Shipping and Delivery

Delivery Policy

Processing Times

Ready-to-Ship Products

• Orders for ready-to-ship products are typically processed within 3-4 business days. Once processed, your order will be dispatched and a shipping confirmation email with tracking information will be sent to you.

Custom and Customized Products

• Custom and customized jewellery requires additional processing time. The creation of these items can take between 8-12 weeks, depending on the complexity of the design and current order volume. n agreed upon timeline at purchase will be discussed between customer and designer. Upon completion, the order will be processed for shipping, and you will receive a confirmation email with tracking information.

Shipping Methods and Delivery Times

Domestic Shipping

• We offer several shipping options for domestic orders within Belgium:
  • Standard Shipping: Delivery within 2 business days after dispatch.
  • Insured Shipping: Delivery within 2 business days after dispatch with added insurance for pieces costing 500€ or more.

International Shipping

• International shipping options vary based on the destination and added insurance:
  • Standard worldwide Shipping: Delivery within 10-20 business days after dispatch.
  • Standard Shipping within the European union: Delivery within 5-10 business days after dispatch.

Shipping Fees

• Shipping fees are calculated at checkout based on the shipping method selected, the destination of the order and any additional insurance fees. Free standard shipping is available for domestic orders within Belgium over a 150€ (does not include insurance for orders over 500€).

Taxes and Duties

• For international orders, additional customs fees, import duties, and taxes may apply. These charges are not included in the item price or shipping cost and are the responsibility of the customer. Please check with your local customs office for more information on potential charges.

Order Tracking

• Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number. You can use this number to track your order through the carrier’s website.

Delivery Issues

Lost or Damaged Packages

• If your package is lost or damaged during transit, please write to contact@helene-m.com within 7 days of the estimated delivery date. We will work with the carrier to resolve the issue and ensure you receive your order.

Incorrect Address

• Please ensure that your shipping address is correct at the time of order placement. If an incorrect address is provided, we are not responsible for the delivery of the package. If you realize there is an error in your shipping address, please write to contact@helene-m.com to see if it can be corrected before dispatch.

Missed Deliveries

• If a delivery attempt is made and you are not available to receive the package, it may be held at your local postal facility or the carrier’s office. Please follow the instructions on the delivery notice to arrange for re-delivery or pickup.

Special Delivery Instructions

• If you have any special delivery instructions or requests, please include them in the “Order Notes” section during checkout, or write to contact@helene-m.com. We will do our best to accommodate your needs.