Frequently Asked Questions

The general terms & conditions and the privacy policy of Izao are part of these FAQ. These general
terms & conditions apply on all agreements, whereby Izao commits itself to perform services or deliver
products for the benefit of the customer.

Please read these FAQ if you have any questions. If you need more information, you can send me an e-
mail at info@izao-jewelry.com, I'll get back to you as soon as possible.

Every Izao piece is made with love. Because I made everything myself I love knowing where my pieces go. Therefore don't hesitate to get in touch, jewelry is something personal and I want to provide as much clarity as possible.


The products

How can I request more information regarding a specific piece (measurements, gemstone size, clarity etc...)?

If the information that you are looking for about an item is not included in the description on the website,
you can submit a request through email. I will do my best to respond as soon as possible, usually within
the same week.

Do you offer ring sizing?

If it is possible to resize the ring I will do so. Please keep in mind that depending on the design and
materials used it is not always possible to re-adjust a finished piece. If I can't resize it, I might be able to
make a similar ring especially for you!

Do you do custom work?

Yes, I do and love to do so!
For bespoke jewelry please contact me via e-mail with your request. For more design inspiration you can
also look up the Bespoke Jewelry page.


Order process

How does the order process for bespoke jewelry work?

If you would like to order bespoke jewelry, you can send me an email at info@izao-jewelry.com. We will
plan a (digital) meeting and will discuss your wishes for the jewelry after which I will send you a
quotation. You can give your approval on the quotation by email. After your approval I will send you an
invoice for 50% of the quotation. I will start working on the jewelry after receiving the 50% payment. After
finishing the jewelry, I will send you several photos. Small changes are included in the price. Significant
changes in the jewelry will be invoiced separately. After your approval on the final version of the jewelry,
I will send you an invoice for the remaining 50% of the quotation. After receiving this payment, I will send
the jewelry to you.

When is an order placed?

You can place an order by adding a jewelry piece to your shopping cart in the webshop of Izao. After
payment of the order, you will receive an order confirmation per e-mail. You can cancel your order within
14 days. Bespoke jewelry cannot be cancelled!


Payment

Can I pay using my credit or debit card?

Yes, you can pay with Paypal which can be linked to your debit or credit card.

What is included in the price that is mentioned in the webshop of Izao?

All rates which are mentioned on the website of Izao are inclusive of VAT unless otherwise agreed.
Shipment costs are not included but will be calculated at the checkout.

Do I need to pay before you send the jewelry?

Yes, if you order from the webshop then you need to pay the full amount before the order is sent.
If you order bespoke jewelry, you need to pay 50% at the start of the project and 50% at the end of the
project. The full amount should always be paid before the order is sent.


Packaging and shipment of the order

What packaging do you use?

Every piece is sent in an original Izao jewelry box.
On every package you will find a wax seal, stamped with the one and only original Izao signet ring.

I'd like to send my order as a gift, can you do gift wrapping?

If you want your order to be wrapped as a gift, please let me know in the "order notes" at the checkout.
If you want to add a note it is also possible, please write in the same section the text you want me to add.

Do you ship right after the order has been placed?

Every piece in stock will be sent within 5 working days. For custom orders allow a minimum of 2 weeks of
production time (per item). It may take more of less time but fear not, everything will be discussed in
advance with you.

Do you ship internationally?

Yes! The value and time of transit will depend on your location, also taxes may be added by local
customs, in no way is Izao responsible for any customs, tax or import costs.

What are the shipping time and prices?

Transit time depends on your location.

If sent with our local postal services, it should take between 3 and 7 days within Europe and cost €12.00 ( items are sent with proof of delivery)
To other countries outside the E.U it might take longer and the costs will be at least €18.00 ( depending on your location).
Parcels can be sent with other postal services as fedex or DHL. It faster  but the prices of theses companies are more expensive (depending on the location the parcel should be sent to), therefore this option must be discussed and agreed in advance.
If you have any specific questions regarding your location please send me an e-mail up front and I will research the possibilities for you.

How do I know my parcel has been shipped?

I ship every parcel with proof of delivery and track & trace number. This code will be provided to you as
soon as your parcel has been sent.


Returns & problems

Can I return my order?

I hope you are happy with your purchase, however, if the piece you received isn't what you expected you

can return it within 14 days after you received it. Before you do so send me an e-mail at info@izao-
jewelry.com to discuss the best way to send the jewelry. Don't send anything back without me knowing

or I won't be able to send you a new piece or a refund. Products are to be returned in perfect condition
and in original, undamaged packaging. Izao reserves the right to refuse any returns. Depending on the
reason the return costs are paid by Izao or by the customer.
Bespoke jewelry CAN'T be returned and should be paid in advance after we've agreed on a design and a
price. Once the package has left Izao's headquarters the sale is final and cannot be returned.

What if my piece is damaged upon arrival?

If your piece is damaged upon arrival please let me know as soon as possible, but at the most within 5
working days. We will discuss the best way to return it to be repaired.

Do you offer warranty on the pieces?

I offer a 6-month warranty for repair if there's a fabrication problem. It is up to Izao to decide whether or
not there is a fabrication problem. If the item has been damaged by the customer, I can repair it as well
(if technically possible) but will charge for this service. I will ask a picture of the damage up front so we
can discuss whether or not it's part of the warranty and if not what the costs will be. I reserve the right to
deny unreasonable repairs.

What can I do if I have a complaint about Izao?

Izao has a complaints procedure. If a customer has a complaint, it can be submitted in accordance with
the complaints procedure. Izao will respond to the complaint within 14 days.

What if we can’t figure it out?

Of course I hope this will never be the case. If so, please be aware that only Dutch law is applicable to
the agreements of Izao. Any disputes will be settled by the court of Rotterdam.


Privacy

What personal data does Izao process of me?

Izao processes the following personal data from a customer when a customer places an order:

- Name
- Address
- Email address
- Phone number
- Bank account number

What does Izao do with this my personal data?

Personal data of the customer will not be made available to third parties, unless otherwise provided by law
or agreement. Izao will only process the personal data of the customer in so far as this is necessary for the
fulfilment of the agreement. Izao will ensure compliance with the applicable laws and regulations, including
at least the laws and regulations regarding the protection of personal data.


Liability

Can Izao be held liable for any damages?

With the performance of the agreement Izao will use all care and expertise that can be reasonably
expected from Izao. Izao is not liable for any direct or indirect damage suffered by the customer, including
consequential damage, that is related to a failure by Izao or by people engaged by Izao in the performance
of the agreement, unless this concerns intent and/or gross negligence.


Intellectual property

What about the intellectual property on the jewelry of Izao?

All intellectual property rights on the jewelry belong to Izao. The customer is forbidden to reproduce,
disclose or exploit the products that contain intellectual property rights of Izao without prior written approval
of Izao.


Problems with the delivery from the part of Izao

What if Izao cannot deliver on time?

If there is a circumstance independent of the will of Izao – for example disruption in the business of Izao
or illness – then Izao has the right to completely or partially terminate the agreement by written notice,
within a reasonable period, without Izao being obliged towards the customer to pay any damage
compensation.