For items purchased through our website or contact form, we prefer clients to pick up  their orders from our atelier located at Lombaardstraat 30, 3500 Hasselt . If this is not possible, the item can be sent by Mikropakket within Belgium.  After the item is handed over to the carrier (following a production time of  6-10 weeks), you will receive a confirmation email with a tracking number to monitor your order.

Delivery within Belgium typically takes 1-3 days, excluding Sundays and holidays.

For shipments outside of Belgium, costs will be calculated based on the shipping company’s rates, added insurance, and the size/weight of the order, as well as the destination country.
We are not responsible for delays caused by the shipping carrier, nor for loss, damage or theft during shipment.

All shipments outside of Belgium have to be calculated depending on the shipping company’s rates, added insurance and size/weight of the order + country of destination. All orders remain the exclusive property of Vanheukelom Sofie until full payment has been made by the Customer.

For more information about pricing, please email us at info@sofievanheukelom.be.

Refund Policy:

Custom-made items personalized by size, engraving, choice of metal, and stones cannot be returned, exchanged, or refunded.
All other items can be exchanged but not returned, within 14 working days of delivery.
Please email us first at info@sofievanheukelom.be to initiate the return process. The product must be returned unused an in its original condition. Items damaged by the client or otherwise cannot be returned. We reserve the right to deny any returns.

If an item is delivered incorrectly (whether broken upon delivery, the wrong item, or the wrong size) the customer can return it for restoration at no additional cost.

Please note that the cost of returning a purchase is the client’s responsibility. Shipping costs are non-refundable. We advise using registered mail and insuring the item for its full value, as you are responsible for the parcel until it reaches us. Always keep your tracking number and receipts as proof of shipment.

For items purchased and paid for directly from our atelier or at a fair or gallery, the return policy does not apply, as the client was able to evaluate the item before purchase.

To prevent abuse, the right to return applies only if the ordered item has been delivered to and received by the client. If the client wishes to cancel an order before delivery, this is considered a breach of contract, and the return policy does not apply. If the return is accepted, a 5% fee of the product price (excluding VAT) will be charged to cover administrative costs resulting from the breach of contract.

Return address:
Sofie Vanheukelom

Nielerlaan 113, 3665 As

You can also make an appointment to return your order in person at our studio: Sofie Vanheukelom Jewelry – Lombaardstraat 30, 3500 Hasselt – Belgium.

After receiving and checking the goods and if the return match the terms as described above, the refund will be made within 14 days.

 

Warranty:

We offer a legal minimum warranty period of two years if the goods do not conform to the order placed. This includes repair of faults or defects free of charge for up to two years after delivery, if it is determined that the defect existed prior to delivery.

However, Sofie Vanheukelom will not be liable in the following cases:

• Inappropriate or unjustified use of the product.
• Modification or repair of the product without consent from Sofie Vanheukelom.
• Gold-plated jewelry, there is no guarantee that the jewelry will discolour. All gold-plated jewelry is plated with a solid layer of 5 micron gold.
• If a natural or gemstone is used in a piece, a 6-month warranty applies against the stone becoming loose. These will be replaced free of charge. If the natural or gemstone is lost, it will be charged again but placed free of charge. There is no guarantee on natural and gemstones. Gemstones require care and if used incorrectly, the stone can be damaged. More information can be requested about caring for the relevant stones in the jewel.

 

• Defects caused intentionally, by serious negligence, improper care, or lack of maintenance.
• Loss of one or more gems unless an in-house expert analysis shows the loss was due to a manufacturing error.
• If the original invoice and certificates cannot be provided, have been altered, or are unreadable.

In these cases, restoration costs will be charged to the client.

If any other jeweler performs work on one of our pieces, including resizing or repairs, the warranty will be voided. We strongly recommend returning to us for repairs and resizes. We do not take responsibility for repairs or resizes done by other jewelers.

Stone settings must be checked annualy by Sofie Vanheukelom. Under this condition, lost stones may be replaced free of charge in the first 6 months. In cases of severe damage to the stone setting, the replacement cost will be charged to the client. Sofie Vanheukelom’s liability for damages caused by a supplied service or product will not exceed the invoice amount paid by the client.