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Frequently Asked Questions

Trollbeads.com

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You can unsubscribe by logging into My Trollbeads and go to Edit Profile. Click here to see how.

Do I have to create a profile to make a purchase?

No but it will be easier for you to make your purchase the next time, and you will be able to see your previous orders.

How do I fill out my US address in the address form?

When you fill out the address form, type your zip code in the field 'Postal code', and your City and State in the field 'City'. For example:

Full name: Anne Troll
Addr. Line 1: 111 Avenue of the Americas
Postal code: 10020
City: New York, NY
Country: United States

Making a purchase

Can I exchange or have an item repaired with you, if purchased from a retailer

Unfortunately not. Due to different laws and regulations throughout the world, you will need to contact the retailer where the purchase was made or alternatively the distributor in your country.

How do I exchange an item with you, if purchased from this website?

All purchases made on this website can be returned for an exchange provided the return slip corresponds to the registered purchaser within 30 days of delivery. (Christmas gifts can be exchanged or refunded until January 10th). Please assist us by indicating the reason for the return or exchange on the returns form found at the bottom of your packing slip.

We will refund or credit the value of the item and any taxes charged within 6 days of us receiving it. Shipping charges are non-refundable, however, if the return is a result of our error, we will of course refund the shipping as well.

Items purchased through www.trollbeads.com are subject to a 2-year warrantee (due to Danish retailer laws) against defect and will be exchanged within this period of time. This means that you can return products which have faults or imperfections within two years from the date of purchase, given that these are not caused by improper use of the product.

Please pack your order, enclose the returns form and place it in a protective envelope/package. We do recommend insurance for safe arrival.

Mail it to:

Lise Aagaard Copenhagen A/S
Toldbodgade 13
DK-1253 Copenhagen K
Denmark

If you have any questions, please feel free to call us at +45 33 93 60 93 or mail to info@trollbeads.com

Can I exchange a bead with a retailer, if I purchased it from this website

We encourage retailers to exchange products purchased on our website but they are under no obligation to do so. Your closest Trollbead retailer can be located at Trollbeads Universe.

Is there a security risk when I pay over the internet?

We do our best to make shopping online as secure as possible for you, Please read our security policy if you have any questions.

Does Trollbeads offer a gift certificate?

No, unfortunately we don't offer gift certificates but you can create a wish list online and email it to friends and family when they need a little help picking out a gift.

When will my order be processed?

As soon as orders are in our system, they will be printed out and handled in the order received.

All orders are shipped by airmail at no additional cost to you. Estimated delivery time in Scandinavia is 5-7 weekdays. For delivery to the rest of the world please allow up to 7-12 weekdays.

All products are shipped in a protected package at no extra charge to you.

Orders over 75 USD or 65 Euro will be sent to you by UPS Express shipment. Time of delivery is 1 – 3 business days from shipment date. Shipping notification will be sent to you by e-mail. Please note that a signature will be required at delivery.

Can I change my delivery address after the order has been placed?

The address can be changed with us, as long as the order has not been processed. Please send an email to info@trollbeads.com

Is the order shipped by airmail, unfortunately the address can no longer be changed.

Is the order shipped by UPS an address change can be made directly with UPS after the first delivery attempt.

How much does shipping cost?

We give our customers the extra service of paying for the shipment, no matter what the value is, so you don't have to worry about that.

Can you ship around the world or only within Europe?

We will ship to anywhere in the world. We do not charge for shipping and handling.

Due to problems with a large amount of packages not reaching customers in Russia, we no longer offer shipping of orders to Russia. We are sorry for the inconvenience.

How do I buy the World Tour collection?

These collections are exclusive and can only be found in their home land so unfortunately we cannot sell them to you over the internet. This is literally a worldwide treasure hunt!

What are Uniques/OOAK (One of a Kind) and where can I buy them?

Uniques or as many call them OOAK's are, as the name suggests, unique beads. Our glass artists are given the freedom to play with colors and patterns and experiment with the many possibilities of glass and quite often they stumble upon something completely new and unique. These designs are not reproduced in large quantities like those found in the standard collection and Uniques are only available through retailers. Here is your nearest retailer.

Why can't I find Limited Edition beads?

Limited Edition Beads are only available from retailers. We do not sell them on our website. Visit www.trollbeadsuniverse.com to find your nearest retailer.

Why is my bracelet only 16 cm when I ordered 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.

Why doesn't my glass bead look like it does on the website?

All of our glass beads are handmade and can therefore vary. If you don't like the bead you receive, you have 30 days from the day you receive the item to return it.

What do I do if I don't receive my package?

How can I find my nearest retailer?

You can find all of our retailers at www.trollbeadsuniverse.com

The jewelry

Is there nickel in the jewelry?

No, there is no nickel in any Trollbeads product.

Why do my silver beads become black?

Any piece of jewelry will 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 carats of gold are there in the gold beads and gold chains?

All of our gold beads are made from 18ct gold while all of the gold chains are made from 14ct gold as this is stronger and can hold more.

How are glass Trollbeads made?

How are Amber Trollbeads made?

Are Trollbeads made of Murano glass?

Yes, most of the glass used by Trollbeads comes from the tiny island Murano close to Venice in Nothern Italy. For centuries high quality glass has been produced here, and the Murano glass blowers are some of the world's most accomplished glass artists.

Will Trollbeads fit on a Pandora chain?

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.

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 jewelry 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 jewelry glue so jewelry 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

- 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.

- 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.

Leather bracelets

- Unfortunately it is not possible to use a stopper on a leather bracelet

- 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 however 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 you can, like all Trollbeads jewelry, 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.

Trollbeads

How do I know Trollbeads are created in an ethical way?

Trollbeads is a member of the Responsible Jewellery Council. RJC Members are committed to promoting responsible ethical, human rights, social and environmental practices in a transparent and accountable manner throughout the industry from mine to retail. You can read more about the Responsible Jewellery Council here

Can you custom make beads?

Unfortunately we do not take special requests like this, however we can engrave a special message for you on the Scroll beads or Love Within

Where are Trollbeads produced?

Trollbeads are produced in different places around the world, depending on the product type or material being used. We try to find a country that has a tradition and understanding for each product's particular needs.

Where can I read more about the Trollbeads story?

Trollbeads began in 1976 in a small jewelry shop in Denmark with a collection of five silver beads with Troll faces, since then the collection has grown to include glass, gold, precious stones, and gems and is found all around the world.

You can read more about the jewelry, the family behind the Trollbeads brand and the artists that create each exquisite bead in the coffee table book An Icon in Jewellery Design - Trollbeads available from www.amazon.com or your nearest retailer.

Where are you located?

Our head office, including our main warehouse, is located in Copenhagen, Denmark.

You have not answered my email, why?

We do our best to answer all questions we receive. If you send us a question by email and do not receive an answer from us within a few days, please check your spam filter on your email to make sure the email did not end up here.