How do you guarantee the authenticity of your products?
For us, authenticity is not just a loose resolution, but a promise that we fulfil with the utmost care and state-of-the-art processes. Each of our products undergoes a comprehensive inspection by experts to ensure that it is not only genuine, but also embodies the unique history and quality you expect from an exclusive premium item. Your satisfaction is at the heart of our guarantee, and we go to great lengths to ensure that you only experience authenticity in its purest form with us.
Do you provide assistance in the search for specific, rare products?
Absolutely! Our team of experts is at your disposal to assist you in your search for specific rare luxury items. Simply contact us and we will do our best to fulfil your requirements and make it easier for you to access exclusive rarities. Sometimes we still have a treasure or two in stock!
Is there a return guarantee for the products?
Yes, we offer a returns guarantee to ensure that you are completely satisfied with your purchase. Within 14 days of receiving your luxury item, you can return it without providing any reasons. Please see our returns policy for more details and steps for handling.
How secure is the purchase and submission of personal data on your website?
The security of your personal data is of the highest priority to us. Our website uses advanced encryption technologies to ensure that your data is protected. We also follow strict security standards and privacy policies to protect the confidentiality of your information. You can be confident that your shopping experience with us is safe and secure.
Is it possible to customise or personalise products on request?
Yes, we offer the option of customising or personalising selected products. For example, in collaboration with our exclusive partners, you can have diamonds set into unique jewellery or artwork finished to your personal preferences. Contact our customer service team to discuss tailor-made options.
Which payment methods do you accept?
We accept a variety of secure payment methods, including credit cards and bank transfers. Your payment information is encrypted and securely processed to ensure a smooth and protected transaction flow.
How is shipping organised and what delivery times can I expect?
We offer fast and reliable shipping for your luxury items. Exact delivery times may vary depending on the product and location. Please refer to our shipping policy for more information. We will do our utmost to process your order promptly and deliver your exquisite treasures to you as quickly as possible.
Do you work with international customers?
Yes, we are happy to work with customers worldwide. Our international shipping service allows us to deliver our exclusive luxury items to almost anywhere. Please note that specific shipping policies and customs duties may apply to international orders.
What special services do you offer after the purchase?
Our commitment does not end with the purchase. In co-operation with exclusive partners, we offer special services after the purchase. These include setting diamonds in custom jewellery, artful framing for artwork and other bespoke services. On request, we can deliver selected artworks directly to your home. This gives you the unique opportunity to experience your favourite piece in person and decide whether it suits your style and ambience perfectly. We bring the art to you so that you can experience it live - an exclusive service to ensure that your collection meets your exacting standards
Contact us to find out more about these exclusive offers.
What does "seamless provenance" mean and how is it ensured?
For us, seamless provenance is more than just a promise, it is a guarantee of the flawless origin and authenticity of every single luxury item on our marketplace. It means that we can trace the entire history and origin of an item back to its source. To ensure this, we use state-of-the-art technology and established processes. Every item undergoes rigorous checks and is meticulously monitored by our experts for authenticity and quality. This means that our customers can have complete confidence in the authenticity of their exquisite possessions.
What additional costs can be incurred when buying luxury items?
In addition to the purchase price, additional costs may be incurred depending on the product, location or customisation requirements. These include insurance, additional taxes and customs duties. All costs incurred are displayed transparently before the purchase so that you can make an informed decision.
How do you deal with any warranty claims?
We take warranty claims extremely seriously and adhere strictly to the statutory warranty conditions. If your purchased luxury item is defective or does not fulfil the guaranteed characteristics, we will be at your side. Please contact our customer service team immediately and they will help you. We will endeavour to resolve any problems quickly and transparently so that you can enjoy your exquisite possession unconditionally.
What special security measures apply to the purchase of diamonds?
The purchase of diamonds in our shop is subject to the highest security standards. Our experts work according to the 4Cs (Carat, Cut, Colour, Clarity) and additional quality criteria. All diamonds are delivered with certificates of authenticity from renowned laboratories to ensure the highest possible security and transparency.
How do I contact customer service if I have further questions?
If you have any further questions or concerns, please do not hesitate to contact our customer service team. You can reach us by email at customercare@masterpicks.com or by phone at +49 151 4288 83 99. We are here to assist you at all times and ensure that your shopping experience runs smoothly.