Frequently Asked Questions

Yes. Jewelry that no longer gets worn, whether inherited, broken or simply out of style, can be turned into a new piece that fits you and still carries its story.

Precious metals such as gold and silver can be melted down and used again as the material for the new design. Gemstones from old pieces can be reset, as long as they are undamaged; damaged stones unfortunately can’t be reused. Other materials may be possible too, so feel free to ask.

The process starts with a personal conversation about your pieces and your ideas. From there, a design is drawn and refined together, and the new piece is then handcrafted in the atelier.

Yes. Custom work is a big part of what happens in the atelier. A bespoke piece can start from almost anything: a sketch, a photo, a gemstone you already own, or simply an idea or a story you would like to capture in a jewel.

To get started, send an email to info@izao-jewelry.com with a short description of what you have in mind, and add any images that help explain it. Vist the Bespoke Jewelry page for more information and inspiration.

Yes. Gift cards can be bought online or in the atelier in Rotterdam, for any amount from €50. When ordered online, the gift card arrives by email with a personal code and can be sent straight to the recipient with a personal message.

The gift card is valid for two years and can be used both online and in the atelier. It can be spent in one go or across several orders, on a piece from the collection or on a piece made to order.

The remaining balance of a gift card can be checked here.

Ring resizing is possible whenever the design and materials allow it. A simple band can usually be adjusted, while rings with stones set all the way around or with a detailed pattern are often difficult to resize without affecting the design.

When a ring cannot be resized, a similar ring can be made in your own size instead. The size of each ring is listed in its product description, and the ring size conversion chart helps you find your own size before ordering.

Not every detail fits into a product description. Any specification that is missing from the website, such as exact measurements, gemstone size or clarity, can be requested by email at info@izao-jewelry.com.

Mention the name of the piece in your email, so the right details can be found quickly. You can expect a reply within a week, with everything you need to make a confident decision.

Yes. For standard orders, full payment is required before the piece is shipped.

For bespoke jewelry, payment is split in two: 50% upfront to start production, and the remaining 50% once the piece is finished and approved by you. The full amount is always settled before a piece leaves the atelier.

All prices on the website are in euros and include VAT, unless agreed otherwise, for example in a bespoke quotation.

Shipping costs are not included in the price of a piece and are calculated separately at checkout, so the full amount is always visible before paying. For orders shipped outside the EU, local customs duties or import taxes may apply; these are charged by the authorities in the destination country and are paid by the customer.

The following payment methods are available at checkout:

1. iDEAL | Wero: pay directly from your own bank account, by selecting your bank at checkout.
2. Bancontact: the payment method for customers with a Belgian bank card.
3. PayPal: pay with your PayPal account, which can be linked to a debit or credit card.

Yes. For standard orders, full payment is required before the piece is shipped.

For bespoke jewelry, payment is split in two: 50% upfront to start production, and the remaining 50% once the piece is finished and approved by you. The full amount is always settled before a piece leaves the atelier.

All prices on the website are in euros and include VAT, unless agreed otherwise, for example in a bespoke quotation.

Shipping costs are not included in the price of a piece and are calculated separately at checkout, so the full amount is always visible before paying. For orders shipped outside the EU, local customs duties or import taxes may apply; these are charged by the authorities in the destination country and are paid by the customer.

The following payment methods are available at checkout:

1. iDEAL | Wero: pay directly from your own bank account, by selecting your bank at checkout.
2. Bancontact: the payment method for customers with a Belgian bank card.
3. PayPal: pay with your PayPal account, which can be linked to a debit or credit card.

Yes, shipping is available worldwide. Delivery time and shipping costs depend on the destination and are shown at checkout.

Within the EU, no customs duties apply. For destinations outside the EU, such as the United Kingdom, the United States or Switzerland, local customs duties, taxes or import fees may be charged. These are set by the authorities in the destination country, are paid by the customer, and are sometimes collected by the carrier before delivery.

Pieces that are in stock are shipped within 5 working days after the order has been placed. As soon as the parcel is on its way, a track and trace code is sent by email.

Custom orders need at least 2 weeks of production time per item before they can be shipped. The expected timing is discussed when the order is confirmed.

Every parcel is sent with proof of delivery and a track and trace code. The code is sent by email as soon as the shipment leaves the atelier, so you can follow the parcel until it arrives. No email received? Check your spam folder, or get in touch at info@izao-jewelry.com.

Yes. Gift wrapping can be requested in the order notes at checkout, and a personal gift message can be added in the same field.

Sending the gift straight to the recipient? Simply enter their address as the shipping address. Not sure which piece to choose? A digital gift card is also available.

Shipping costs depend on the destination and are calculated automatically at checkout, so the exact amount is always visible before payment.

Within Europe, parcels are sent by postal service with proof of delivery and usually arrive within 3 to 7 days. Shipments outside the EU take longer, depending on the destination. A faster courier service such as FedEx or DHL is also possible, but needs to be arranged in advance by email at info@izao-jewelry.com.

Delivery times are an indication and may be longer during holidays or busy periods.

Every piece is handmade in a small atelier. In rare cases, such as illness or other circumstances beyond the atelier’s control, an order can be delayed. You will be informed as soon as possible, together with the expected new delivery date.

If delivery is not possible within a reasonable time, the order can be cancelled in writing, fully or partially. Any amount already paid for the cancelled part is refunded in full.

Every piece is shipped in an original jewelry box, and each package is sealed with wax stamped with a unique signet ring. That way a piece arrives safely and is ready to keep or to give as a gift. The box is also the best way to store the piece and to send it back if a return is ever needed.

Yes. You can cancel your purchase within 14 days of receiving your order, without giving a reason. This also applies to pieces bought on sale.

To return a piece, send an email to info@izao-jewelry.com or use the withdrawal form in the terms and conditions, and send the piece back within 14 days after that.

Please treat the piece as you would in a shop: try it on, but don’t wear it. Return it with care, preferably in its original box. If a piece comes back worn or damaged, a deduction may be made for the loss in value.

The full purchase price, including the standard shipping costs of the order, is refunded within 14 days of your cancellation. The refund may be held until the piece has been received or proof of return has been shown. The cost of sending the piece back is paid by the customer.

Bespoke jewelry and pieces made or adjusted to personal wishes are created especially for one person and cannot be returned.

Every piece is handmade with great care. On top of your statutory rights, a 6-month warranty applies to fabrication faults: if something goes wrong because of how the piece was made, it is repaired free of charge.

This warranty comes in addition to your statutory rights and never limits them. A piece must always be of the quality you can reasonably expect, and if a fault appears within the first year after delivery, it is assumed to have been there from the start.

Damage caused by wear or accidents, such as a knock, bending or a lost stone, is not covered. In many cases it can still be repaired where technically possible, at an additional cost. Send an email with a photo to info@izao-jewelry.com to discuss the options.

Complaints can be sent by email to info@izao-jewelry.com. Describe the problem as clearly as possible and include your order number and, where relevant, photos.

Every complaint receives a response within 14 days. The full complaints procedure is described in the terms and conditions.

Report any damage as soon as possible, ideally within 5 working days of receiving your order, by emailing info@izao-jewelry.com. Include your order number and a photo of the piece and the packaging.

The best way to return and repair the piece is then arranged together with you. Please keep the original box and packaging until it’s all resolved.