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Frequently Asked Questions
Products & Artworks
What can I find in the Sarah Illenberger Shop?
The shop features a curated selection of Sarah Illenberger’s work, including art prints, objects, jewellery, calendars, books, cards, stickers, workshops and vouchers.
Where are the products made?
Our products are handcrafted in Germany and Italy. Further information about materials and production can be found on the individual product page.
Are the artworks limited editions?
Some works are available as limited editions, while others are unique pieces or open editions. Please refer to the individual product description for information about the edition and availability.
Are the artworks signed?
Selected artworks and editions are signed and/or accompanied by a certificate. Please check the individual product description for details.
Orders & Delivery
What does the lead time mean?
The lead time shown on each product page indicates the time required to prepare or produce your order until it is ready for dispatch.
Please note that the lead time does not include the shipping and delivery time.
For made-to-order and handcrafted pieces, the lead time may be several weeks. The applicable lead time is always stated on the individual product page.
When will my order be shipped?
Your order will be dispatched once the stated lead time has passed and the item is ready to ship.
If your order contains several products with different lead times, it will generally be shipped once all items are ready.
How do you ship?
We usually ship with DHL.
For eligible ready-to-ship orders, we also offer DHL overnight shipping. To have your order dispatched the same business day, it must be placed by 12:00 noon (CET). Orders placed after 12:00 noon will generally be processed on the following business day.
How long does delivery take?
Delivery times depend on the destination and shipping method.
Typical DHL delivery times after dispatch are:
- Germany: 1–3 business days
- European Union: 2–5 business days
- United Kingdom: 3–7 business days
- United States: 3–7 business days
- Rest of the world: 5–10 business days
For overnight shipments, eligible orders placed by 12:00 noon (CET) are generally delivered on the next business day.
All delivery times are estimates and may be affected by customs clearance or circumstances outside our control.
Do you ship internationally?
Yes, we ship worldwide.
Shipping costs are calculated at checkout based on the destination and the size and weight of your order.
Can I track my order?
Where tracking is available, you will receive a tracking number with your shipping confirmation once your order has been dispatched.
Customs & Import Fees
Are customs duties and import taxes included?
For international orders, customs duties, import taxes, brokerage fees or other import-related charges may apply.
These costs are not included in the purchase price or shipping costs, unless explicitly stated otherwise.
What about orders to the United Kingdom and the United States?
For orders shipped to the United Kingdom and the United States, the buyer is responsible for all applicable customs duties, import taxes, brokerage fees and other charges imposed by the destination country.
These charges may be collected by the shipping carrier or local customs authorities before or upon delivery.
As these costs depend on the destination country's regulations and the nature and value of the goods, we cannot predict the exact amount.
Can customs delay my delivery?
Yes. International shipments may be delayed due to customs inspections or clearance. Such delays are outside our control and are not included in the estimated delivery time.
We recommend checking with your local customs authority before ordering if you would like to know more about potential import costs.
Jewellery & Made-to-Order Pieces
Are jewellery pieces made to order?
Some jewellery pieces are made to order or produced specifically for you. The applicable lead time is stated on the individual product page.
How do I choose my ring size?
Ring sizes are indicated on the individual jewellery product page. If you are unsure about your size, please contact us before placing your order.
Can I order a customised piece?
Selected pieces may be available in different sizes or made to measure. Please contact us at shop@sarahillenberger.com if you have a specific request.
Returns & Exchanges
Can I return my order?
Please refer to our Returns Policy for the applicable return period and conditions.
Please note that made-to-order, personalised or customised pieces are excluded from returns.
Can I change or cancel my order?
If you would like to change or cancel an order, please contact us as soon as possible at shop@sarahillenberger.com.
We will do our best to accommodate your request. However, orders that have already entered production or have been dispatched may no longer be changed or cancelled.
What happens if my order arrives damaged?
Please contact us as soon as possible at shop@sarahillenberger.com with your order number and clear photographs of both the packaging and the damaged item.
We will review the case and assist you with the next steps.
Contact
I have a question about a product, artwork or order. Who can I contact?
We are happy to help.
Please contact:
For questions about a specific product, please include the product name or your order number so that we can assist you as quickly as possible.
