FREQUENTLY ASKED QUESTIONS

All 14k , 18k gold and silver INSTINCT Jewelry is made to order and handmade in Brasov, Romania. Your order may take up to 2-3 weeks to be prepared for shipment. We strive to fulfill your order in a timely manner. However, due to the handmade nature of our products we ask that all customers be aware of this production window. In most cases, pieces are shipped within 10-15 business days. Please contact us if you have any urgent shipping requests, and be sure to choose the appropriate delivery option.

After your payment has cleared and your order is completed at checkout you will receive an automated email of your invoice. Please note this email may be located in your SPAM/JUNK folder if you are ordering from us for the first time.

We truly appreciate your support of our products. If any issues arise with your order, we will communicate with you immediately and work to resolve it.

Any items you see on the INSTINCT Instagram and Facebook are available for purchase. If you can’t find something on our website, please contact us.

All INSTINCT pieces are handmade from quality Sterling Silver 925 or 14/18 karat Gold.

Nothing is plated, so you can clean your jewellery without worry of surface wear.

Metals naturally develop a surface patina over time from oxygen, sprays, and skin acidity.

Sterling Silver and Gold will not have any affect on your fingers.

If your jewel loses it's shine, try wiping the surface with a soft cloth and warm water and dish soap. You can also use an old toothbrush and white toothpaste and then rinse everything with warm water.

The best way to keep your jewellery clean is to wear it!

REPAIRS

INSTINCT conducts quality checks on every piece of jewellery at every stage of production.

We are committed to providing reliable, quality and trustworthy expertise with every purchase of jewellery.

We guarantee an absolutely free repair service for six months from the date of your purchase. This applies to normal wear-and-tear and all manufacturing defects.

The warranty does not cover cases in which the jewellery has been broken, torn, or scratched.

For all repair inquiries, please contact us. Please include your name, description, photo of the damage, and proof of purchase.

If we are able to repair your piece, we will issue you shipping instructions. Repairs take 4-6 weeks to complete.

All repairs are subject to shipping charges.

We reserve the right to deny unreasonable repairs, returns, and exchanges.

Repairs without prior authorization may be declined, and we are not responsible for any lost parts.

The warranty is not valid if the jewellery was previously repaired by someone other than INSTINCT.

The warranty does not cover jewellery cleaning.

Where are you based?

We are based in Brasov, Romania. We are a small jewelry and design atelier, making every piece from scratch, with resources that we are always trying to improve in order to give you the best quality pieces with every order.
Can I customise an already made piece from your collection?

Yes! You can leave a comment for every piece you order, telling us how you want to personalise it. We are also excited to create new pieces that are special just for you and your loved ones! Leave us a message here with a few details about your project and we will get back to you with more info.
Can I visit you?

We are not curently inviting any customers to see the making process of their jewelry, but we are working on that, so that you can enjoy it soon! If you have a special project in mind and want to explain it to us in person, leave us a message here and we will get back to you soon.
Can you help me repair my other personal jewelry?

We are enjoying working on jewelry, but we are not specialised in repairing other pieces but our own. Because we are always trying to improve our craft, you can send us a request here and we will get back to you with an aswer. We are not promising we would be able to help you, but we will try.
Does INSTINCT jewelry tarnish or corrode?

Our solid gold and silver jewelry only requires periodic cleaning and will not tarnish or corrode. Avoid exposing all our jewelry to bleach, which will quickly cause pieces to discolor and possibly damage.