Frequently Asked Questions

The website says that a model is in stock but I have just received a message that the model is not available?

Unfortunately, it can happen that an article is listed as in stock, but it isn't. We do our best to minimize this. If this happens we try and notify you as soon as possible and suggest an alternative. Check if the article is in stock if you need a quick delivery on info@sanjoya.eu, or call us at +32 3-237 95 50.

I have seen an item on the website with a reduction. Does this reduction also apply in shops where Sanjoya jewels are sold?

No, not necessarily, as this can vary between sales points. It may be that the Sanjoya webshop offers a reduction which is not applicable in the shop you visit. On the other hand, you may receive a reduction in the shop that is not applicable to the website. (4) I have ordered a model which is already reduced, but have not received the additional 10% for my reduction code? Unfortunately, if you find something on our website that is already reduced you cannot take advantage of the extra reduction for your offer code. You can use the offer for a later order.

I have placed an order for a model that already has a discount, but have not received the 10% discount from my discount code on top of that?

If you select a model via our website for which a discount is already given, unfortunately we cannot give you the extra discount of your discount code. You can save the discount code for your next order.

Can purchased products be returned or exchanged? (=right of withdrawal/trial period)

Yes, you have a withdrawal period of 14 days. This means that you can revoke the contract 14 days after receipt of your order. You then have 14 days to return the order. It is important that the products are returned undamaged and (if reasonably possible) in their original and undamaged packaging. Customized products can not be returned, see Returns and Exchanges. For more information, please visit https://sanjoya.eu/b.-ruilen-of-retourneren. We recommend you to retain the proof of shipment, that was handed over for shipping the goods. This in order to avoid any problems afterward. If products are returned damaged Sanjoya can ask you for a compensation fee. Download the Modelformulier-herroeping-meertalig-12.

Which Jeweler in my neighborhoud sells Sanjoya Jewelry?

Please visit the Sanjoya Store Locator via 'STORES'. Sanjoya will keep you informed about the sales network of affiliated jewellers through this website. The Sanjoya brand is sold in more than 15 countries.

I get an error message when I am transferred to the bank and/or credit card page?

Your browser session might be expired. Refresh the page on a Windows computer using the CTRL+F5 keys (CMD+R for MAC) and try to complete your order again. There may be a malfunction in the banking system. Keep an eye on the announcements on the bank's website. If it still does not work, please contact us at info@sanjoya.eu, or by telephone at +32 3-237 95 50.

Can I order something and have it engraved?

It is possible to have a piece of jewelry engraved at Sanjoya. We see engraving as a service to our customers and don't charge for this as from a buying price of € 250. As soon as we receive the Jewel we will take a look at it to see whether engraving is possible. If this is not the case we will contact you to suggest a suitable alternative. Please note that once an item has been engraved it can no longer be returned to us. The delivery time may also longer.

How do I measure the correct ring size?

If you have a ring you can measure its cm diameter. After taking the measurement, you can send us the correct size and desired engraving per email at info@sanjoya.eu. The engraving will be done free of charge. Two to 3 weeks after receipt of your email we will send the rings to you by registered post. If you need the rings sooner, please state this in your email. We will, of course, take this into account when ordering the rings. Some additional tips and comments: Measure your ring size at room temperature. An environment that is too hot or too cold may mean the measurement is not accurate. For pregnant women, this helps avoid the fingers were swollen, which would mean that the ring was too big after the pregnancy. Take this into account when measuring. If the ring you have chosen is a wide model, this comes up smaller than a narrower model. Rings wider than 6mm are considered wide models. It is not possible to return rings as they are specially ordered for you. As soon as we receive the rings we look to see whether the requested engraving is in fact possible. If this is not the case, we will contact you to suggest a suitable alternative.

Is the price on the website always correct?

The prices given are conditional on price changes. Unfortunately, we cannot ensure that there is no difference between the given and the actual price, especially given the fluctuations in the gold and silver market."

Are all the prices in the webshop for consumers including VAT?

Yes, all prices given on the Sanjoya website are inclusive of VAT. In the shopping bag, the VAT at 21% is itemized.

What should I do if I have a complaint?

We do everything we can to deal with your order to perfection. If in spite of this you have a complaint about our service, a product or our website, please fill in our contact form or send an email to info@sanjoya.eu. We will look into your complaint and get back to you with a substantive response within 14 days. If a complaint can not be solved by us, you can contact the arbitration board of Thuiswinkel.org.
For Belgian customers, we refer to info@safeshops.be. For having a dispute within the European Union can also contact a new online platform for dispute resolution in Europe, called the 'Online Dispute Resolution' platform. Complaints both consumers and entrepreneurs will be submitted to the appropriate Arbitration Board.

I can’t find a Jewel in the right size. Can I order it?

If the size of the Jewelry you selected isn't listed please contact us. In most cases we do have a solution to help you out.

How do I sign up/ off for the Sanjoya newsletter?

You can sign up for the Sanjoya newsletter by clicking the 'newsletter tab'.

What is the difference between sterling silver, silver, and silver plated?

Sanjoya uses only Sterling Silver for the production of silver jewelry. Sterling Silver is the name for silver with the first grade of silver. First grade (925/1000) is an alloy of 92.50% silver and 7.5% copper or any other metal. Please take this in consideration when purchasing your jewelry. Where Sanjoya speaks of 'Gilded', the basis and substrate for the gilded layer is always Sterling Silver, unless it concerns jewelry made of gold or other (precious) metals. Under 'Material' you will find in the search filter which material is used for the production of your jewelry.