FAQ


FREQUENTLY ASKED QUESTIONS

IS THE ENTIRE GULDVIVA COLLECTION REPRESENTED IN YOUR WEBSHOP?

No. But if you know which piece you want you can still order through our webshop. Just send us a mail to [email protected] or call us on +358 18 22130 and tell us which piece you are interested in and we will make it available in the webshop under the heading “Custom order”. We continually work on adding existing and new pieces to our webshop!

WHEN WILL MY ORDER BE SHIPPED?

Normally we ship orders once a week, on Thursdays. We must receive your order on the same day by 12 pm latest, Finnish time, in order for it to be included in this shipment.

The arrival date of your order depends to a large extent on the distance and on the postal-services of the recipient countries. You can see an indication of delivery times under the question regarding shipping alternatives.

IS IT POSSIBLE TO SHIP MY ORDER IN ADVANCE OF THE NORMAL SHIPPING DAY, IF I AM IN A HURRY?

Yes. When you get to the page where you are asked to confirm your order and proceed to payment there is a space where you can enter any special requests. We will do our best to dispatch your order as quickly as possible.

WHAT ARE THE SHIPPING METHOD ALTERNATIVES AND WHAT ARE THE COSTS?

- for orders from Finland and Åland, and any non-EU country;

The standard shipping method is called “Priority letter”. This is the Åland Postal Service’s name for first class mail and we have been told by our Finnish customers that orders are usually received 1-2 days after they have been taken to the post office for shipment.

An American customer has told us that delivery of the order took eight days.

Orders shipped by Priority letter are not insured and can not be tracked.

This is what the Åland Postal Service say about Priority letter: “Within the Nordic countries the delivery time is approximately 2-4 days, Europe 3-10 and all others 5-10 days.

These delivery times are approximate. Delivery times refer to weekdays and do not include weekends or public holidays. Up to date information for all types of delivery can be found on the website of the Finnish Postal Services at: Delivery times

(Posti (Finnish Postal Services) is not liable for any delay which may be caused by the Customs procedures of the country of destination)”

Priority letter shipment within Finland is charged at €4. For all other countries the Priority shipment charge is €6.

You can also choose to ship your order by Recorded Delivery.

If you choose Recorded Delivery you will receive a Recorded Delivery notice to your home that your order is available for collection at your post office. Recorded Delivery is safer and you can also track your order. The delivery time is the same as for Priority letter.

The charge for Recorded Delivery is €10 to all countries.

If you choose Priority letter as the shipment method and then Cash on Delivery as payment method the shipping charge is €4 and the fee for Cash on Delivery payment is €4, making a total of €8. You will then also receive a notice to your home address when your order is available for collection at your post office. The shipment is safer and you have the possibility to track your order, in the same way as with a Recorded Delivery shipment.

(If you order something that is larger than a standard letter box opening, ie. the width of the letter is more than 3cm (for example a bangle) the postal services will make an extra charge for “bulky shipment”, which is €3 to all countries. GULDVIVA will pay this charge for you!)

- for orders from Sweden and any other EU country;

The standard shippingmethod if you are shopping from Sweden or any other EU country is called 1st class letter. The Swedish Post offer delivery of 1st class letters on the weekday following posting (within Sweden). 1st class letter is not insured and can not be traced. The fee for 1st class letter shipment is €4 within Sweden or €6 for any other country , or an amount equal to this in Swedish kronor, according to our specified exchange rate.

You can also choose to ship your order by Recorded Delivery.

If you choose Recorded Delivery you will receive a Recorded Delivery notice to your home when your order is available for collection at your post office. Recorded Delivery is safer and you can also track your order. The delivery time is the same as for Priority letter.

The charge for Recorded Delivery is €10 for all countries, or an amount equal to this in Swedish kronor, according to our specified exchange rate.

If you choose 1st class letter as the shipment method and then Cash on Delivery as payment method the shipping charge is €4 and the fee for Cash on Delivery payment is €6, making a total of €10 (or an amount equal to this in Swedish kronor, according to our specified exchange rate) You will then also receive a notice to your home address when your order is available for collection at your post office. The shipment is safer and you have the possibility to track your order, in the same way as with a Recorded Delivery shipment. NB! Cash on Delivery is only available within Sweden and Finland.

(If you order something that is larger than a standard letter box opening, ie. the width of the letter is more than 3cm (for example a bangle) the postal services will make an extra charge for “bulky shipment”, which is €3 to all countries. GULDVIVA will pay this charge for you!)

 

WHAT ARE THE METHODS OF PAYMENT?

You can pay with any VISA card, VISA Electron (Finland only) or MasterCard.

If you hold a Finnish bank account with one of the following banks you can also pay by e-payment;

Nordea Andelsbanken Tapiola
Danske Bank Handelsbanken Ålandsbanken
Aktia Nooa S-banken

If the delivery address of your order is within Finland or Sweden you can pay Cash on Delivery, which is charged at €4 for Finland and €6 for Sweden, or an amount equal to this in Swedish kronor, according to our specified exchange rate.

WHY ARE CERTAIN PRICES STATED AS “€X OR AN AMOUNT EQUAL TO THIS IN SWEDISH KRONOR, ACCORDING TO OUR SPECIFIED EXCHANGE RATE ” EVEN FOR AN ORDER FROM SWEDEN WHICH IS PAID IN KRONOR?

We live and work on Åland and all our production costs are in Euro, therefore all prices are set in Euro and then converted to Swedish kronor when necessary. With this setup we can adjust the prices easily following changes in the exchange rate and therefore we are able to offer you a better price.

IS IT SAFE TO PAY BY CREDITCARD?

When you choose to pay by credit card you will be transferred onto the site of Paytrail Ab or DIBS Payment Solutions. They have a well developed and very safe system for payments over the internet. At GULDVIVA we do not store any information whatsoever with regards to the payments.

HOW CAN I CONTACT YOU IF I AM DISSATISFIED, OR IF I WOULD LIKE TO CHANGE MY PURCHASE TO SOME OTHER PIECE OF JEWELLERY?

You can always reach us on telephone number +358 18 22130, during opening hours. You can also e-mail us on [email protected] or send a letter to GULDVIVA, Maxinge, AX-22150 JOMALA, Åland, Finland. It is important to us that you feel safe when you buy or products and we will always do our utmost to make you happy.

RETURNS AND REFUNDS

Jewellery may be returned within 14 days from delivery providing that it has not been used and is returned in its original packing.

CAN I BUY GULDVIVA JEWELLERY ANYWHERE ELSE?

Yes. A selected part of our collection is available at several retailers. They are all listed under the heading “Stores”.

WHY ARE PRICES LOWER ONBOARD THE VIKING LINE CRUISESHIPS THAN IN THE STORE?

If you buy GULDVIVA jewellery onboard the ships, or at FINAVIA’s taxfree shop at the airport in Mariehamn, all prices are tax-free! Ie, they have the right to sell goods without the VAT that other merchants must charge. This means a decrease in price by approximately 24-25% from store-prices.

I AM ALLERGIC TO NICKEL, CAN I STILL WEAR GULDVIVA JEWELLERY?

Yes. The goldsmiths at GULDVIVA work exclusively with precious metals, ie. nickel-free 925 sterling silver and 18 carat gold.

DO YOU ACCEPT CUSTOM ORDERS, IE. CRAFTING CUSTOMER DESIGNED PIECES?

No. The GULDVIVA collection has become so popular that, unfortunately, time does not allow for custom orders.

DO YOU CARRY OUT REPAIRS?

The goldsmiths at GULDVIVA will repair all GULDVIVA jewellery.  Repairs on other jewellery is carried out if time permits and by arrangement.

WHAT IS THE CHARGE FOR REPAIRS TO A GULDVIVA piece?

At GULDVIVA we take pride in our jewellery. Design and production are carried out with the utmost of care. A GULDVIVA piece is made to last for a long time and you should be able to pass it on to coming generations. It is important to us that you feel safe when shopping with us. This is why you have a lifetime guarantee on your GULDVIVA piece.

We carry out repairs FREE OF CHARGE on all damages which arise due to any fault in the production. Simply put; you only pay for repairs that are necessary due to wear and tear or which are self-caused, or which are caused by accident.

THE SURFACE OF MY JEWELLERY HAS BECOME DULL, HOW CAN I MAKE IT SHINE AGAIN?

You can buy so called Silver Dip or polishing clothes in most jeweller’s shops. These are specially intended to be used in the removal of tarnishing from jewellery and other silver objects.

If you want to be more environmentally friendly you can try this old trick: line a container with aluminium foil, add some rough salt or some bicarbonate of soda, put your jewellery in the container and pour over boiling water. The trick to brush with toothpaste also works, but should be used only as a last resort as the grinding agents in the paste may leave tiny scratches on your jewellery.

It is better to avoid chemical cleansing of pearls, if possible, as the strong solution may damage the surface of the pearl. If you must dip the pearl into the solution in order to clean the piece, avoid leaving it in the solution for more than a few seconds.

Keep in mind that a chemical solution will remove all tarnishing, also oxidization which is an intentional part of the design.

If your GULDVIVA jewellery needs cleaning we would be happy to do it for you. (Please remove hair and any residue on earrings etc. Brush in tepid water with soap to remove residue.) We can clean your jewellery with Silver Dip or, if a more thorough cleaning is needed, you can leave your jewellery with us for mechanical cleaning. We will place your jewellery in a revolving drum with polishing shot. This can take up to 3 hours.

Cleaning and polishing is FREE OF CHARGE! We take pride in our jewellery and want it to look its best, always – even though it no longer “lives” with us.

HOW SHOULD I STORE MY JEWELLERY?

To minimize tarnishing, silver is best kept in a plastic bag (for example a zip-lock bag). Silver is tarnished (or oxidized) when it comes into contact with sulphur. Sulphur is present in the air, on your skin, in cigarette smoke, in perfumes etc. In other words, it is impossible to avoid. Oxidization accelerates if the air is humid. Always remove your jewellery when taking a shower or bathing. It is also a good idea to remove your jewellery when you are exercising.

WHAT ARE THE OPENING HOURS AT THE GULDVIVA STORE IN MAXINGE?

You will find the current opening hours under “Contact us“.