Frequently asked questions

We offer a free yearly in-store cleaning service.

Jewellery is meant to be worn daily but a little tender love and care goes a long way!

We offer a free yearly in-store cleaning service. If you’re not able to come to us please find a local jeweller you trust and bring your jewellery in once a year to get a deep cleanse and general check up!

When dressing we advice to put on jewellery last and to remove your jewellery when applying scents, lotions and sprays. When not wearing your jewelry, store them separately to avoid tangling and scratching. Even a diamond can be scratch by another diamond, so make sure they don’t touch! We also recommend taking off your jewelry when cleaning, swimming, gardening, doing sports and seriously messy cooking.

We’re writing an article with more detailed material-specific care instructions, be sure to sign up for our newsletter and we’ll let you know when it arrives !

We offer a free yearly in-store cleaning service. If you’re not able to come to us please find a local jeweller you trust and bring your jewellery in once a year to get a deep cleanse and general check-up!

Tips to keep your jewellery clean at home:

Mix a few drops of soap with warm water and one piece at a time, soak your jewelry. Use a soft toothbrush to lightly clean each piece and inside the setting of the stone. Rinse with care and dry with a soft cloth or paper towel. Voila, ready to shine!

We do not recommend chemical jewellery cleaners because they can damage certain stones.

We’re writing an article with more detailed material-specific care instructions, be sure to sign up for our newsletter and we’ll let you know when it arrives!

All gemstone rings, especially those with prong settings, should be checked for security annually and worn with relative care. We use our hands constantly, and bumps to the stone or metal can cause shifts and looseness.

We treat all our orders as gifts! For security reasons, we ship using non-descript packaging material, but inside, you’ll find our signature elegant gift packaging – ideal for gifting.

We do offer gift cards, order yours here!

Engraving is possible for jewellery with sufficient space for engraving. The cost of the engraving will be added to your total. Please contact us to enquire about engraving your order. Engraving typically adds five to ten business days to standard order fulfilment.

All our Gift Cards are valid for a period of 12 months starting on the date of purchase following which they expire. A Gift Card cannot be used after the expiry date and any balance remaining upon expiry shall be lost. If you notice an expiry and wish to extend we offer a one-time extension of 3 months provided we receive the inquiry before the first expiry date.

Gift cards can be redeemed online and in-store.

Gift cards can’t be replaced if lost or stolen, please treat your gift cards as if they were cash.

In staying true to our high standards and quality, we offer a Lifetime Warranty to protect against defects in craftsmanship. The warranty does not include normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft. We also cannot cover any jewellery pieces that have been worked on by another jeweller.

In or out of warranty, we are always happy to repair damaged pieces. Fees for this service vary according to the extent of repair.

This depends on the piece. If you bring in jewellery from other designers for repair this will be at your own risk. To ensure we deliver the best possible service we only accept repairs we feel confident to work on.

Rhodium plating is necessary to achieve a bright white finish on white gold. White gold’s true color is off-white. Since gold comes out of the ground yellow, we add white alloys to it to create white gold. Since we can never achieve a perfect bright white, white gold gets plated with a thin coat of rhodium, a rare metal that is a member of the platinum group.

No surface finish is permanent. Daily wear leads to small scratches on the surface of a polished ring. The accumulation of this wear will eventually make a polished ring look less polished and more matte. On the other hand, wearing a matte ring will eventually make the finish look more polished and less matte. If you would like to refresh the matte or polished finish of your ring, please contact us for an appointment.

We understand sizing can be tricky and it is not always easy to get the perfect size on the first try. Depending on the design Pascale Masselis offers one complimentary ring resizing within one whole size, you just pay for shipping if it applies. Resizing will take approximately two weeks to complete.

With our bespoke designs we work together to create a piece that is uniquely yours, a true one-of-a-kind design.

You can schedule an appointment here, or by email or telephone. 

If not in stock our jewellery can usually be made to order in 3–6 weeks from the date the order is finalised. We provide rush services whenever possible, so please inquire about delivery times if you want your jewellery for a specific date.

We love getting to repurpose heirloom jewellery, as it can carry so much sentimental value and is an ethical option for your ring. We can repurpose most of your gold, precious gemstones and diamonds, but need to ensure that your materials are suitable and in good condition. Please make an appointment in our atelier to do so.

We’re happy to work remotely, and are proud to be serving people all over the world with both normal and bespoke orders. E-mail or call us at +32 497 31 96 09 to arrange an online consultation.

Please allow 2-5 days for us to respond as custom queries require extra time and attention.

We suggest you start with exploring our collection to determine your preferences. This can be done online but if you happen to be in the Antwerp area, we recommend beginning the experience with a private consultation and learning about our creative process—from design and diamond/gemstone education to material selection. We know that this process may be unfamiliar and are committed to providing the highest levels of service, consideration and care. Custom commissions are by appointment only; please call +32 497 31 96 09  to schedule your appointment.

Every piece is made in-house, so we have power over the materials and labour going into your piece. Tell us your budget and we will try to adjust the materials and design to accommodate it.

There is no upcharge for custom design, the price purely depends on the amount of labor and the type of materials involved in your piece. So no, custom is not more expensive than a ready-made piece, unless you want it to be. We suggest looking through our collection to get a feel for pricing.

Alls details about shipping and returns can be found on our Deliveries & Returns page.

Try-ons are available in-store in Antwerp.

You don’t need to create an account but in doing so we will be able to assist you better if anything comes up after ordering.

An order confirmation email is system generated and automatically sent out once your order is approved. If you did not receive your email, please contact customer service and they will forward a copy to your confirmed email address.

If not in stock our jewellery can usually be made to order in 3–6 weeks from the date the order is finalised. We provide rush services whenever possible, so please inquire about delivery times if you want your jewellery for a specific date.

Prices of our Products are indicated in Euros (€).

Pascale Masselis reserves the right to modify the prices of Products offered on the Website at any time without prior notice. You will be charged the prices displayed on the Website at the time your order is confirmed, provided the Product you ordered is available at that precise time. However, we cannot guarantee that no errors have occurred and reserve the right to reject or to cancel your order for any reason, including if the product is incorrectly priced.

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.

We accept all major credit and debit cards as well as Paypal.

VAT is charged at 21% and is included in the retail price. We are not able to handle VAT-exempt sales online.

We offer a free yearly in-store cleaning service.

Jewellery is meant to be worn daily but a little tender love and care goes a long way!

We offer a free yearly in-store cleaning service. If you’re not able to come to us please find a local jeweller you trust and bring your jewellery in once a year to get a deep cleanse and general check up!

When dressing we advice to put on jewellery last and to remove your jewellery when applying scents, lotions and sprays. When not wearing your jewelry, store them separately to avoid tangling and scratching. Even a diamond can be scratch by another diamond, so make sure they don’t touch! We also recommend taking off your jewelry when cleaning, swimming, gardening, doing sports and seriously messy cooking.

We’re writing an article with more detailed material-specific care instructions, be sure to sign up for our newsletter and we’ll let you know when it arrives !

We offer a free yearly in-store cleaning service. If you’re not able to come to us please find a local jeweller you trust and bring your jewellery in once a year to get a deep cleanse and general check-up!

Tips to keep your jewellery clean at home:

Mix a few drops of soap with warm water and one piece at a time, soak your jewelry. Use a soft toothbrush to lightly clean each piece and inside the setting of the stone. Rinse with care and dry with a soft cloth or paper towel. Voila, ready to shine!

We do not recommend chemical jewellery cleaners because they can damage certain stones.

We’re writing an article with more detailed material-specific care instructions, be sure to sign up for our newsletter and we’ll let you know when it arrives!

All gemstone rings, especially those with prong settings, should be checked for security annually and worn with relative care. We use our hands constantly, and bumps to the stone or metal can cause shifts and looseness.

We treat all our orders as gifts! For security reasons, we ship using non-descript packaging material, but inside, you’ll find our signature elegant gift packaging – ideal for gifting.

We do offer gift cards, order yours here!

All our Gift Cards are valid for a period of 12 months starting on the date of purchase following which they expire. A Gift Card cannot be used after the expiry date and any balance remaining upon expiry shall be lost. If you notice an expiry and wish to extend we offer a one-time extension of 3 months provided we receive the inquiry before the first expiry date.

Gift cards can be redeemed online and in-store.

Gift cards can’t be replaced if lost or stolen, please treat your gift cards as if they were cash.

Engraving is possible for jewellery with sufficient space for engraving. The cost of the engraving will be added to your total. Please contact us to enquire about engraving your order. Engraving typically adds five to ten business days to standard order fulfilment.

In staying true to our high standards and quality, we offer a Lifetime Warranty to protect against defects in craftsmanship. The warranty does not include normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft. We also cannot cover any jewellery pieces that have been worked on by another jeweller.

In or out of warranty, we are always happy to repair damaged pieces. Fees for this service vary according to the extent of repair.

This depends on the piece. If you bring in jewellery from other designers for repair this will be at your own risk. To ensure we deliver the best possible service we only accept repairs we feel confident to work on.

Rhodium plating is necessary to achieve a bright white finish on white gold. White gold’s true color is off-white. Since gold comes out of the ground yellow, we add white alloys to it to create white gold. Since we can never achieve a perfect bright white, white gold gets plated with a thin coat of rhodium, a rare metal that is a member of the platinum group.

No surface finish is permanent. Daily wear leads to small scratches on the surface of a polished ring. The accumulation of this wear will eventually make a polished ring look less polished and more matte. On the other hand, wearing a matte ring will eventually make the finish look more polished and less matte. If you would like to refresh the matte or polished finish of your ring, please contact us for an appointment.

We understand sizing can be tricky and it is not always easy to get the perfect size on the first try. Depending on the design Pascale Masselis offers one complimentary ring resizing within one whole size, you just pay for shipping if it applies. Resizing will take approximately two weeks to complete.

With our bespoke designs we work together to create a piece that is uniquely yours, a true one-of-a-kind design.

You can schedule an appointment here, or by email or telephone. 

If not in stock our jewellery can usually be made to order in 3–6 weeks from the date the order is finalised. We provide rush services whenever possible, so please inquire about delivery times if you want your jewellery for a specific date.

We love getting to repurpose heirloom jewellery, as it can carry so much sentimental value and is an ethical option for your ring. We can repurpose most of your gold, precious gemstones and diamonds, but need to ensure that your materials are suitable and in good condition. Please make an appointment in our atelier to do so.

We’re happy to work remotely, and are proud to be serving people all over the world with both normal and bespoke orders. E-mail or call us at +32 497 31 96 09 to arrange an online consultation.

Please allow 2-5 days for us to respond as custom queries require extra time and attention.

We suggest you start with exploring our collection to determine your preferences. This can be done online but if you happen to be in the Antwerp area, we recommend beginning the experience with a private consultation and learning about our creative process—from design and diamond/gemstone education to material selection. We know that this process may be unfamiliar and are committed to providing the highest levels of service, consideration and care. Custom commissions are by appointment only; please call +32 497 31 96 09  to schedule your appointment.

Every piece is made in-house, so we have power over the materials and labour going into your piece. Tell us your budget and we will try to adjust the materials and design to accommodate it.

There is no upcharge for custom design, the price purely depends on the amount of labor and the type of materials involved in your piece. So no, custom is not more expensive than a ready-made piece, unless you want it to be. We suggest looking through our collection to get a feel for pricing.