At Orogem we offer our clients the right to reconsider their purchase made on www.juwelenorogem.be.
As a consequence we offer our clients to return their jewel within 30 days starting from the reception of the purchase. If you are not satisfied with your purchase, you can return it and get the purchase amount refunded.
How do I start the return process?
If you wish to return your product, please follow these instructions:
- Please email us at [email protected] (subject line: RMA) to request a Return Authorization Number within 30 days of the delivery date.
- Please specify which product you are interested in returning and the reason for this return. We care about your feedback!
- After you receive the RMA authorization number you have 14 days to ship the product back to the Seller (Orogem Jewelers).
Which jewels can be returned?
- All standard jewels, as shown on www.juwelenorogem.be.
- No tailor made or personalized jewels, like engraved jewels.
- Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
- Please note we do not accept returns on earrings due to hygiene. However exceptions will be made if the earrings are unworn and we are contacted as soon as your order is received
When to return your jewel?
Returns are only possible within 30 days after receipt of the jewel.
How to return your jewel?
You can ship your jewel using a courier service of your preference (such as FedEx).
What to know before you return the jewel?
To be eligible for a return, your item must be unused and in the same condition that you received it with the safety seal attached and intact. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
After we have received the jewel in our boutique in Antwerp, the jewel will be submitted to a quality control. In the unlikely event that an item is returned to us in an unsuitable condition, a compensation may be required. In case the lack of original packaging, documents, certificates or damage of the jewel leads to a depreciation of the jewel, OROGEM can claim a damage compensation equivalent to this depreciation.
Please ensure that you state you are “returning to seller” in the reason for export field on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return. We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don’t reach us safely. All shipping costs are the responsibility of the customer. Please note we do NOT refund international customs taxes and sales charges.
Are returns free?
You will be responsible for paying for your own shipping costs for returning your items.
For your return, we propose using a trackable shipping service like DHL or Fedex or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
How long does it take for me to receive my refund? (if applicable)
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7-10 working days.
There are certain situations where only partial refunds are granted: any item not in its original condition, is damaged or missing parts (such as the diamond’s certificate) for reasons not due to our error.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
I entered the wrong shipping address, what can I do?
It is very important to add your correct shipping address when you place your order. If you enter the wrong shipping address contact us immediately at [email protected].
We have a 10 to 12-hour window to make a request for the package to be rerouted from the moment you make the purchase; however, we cannot guarantee the change will be doable as it depends where the package is in the shipping process. We are unable to redirect orders once they have been dispatched, so please supply an address where you will be available to receive your order.
If we are unable to make the change, you will be responsible for receiving the parcel at the address you entered originally. Orogem Jewelers takes no responsibility for goods lost due to incorrect shipping details.
What if my package was returned to sender?
If for any reason your package is returned to us we will re-shipped to you. However, the reshipping may be at an extra cost depending on the reason it was returned to us.
What if I receive faulty jewelry?
If you received a defective or damaged item – we apologize in advance, and we will replace this piece as quickly as possible. Every purchase is under a one year warranty.
If you need to exchange a piece, send us an email within 14 days of purchase, at [email protected] with a picture of the faulty item, and our support team will assist you promptly.