Frequently asked questions

1. This page

What should I do if my question is not answered here?

This page is grouped by topics. If you cannot find the answer to a question, please contact our customer service team by phone on +41 41 369 79 79 or by email at onlineservice@bucherer.com.

2. Search

How can I find an item in the Bucherer online shop?

If you are looking for a specific item and know its name or item number, try using the search box. If you are not looking for anything in particular yet, you might want to use the menu navigation. Once you are on a product listing, you can refine your results by using the different filters.

3. Account

Do I need a user account to place an order?

No. You can place an order without a user account and order as a guest.

4. Forgotten password

I have forgotten the password for my user account, what should I do?

If you have forgotten your password, please click on “Forgotten password” under “My account”.

5. Sign-in not possible

I can’t sign into my account, what should I do?

If you are unable to sign into your account, first check that you have entered the correct email address and password. If you need help with signing in, please contact our customer service team by phone on +41 41 369 79 79 or by email at onlineservice@bucherer.com.

6. Availability in general

I saw an item which no longer seems to be available. What can I do?

Please contact our customer service team by phone on +41 41 369 79 79 or by email at onlineservice@bucherer.com and provide more details, such as a picture or reference number. 

 

7. Availability of certain jewellery

Why can certain jewellery not be bought online?

For security reasons, we do not ship especially valuable unique pieces to your home but, instead, to one of our shops near you. If you are interested in such jewellery, please contact our customer service team by phone on +41 41 369 79 79 or by email at onlineservice@bucherer.com to discuss the next steps.

8. Rings only one size available online

Why is only one ring size available in the online shop?

The ring size offered is the most commonly used and also the initial size for adjustments. On request, we can make any size. We customize each ring individually so that it fits perfectly.

 

9. The ring does not fit

What should I do if the ring I ordered does not fit?

We would be pleased to assist you in determining your ring size and adjust the ring individually to your size. Preferably on-site in one of our Bucherer stores. Please contact our customer service team by phone on +41 41 369 79 79 or by email at onlineservice@bucherer.com to arrange an appointment.

10. Order confirmation

How do I know that you have received my order?

As soon as we have received your order, you will receive an email with the order confirmation and payment confirmation. Please add our contact details to your list of secure senders so that our emails can arrive safely in your inbox. If you do not receive an email from us, please check your spam folder. Once we have shipped your order, you will receive another email from us.

11. Order cancellation

If you would like to cancel an order, please phone us on +41 41 369 79 79. If your order has already been dispatched, please follow the steps for returns.

12. How can I exchange an item?

Unfortunately, we are unable to exchange items. If the item does not meet your expectations, please return it within the 14-day return period. For a consultation, please contact our customer service experts by phone on +41 41 369 79 79 or by email at onlineservice@bucherer.com.

13. Locations

Do you have any retail stores?

An overview of Bucherer retail stores is available under Locations.