Customer Care

We are always here to help. Before contacting us, please check out the FAQs below to see if your questions can be answered. If not, feel free to contact us using the online form below.

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Frequently Asked Questions:

What do I do if I receive a faulty item in my order?
We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact us via the form below. We will need:
• The order number
• The faulty item's name and number
• A description of the fault
We'll get back to you as soon as possible and arrange a replacement item as quickly as we can

Can I amend/cancel my order after I have placed it?
We are really quick at packing your order which makes it hard to make any changes once you have placed it. This includes changing the delivery option, delivery address or payment method and cancelling the order. Please contact the Customer Service team using the form below, and we will do our best to accommodate any changes/cancellation requests.

I have not received my refund.
During busy times, please allow 10 working days from the date you returned your items before contacting us about your refund. We expect most parcels to be refunded within 7 days of reaching us. Please note this does not include your bank's processing time. We will email you to let you know once your refund has been processed.

Can I exchange a purchase I have made with a retailer?
All Trollbeads products that have been purchased at local retailers must be returned to the original store where the item was purchased. The only exception is Trollbeads London. Items purchased from the official Trollbeads website & store can be returned to either.

Why is my bracelet only 16cm when I purchased an 18cm bracelet?
he length stated on the website is the total length of the bracelet once you have attached your lock. However, locks are sold separately. If your bracelet is 18cm it means it consists of a lock (2cm) and a chain (16cm).

Why doesn't my glass bead look like it does on the website?
We pride ourselves on our craftsmanship and the exquisite materials we use. Glass is a fantastic material. Each glass bead is handmade from red-hot glass in the open flame and no two glass beads are ever completely alike. This goes for size, coloration and pattern. Your bead is absolutely unique and may have slight variations from the bead pictured.

How many karats of gold are there in the gold?
All of our gold beads are made of 18K gold, while the gold foxtail bracelet & necklace are both made of 14K gold.

Which lock should I purchase?
Our basic lock is best used as a starting lock as it is not sturdy enough for a full bracelet. A completely filled bracelet becomes heavier and tighter and therefore require a sturdier lock. Our basic lock and Swan Lock are not suitable for leather bracelets. The standard lengths of the double-ended lock is 2cm, however, Big Flower lock & Fish Lock are longer.