Your order

Order

The jewellery collection presented in our online catalogue is composed of models in standard configurations. Our personalisation interface can easily adapt these designs to create a piece of jewellery that suits your personal tastes even better.

You can save all your designs in the “My selection” folder in order to compare them before making a final decision.

To be validated your order on our site must be followed up with payment of a down payment which corresponds to at least half of its total value. An order awaiting payment of a down payment remains valid for a period of seven days. Once this period is over, the order will be considered as expired and will be cancelled. Should you wish to proceed with the order of the piece of jewellery you originally chose or if your payment arrives after the waiting period expiration, you must reconfirm the order.

Once your down payment has been received, we start processing your order immediately. If the piece of jewellery is of a standard configuration, you have the possibility to cancel your order at any time, even if the manufacturing process has begun. In this case, we will refund all sums paid in relation to the cancelled order. However, if it concerns a personalised item of jewellery, cancellation is no longer possible.

 

Payment

Once an order on our site has been validated, you can either proceed to full payment or make a deposit. We will process an order only after receipt of a deposit equal to at least half of the total value of the order.

The payment of the balance of your order will be requested once the order is ready to be dispatched.

Due to the high transaction amounts and in order to avoid any danger of fraudulent use of credit cards, we only accept payment by bank transfer.

 

Manufacturing process

As soon as we receive your order and full or partial payment confirming it, we process it immediately.

There is no question of giving orders to outsourced workshops or of customising a prefabricated setting. Each and every piece of jewellery is created in our own workshops and is unique, taking into account your requests and the specified size.

Gemstones are selected from those on offer by our suppliers according to very strict criteria in terms of quality, cut and your choice of colours. Only gemstones of excellent cut are among our selections as this indispensable element will bring out all their beauty.

Being passionate about jewellery and precious gemstones in particular, their selection is our pride and our point of honour. The price that suppliers are asking for the requested gemstones is never part of the decision criteria in our selections!

 

Delivery

Your precious jewellery will be delivered in a top of the range case and sent to you by a secure express carrier. We take full responsibility for transport risks until the package is delivered personally to the recipient.

The estimated delivery times displayed in the description of the jewellery begin from the moment of receipt of the deposit which confirms the order.

We would like to draw your attention to the fact that delivery of the package by our transport company only takes place during office hours. It is not possible to arrange a specific delivery time.

Due to this, it may be preferable to give a delivery address which is the most practical one for both you and the delivery company.

You can also address the package to a person of confidence who is available to accept delivery of the package.

In any case, you can also recover the package from the premises of the transport company by contacting them directly via the number on the delivery notice.

We will of course inform you of the shipment of the package and the date on which the transport company will deliver it.

 

Returns and refunds

You have the right to return your order without even having to give a reason within a period of 30 days after receipt. The refund will be made no later than 30 days after receipt of the returned items. This right to return does not apply to personalised products.

To exercise your right to return, you must comply with the following conditions:

   - the returned item of jewellery must be in its original state, without trace of use, and with the tag attached as proof that it has not been used,

   - the item of jewellery must be returned with all accompanying elements without exception (packaging, accessories, certificates, explanatory notices and original bill of sale) and all these elements must be in perfect condition.

In order to ensure a smooth returns process, we advise you to make us aware of your decision and to let us know the date on which the item of jewellery will be sent back.

A returned item of jewellery must be sent to our address in Luxembourg:

Artek SA

4, avenue de la Gare, L1610 Luxembourg          

Tel: +352 20 99 24 24

We would like to remind you that return packages travel at the sender’s risk. In consequence, you should make all the necessary arrangements to insure the contents of the package.

 

For any question about your order, do not hesitate to contact our customer service

+352 20 99 24 24 (open 12:00 to 20:00 from Monday to Saturday)

or by email: contact@alexandrerosenberg.com