Shipping & FAQ

Ordering

    How fast are orders processed?

    We ask that you allow 1-2 days for most orders to be processed. Please note that some of our pieces are made-to-order and require additional time. Once it is ready to ship out, you will receive an email notification with all of your tracking and shipping info!

    Can I update/cancel my order or change my shipping address after placing?

    Yes, please reach out to aurore@aurorehavenne.com as soon as possible for assistance.

    Do you have a shop where I can try on?

    Yes, we do! Feel free to visit us at 57 rue de Flandre, 1000 Brussels. Our hours are 11-7pm Tuesday through Saturday.

    Do you do special orders or custom work?
    At the moment, we are not able to accommodate any custom orders. If there is an item that you would like to see or have an idea about, please email aurore@aurorehavenne.com-- we would love to hear your feedback!
     
     

    Shipping

    How long does shipping take?
    For jewelry orders we partner with Bpost so your package arrives as quickly and safely as possible. We ship out of our Brussels office and depending on delivery location, shipping can take between 1-6 business days. Please also refer to the individual product page, as fulfillment time varies by product. You can always track your order through the shipping confirmation email sent after your order is sent out. If you need help finding your tracking number or have further questions about shipping, please email us at aurore@aurorehavenne.com.

    Do you ship internationally?
    Yes, we do! We currently ship to Europe, the US, Australia, Canada and Brazil.  For international orders, please allow 5-7 additional business days for your package to arrive. 
     
    International Taxes & Duties
    Please note that once your order arrives in the country of destination, local guidelines apply and your order may be subject to country 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 postal office for rates or calculate expected duties and taxes here. 

     
    Where is my order? I’m having problems with tracking.
    Bpost takes about 1-2 days to update tracking initially. If you are having issues with tracking your order, please email aurore@aurorehavenne.com for inside info.

     
    Lost Packages
    If your package is lost in transit, please email us right away at aurore@aurorehavenne.com and we will try our best to solve the issue. Please note that Aurore Havenne is not responsible for lost or stolen items once declared 'Delivered' by the delivery service.
     

    Returns & Warranties

    What is your return policy?
    We offer returns up to 30 days from receiving. To initiate a return, please reach out to aurore@aurorehavenne.com
     
    Can I return or exchange my online purchase in store?
    At this moment we are unable to accommodate in-store returns or exchanges for purchases made online. Online purchases can only be exchanged online via our returns link. Contact aurore@aurorehavenne.com

    Does my order include a warranty?
    We include a six month warranty and would be happy to repair any damages within this period. Our warranty does not cover general wear & 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 return any items once they have been altered by a third party jeweler.

    What if I ordered the wrong size?

    Please reach out to aurore@aurorehavenne.com to get in touch with our customer experience team.

    Can I return an internationally shipped order?
    You may return an internationally shipped order for a refund. Please note that the customer is responsible for paying for shipping back to us. Feel free to reach out to aurore@aurorehavenne.com to get set up with the return process.

    Can I exchange an internationally shipped order?
    Unfortunately we cannot accommodate international exchanges, but items can be returned for a refund in which you can use towards another purchase, if you choose to. Please note that the customer is responsible for paying for shipping back to us. Feel free to reach out to aurore@aurorehavenne.com to get set up with the return process.
     
    My piece broke within the warranty period. How do I initiate a repair?
    For help with this, please send over a photo of the repair and order number to aurore@aurorehavenne.com to get started on the repair process.
     
    My piece broke outside of the warranty period. Do you accept fixes for additional fees?
    For help with this, please send over a photo of the repair and order number to aurore@aurorehavenne.com. From there, we will be able to give you a quote if applicable.
     

    Other

    How do I stay up to date?
    We would love to stay in touch with you! Please follow us @aurorehavenne on Instagram, Facebook, Pinterest, or sign up our email newsletter.
     
    I’m interested in becoming a wholesale partner of Aurore Havenne. What do I do?
    Please reach out to aurore@aurorehavenne.com
     
     

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