Customer Service

For enquiries regarding special designs and remodels, queries about sizes, further product information or change requests, orders, shipping, returns or similar, please contact us at info@lilianvontrapp.com or by phone and WhatsApp on +49 (0) 171 584 7776.

We are happy to help and look forward to hearing from you!

Quality

Lilian von Trapp’s jewellery is handcrafted by our goldsmiths in Berlin and Pforzheim and is of the highest quality. Our materials – the recycled gold and platinum, the vintage diamonds, coloured vintage gemstones and diamonds from the Diamond Foundry – are carefully selected and tested by us. Both the handwork and the properties of the materials ensure that each piece is unique, one of a kind. As in nature, each piece of jewellery and each vintage diamond differs minimally in shape and colour due to its uniqueness.

Consultation

We take exclusive time for our customers and make an appointment for consultations. Are you able to come to our studio? Contact us at info@lilianvontrapp.com or on +49.(0)30.269 34 519 and +49.(0)171.584 7776 and we will be happy to reserve an appointment for you. If a personal visit is not possible, we can also advise you by phone, via WhatsApp or online, via video (Zoom). Talk to us, we will find the right solution for you.

Services

We want you to be completely satisfied. Should you require an adjustment of the size or if you would like a refurbishment or refreshment of the finish – we offer this to our customers as an exclusive service, please feel free to contact us. We can also repair our jewellery or test your jewellery for you after consultation. Contact us for a quote at info@lilianvontrapp.com or on +49.(0)30.269 34 519 and +49.(0)171.584 7776.

Shipping

Within Germany we ship our jewellery insured and free of charge for our customers. Within the EU the shipping fee is 10 € per tour, for UK, USA and Canada 40 €. We are also happy to deliver to other destinations after consultation. Please contact us for an individual solution.

Care instructions

Jewellery by Lilian von Trapp is timeless and made of solid recycled gold or platinum as well as vintage diamonds or coloured vintage gemstones or with diamonds from the Diamond Foundry. To enjoy these precious pieces for a long time, it is important to treat and care for them properly.

Gold is a comparatively soft precious metal that changes its properties through alloying. In our alloys, the gold is harder and more resistant. Nevertheless, when a piece is worn, scratches may appear or other signs of wear may become visible. If possible, jewellery should not be placed on hard surfaces to avoid scratches. We recommend taking rings or necklaces off before exercising. Rings should not be worn when swimming, as the coolness of the water makes the fingers narrower, so it is easy to lose a ring. Chlorinated water, on the other hand, can cause a surface to lose its shine.

Jewellery should also be taken off when using rich creams. To refresh the shine, jewellery can be gently cleaned with a little lukewarm water and soap. A soft polishing cloth, especially for jewellery, is also recommended.

Modifications | Exchange | Return

If a piece of jewellery does not fit or if, contrary to expectations, you do not like it, please let us know as soon as possible. We will adjust the size for you. Pieces from our permanent collection can be exchanged or returned within 14 days. Please note that items for return must have been worn for fitting only and must not be damaged. Contact us at returns@lilianvontrapp.com if you would like to make a return or modification.