Deliveries & Returns
+ - Where do you ship to ?
We offer complimentary insured shipping on all European orders. Shipping outside of the Eu is possible upon request by email.
+ - How much do you charge for shipping?
We offer complimentary insured shipping on all European orders above €750.
+ - WILL MY ORDER BE SAFE IN TRANSIT AND DELIVERY ?
All orders are delivered using insured shipping methods.
+ - WHERE DOES MY ORDER SHIP FROM?
All orders are shipped from our Atelier in Antwerp, Belgium.
+ - WILL MY PURCHASE BE SHIPPED IN GIFT WRAPPING ?
For security reasons, products purchased through www.pascalemasselis.be will be delivered in plain outer packaging. Inside you will find that our jewellery is packed in our signature gift wrapping.
+ - IS IN-STORE PICKUP AVAILABLE FOR ITEMS PURCHASED ONLINE?
+ - CAN I EDIT MY SHIPPING ADDRESS?
+ - HOW CAN I TRACK THE STATUS OF MY ORDER ?
You will receive the tracking information once your order is dispatched.
To track your order simply go to Track Your Order and enter your Order ID in the box below and press the “Track” button. This was given to you on your receipt and in the confirmation email you should have received. Please note to use the same email address used during checkout.
If you can’t find the information you are looking for please contact us by email.
+ - DO I HAVE TO PAY CUSTOMS AND DUTIES CHARGES ON INTERNATIONAL ORDERS?
When ordering from Pascale Masselis for international delivery you may be subject to import duties and/or taxes that apply to your country, Pascale Masselis is not responsible for any charges that are incurred from customs/duties whatsoever. Any additional charges or delays for customs clearance are considered outside of our control and Pascale Masselis cannot predict the value of these charges or delays related to customs clearance. For further information on customs and excise policies in your country, please contact your local customs office.
+ - DELIVERY TIME
Normally your order will be processed and shipped on Tuesdays and Thursdays excluding national and public holidays. When items are in stock, orders should arrive within 10 workdays after we have received payment, but this may vary depending on the order & destination. Pascale Masselis is not responsible for any delays of your package during delivery. By placing an order with us, you accept the risk that your package may be delayed during shipment.
Please note that if the design(s) you have ordered are custom made or are no longer in stock, a new one / new ones will be made in our atelier especially for you. In that case, the delivery will be shipped within 4 weeks. We will notify you when the items are shipped and when to expect delivery.
We understand that sometimes time is of the essence, If you wish for a faster delivery don’t hesitate to contact us so we can see if we can make this work.
+ - My package and or its contents were damaged during shipment
Please contact us directly by email.
Please note, If you received a damaged or incorrect item, please email us within 24 hours of receipt.
When the goods are delivered the customer should check the items are in order and indicate any reserves they may have in writing on the delivery note. Please note any anomalies observed ( Parcel opened, damaged, item missing, etc.).
If damage is noticed during delivery please do not accept delivery. If the damage is only noticed after delivery, photograph the damaged item and notify us by phone as soon as possible. We insure all orders against damage during transit. If this happens Pascale Masselis must be notified within 2 calendar days after delivery or the claim becomes void.
+ - Do I need to be present for delivery?
For all deliveries a signature of an adult aged 18 or above will be required upon delivery. Please ensure that you are present and able to sign at the delivery address provided when placing the order. If delivery attempts fail due to a faulty address or no one being present, goods will be returned to Pascale Masselis and the customer will be contacted to arrange further delivery, however, this time shipping will be at the cost of the customer.
Please note that we cannot make deliveries to P.O. boxes.
+ - Problems with shipping
+ - I want to return of exchange a product
Pascale Masselis wants you to be happy with your purchases and we will accept your returned merchandise within the below-stated conditions.
You can return or exchange your item(s) within 14 calendar days following delivery at your own expense. Provided the returned product(s) are in their original condition, unused, undamaged and unworn including the authenticity certificate and safety tag.
Please Note: All custom orders and special orders placed are final sales and non-returnable. When items are re-adjusted in size or form it becomes custom-made and is non-returnable and non-refundable.
When and if your request for return or exchange is accepted we will email you a return authorisation with instructions on how to return the items. You will be responsible for the items until they reach us. All pieces will be subject to a quality control inspection, and the original packaging must be intact. We reserve the right to refuse an exchange or return if the piece received is determined to be damaged. We are not responsible for any additional costs. Once we have received the package we can arrange an exchange, offer you store credit or a refund (excluding shipping costs, refunded within 30 days) less the return shipping fees. Please note International customs charges, duties and sales tax are non-refundable for shipments outside the European Community EU.
Return request frequency is kept on record. Pascale Masselis has the right to refuse a return if excessive return requests are made by the same account or individual.
+ - IF I ORDERED ONLINE, CAN I RETURN OR EXCHANGE MY ITEMS IN-STORE?
Orders can be returned in-store after proper notification through email. We will then schedule an appointment for the return.
+ - CAN I RETURN AN ITEM BOUGHT WITH A GIFT CARD?
Yes, products bought with gift cards can be exchanged or returned for a new gift card.
+ - CAN I RETURN A custom or engraved item?
All custom orders and engraved orders placed are final sale and non-returnable. When items are re-adjusted in size or form it becomes custom-made and is non-returnable and non-refundable.
+ - CAN I EXCHANGE FOR ANOTHER SIZE?
Resizing is available for select items. Please contact us by email to submit a request for resizing. When items are re-adjusted in size or form it becomes custom-made and is non-returnable and non-refundable.
ORDER REJECTION OR CANCELLATION
+ - ORDER REJECTION
We reserve the right at any time after receipt of your order to accept, decline, or limit your order for any reason, whether or not your credit card or PayPal® account has been charged, in our sole discretion. Some of the reasons your order may be declined might be but are not limited to the following: if the Product is unavailable, if pricing is in error, if there are problems concerning credit or an issue of fraud is detected. We will contact you if your order is declined or if we need more information. If your order is declined we will issue a credit to your credit card or PayPal® account for any amount charged with respect to such order and notify you that your order was declined
+ - Client CANCELLATION
If you wish to cancel your order your request must be received within 12 hours of ordering. If your cancellation request is received later than 12 hours after placing the order, shipping might have taken place and we cannot guarantee your request. If and when we accept the cancellation request, the customer will be notified and refunded to the payment method used on our website. Refunds may take a few days to complete, according to the policies set out by our payment processing partner.