FREQUENTLY ASKED QUESTIONS
Each piece of jewellery bought from our website is specifically made for you when you order it. As a result of this, please allow 6-8 weeks from placing your order to your jewellery being dispatched.
If you wish to have something sooner, or by a specific date, then send us an an email at email@example.com and we will do our best to accommodate your requirements as quickly as possible.
If you would like to have something personalised for yourself or a loved one then we can have pieces engraved for you. Whether it’s a name, a special date or a hidden message we would love to help you make your piece more personal. Please email firstname.lastname@example.org with the subject ‘Personalise my Order’ to discuss options.
If you are interested in having a piece of jewellery designed and created specifically for you please email email@example.com or visit our Bespoke page to learn more.
We love working on custom orders and we are always delighted to customise any of our existing designs to suit your preferences.
Please get in touch and we would love to create a customised design for you.
Our payments are 100% secure; we accept Paypal, credit and debit cards. We also accept bank transfers, please email us at firstname.lastname@example.org if you wish to pay via bank transfer.
Ordering Online with us is safe and secure. All payments on the website are conducted through Shopify Payments to ensure a safe transaction.
If you require resizing there is a charge depending on the complexity of the ring. Resizing takes approximately 2 weeks. We only resize STEPHANIE VAN ZWAM rings.
You can order a free ring sizer via email so you can measure your finger accurately. Measuring your finger with string or paper will not produce accurate measurements; order at your own risk if using sizes obtained in this manner.
We can work to EU, UK, and US ring sizes and we can make 1/2 sizes too.
Clients are responsible for ensuring that the size ordered is the size that fits them best. We will offer 1 free resizing (1 size down or up only). We do not accept returns on any rings as they are made to order for you.
Rings with a thick band, stacking style, wide rings, particularly men's rings, will feel tighter than a thin band, so we would recommend going for a size larger than your normal ring size.
Your ring should be loose enough to slide over your articulations comfortably.
Please contact us so that we may help you find the right size.
All diamonds in our bespoke work are GIA or IGI* certified, and our online pieces featuring GIA or IGI certified diamonds will come with either GIA or IGI certifications for the stones.
Small accent stones do not come with certificates.
A diamond certificate, also known as a diamond report, is issued by an accredited independent gemological laboratory. In addition to the diamond’s carat weight and measurements, a certificate includes grades for the diamond’s cut, colour and clarity. Certificates also include other information about the diamond’s polish, symmetry and fluorescence, and also a graphical depiction of the diamond showing the location of the diamond’s inclusions (imperfections).
*Gemological Institute of America Visit the GIA website
International Gemological Institute Visit the IGI website
Made to Order and Altered jewellery are not eligible for returns or exchanges as they have been specifically made for you.
Bespoke rings and jewellery cannot be returned. Once you commit to going ahead with your commission your deposit is non-refundable as we buy the materials specifically for each commission and they cannot be used for any other order.
Our full Return Policy can be found on the Shipping & Returns page, please have a thorough read before making a purchase.
If your jewellery is faulty, you must email us at email@example.com within a reasonable time scale of noticing the faults and in any case, within 2 years from the day of receiving the item. This is in compliance with the 2 years warranty on faulty items prescribed by the Consumer Protection Laws in Switzerland.
Upon close inspection, faulty items will be exchanged or repaired at no cost or refunded in last instance. This will be dealt with on a case by case basis.
Please note rhodium plating fading is not considered a fault and we will not refund for this. We do offer a re-plating or polishing service; email firstname.lastname@example.org to discuss pricing. Please note, the warranty does not cover damage arisen from normal wear and tear, accidents or misuse.
In case of a return of a faulty item(s) as described above, STEPHANIE VAN ZWAM will reimburse the buyer as quickly as possible with the relevant amount, after deduction of potential promotions, coupons, reductions or sale advantages that may have been obtained at the time of purchase.
When returning a product, the buyer must follow the following procedure:
- Contact us: email@example.com, stating whether you require a refund, with your order number and a brief explanation. We will send you the relevant shipping address and details.
- Wrap the product with original packaging securely and place it in a parcel.
- Send it by signature parcel. It is important to retain the certificate of postage in order to be able to track the parcel.
Engagement Rings will be sent to you in our branded lacquered wooden boxes. Wedding bands or other jewellery will be sent in our branded card boxes. Please rest assured that we always package our items securely and safely.
Please visit our Jewellery Care page for more information.
Please visit our Shipping & Returns page for more information.