FAQ

GENERAL QUESTIONS

Is it possible to try out the jewellery before buying?

Yes. You can always come along to our store on the Keyserlei 32 in Antwerp.

How does Orsini guarantee the quality of its diamonds?

At Orsini, we can guarantee the quality thanks to our specialised sales team, two goldsmiths and a certified expert from the Diamond High Council (HRD) Each jewel comes with a house certificate. You will automatically receive a lab certificate from the GIA or HRD for diamonds larger than 0.60 carat. A lab certificate may also be requested as from 0.30 ct. Our company is an official distributor of all the brands on the market. All products are therefore always 100% authentic. Furthermore we are Antwerp’s Most Brilliant jeweller, meeting rigorous quality standards.

Is it safe to buy Orsini Diamonds online?

Our webshop uses secure payment procedures. Safety therefore remains a focus and we guarantee this to you. If necessary, you can always come to our store with any questions and you can also contact us at any time by e-mail or telephone.

Do the discounts in the webshop apply to the stores as well?

You will receive the same discounts in our stores as in our webshop. This means that you benefit from the same advantages online as well as offline.

How do I determine my ring size?

Have you found your perfect ring? You have no idea of your size? We are delighted to help you measure your ring size.

Here’s how to do it:

Take a piece of paper and wrap it around your finger, preferably around the thickest point. Mark the length on the strip and measure it. The circumference in mm (Bergeon) is your size.  This is summarised for you in the following table. The table also shows you the equivalents in other measuring systems, as different brands use different sizes.

Be sure to consider the following as well:

  • Measure your ring size at room temperature. The result can be affected if it is too cold or too hot.
  • The ring size can often be different on your left and right hand.
  • Fingers can become swollen or thinner during pregnancy or intense activity. Be sure to take this into account.
  • When measuring for a wide ring, use a wide strip and choose half or a whole size bigger.
  • Do not use the circumference of your knuckle to determine your ring size. If you do, the ring will be too loose.

Do you want to be certain about your ring size? Come to the store and we’ll measure it for you!

 

What is the best way to look after my jewellery?

All jewellery, whether it’s our own collection or the foreign collections, is produced to strict quality standards. Orsini also holds the quality certificate Antwerp’s Most Brilliant jeweller, the famous quality certificate from the City of Antwerp and Antwerp World Diamond Centre.

To keep your jewellery in optimum condition, it is best to avoid any contact with detergents, alcohol-based perfumes or other chemicals. Put your jewellery to one side when doing some sport, taking a shower or cleaning in order to avoid any scratches or other problems.

ORDERING

How much will I pay for delivery in Belgium and the Netherlands?
  • Within Belgium:
    For orders under €50, the delivery charge is €5. If your total purchase costs €50 or more, then delivery will be free.
  • The Netherlands, Luxembourg:
    For orders under €75, the delivery charge is €5. If your total purchase costs €75 or more, then delivery will be free.
What happens if an article was in stock in the webshop, but ends up being unavailable?

We always try to provide correct and accurate information in the webshop. However, should an article that you wish to order be out of stock, we will inform you as quickly as possible by e-mail and you will be offered a number of different options. 

SUPPORT

How long is my purchased item covered by the guarantee?

The guarantee lasts for 2 years.

What is not covered by the guarantee?

The following list is not exhaustive:

  • damage to the jewel (e.g. scratches, signs of wear, etc.);
  • loss or theft;
  • contact with chemical products.
What if my jewellery breaks while it is still under guarantee?

If your purchased item breaks while it is still under guarantee, due to a factory error, you may contact our customer service department (info@orsinidiamonds.com). We will be delighted to advise you on any repair or replacement.

If you discover a defect within 14 days of purchase you may return or exchange your jewellery.

What is the best way to contact you with a question, remark or complaint?

You can contact us by telephone or by e-mail and you will receive an answer to all your questions. You can also use our contact form to ask for information without any obligation. You may pass on any complaints by e-mail or using our form. In this way we can respond and take action as quickly as possible. We always aim to find an efficient and realistic solution. A clear and complete description of any complaint about a purchase must always be submitted to Orsini Diamonds within 14 days.

Which details should be mentioned in your e-mail or our contact form?
  • name;
  • address;
  • date of order;
  • date of receipt;
  • reason for the complaint.

Submitted complaints will be answered within 14 days (calculated from the date of receipt). Does a complaint require longer to process? Then we will keep you informed within this period with a message confirming receipt and an indication of when you will receive a more detailed response. We will send details of further developments and the result of the complaint by e-mail.

TRANSPORT AND RETURNS

How will my order be delivered?

We work together with Bpost or Mikropakket for the delivery of our goods:

  • Parcels worth up to €1,000 are delivered in the Benelux by bpost.
  • Parcels worth over approximately €1,000 are delivered in the Benelux by Mikropakket.

The delivery time for each article is shown on the website. This is purely an indication. If the article is in stock, our delivery times (depending on the exact time of the order) are generally as follows:

  • Belgium: 1 to 3 working days.
  • The Netherlands and Luxembourg: 3 to 4 working days.

If you have ordered various articles then we will aim to group the delivery. The delivery time is then equal to the article with the longest lead time. Is your article not in stock after all? Then we will inform you as quickly as possible. 

How can I track my order?

When you place an order you will receive an e-mail with a track & trace code and an explanation of how to use it. This allows you to track the status of your order via the track & trace system. 

What if you are not at home when your parcel is delivered?
  • Parcels delivered by bpost (< €1,000).
    If you are out when the delivery arrives then the postman will leave a message for you to collect the parcel from the post office. Your order will remain there for up to 3 weeks.
  • Parcels delivered by Mikropakket (> €1,000).
    If you are not at home, a 2nd and 3rd attempt will be made to deliver the parcel free of charge. You can also contact Mikropakket and discuss the most convenient option.
I am not entirely satisfied with the product and I wish to return it. What do I do?

If you are not entirely satisfied with the article that you have ordered from us, or if you have discovered a defect(*), you may exercise your right of withdrawal. Attention: the cost of returning the goods must be paid by the customer.

* This only applies to production errors. Should the damage be due to faulty use of the jewellery, then the right of withdrawal or right to exchange shall no longer apply. 

You have the right to waive your purchase up to 14 days after the delivery date. And you may do that without a fine and without being required to give a reason. During this cooling-off period it is best to take great care of your article and the packaging. You may only use and inspect it as you would in the store.

This right of withdrawal does not apply to:

  • Products that have been made according to the customer’s specifications.
  • Products that are made or adapted to the customer’s individual requirements or selection.
  • Products that are clearly intended for a specific person.
How do I exercise my right of withdrawal?

Should you wish to return an article to which the right of withdrawal applies, you must do this within the cooling-off period of 14 days. To do so you may use the form or send an e-mail to info@orsinidiamonds.com. The following details should be included:

  • Customer details: name, address and e-mail address;
  • the following text: I/we (*) hereby confirm that I/we(*) wish to withdraw from the sale of the following goods/delivery of the following service (*) (delete what is not appropriate);
  • date of order and date of receipt;
  • your name and address.

You will be sent a confirmation as soon as we receive your message. Is your request approved? Then return your article within 14 days of the approval message (at your cost) or bring it to one of our branches.

All accessories (packaging, box, authentication certificate and proof of guarantee) should be included with the product and as close to their original state as possible. Once the product has been returned we will reimburse the amount owed.

Attention: it is your duty as the customer to check whether your purchased articles comply with the contract. You must report any damage, defects and abnormality within 14 days of receipt. 

Can I exchange the article I have bought?

Should the article not entirely satisfy your expectations, you may exchange or return it. Return costs must, however, be paid by the customer.

What terms apply for an exchange/return?

  • The article must be in its original state of shipping.
  • The merchandise must not have been used or damaged.
  • The merchandise must still bear its attached labels.
  • The merchandise must be returned in its original packaging.

Should the product fail to meet these requirements or should they not be reported within the set 14-day period, your request for an exchange or return will not be accepted.

Attention: it is your duty as the customer to check whether your purchased articles comply with the contract. You must report any damage, defects and abnormality within 14 days of receipt.

Articles which may not be exchanged:

  • tailor-made articles; this includes rings that are not ordered from the sizes displayed, rings with settings to measure and bracelets or watches that have been shortened;
  • personalised articles (engraved jewellery, name plates, etc.);
  • orders for handmade jewellery;
  • goods from which the price tag has been removed or damaged.