Customer service

Ourojewels will always do its utmost to provide you with the best service. Both in the shop in Roosendaal and in the webshop. We hope to be able to provide you with as much information as possible on our webshop, if there are still some ambiguities, you can find some frequently asked questions for each topic below with an answer.

If there are still matters unclear to you or do you have any questions about it, please contact us via +31 (0)165 870 017 or via shop@ourojewels.com

Of course, you can always walk into our store!

 

Order

 

How do I find the product of my choice?

You can use the menu structure in the navigation bar by clicking “Products” or using the search function. You can search by keyword or product name.

Didn’t find what you were looking for?

Please contact us at +31 (0)165 870 017 or via shop@ourojewels.com

How do I place an order?

Place the product of your choice in the cart by clicking on the “in cart” button. Then click “continue shopping” to see the range or click “continue to checkout” to settle. Do you have everything you’re looking for? Then fill in your details and go through the 5 steps to complete your order.

Ourojewels also offers you the opportunity to create a personal account.

When you choose to keep your data, you only need to enter your personal information once. This account provides insight into previous orders and makes it possible to place an order again with the click of a mouse.

Finally, it offers additional possibilities such as a wish list (bookmarks), multiple delivery addresses, tags, revieuws, etc. You will be automatically asked at step 1 of the payment procedure if you are interested in a personal account.

Will I receive a message when I place an order?

You will receive an order confirmation and, depending on your payment method, you will receive a payment confirmation on your completed email address or phone number. Once your order has been packed and sent through the warehouse, you will receive an email with a Track & Trace code, which allows you to see the status of your order.

Payment methods

What payment options do you have?

You can pay by iDEAL, Mistercash or in advance by bank.

Ideal

With iDEAL, you can safely and easily deal within your trusted internet payment environment. This method is possible with the following banks:

  • ABN Ambrose
  • ING Bank
  • Fortis Bank
  • Rabobank
  • SNS Bank
Bancontact Mistercash
With Mistercash, you can pay easily, quickly and above all safely and reliably from Belgium.

Advance by bank

You can also pay in advance per bank, this option you can choose during the payment process at step 5 when placing an order. When we receive your amount, you will receive a confirmation and the product will be shipped to you.

Delivery & Delivery times

What are the shipping costs?
All orders in the Netherlands and Belgium are shipped free of charge. Your order will be shipped by PostNL and you will receive the track & trace code from your package so you can follow it.
What is the delivery time of my order?

When a product is in stock it will be delivered within 5 business days. If a product has a longer delivery time, we always contact you.
Can I pick up my order?

You can pick up the ordered products in the store. During checkout, you can click on step 3 whether you want to send the product or if you want to come and pick it up. The products can be picked up during our opening hours:
Monday 1 pm to 5 pm
Tuesday 10 am to 5 pm
Wednesday 10am-5pm
Thursday 10 am to 5 pm
Friday 10am-8pm
Saturday 10am-5pm
Sunday 1pm-5pm (last Sunday of the month.)

Return & Warranty

Can I return my order at all times?

You have the right to return your order within 14 business days. The right to a refund expires after 14 working days, after which the guarantee period enters into force. When returning, take into account the following conditions:

  • Returned items are only handled when these items are undamaged and not worn from the order. Also, the safety label must not be broken
  • The cost of returning the relevant items will be at your own expense.
  • Before returning the order, always contact us at +31 (0)165 870 017 or via shop@ourojewels.com

How can I return my order?

The responsibility and cost of returning will be borne by you, unless otherwise agreed (in case of defects, for example). If you return the order unfranked, we are forced to charge additional costs of up to € 12.50.

Does your product unexpectedly show flaws?

Contact our branch by phone or email as indicated above. The warranty period varies by product. We will try to find a suitable solution for you.

View orders

Once you have created a personal account during the ordering process, it is possible to view the status of your order or previous orders by logging into your account.

Customize account information

If you have a personal account, you can customize personal information, view or reorder previous orders, change or add shipping addresses, etc.

If you have any questions please contact us via +31 (0)165 870 017 or via shop@ourojewels.com