SHIPPING & RETURNS

1. Shipping

1.1 Processing time & delivery

All pieces are made to order or custom-crafted and typically take 3–6 weeks to be crafted and shipped. All stated delivery timeframes are estimates and may vary in practice. If production or delivery were to take longer than 6 weeks, we will inform you personally and in a timely manner.

1.2 Shipping costs

We currently ship within Belgium only. A fixed shipping fee applies to all orders and will be clearly displayed at checkout before you complete your purchase.

1.3 Carriers

We ship our orders via bpost. Once your parcel has been dispatched, you will receive a tracking number by email so you can follow the progress of your delivery.

1.4 Pick-up

You may also collect your online order free of charge. We offer two pick-up locations:

• Meise

• Brussels studio

Once your order is ready, we will contact you to share the exact pick-up address and to schedule an appointment at a time that suits you.

2. Return Policy

2.1 Right of Withdrawal

As a consumer, you have the right to withdraw from your online purchase without giving any reason within 14 calendar days from the day you receive your order. This right is established under the Belgian Code of Economic Law (CEL, Art. VI.47) and the European Consumer Rights Directive 2011/83/EU.

2.2 How to withdraw

You can notify us of your withdrawal via:

• Email: info@maisonnoorbrussels.com
We will send you an acknowledgement of your withdrawal by email.

2.3 Return of the item

Following your withdrawal, you must return the jewellery within 14 calendar days. You may also bring it in person to our atelier. The piece must be returned in its original condition: unworn, undamaged and in its original packaging. You are liable for any diminution in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item (CEL Art. VI.51 §4).

We recommend sending returns by registered and insured post. Return shipping costs are at your expense, unless the item is damaged or incorrect.

2.4 Refund

We will refund the full purchase amount — including the initial shipping costs (standard delivery rate) — within 14 calendar days of receiving your withdrawal notice, or upon receipt of the returned item (whichever is earlier). The refund will be made via the same payment method you used for the purchase.

3. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to the following categories (CEL Art. VI.53):

• bespoke pieces e.g. our signature bracelet (including engraved or otherwise altered items)

• Sale items : indicated on the product page.

4. Legal Guarantee

4.1 Conformity defects

If a piece of jewellery presents a conformity defect, please contact us at info@maisonnoorbrussels.com. We will arrange repair, replacement or — where this is not possible — a refund, free of charge.

The legal guarantee does not cover normal wear and tear, damage caused by misuse, or damage resulting from external causes (e.g. loss, impact, chemicals).

4.2 Reporting a damaged or defective item

In the event that you receive an item you believe to be damaged or defective, we require you to contact us at info@maisonnoorbrussels.com within 48 hours of receiving the item. Your message must include:

• Your full name

• Proof of purchase (order confirmation or receipt)

• A description of the issue

• Clear photographs of the item and the damage

Claims submitted after this 48-hour window may not be accepted, as we cannot guarantee that any damage occurred prior to delivery. Prompt reporting allows us to resolve the issue as quickly as possible.

5. Contact and Complaints
For any questions or complaints regarding your order, delivery or return, please contact us at: info@maisonnoorbrussels.com.