Customer Service
Placing an Order
Placing an order with FARLANG.com is easy. Simply follow the steps below:
a) Add an item to your shopping bag by clicking on the “ADD TO BAG” button.
b) When you proceed to checkout you will be prompted to fill in your personal information. You will also be shown your shopping bag for review. Once your purchase is complete, we cannot add further items to your order. You will be given the option to “Continue Shopping” or “Proceed to Checkout”.
c) Follow the instructions as you proceed through the next steps until your order has been confirmed. You will see an order number and a “Thank You” indicating that your order is complete.
d) Immediately afterward, you will receive an order confirmation via email. The designer will be notified immediately as well. Once the designer has shipped the product you will be notified by email receiving a tracking number and an expected delivery date.
e) We make every effort to keep the designer’s stock on the website up to date. Occasionally, a designer will have sold the product themselves before the website could be updated. If this should happen, you will receive an email indicating that a particular item you ordered is out of stock. Any changes will be reflected on your invoice.
Payment
a) Security
FARLANG.com works with the security software SSL (Secure Socket Layer), which is based on asymmetrical encryption to prevent malpractice or deception or copying of credit card information during the purchase process.
In addition FARLANG.com uses an additional encryption layer to the payment transaction platform as well as an “artificial intelligence” engine for early warning fraud protection.
This automatically ensures that neither FARLANG nor any third parties have access to this information. This credit card information will only be used again for after purchase transactions in the case of refunds. Please note that this is a direct withdrawal immediately after purchase.
b) Cards we accept: We accept Visa, MasterCard and American Express.
c) Shipping & billing address
For security reasons, first-time orders can only be shipped to the cardholder´s billing address or a corporate work address which we are able to independently verify. To avoid delays, please make sure that your billing address matches the address on your credit card statement, and that the cardholder´s name is written exactly as it appears on your credit card. In the unlikely event that we need to contact you during the authentication process, please ensure that your contact details are accurate.
d) American Express
When shipping to a delivery address other than your billing address, American Express must have your alternative delivery address in their system. To limit delays when processing your order, please contact American Express and give them your alternative delivery address prior to placing your order. We will contact American Express to verify your alternative delivery address during the order confirmation process.
Shipping
a) Shipping times for jewelry/gems in the shop
All items in stock shall be shipped within 2-4 days depending on availability of the designer and directly from the designer’s location.
b) Shipping time for jewelry/gems that need customization, are custom orders, “made to order” or any other “special request”
Delivery times depend on “time to create” the custom order. It usually takes a craftsman/woman or a designer 2-3 weeks for a technically complex item to create. Depending on the requirement to find special request gemstones this process can take longer.
c) Delivery time after shipment
- Standard shipping delivery time: shipment is done using standard delivery and usually arrives within 2-3 days on the same continent and 5-7 days on a different continent, not including any customs check. We do not have any influence on delays created by customs.
- Special express shipping requests should be indicated when ordering the item or otherwise contact our support team as quickly as possible.
d) Shipping costs
Free shipping on any order over $100 (standard delivery only).
Below $100 a flat rate of $10 is charged (standard delivery).
Expedited shipping will be charged an additional fee.
e) Insurance
Every order will be shipped fully insured.
Return Policy
a) Our shop (excluding luxury, custom and bridal):
Should you not be happy with your purchase, you have 14 days from when you receive your package to make a return or exchange. Items must be in original condition with all original designer tags. Custom and made-to-order jewelry or gemstones cannot be returned. Simply contact customer support and schedule a pick-up.
The obligation for return or exchange does not apply when any of the tags have been removed or damaged. The same applies when the returned item(s) are determined to have been used, worn, washed or damaged.
Please repack the product using the original packing materials. If the original materials are not reusable, use professional packing materials with plenty of cushioning. You are responsible for any damage due to improper packaging during transit, please carefully repack items.
Note that you are responsible for return shipping costs.
For any help, please contact our support team.
b) Jewelry and gemstones in the “luxury”, “custom” or bridal sections:
As you are buying directly from the designer you will need to make an agreement with them on the return policy of the piece. In general we nor they can accept returns on custom made, made-to-order or customized jewelry or gemstones, including customized engagement rings.
Refunds:
Once your order has been returned to the designer and the designer confirms it is in good condition, we’ll issue the refund to your account within 5 days after their approval.
Cancel an Order
Any order – aside from special or custom orders – can be canceled before it is shipped by the artist. To cancel an order, please contact our support team. You will receive a refund within 3 – 5 business days in the same form of payment used to place your order.
Taxes and Duties
No taxes are charged by FARLANG. All shipments are DDU (Delivered Duties Unpaid) by the designer shipping from their country of residence. Shipped products may be liable for additional charges by your local customs office which are levied upon arrival of the goods. FARLANG has no control over these additional customs charges.
When ordering you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. You can contact your local customs office for further information.
If you refuse to accept a parcel due to import duties or taxes you will be charged all postal charges including return shipping costs, customs charges and handling fees.
My Account Profile
You can modify your account profile anytime you wish. Simply select “MY ACCOUNT” at the top of the menu bar and log into your account using your email address and your personal password. Under your account profile, you are able to:
a) Edit your existing profile to change your invoice or shipping information
b) Edit your existing profile to modify your password or email address
c) Overview your wish list
d) Turn on/off the newsletter service
If you have forgotten your password, please click on this link.
Warranty & Liability
a) Condition of Goods
All instructions, designs, illustrations, technical data, weight, measurement and performance specifications which are contained in product folders, catalogues, circulars, announcements or price lists, have a purely informative character. Although we try our best to ensure accuracy, we do not guarantee the correctness of such information.
b) Liability
Liability in the case of material defects or defects of title shall follow the statutory provisions in force in the Federal Republic of Germany. Compensation for consequential damage caused by defects in delivered goods shall be excluded. The following restrictions shall apply:
- FARLANG shall not be liable for other than by injury of lives, bodies and health developing damages, unless caused by FARLANG or its employees, representatives or supporters with gross negligence or intent or based on culpable injury of a primary contractual obligation by FARLANG or its employees, representatives or supporters. Any further liability shall be ruled out, except for liability for an expressly warranted condition or defects which have been suppressed maliciously.
- Data communication over the internet cannot be ensured error free and/or at any time available after the present state of the art. Therefore we are not liable for the constant and continuous availability of our website. We are not responsible or liable for the availability and the content of third party’s websites reachable over hyperlinks from our website. The content of third party’s websites will not be appropriated by FARLANG in any case.
Contact Us
For any questions or help click on this link to contact us.