Frequently Asked Questions
On this page you will find our answers on frequently asked questions.
Our products
Are the jewelry pieces you sell authentic?
Yes, all of our jewelry is made from high-quality materials and crafted with great care. We are committed to authenticity and transparency, so you can trust that each piece is genuinely crafted to meet our standards of excellence.
How can I find jewelry that suits me?
Choosing the right jewelry is about finding pieces that match your personal style and complement your look. Our webshop offers detailed descriptions and styling tips for each piece, helping you make a choice that feels just right. If you’re unsure, feel free to reach out to our customer service team—they’re happy to help you find the perfect fit!
Payment
What payment methods do you accept?
We accept a variety of payment methods to make your shopping experience as convenient as possible. These include iDeal, Bancontact and all major credit cards, PayPal, and local payment options where available. During checkout, you can select the payment method that works best for you.
Is it safe to pay online on your webshop?
Yes, we take online security very seriously. Our website uses secure, encrypted payment processing to protect your information, so you can shop with confidence. We partner with trusted payment providers to ensure a safe and seamless transaction experience.
Can I pay after delivery?
No, we do not offer the option to pay after delivery.
Invoices
Do you provide a VAT invoice?
Yes, we provide a VAT invoice with every order. You will receive it automatically via email once your payment is confirmed.
When will I receive my invoice?
Your invoice will be sent to your email shortly after your order is completed. If you don’t receive it within 24 hours, please contact our customer service team.
Do you apply VAT exemption for international customers?
For customers outside the European Union, VAT will not be charged at checkout. For EU business customers with a valid VAT number, VAT can be reverse-charged. Please enter your VAT number at checkout to see if you qualify for this exemption.
Delivery
How long does it take for my order to be shipped?
Orders are typically processed and shipped within 1-3 business days. You’ll receive a confirmation email with tracking details as soon as your order is on its way.
What if the delivery takes too long?
If your order is delayed beyond the estimated delivery window, please contact our customer service team. We’ll work with the shipping carrier to provide updates and ensure your order arrives as quickly as possible.
What shipping methods do you offer?
We offer several shipping options, including standard and express delivery. You can choose your preferred method at checkout, and delivery times may vary depending on your location.
Can I track my order?
Yes, once your order has been shipped, you’ll receive a tracking link via email so you can monitor your package’s journey right to your door.
What are the shipping costs?
Shipping costs vary depending on your location and the shipping method selected. The exact cost will be displayed at checkout, so you’ll know the total before completing your purchase.
Return policy
What is your return policy?
We want you to be completely satisfied with your purchase. If for any reason you’re not, you can return your item within 14 days of receiving it, provided it is in its original condition and packaging. Please see our full return policy on our website for details.
Do I have to pay for return shipping?
Return shipping costs may apply depending on your location and the reason for the return. If the return is due to a defect or an error on our part, we will cover the shipping costs. For other returns, the customer is typically responsible for return shipping fees.
How long does it take to confirm a return request?
Once we receive your return request, we will process and confirm it within 2-3 business days. You’ll receive an email confirming the status of your return.
How long does it take to receive my refund?
After your return is confirmed and processed, refunds are typically issued within 5-10 business days. The exact timing may vary depending on your bank or payment provider.
Various
Do you offer gift cards?
Yes, we offer digital gift cards in various amounts, perfect for any occasion. Gift cards are sent by email and can be used at checkout on any purchase in our store.
What should I do if I receive a damaged product?
We’re sorry for any inconvenience. If your item arrives damaged, please contact our customer service within 48 hours of receiving it. Include photos of the damage and your order details so we can assist you with a replacement or refund.
How can I contact customer service?
You can reach our customer service team via email or phone. Our contact details and hours are listed on our Contact Us page. We’re here to help with any questions or concerns!
What if I have a complaint about a product or service?
Your satisfaction is important to us. If you have a complaint, please contact our customer service team, and we’ll work to resolve the issue promptly. We value your feedback as it helps us improve our products and services.
What is not covered by the warranty?
Our warranty covers defects in materials and craftsmanship. However, it does not cover damage caused by misuse, wear and tear, or accidental damage. Please refer to our warranty policy for full details.
How can I best care for my jewelry?
To keep your jewelry looking its best, avoid exposure to water, perfumes, and harsh chemicals. Store your pieces in a dry place, preferably in a jewelry box, and clean them gently with a soft cloth. Following these tips will help maintain their beauty and durability.