Questions & Answers

The Wagner team is available to answer any queries during office hours (Mon. to Fri. 9:00 am to 6:00 pm), by email at webshop@juwelier-wagner.at or by telephone at +43 1 512 0 512.

The jewellery, watches and accessories that are available via the Webshop have an “Add to basket” button in the detail view. For all detailed information on other products and a personal consultation, please contact the Wagner sales team during our opening hours (Mon. to Fri. 10:00 am to 6:30 pm, Sat. 10:00 am to 6:00 pm).

Inquiries about international brand watches and items of jewellery that are available in the Wagner shops can be sent by email to webshop@juwelier-wagner.at. We will always answer your inquiry within one working day during office hours (Mon. to Fri. 9:00 am to 6:00 pm).

The security strip is attached to all Wagner jewellery products which have been ordered online. The security strip is soft and flexible, so that you can easily try the jewellery on with the strip attached. If you decide to keep the product, simply remove the strip. If you return the product, the security strip must remain on the product undamaged and with no trace of manipulation.

The blue Wagner sapphire with the engraved Wagner “W” is the signature for the original jewel from the house of Wagner. The blue gem is known among jewel connoisseurs as a synonym for stylish and timeless jewellery design, the finest materials, and production quality at the highest level.

We advise you to choose one of the following options:
– Select your personal ring size at a jeweller’s shop.
– Order a ring measuring set and measure your ring size yourself at home.

Order a ring measurer here for € 5.00

Download our ring size measurer as a PDF for free *

* As jewellery experts, we advise you not to determine your ring size using paper strips or cut-outs that are available online. The risk of an imprecise or incorrect measurement is too high for orders relating to rings made of gold or platinum.

Currently, our products can be shipped within Austria, Belgium, Czech Republic Croatia, Denmark, France, Germany, Great Britain, Hungary, Italy, Liechtenstein, Luxembourg, Netherlands, Slovakia, Spain and Switzerland at any time. Deliveries to other countries can only be made if we receive a specific inquiry at webshop@juwelier-wagner.at. Your inquiry will always be answered within one working day during office hours (Mon. to Fri. 9:00 am to 6:00 pm).

If you wish, you are welcome to collect your Webshop order at one of our shops, at Kärntner Straße 32 or Graben 21/Tuchlauben 2, during business hours. Please state your preferred collection shop when you place your order. The jewellery will be ready for collection during business hours within two working days following receipt of payment. If there are any unexpected delays, you will be informed immediately.

Yes. Each product you order will be individually gift-wrapped as a Wagner gift package. Any certificates or descriptions will be enclosed. The gift package is shipped in neutral packaging. If several products have been ordered, they will be combined in one shipping package.

If you decide to keep your order, Wagner will pay the shipping and transport insurance costs. If you decide to return your order, the costs that have arisen for shipping and transport insurance will be deducted from the refund amount.

Wagner insures your order against risks during transport from Wagner to the stated delivery address. This insurance cover ends as soon as you have confirmed receipt of the package by your signature.

Delivery is made to the invoice address. A different delivery address is currently possible in Austria and Germany. Inquiries concerning other countries for delivery can be sent to webshop@juwelier-wagner.at. Your inquiry will always be answered within one working day during office hours (Mon. to Fri. 9:00 am to 6:00 pm).

The sender address is Wagner, 1010 Vienna, Austria.

Online payment can be made by credit card (Visa or Master Card) Maestro or “Sofort” bank transfer.

Would you like to return any of the articles you have ordered?

Option 1: Returning the item in person at a Juwelier Wagner shop

1. Complete the return form

Complete the return form which is enclosed with your order and state the reason why you are returning the item. If the item is damaged, if there are any traces of wear, or if the security strip has been removed, the product cannot be returned.

2. Return the item in person to one of our shops

Bring the unworn product with the undamaged security strip, the return form, the original packaging and all documents enclosed with the product (e.g. gem certificate) in the original condition to one of our shops no later than 14 days after your order has been delivered:
– Kärntner Straße 32, 1010 Vienna, phone: +43 1 512 0 512
– Graben 21/Tuchlauben 2, 1010 Vienna, phone: +43 1 512 3 512
– Opening hours: Mon. to Fri. 10:00 am to 6:30 pm, Sat. 10:00 am to 6:00 pm

3. Reimbursement

After you have returned the product, you will receive written notification concerning the ongoing return process. Please understand that we cannot provide a direct refund in our shops, and some days may elapse between the return of the product and the refund of the purchase price.

The following items cannot be returned:
– Products that have been altered (such as a ring which has been engraved at your request)
– Jewellery showing traces of wear or accessories showing traces of use
– Products with a damaged security strip
– Custom-made products

Deductions will be made if the return is incomplete:
– Missing certificates
– Missing or damaged packaging

All further details can be found in our General Terms and Conditions at: https://www.juwelier-wagner.at/shop/agb/

If you have any queries please email us at webshop@juwelier-wagner.at or telephone us at +43 1 512 0 512.

Option 2: Sending the item back

1. Notification

Please notify us that you are returning an item by emailing webshop@juwelier-wagner.at in order to guarantee that the return is processed in the best possible way. Please state which product you are returning.

2. Complete the return form

Complete the return form which is enclosed with your order and state the reason why you are returning the item. If the item is damaged, if there are any traces of wear, or if the security strip has been removed, the product cannot be returned.

3. Pack the product and enclosures

Place the unworn product with the undamaged security strip and the return form in the shipping box. The original packaging and all documents enclosed with the product (e.g. gem certificate) must also be included in original condition.

4. Shipping

Remove the return label enclosed with your order and attach it to the properly sealed shipping box. Contact the transport company Termin Logistik Saxinger GmbH by telephone at +43 7229 78369-0 or +43 664 29 14 614, or by email at office@tls.at or www.tls.at and arrange a date for the collection of your package no later than 14 days following delivery of your order.

5. Reimbursement

After we have received the return, you will be notified in writing concerning the ongoing return process. Please understand that some days may elapse between the return of the product and the refund of the purchase price.

If you withdraw from the purchase by sending the item back, the costs that have arisen in connection with returning the item and transport insurance will be deducted from the purchase amount:

Value of goods up to € 5,000.00
Within Austria € 38.00
Within Germany € 42.00

Value of goods between € 5,000 and € 10,000
Within Austria € 58.00
Within Germany € 62.00

Value of goods over € 10,000.00
Within Austria € 75.00
Within Germany € 79.00

The following items cannot be returned:
– Products that have been altered (such as a ring which has been engraved at your request)
– Jewellery showing traces of wear or accessories showing traces of use
– Products with a damaged security strip
– Custom-made products

Deductions will be made if the return is incomplete:
– Missing certificates
– Missing or damaged packaging

All further details can be found in our General Terms and Conditions at: https://www.juwelier-wagner.at/shop/agb/

If you have any queries please email us at webshop@juwelier-wagner.at or telephone us at +43 1 512 0 512.