FREQUENTLY ASKED QUESTIONS

Made to Order

Each piece of jewellery bought from our website is specifically made for you when you order it. As a result of this, please allow 6-8 weeks from placing your order to your jewellery being dispatched.

If you wish to have something sooner, or by a specific date, then send us an an email at s@stephanievanzwam.com and we will do our best to accommodate your requirements as quickly as possible.



Personalising your order

If you would like to have something personalised for yourself or a loved one then we can have pieces engraved for you. Whether it’s a name, a special date or a hidden message we would love to help you make your piece more personal. Please email s@stephanievanzwam.com with the subject ‘Personalise my Order’ to discuss options.

If you are interested in having a piece of jewellery designed and created specifically for you please email s@stephanievanzwam.com or visit our Bespoke page to learn more.



I really like this but I would like it in a different colour / finish / material

We love working on custom orders and we are always delighted to customise any of our existing designs to suit your preferences.

Please get in touch and we would love to create a customised design for you.



What types of payments do you accept?

We accept payments via Bank Transfer or PayPal, a secure online payment system. PayPal accepts payments with most credit and debit cards or you can also pay via a PayPal account.



Ordering Online

Ordering Online with us is safe and secure. All payments on the website are conducted through PayPal to ensure a safe transaction.



Ring Resizing

If you require resizing there is a charge depending on the complexity of the ring. Resizing takes approximately 2 weeks. We only resize STEPHANIE VAN ZWAM rings.



I don't know my ring size, what should I do?

Unfortunately we cannot work to 'generic' sizes such as Small / Medium / Large because these typical sizes vary greatly from country to country. We can work to EU, UK, and US ring sizes and we can make 1/2 or 1/4 sizes too.

To obtain your ring size if you are unable to visit us in person, you can go to your local jewellery shop to have your finger sized. Measuring your finger with string or paper will not produce accurate measurements; order at your own risk if using sizes obtained in this manner.

Clients are responsible for ensuring that the size ordered is the size that fits them best. We cannot be held responsible for ill fitting if the ring has been made to the size ordered.

For wide rings and wedding bands, particularly mens’ rings, choosing the right size is very important. We always recommend that our customers get professionally sized where possible, and also specify to the jeweller measuring them what the width and depth of the ring they have selected is, as it is important to allow extra size for wider rings. Rings with a thick band or stacking style will feel tighter than a thin band, so we would recommend going for a size larger than your normal ring size.

Your ring should be loose enough to slide over your articulations comfortably.

Below you will find an international ring size guide. Here you can compare European ring sizes with the rest of the world.



Are your diamonds certified?

All diamonds in our bespoke work are GIA or IGI* certified, and our online pieces featuring GIA or IGI certified diamonds will come with either GIA or IGI certifications for the stones.

Small accent stones do not come with certificates.

A diamond certificate, also known as a diamond report, is issued by an accredited independent gemological laboratory. In addition to the diamond’s carat weight and measurements, a certificate includes grades for the diamond’s cut, colour and clarity. Certificates also include other information about the diamond’s polish, symmetry and fluorescence, and also a graphical depiction of the diamond showing the location of the diamond’s inclusions (imperfections).
 *Gemological Institute of America Visit the GIA website International Gemological Institute Visit the IGI website



Can I return my product?

Made to Order and Altered jewellery are not eligible for returns or exchanges as they have been specifically made for you. Bespoke rings and jewellery cannot be returned. Once you commit to going ahead with your commission your 50% deposit is non-refundable as we buy the materials specifically for each commission and they cannot be used for any other order. Our full Return Policy can be found on the Shipping & Returns page, please have a thorough read before making a purchase.



If your jewellery is faulty

If your jewellery is faulty, you must email us at s@stephanievanzwam.com within a reasonable time scale of noticing the faults and in any case, within 2 years from the day of receiving the item. This is in compliance with the 2 years warranty on faulty items prescribed by the Consumer Protection Laws in Switzerland.
Upon close inspection, faulty items will be exchanged or repaired at no cost or refunded in last instance. This will be dealt with on a case by case basis. Please note rhodium plating fading is not considered a fault and we will not refund for this. We do offer a re-plating or polishing service; email s@stephanievanzwam.com to discuss pricing. Please note, the warranty does not cover damage arisen from normal wear and tear, accidents or misuse. In case of a return of a faulty item(s) as described above, STEPHANIE VAN ZWAM will reimburse the buyer as quickly as possible with the relevant amount, after deduction of potential promotions, coupons, reductions or sale advantages that may have been obtained at the time of purchase. When returning a product, the buyer must follow the following procedure: - Contact us: s@stephanievanzwam.com, stating whether you require a refund, with your order number and a brief explanation. We will send you the relevant shipping address and details. - Wrap the product with original packaging securely and place it in a parcel. - Send it by signature parcel. It is important to retain the certificate of postage in order to be able to track the parcel.



Packaging

Engagement Rings will be sent to you in our branded lacquered wooden boxes. Wedding bands or other jewellery will be sent in our branded card boxes. Please rest assured that we always package our items securely and safely.



Jewellery Care

Please visit our Jewellery Care page for more information.



Shipping

Please visit our Shipping & Returns page for more information.



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