Frequently Asked Questions

If you have any questions, you might find the answer here. If not, you are always welcome contact us at Phone: 1 (844) 876-5522 or Email: ecommerce@trollbeadscanada.com

User Guides

Trollbeads.com

First time here?
Forgot your password?
Problems creating a password?
How do I change my email address?
How do I unsubscribe myself from your newsletter?

How do I fill out my US address in the address form?

Making a Purchase

Can I exchange with you if I purchased it from a retailer?
Does Trollbeads offer a gift card?
How do I buy the World Tour collection?
What are Uniques/OOAK (One of a Kind) and where can I buy them?
Why is my bracelet only 16 cm when I ordered an 18 cm bracelet?
Why doesn't my glass bead look like it does on the website?
How can I find my nearest retailer?

The Jewelry

Is there nickel in the jewelry?
Why do my silver beads become black?
Why do my gold beads sometimes look silver?
How many carats of gold are there in the gold beads and gold chains?
How are glass Trollbeads made?
How are Amber Trollbeads made?
Do Trollbeads fit on a Pandora bracelet?
How do I care for my Trollbeads?
Advice on Locks
Advice on Leather Bracelets
How can I tell if a Trollbeads product I purchased is genuine?
How do I know what length of bracelet I need?
How do I know what size ring I need?
Why is my pair of earrings not exactly the same color?
Can I wear more than one earring on an earring hook?
Which Trollbeads are on the Troll Rings and how many beads are there on the different sizes?

About the Company

How do I know Trollbeads are created in an ethical way?
Can you custom make beads?
Where is your company headquarters located?
Where are Trollbeads produced?


First time here?

On Trollbeadsuniverse.com you can always find information about past, present and future events, designers, products and more. If you are receiving our newsletter, you can use your email address as your Username and as your password. Otherwise you can set up a new profile under My Account.

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Forgot your password?

Use the "Forgot your password" button under My Account to generate a new password.

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Problems creating a password?

Your password must have a minimum of 5 characters.

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How do I change my email address?

Visit My Account and click Personal Data to edit your email address.

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How do I unsubscribe myself from your newsletter?

You can unsubscribe by logging into My Account and go to Personal Data. Click the square so it will not be ticked off anymore to unsubscribe your newsletter.

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How do I fill out my US address in the address form?

When you fill out the address form, type your zip code in the field 'Postal code', and your City and State in the field 'City'. For example:

Full name: Anne Troll
Addr. Line 1: 111 Avenue of the Americas
Postal code: 10020
City: New York, NY
Country: United States

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Making a purchase

Can I exchange with you if I purchased it from a retailer?

All Trollbeads products purchased at local Trollbeads retailers and retail partners must be returned to the original store where the item was purchased. We are only able to accept returns and exchanges of items purchased from Trollbeads.com.

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Does Trollbeads offer a gift card?

No, unfortunately we don't offer gift cards at this time but you can create a Wish List online under My Account and email it to friends and family when they need a little help picking out a gift for you.

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How do I buy the World Tour collection?

These collections are exclusive and can only be purchased in their homeland. This is literally a worldwide treasure hunt!

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What are Uniques/OOAK (One of a Kind) and where can I buy them?

Uniques, also known as OOAK, are unique beads. Our glass artists are given the freedom to play with colors and patterns and experiment with the many possibilities of glass and quite often they stumble upon something completely new and unique. These designs are not reproduced in large quantities like those found in the standard collection and Uniques are only available through retailers. Click here to find your nearest retailer.

We have also created Universal Uniques which are designed with a larger opening, so it fits all major brands like Pandora and Chamilia. Shop Universal Beads

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Why is my bracelet only 16 cm when I bought an 18 cm bracelet?

The length stated on the website is the total length of the bracelet once you have attached your lock. However locks are sold separately.

If a bracelet is 20 cm / 8 inches it means that it consists of a lock (2 cm / 1 inch) and a chain (18 cm / 7 inches).

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Why doesn't my glass bead look like it does on the website?

All of our glass beads are handmade and can therefore vary. If you don't like the bead you receive, you have 30 days from the day you receive the item to return it.

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How can I find my nearest retailer?

You can find all of our retailers at this link: Find a Retailer

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The Jewelry

Is there nickel in the jewelry?

No, there is no nickel in any Trollbeads product.

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Why do my silver beads become black?

Any piece of jewelry will begin to oxidize over time, as they are exposed to oxygen. As a result they will become black. Simply clean them with liquid soap and a soft toothbrush or polish them with a soft polishing cloth to bring back the silver shine. Do not use chemicals.

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Why do my gold beads sometimes look silver?

As with all metals, the color from silver beads can rub off onto the gold beads, as they rub against each other on your bracelet. You can simply polish the gold beads with a soft cloth to bring back the shine and gold color.

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How many carats of gold are there in the gold beads and gold chains?

All of our gold beads are made from 18k gold while all of the gold chains are made from 14k gold as this is stronger and can hold more.

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How are glass Trollbeads made?

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How are Amber Trollbeads made?

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Do Trollbeads fit on a Pandora bracelet?

We have experienced that Pandora beads fit on our chains but not the other way around. However, some of our large beads do fit Pandora's chains. Ask your retailer to find out which beads this is.

We have created a collection called Universal Uniques which are designed with a larger opening, so it fits all major brands like Pandora and Chamilia. Shop Universal Beads

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Caring for your Trollbeads

Trollbeads are extremely durable.You can pretty much carry on as you normally would when wearing your Trollbeads. However, there are some things you can do to make sure your jewelry will look beautiful for many years to come.

Be careful not to get your Trollbeads in contact with chlorine or bleaches.

Unfortunately, it is not possible to find waterproof jewelry glue so jewelry with stones or pearls attached should be removed when doing the dishes or in the shower.

To clean your Trollbeads use liquid soap and a soft toothbrush or polish them with a soft polishing cloth. This won't remove scratches but it will remove everyday dirt. Do not use chemicals.

The beads will oxidize (begin to look black) after contact with oxygen and water, but you can simply polish them back to life with a soft cloth.

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Advice on Locks

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 requires a sturdier lock.

Our Basic Lock and Swan Lock are not suitable for leather bracelets.

The standard lengths of a double ended lock is 2 centimeters, however, Big Flower Lock and Fish Lock are longer. Therefore, the bracelet will be looser, or the bracelet should be 1 cm shorter.

How to Use a Lock:

The small end should be hooked on to the small eye of the bracelet and the larger end should be hooked on to the large eye of the bracelet.

To open the small end: Use your thumb to push the bottom of the small clasp inwards.

To open the large end: Pull the tab on the back downwards.

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Advice on Leather Bracelets

Unfortunately it is not possible to use a stopper on a leather bracelet

Our Basic Lock and Swan Lock are not suitable for leather bracelets.

When measuring for a leather bracelet we recommend a snug fit as the leather will stretch over time.

Some beads have a larger hole, and will therefore be looser on the leather bracelet then other beads.

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How can I tell if a Trollbeads product I purchased is genuine?

Unfortunately, many counterfeit Trollbeads items are difficult to detect by the untrained eye. However, most genuine Trollbeads products will be stamped with the following:

Silver/Glass: 925S LAA
Gold beads: 750 LAA
Gold chains: 585 LAA

Please be aware that silver and gold beads were first stamped from January 2006 and glass beads were first stamped from May 2008. Therefore, many genuine beads made before that time are not stamped.

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How do I know what length of bracelet I need?

When measuring for bracelets, measure tightly where your wrist is broadest and add 2 cm or about 1 inch. This will allow enough slack to add beads and fill your bracelet.

Be aware that the smallest bracelet (14 cm) is very small and is intended for a child while the largest bracelet (24 cm) is extremely long.

Remember that the length shown when you order a bracelet is the total length of the bracelet once you have attached a lock, however locks are sold separately.

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How do I know what size ring I need?

Take a piece of string and wrap it around your finger and measure the length with a ruler. If you have a measuring tape, use that instead. If your measurement is 54 mm, for example, then your ring size is 54. However, to be completely sure, we recommend visiting your local Trollbeads store - they have the correct tools to give you your correct ring size.

Your ring size is only a guide. If the ring has a small, thin band you might need one size smaller than a ring with a broader band.

You should also keep in mind that the size of your finger can change over the course of a month, from summer to winter, if you have been active with your hands, or if you have had your hands in your pockets for a long time.

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Why is my pair of earrings not exactly the same color?

The natural stones we use can vary in color but we have tried our best to pair them up as much as possible so that the two earrings in each pair match each other.

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Can I wear more than one earring on an earring hook?

Of course! Like all Trollbeads jewelry, it's up to you to mix and match and find your own style.

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Which Trollbeads are on the Troll Ring and how many beads are there on the different sizes?

On the smallest Troll Ring there are 17 Trollbeads and on the largest there are 21. Each larger size of ring has one more bead than the last but at the same time some beads are replaced along the way with beads of different sizes so that the ring fits correctly. Castle, Berries and Sun Circle are some of the beads that only appear on a few sizes.

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The Company

How do I know Trollbeads are created in an ethical way?

Trollbeads is a member of the Responsible Jewellery Council. RJC Members are committed to promoting responsible ethical, human rights, social and environmental practices in a transparent and accountable manner throughout the industry from mine to retail. You can read more about the Responsible Jewellery Council here

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Can you custom make beads?

Unfortunately we do not take special requests like this, however we can engrave a special message for you on the Scroll beads or Love Within

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Where is your company headquarters located?

Our head office, including our main warehouse, is located in Copenhagen, Denmark.

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Where are Trollbeads produced?

Trollbeads are produced in different places around the world, depending on the product type or material being used. We try to find a country that has a tradition and understanding for each product's particular needs.

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