a free account.

If you wish to pay for your order via PayPal, you will be redirected and asked to log in to your account or register a new one. Once that's done, simply select your preferred payment method (PayPal balance, direct debit, or credit card) and confirm the payment.

We then receive confirmation from PayPal and ship your goods immediately.

 

KLARNA Invoice & Installment Purchase*:
Payment by KLARNA only takes place after receipt of the goods. 

The invoice will then be sent to you directly by Klarna via email. You have 30 days from the invoice date to pay it.

Additionally, with KLARNA's financing service you have the option to pay for your purchase flexibly in monthly installments of at least 1/24 of the total amount (but at least 6.95 EUR) or under the other conditions specified at checkout.

You can find more general information about Klarna  here.
*within Germany, Austria & Great Britain.

SOFORT Pay via Klarna:
You can make your payment easily, conveniently, securely, and without registration via SOFORT Pay through Klarna. Klarna will request your bank details, and the amount will be debited from your account a few days later. 

Credit card:
We accept payments via VISA, MasterCard & American Express. Our payment provider Stripe enables convenient and secure payment processing directly during our checkout process. Your credit card will be charged upon completion of your order.

Once your purchase is complete, it is no longer possible to add a discount retroactively, as your invoice has already been created and therefore no changes can be made. 

How can I redeem my voucher?
You can redeem the gift voucher, just like a discount code, in step  2  (details) of the checkout process. 
Please make sure you enter the code exactly as it appears on the voucher.

 

How long is a gift voucher valid?
Our vouchers are valid for 3 years from the date of purchase.

 

Do I have to use the entire value of the voucher in one order?
No, the purchase price will be deducted from your voucher value. The remaining balance will stay with you and you can simply redeem it with your next order.

 

Can I redeem my gift voucher during a sale?
Yes!

Can I return items paid for with a gift voucher?
Yes, you can. The value of the returned items will be credited back to your voucher. This way, you'll have another valid voucher that you can redeem within 3 years.

*Vouchers can be used for our products – shipping costs are  not included.

 

Important information about our gift vouchers:

• Cash payment of the amount is not possible.
• Valid for 3 years from the date of purchase
• Vouchers are excluded from the right of withdrawal.

Please note that you received a free gift because your purchase exceeded the required minimum order value. If you return an item and your order value falls below the threshold originally required for the gift, please also return the free gift.

If you do not return the gift, we will have to charge you for the free item.