Shipping from Belgium

Each Heart of the Ocean order is prepared and shipped from Belgium with the greatest care.

This allows us to maintain better control over shipping, tracking and the quality of the delivery experience offered with every order, especially for our customers in Belgium and France.

2. Order preparation and dispatch

Each Heart of the Ocean order is prepared and shipped from Belgium with the utmost care.

Preparation times may vary depending on current activity, public holidays, busy periods or exceptional circumstances beyond our control.

Once your order has been dispatched, you will receive a confirmation email. When a tracking number is available, it will be shared with you so that you can follow the progress of your parcel with complete peace of mind.

3. Delivery times

Delivery times are provided as estimates at the time of the order or on the website where known.

They may vary depending on the destination, the carrier, logistical controls, the time of year and transport-related circumstances.

In accordance with the rules applicable to distance selling, unless expressly stated otherwise, the order is delivered without undue delay and no later than within 30 days from the conclusion of the contract.

4. Shipping costs

The shipping costs applicable to your order are indicated before final checkout.

They may vary depending on the destination country, the selected shipping method, the weight, the volume of the order or the logistical conditions of the moment.

No mandatory additional charge will be applied unless it has been clearly indicated before the order is confirmed.

5. Receiving your parcel

Upon delivery, we recommend checking the apparent condition of the parcel and the product as soon as possible.

If the parcel is damaged, if a product is missing, if there is an apparent error or any visible anomaly, we recommend contacting us promptly and, where possible, enclosing photographs of the parcel, the packaging and the product concerned.

This helps us handle your request more efficiently and, where appropriate, open a case with the carrier.

6. Incorrect address, unclaimed or refused parcel

The Customer is responsible for the accuracy of the delivery information provided at the time of the order.

If a parcel is returned due to an incorrect or incomplete address, repeated absence, failure to collect within the required time, unjustified refusal of the parcel or any other reason attributable to the Customer, reshipping costs and any related charges may remain at the Customer’s expense, in accordance with the Terms & Conditions.

7. Customs duties, taxes and shipments outside the European Union

For any order shipped outside the European Union, customs duties, import taxes, customs clearance fees, presentation fees or similar charges may be required by the competent authorities or by the carrier in the destination country.

These charges remain exclusively at the Customer’s expense.

Their amount varies depending on the destination country and the applicable local regulations. Heart of the Ocean has no control over these charges and cannot guarantee their exact amount in advance.

If the Customer refuses to pay these charges, any resulting consequences, including blockage, return, abandonment or destruction of the parcel, as well as any related costs, remain at the Customer’s expense.

8. Right of withdrawal

For distance purchases, the consumer generally has a 14-calendar-day period to withdraw from the contract without having to give any reason.

This period begins on the day the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the goods.

To exercise this right, you simply need to notify us of your decision by means of an unequivocal statement, by e-mail or via the model withdrawal form made available in our Terms & Conditions.

Before sending any return, we invite you to contact us via our contact form in order to obtain your return number together with the instructions useful for processing your request.

The Customer must then send back the goods without undue delay and, at the latest, within 14 calendar days from the communication of the decision to withdraw.

9. Return conditions

In order for the return to be processed in the best possible conditions, the jewel must be returned complete, together with its original gift box and all items provided with the order.

The Customer is responsible for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and proper functioning of the product. Such depreciation may be deducted from the refund, within the limits authorised by law.

10. Return costs

Unless expressly stated otherwise, the direct cost of return shipping remains at the Customer’s expense when exercising the right of withdrawal.

We invite you to contact us beforehand via our contact form in order to obtain your return number.

We recommend using a shipping method that provides proof of dispatch and, ideally, tracking. The jewel must be carefully protected for return, and the original gift box itself should be placed inside suitable outer packaging.

Where a return is made without sufficient proof of dispatch or without tracking, the return remains at the Customer’s risk until it has been effectively received by Heart of the Ocean. Heart of the Ocean cannot be held liable in the event of loss, non-delivery, inability to locate the parcel or damage occurring during return transport.

In the absence of a return number, processing of the request may be delayed.

11. Refunds

Where the right of withdrawal has been validly exercised, the refund of the relevant sums is made without undue delay and, at the latest, within 14 calendar days from the date on which we are informed of your decision to withdraw.

We may, however, withhold reimbursement until we have received the goods back or until we have received proof that the goods have been sent back, whichever occurs first.

The refund is made using the same means of payment as that used for the initial transaction, unless you expressly agree otherwise.

12. Exceptions to the right of withdrawal

In accordance with the law, the right of withdrawal does not apply in certain specific cases, including goods made to the consumer’s specifications or clearly personalised. Other legal exceptions may also apply depending on the nature of the product or service concerned.

13. Defective product or issue of conformity

If your jewel shows a lack of conformity, you benefit from the legal guarantee applicable to consumer goods. In Belgium, this guarantee is in principle valid for 2 years from delivery of the goods.

We invite you to contact us as soon as possible, explaining the issue encountered and enclosing photographs where relevant, so that we may review the situation carefully.

A Heart of the Ocean jewel is a creation designed to offer refined brilliance, precious presence and lasting emotion. Like any exceptional jewel, it deserves to be worn, handled and cared for with attention. Alterations caused by a shock, a fall, excessive pulling, improper handling, insufficient care or normal wear therefore do not fall within the scope of the legal guarantee.

14. Need help?

For any question relating to an order, delivery, return or refund, you may contact us via our contact form.

To help us process your request more efficiently, please remember to include your order number.