Terms & Conditions

Last updated: September 2026

Article 1 – Seller details

These terms and conditions apply to the webshop izao-jewelry.com and the atelier of:

IZAO
Waterloostraat 176a
3062 TX Rotterdam, the Netherlands
Email: info@izao-jewelry.com
Phone / WhatsApp: +31 6 84756182
Chamber of Commerce (KvK): 80040470
VAT number: NL003385695B10

In these terms and conditions, IZAO is referred to as "the Seller".

Article 2 – Definitions

• Customer: the person who places an order with the Seller or enters into an agreement with the Seller.
• Consumer: a customer who is a natural person and does not act for purposes related to their trade, business, craft or profession.
• Agreement: the agreement between the Seller and the customer for the purchase of one or more pieces, a gift card or a bespoke piece.
• Bespoke jewelry: a piece designed and made according to the personal wishes and specifications of the customer.
• Withdrawal period: the period within which a consumer can cancel a purchase, as described in Article 9.

Article 3 – Applicability

These terms and conditions apply to every offer from the Seller and to every agreement concluded between the Seller and a customer, both online and in the atelier. The terms and conditions are made available before an agreement is concluded and can be saved or printed from this page. If any provision of these terms and conditions is void or annulled, the remaining provisions remain in full force.

Article 4 – The offer

1. Every piece is handmade. Many pieces are unique or made in a limited edition, which means they may sell out quickly.
2. The offer contains a description of each piece that is as complete and accurate as possible. Natural gemstones and handmade finishes make every piece slightly different; small differences in colour or appearance compared to the photos are therefore possible and do not count as a defect.
3. Obvious mistakes or errors in the offer, such as a clearly incorrect price, are not binding for the Seller.

Article 5 – The agreement

1. For purchases in the webshop, the agreement is concluded as soon as the customer has completed the order and the payment. The Seller then sends an order confirmation by email.
2. For bespoke jewelry, the agreement is concluded as soon as the customer has approved the quotation sent by the Seller.

Article 6 – Prices

1. All prices are in euros and include VAT, unless agreed otherwise in writing, for example in a quotation for bespoke jewelry.
2. Shipping costs are not included in the price of a piece. They are calculated at checkout and shown before payment.
3. For deliveries outside the EU, customs duties, import taxes or other charges may be imposed by the authorities in the country of destination. These costs are paid by the customer.

Article 7 – Payment

1. Payment in the webshop can be made with iDEAL | Wero, Bancontact or PayPal.
2. For standard orders, the full amount is paid when the order is placed, before the piece is shipped.
3. For bespoke jewelry, 50% of the agreed price is paid upfront, after approval of the quotation. The remaining 50% is paid once the finished piece has been approved by the customer, and always before it is shipped or collected.

Article 8 – Delivery

1. Pieces are delivered to the address provided by the customer, or can be collected free of charge from the atelier if the customer chooses local pickup at checkout.
2. Pieces in stock are shipped within 5 working days after payment. Pieces made to order require at least 2 weeks of production time per item; the expected delivery time is communicated when the order is confirmed.
3. Unless a different delivery time has been agreed, an order is delivered within 30 days. If delivery is delayed, the customer is informed as soon as possible. If an order is not delivered within the agreed period, the consumer may set a reasonable additional period for delivery. If the order is still not delivered within that additional period, the consumer may cancel the agreement free of charge, and any amount already paid is refunded without delay.
4. The risk of loss of or damage to a piece remains with the Seller until the moment the piece has been delivered to the consumer.

Article 9 – Right of withdrawal

1. A consumer can cancel a purchase within 14 days without giving a reason. The withdrawal period starts on the day after the consumer, or a third party appointed by the consumer, has received the piece. If an order is delivered in several parts, the period starts on the day after the last part has been received.
2. To use the right of withdrawal, the consumer notifies the Seller within the withdrawal period by email to info@izao-jewelry.com, or by using the model withdrawal form below. Using the form is not required.
3. The consumer sends the piece back as soon as possible, and in any case within 14 days after the notification, to: IZAO, Waterloostraat 176a, 3062 TX Rotterdam, the Netherlands.
4. During the withdrawal period, the consumer handles the piece and its packaging with care and only to the extent necessary to establish its nature, characteristics and functioning, in the same way as would be possible in a shop. The consumer is liable for any decrease in value of the piece resulting from handling beyond that.
5. The Seller refunds all payments received from the consumer, including the standard delivery costs, within 14 days after receiving the notification of withdrawal. Additional costs resulting from the consumer's choice of a more expensive delivery method than the cheapest standard delivery are not refunded. The refund is made using the same payment method used by the consumer, unless agreed otherwise. The Seller may withhold the refund until the piece has been received or the consumer has provided proof of return, whichever comes first.
6. The direct costs of returning a piece after withdrawal are paid by the consumer. If a piece is defective, damaged upon arrival or does not match the order, the return costs are paid by the Seller.
7. The right of withdrawal also applies to pieces bought at a discount.

Article 10 – Exclusion of the right of withdrawal

The right of withdrawal does not apply to pieces that are made according to the consumer's specifications or that are clearly personalised, such as bespoke jewelry and pieces that have been made or adjusted to the personal wishes of the consumer.

Article 11 – Bespoke jewelry

1. A bespoke piece starts with a consultation about the customer's wishes. Based on this, the Seller sends a quotation by email.
2. After approval of the quotation and receipt of the upfront payment (see Article 7), production starts. Photos of the finished piece are shared with the customer for approval before the remaining amount is paid.
3. Because a bespoke piece is made especially for the customer, it cannot be cancelled once the quotation has been approved and cannot be returned (see Article 10). This does not affect the customer's statutory rights in case the piece is defective or does not match what was agreed.
4. If the customer supplies their own materials, such as old jewelry, precious metals or gemstones, these are handled with care. Precious metals can be melted down and reused. Gemstones can be reused as long as they are undamaged; damaged stones are not suitable for reuse.

Article 12 – Conformity and warranty

1. The Seller guarantees that pieces conform to the agreement and to the specifications stated in the offer, and that they have the quality the consumer may reasonably expect (the statutory warranty). If a defect appears within one year after delivery, it is presumed to have been present at the time of delivery.
2. In addition, the Seller gives a 6-month warranty on fabrication faults. A fabrication fault is repaired free of charge within this period. This additional warranty never limits the statutory rights of the consumer.
3. Damage caused by normal wear, improper use, accidents or external causes, such as a knock, bending or the loss of a stone as a result of impact, is not covered by the additional warranty. Such damage can often still be repaired where technically possible, at an additional cost.
4. Damage upon arrival should be reported as soon as possible, preferably within 5 working days after receipt, with photos of the piece and the packaging. Reporting later does not mean the consumer loses their statutory rights; a defect reported within two months after its discovery is always reported in time.

Article 13 – Complaints

1. Complaints can be submitted by email to info@izao-jewelry.com. A complaint should be described as completely and clearly as possible, including the order number and, where relevant, photos.
2. Every complaint receives a response within 14 days of receipt. If a complaint requires more time, the customer receives a confirmation of receipt within this period, together with an indication of when a more detailed answer can be expected.
3. If a complaint cannot be resolved together, the dispute can be submitted as described in Article 18.

Article 14 – Liability

1. The Seller is not liable for indirect damage, including consequential damage, suffered by the customer, unless the damage is caused by intent or gross negligence on the part of the Seller.
2. This article does not limit the statutory rights of a consumer regarding the conformity of a piece, nor any other liability that cannot be excluded or limited by law.

Article 15 – Force majeure

If the Seller is temporarily unable to fulfil an agreement due to circumstances beyond its control, such as illness or a business disruption, the customer is informed as soon as possible. If fulfilment is not possible within a reasonable time, both the Seller and the customer may cancel the agreement in whole or in part by written notice. Any amount already paid for the cancelled part is refunded in full.

Article 16 – Intellectual property

All intellectual property rights relating to the designs, pieces, photos and texts of the Seller belong to the Seller. It is not permitted to reproduce, publish or otherwise commercially exploit designs, photos or texts of the Seller without prior written permission.

Article 17 – Gift cards

1. Gift cards are available online and in the atelier, for any amount from €50.
2. A gift card is valid for two years from the date of purchase and can be used online and in the atelier, for pieces from the collection and for pieces made to order. It can be spent in one go or across several orders until the balance has been used up or the validity has expired.
3. The remaining balance can be checked on the gift card balance page.

Article 18 – Applicable law and disputes

1. All agreements between the Seller and the customer are governed by Dutch law. A consumer living outside the Netherlands also keeps the protection offered by the mandatory law of their country of residence.
2. Disputes are submitted to the competent court in Rotterdam. A consumer may, within one month after the Seller has invoked this provision in writing, choose to have the dispute settled by the court that is competent under the law.

Article 19 – Privacy

Personal data is processed in accordance with the privacy policy.

Article 20 – Changes

The Seller may change these terms and conditions. Changes do not apply to agreements already concluded. The version that applies to an order is the version published on the website at the time the order was placed.

Model withdrawal form

Only complete and return this form if you wish to cancel your purchase. You can also send an email with the same information.

To: IZAO, Waterloostraat 176a, 3062 TX Rotterdam, the Netherlands
Email: info@izao-jewelry.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
…………………………………………………

Ordered on (*) / received on (*): ……………………
Order number: ……………………
Name of consumer(s): ……………………
Address of consumer(s): ……………………
Signature of consumer(s) (only if this form is sent on paper): ……………………
Date: ……………………

(*) Delete as appropriate.