Order
How quickly are orders processed?
Orders are processed within 1 to 2 days. Please note that some of our parts are made to order and require additional time. When your order is ready for shipment, you will receive an e-mail notification with all tracking and shipping information.
Is there a boutique where I can try on the jewelry?
No, but we do welcome you at our studio in Brussels, by appointment. Write to us: bonjour@aurorehavenne.com
Is it possible to order made-to-measure jewelry or make a special order?
Yes, don't hesitate to contact us if you'd like to have a piece of jewelry made to measure.
Delivery
How long does delivery take?
We work in partnership with Bpost to ensure that your parcel arrives as quickly and safely as possible. We ship from our studio in Brussels and, depending on the delivery location, transport can take between 1 and 6 working days. Please refer directly to the product page, as lead times also vary depending on the product. You can always track your order via the delivery confirmation e-mail. If you need help finding your tracking number or have any other questions about shipping, please e-mail us at bonjour@aurorehavenne.com.
International taxes and duties
Please note that once your order has been delivered to the destination country, local guidelines apply and your order may be subject to national taxes and local duties. These taxes and duties are not included in your purchase price and are the responsibility of the customer. Please refer to your local post office for different rates or to calculate potential duties and taxes.
Returns & Warranties
What is our return policy?
We will exchange or refund within 15 days of receipt of order. To return an item, please contact us at
bonjour@aurorehavenne.com. You can return the jewelry, mentioning your first and last name and order number, to the following address:
Aurore Havenne - Palazzo
190 rue Théodore Verhaegen
1060 Brussels
Belgium
Return shipping costs are at the customer's expense.
Is it possible to return or exchange an item ordered on our website?
Unfortunately, we cannot accept returns or exchanges in store for purchases made online. Online purchases can only be exchanged online. Please contact us at bonjour@aurorehavenne.com.
Is my order under warranty?
We include a six-month warranty and would be happy to repair any damage during this period. Our warranty does not cover general wear and tear or lost stones. Please note that Aurore Havenne is not responsible for lost or stolen items once declared "delivered" by the delivery service. We are also unable to repair items once they have been altered by a third-party jeweler.
Can I return an order delivered outside the EU?
It is possible to return an order shipped internationally and request a refund. Please note, however, that the customer is responsible for paying the return shipping costs.
What do I do if my jewelry is damaged during the warranty period?
Send us a photo of the damage with the order number to bonjour@aurorehavenne.com to start the repair process.
My jewelry has been damaged, but is no longer under warranty. Is it still possible to repair it for an additional charge?
To benefit from our assistance, please send us a photo of the damage and the order number to bonjour@aurorehavenne.com. We will then be able to give you a quote, if applicable.
