When will my order be shipped?
Orders are processed within 48 hours.
Depending on the design, your piece is either dispatched immediately or crafted in our atelier in Meise.
If production is required, we will confirm the estimated making time and dispatch date after your order is processed.
For made-to-order pieces, please allow approximately four (4) weeks before dispatch.
Once shipped, delivery is typically two to three business days. Courier delays can occur and may affect delivery times.

Which countries do you ship to?
We ship to most international destinations.

How are shipping costs calculated?
Shipping costs are calculated at checkout based on the destination country.
Delivery within Belgium is complimentary for orders over €250.
Customs duties and additional charges
International orders may be subject to customs duties, import taxes, or other charges upon arrival in the destination country. These costs are not included in the product price or shipping fee and remain the responsibility of the customer.
Customs charges are set by local authorities. If in doubt, consult your local customs office before placing an order.

Which couriers do you use?
• Belgium (standard): bpost
• Belgium (insured): Mikropakket or DHL
• Europe (standard): DHL
• Worldwide (standard): DHL

How can I track my shipment?
A tracking number is sent by email once your order has been dispatched.

What if my parcel is lost or not delivered?
For home deliveries, we remain responsible until the parcel has been effectively delivered.
If your parcel is lost in transit, we will arrange a replacement or issue a refund.
Once the parcel has been delivered correctly (confirmed by tracking or signature), responsibility transfers to the customer.
For questions regarding delivery status, please contact us.

What if my order is urgent?
For time-sensitive orders, please contact us before placing your order. We will assess feasibility. Additional shipping costs may apply.
You may also inquire about in-store availability for collection.

Can I collect my order in-store?
Collection is available at our Brussels Store & Atelier and Antwerp Store. Select “pick-up” at checkout.
Please wait for the confirmation email before visiting the store.
Once notified that your piece is ready, it must be collected within three (3) months. After this period, ownership rights are irrevocably forfeited.

Does the parcel fit in a mailbox?
Each piece is prepared and presented in a jewellery box. Parcel dimensions depend on the order and shipping method.
In most cases, it will not fit a standard letterbox.

Is gift wrapping available?
All creations are presented in a jewellery box suitable for gifting. No alternative packaging options are available.

Can I choose a specific shipping or delivery date?
It is not possible to schedule dispatch or delivery for a specific date.
For precise delivery timing, we recommend coordinating directly with the courier using the tracking information provided.

Can I return my order?
If you are not satisfied with your online purchase, you may request an exchange, voucher, or refund.
Returns are not accepted for:
- custom-made pieces (including rings) - unique pieces
- sale items
Ring sizing and returns
- Silver and vermeil rings: standard sizes are 52, 54, 56 and 58. Other sizes can be made but cannot be returned. - 18K gold rings are made to size and cannot be returned.
- Any ring can always be resized by one size down or up.

How do I return my order?
You have 15 calendar days from the delivery date to request a return.
To ensure a smooth return process:
1. Place the jewellery back in its original packaging.
2. Include the delivery note in the parcel.
3. Clearly indicate on the delivery note that the item is being returned.

Returns within Europe must reach us within 7 working days. International returns must reach us within 14 working days.

Returned items must be unworn and in their original condition. Returns that do not meet these conditions will not be accepted.

Until the parcel is safely received by us, responsibility remains with the customer. We strongly recommend tracked or registered shipping.
Return address
Lore Van Keer
De Beauffortstraat 1
BE – 1860 Meise
Belgium

Can I exchange my jewellery?
To exchange for another style, size, material, or colour, return your original order and place a new order separately.

Can I cancel my order?
Email info@lorevankeer.com with your order number.
Orders that have already been shipped cannot be cancelled. You may return the item after receipt.

I received the wrong or a damaged item
Email info@lorevankeer.com with your order number and clear photographs showing the issue. We will assess and respond accordingly.

When will I receive my refund?
Once the returned item has been received in good condition, the refund will be issued within 30 days to the original payment method.
Original shipping costs will also be refunded.

I am unsure about my size
Please consult our size guide.
If you prefer certainty, professional sizing is available in our stores.

I have a question about a specific piece
Email us your question and include the product name (and a screenshot if possible). This helps us respond precisely.

Is every design available in-store?
We carry a broad selection of pieces in our stores.
If you would like to see a specific design, please contact us in advance by email or phone to confirm availability.

Can a design be made with a different stone?
Each design is made with a defined material and formal balance.
Silver pieces are offered as designed and cannot be altered.
For bespoke work in 18K gold with diamonds and precious stones, we work by appointment in-store.
Bespoke flow (in short)
- Appointment to discuss the idea and feasibility
- Proposal and quotation
- Production in our atelier

Do you offer discounts?
Our pricing reflects material quality, controlled production, and atelier craftsmanship.
We do not apply discounts.
Reduced pieces are only available during our annual stock sale. Register if you wish to be updated

Which payment methods are accepted?
All available payment methods are shown at checkout.

I am unable to complete my payment
Please try again using a different browser or device.
If the issue persists, email info@lorevankeer.com and include a screenshot of the error message.

Tax-free shopping
We offer tax-free services via Global Blue, both in-store and online.
Please inquire in-store before purchase, or contact us prior to placing your online order to arrange tax-free documentation.

Use this text to share the answer to the question with your customers.

My gift card is (almost) expired. What are my options?
Gift cards are valid for one (1) year from the date of issue.
An extension of up to three (3) weeks may be granted, provided the request is made before the expiration date.
Please contact info@lorevankeer.com to request an extension.
No other exceptions can be made.

More info on the care page here