Frequently Asked Questions - International Customers


 

Feel free to call us at 1-800-336-6462 or email nina@ninadesigns.com if you still have questions after reading the information below.

All FAQ topics

 


 

I am an International customer and I do not have a resale license. How can I create a wholesale account?

International customers are eligible to open a wholesale account when they conduct business within the jewelry trade. In the field that asks for the State Resale License, please enter your business license number issued by your local government, EU customers can enter their VAT number. Before we can process your first order, we need a hard copy of your business license or other related documentation on file in our office. Please either fax your license to 510-845-8096, scan and email it to nina@ninadesigns.com, or mail a hard copy to Nina Designs, PO Box 8127, Emeryville, CA 94662, USA.


 

Do you ship outside the United States?

We are happy to ship your international order using DHL Express, UPS International Express, U.S. Postal Service International Priority or Express Mail. Due to the complicated nature of international shipping, we are not able to accommodate any shipping methods other that the above outlined options. Please note that the shipping rate does not include any customs, import duties or taxes that could be incurred when the package reaches your destination country. Any additional duties and taxes are the customer’s responsibility. Please note that we do not refund any customs, import duties or taxes on returns or exchanges.


 

Why is it so expensive to ship outside of the US?

We have tried a variety of international shipping methods. After much trial and error, we have found that UPS Express, DHL Express, U.S. Postal Service International Priority and Express Mail are the best methods and the only international shipping we offer. It is costly, but it provides insurance, the ability to track the package, and is the most reliable international delivery we have found. Due to the complicated nature of international shipping, we are not able to accommodate any shipping methods other that the above outlined options. Please note that you are responsible for paying for any taxes and duties once your order reaches its destination.

Please note that both UPS and DHL charges an additional $30 when the delivery destination is remote. We will review your UPS or DHL shipping address and will apply the additional $30 to your order if applicable. Visit UPS or DHL to check an address for a Remote Area Service fee.


 

Why was I charged an additional Remote Area Service Fee? How do I know if my address is considered remote?

Both UPS and DHL charge an additional $30 when the delivery destination is in a remote location. We will review your UPS or DHL shipping address and will contact you before we apply the additional $30 to your order if applicable. To verify whether this fee applies to your delivery location visit UPS or DHL to check whether your postal code requires an address for a Remote Area Service fee.


 

How long does it take for my package to arrive?

Estimated shipping time does not include potential time spent in customs. Keep in mind the farther you are from California, the longer the shipment will take. If you have not received your order within 7 business days from when we shipped it out, please call or email the office to start the tracking process.

UPS International Express packages take between 2-4 days to arrive after it has left our office.
DHL Express packages take between 2-4 days to arrive after it has left our office.
International Express Mail packages take about 3-5 days (excluding Sunday) to arrive. 
International Priority Mail packages take about 6-10 days (excluding Sunday).


 

Are you able to declare my International customs form as a gift and include a lower value so that I pay lower duties and taxes?

On all international orders, we declare the true value of the merchandise. That is the only legal way to ship internationally. In addition, it is necessary for insurance purposes, and we provide a copy of the invoice to the receiving country’s customs agents. The declared value must match the actual merchandise total.

We mark package contents as “Merchandise- craft supplies” and cannot mark them as a “gift”. When additional details are requested by a Customs agent, we declare the items as sterling silver or gold plate vermeil. Please note that any additional duties and taxes are the customer’s responsibility.

European customers: please note that our Gold Plate Vermeil Style items do contain a fine layer of nickel in between the silver and the gold to increase the longevity and durability of the gold plate. This has caused problems for some European customers in the past. For more information on our Gold Plate specifications please visit our Gold Plate FAQ.


 

I am an International customer, but I want to ship an order to a friend in the United States. Is that possible?

We can ship your package to any address you’d like. If your order is shipping to someone other than you, please be sure to include their full name and address in the shipping fields when completing your order. 

Please Note: Many states in the US require the collection of sales tax. If the recipient of the package does not hold a valid reseller permit in that state, we may be required to collect sales tax.


 

 

I am an International customer. Do your gold vermeil style pieces contain nickel?

Our gold plate vermeil contains a fine layer of Nickel between the sterling silver and the 14K, 18K or 24K gold to prevent the silver from migrating through the gold to the surface. The nickel layer greatly increases the longevity and durability of the gold plate. If you are an international customer ordering our gold plate vermeil styles, it is your responsibility to know the customs regulations specific to your country.

Customers within the European Union: Please be aware that any of our plated items (gold plated silver, gold plated bronze and silver plated bronze) contain a thin nickel layer that increases the longevity of the plate and may not be in compliance with EU regulation EN1811-2011.


 

How do I process returns and exchanges from outside the US?

We take extra care in pulling and packing International orders to try and avoid errors. If you have items you’d like to exchange, you can send them back to us. Please understand that the customer pays for shipping charges on exchanges. For more information on our exchange policy and process, visit our Returns & Exchanges FAQ.


 

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