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 within the Benelux typically takes two to three business days. For other destinations, transit time depends on the country.



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 delivered to you. If your parcel is lost in transit, we will arrange a replacement or issue a refund. 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 (Meise) and our Antwerp Store. Select "pick-up" at checkout and wait for the confirmation email before visiting the store.


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.

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 can withdraw within 15 calendar days of delivery and choose a voucher, an exchange or a refund.

Custom-made pieces cannot be returned: pieces with a personal engraving, individually designed pieces, and rings made at your request in a size outside our standard range.


Ring sizing and returns 
Silver and vermeil rings are available in standard sizes 54 & 56. Other sizes can be made at your request; these are custom-made and cannot be returned.

Any ring can be resized by one size up or down.

How do I return my order?
Withdraw within 15 calendar days of delivery via the Withdraw from contract here, or by email to info@lorevankeer.com. Then return the piece within 14 days:

1. Place the jewellery back in its original packaging.
2. Include the delivery note, clearly marked as a return.
3. Send it tracked and insured to: Lore Van Keer, De Beauffortstraat 1, BE–1860 Meise, Belgium. You can also bring it to one of our stores.

Returned pieces should be unworn and in their original condition. We inspect every return; signs of wear or damage will be deducted from the refund. You remain responsible for the parcel until it reaches us.

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 we have received your return, you choose between a voucher, an exchange or a refund to your original payment method.

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.

Will I receive a gemmological report with my diamond jewellery?
When you purchase a piece of jewellery featuring a polished diamond weighing more than 1 carat, you will receive an independent diamond grading report.

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.

I cannot find my size. Can it be ordered?
This is normally possible.
Please contact us so we can confirm your order. Additional costs may apply depending on the design; these will be communicated.
Please note that custom sizes cannot be returned.

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

How do I choose the correct ring or bracelet size?
Consult our size guide.
Professional sizing is available in our stores.

Can a vermeil ring be resized?
Vermeil does not allow structural resizing.
Some designs allow limited adjustment due to their construction.

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 have your own workshop?
All pieces are manufactured in our Belgian atelier by skilled goldsmiths, using established techniques and controlled production processes.

Is the jewellery hypoallergenic?
Vermeil is composed of sterling silver and gold.
Both metals are generally considered hypoallergenic.

Do you offer custom-made jewellery?
We develop bespoke projects in 18K gold with diamonds and precious stones, aligned with the Lore Van Keer design language.
Make an appointment to discuss your idea. Our team will assess feasibility before production.

Can you create a piece using my own stone?
If the stone is compatible with the design, structurally sound, properly cut, and heat-resistant, we can consider it.
Each request is evaluated individually.
Make an appointment to discuss feasibility.

What is the price of a custom project?
Each bespoke 18K gold project is quoted individually.
Pricing depends on design complexity, gold weight, stone selection, and production time.
A formal quotation is provided prior to production.

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 three (3) months can be requested before the expiry date via info@lorevankeer.com.


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

More info on the care page here