Refund policy

 

Refund or exchange can be done within 14 days, this is in line with EU regulations.
If this period has expired, unfortunately, we cannot offer a refund or exchange.

In order to be eligible for an exchange or refund, your item must be in original unused condition. Unfortunately, jewellery that has been custom-made is not eligible for refund or exchange.

In order to process the refund or exchange, proof of payment should be sent to us via lynn@orjewels.com, as well as the written request for exchange or refund of the piece. 

If you qualify (based on the conditions provided below) we will contact you with the necessary details to complete this process.

Please note that the shipping costs in this case are at your expense.

Non-refundable:

• Custom made jewellery
• Any jewellery that is not in original unused condition or has damage that is not caused by OR.
• Gift Certificates
• Each piece of jewellery that is not returned within 14 days after delivery (after having requested it in writing by e-mail)
• Jewellery in sales.

Once your returned jewel has been properly received & inspected by OR, we will send you an e-mail to notify you and to tell you whether or not we accept your returned jewel. 
If accepted, we will refund you the amount via the payment method you used when purchasing the jewel or, if you so choose, another jewel worth the same amount.

Still haven't received your refund?

Please contact your bank first, as it can sometimes take a while for them to process your refund.
If this does not help you, you can contact OR at lynn@orjewels.com

Exchange

We can only exchange jewels for jewels with the same or a higher price (of which the difference has to be paid as a surplus by the purchaser).
However, if you choose a jewel with a lower price, you will get the rest of the amount back in the form of a voucher which can be used for future purchases. Vouchers are personal and are valid for 1 year.
If it concerns a damaged jewel at the time of delivery (and is damage for which OR is responsible), it can be exchanged for the same jewel.

Please always report this first by sending an e-mail to lynn@orjewels.com

 

Gifts

If you received OR jewellery as a gift, but you prefer another model, you can either exchange it for another piece or exchange it for a voucher in the value of the piece. 
Please note that this only applies for jewellery out of the collection, custom made pieces are not eligible for this. 

Thank you in advance to take into account that we should always be contacted within 14 days after purchase. After this period all purchases are final.