Shipping & Returns

Everything you need to know about how pieces are shipped, what to do if something isn't right, and how returns work. Can't find your answer here? Take a look at the FAQ or get in touch at info@izao-jewelry.com.

 

Shipping

When is my order shipped?

Pieces that are in stock are shipped within 5 working days after payment. Pieces made to order need at least 2 weeks of production time per item before they can be shipped; the expected timing is confirmed when the order is placed.

Shipping costs and delivery times

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

• Within Europe: sent by postal service with proof of delivery. Delivery usually takes 3 to 7 days.
• Outside Europe: delivery takes longer and depends on the destination.
• Pick up in the atelier: orders can also be collected free of charge from the atelier at Waterloostraat 176a in Rotterdam. Choose "Local pickup" at checkout, and you will receive a message as soon as your order is ready. The atelier is open on Tuesday, Thursday, Friday and Saturday from 10:00 to 17:00.
• Express delivery: a faster courier service such as FedEx or DHL is possible on request. Please arrange this by email before placing your order.

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

Track and trace

As soon as your parcel is on its way, a track and trace code is sent by email, so you can follow it until it arrives. Hasn't your parcel arrived within the expected time? Get in touch with your order number, and it will be looked into right away.

Customs and import duties

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.

Packaging and gifts

Every piece is shipped in an original jewelry box, sealed with wax stamped with a unique signet ring. Sending a gift? Gift wrapping and a personal message can be requested in the order notes at checkout. To send the parcel straight to the recipient, simply enter their address as the shipping address.

Returns

14-day right of withdrawal

You can cancel your purchase within 14 days of receiving your order, without giving a reason. This also applies to pieces bought on sale. If an order is delivered in several parts, the 14 days start on the day you receive the last part.

How to return a piece

1. Report your cancellation within 14 days. Send an email to info@izao-jewelry.com with your order number, or use the withdrawal form.
2. Pack the piece with care. Preferably in its original box, so it is well protected during transport.
3. Send it back within 14 days after your notification to: IZAO, Waterloostraat 176a, 3062 TX Rotterdam, the Netherlands. Because jewelry is valuable, a tracked and insured shipping method is recommended.

Condition of the piece

Please treat the piece as you would in a shop: try it on, but don't wear it. If a piece comes back worn or damaged, a deduction may be made for the loss in value.

Refund

The full purchase price, including the standard shipping costs of your order, is refunded within 14 days after you have cancelled your purchase. If you chose a more expensive delivery method than the standard option, the extra cost is not refunded. The refund is made using the same payment method you used for your order. The refund may be held until the piece has been received or you have shown proof that it has been sent back.

If you cancel your purchase within the withdrawal period, the cost of sending the piece back is paid by the customer. If a piece is defective, damaged upon arrival or does not match your order, the return costs are covered.

Pieces that cannot be returned

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

Damage & warranty

Damaged upon arrival

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 everything is resolved.

Warranty

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.

The full conditions can be found in the terms and conditions.