FAQ

Q: Can I use my credit card safely on your website?
A: You can make your purchases totally securely on www.thea-jewelry.com. We use a Secure Socket Layer certificate, which ensures that every transaction is handled securely.

Q: When will my purchase be debited from my credit card?
A: The company thea Jewelry will charge the full amount to your credit card when you place your order.

Q: Where is my order?
A: Personalized objects are delivered within four to six weeks. Orders placed Monday to Friday before 15h00 are processed on the same day, except for public holidays. All orders placed after 15h00 are processed on the next working day. Orders placed on Fridays after 15h00 are processed on the following Monday.

Q: How will I know when my order has been dispatched?
A: The moment your order is dispatched, we will send you an e-mail confirmation with your tracking information. Don’t forget to check your junk mail folder.

Q: Do you deliver internationally?
A: Yes, we send our international orders via UPS and national orders via Bpost. Delivery rates are as follows 6,05€ for Bpost and 40 € to 80 € for UPS. The delivery time depends on the carrier to the final destination, but you can expect an average of between 2 to 3 days working days with UPS and 1 to 2 working days with Bpost.

Q: Can I get my order delivered faster?
A: No, the timing is always the same.

Q: What forms of payment do you accept?
A: Currently, we accept Visa, MasterCard, American Express and Paypal for all orders.

Q: Can I return or exchange my personalized item?
A: We’re confident that you will be completely satisfied with your purchase on www.thea-jewelry.com. We cannot accept cancellations or returns of personalized items because they are made to order. Therefore, all personalized items are a definitive sale. If there is a defect in such an item, please e-mail our customer service department at contact@thea-jewelry.com.

Q: What should I do if I’ve ordered the wrong size?
A: The company Thea Jewelry does not take back or exchange jewels, so you must ensure you order the correct size by going to a jeweler.

Q: Can I have my order sent to a PO box?
A: The company Thea Jewelry does not deliver to PO boxes. PO box addresses can only be used for billing, but deliveries must be sent to a standard street address.

Q: What is rose gold?
A: Rose gold is an alloy of 75% gold, 20% copper and 5% silver. Our rose gold is of the highest quality and the company Thea Jewelry is a firm advocate of personalized items and products made from this metal.

Q: What should I do if my jewel gets broken?
A: Each jewel comes with a six-month guarantee. If something should happen to your jewel during its period, all you have to do is send us an email to the following address : contact@thea-jewelry.com and we’ll carry out the necessary repair. Your jewel must be sent to the address below (regretfully at your expense) and it’ll be returned (absolutely free of charge) within 2 to 4 weeks from when we receive it.

Thea Jewelry
Attn: Audrey Carbonel
Drève de Lorraine, 43
1180 Brussels
Belgium


If your jewel is no longer under guarantee, you can obviously contact us by email at the following address and we’ll be more than happy to provide you with a repair estimate.

Repair prices are as follows:
- Jewel with from 1 to 3 diamonds missing: 50€ excluding delivery cost
- Bent jewel: 80€ excluding delivery cost
- Broken jewel between the chain and the letters: 50€ excluding delivery cost
- Broken jewel in the letters: 100€ excluding delivery cost
The prices are merely indicative and we reserve the right to modify the tariff if your jewel is unusually damaged.

Your jewel must be sent at your expense to the address below and it’ll be returned to you at your expense within 2 to 4 weeks from when we receive it.

Thea Jewelry
Attn: Audrey Carbonel
Drève de Lorraine, 43
1180 Brussels
Belgium

Q: How to take good care of my jewel ?
R: Are you in love with your jewel? We believe you are and we want to help you keep it alive for as long as possible.

Here are some recommendations to take good care of it:

Silver jewels oxidises naturally with air and humidity. You can keep the silver shiny, by removing the oxidation with a special cloth. If you are not wearing your jewel, keep it in a closed bag that protects it from air, this will delay the oxidation process.

The patina of rose gilded silver jewels tends to disappear over time and the speed of its disappearance depends on the way in which the jewellery is cared for. Avoid contact with perfumes, make-up and even water. Loss of patina is a normal phenomenon from wear and tear.

We know that you want to wear your jewel every day and every night, but we suggest taking it off and leaving it on your bedside table at night!