General Terms and Conditions of Sale
LORE VAN KEER BV
Version of 24 September 2026. Applicable to orders and purchases from that date.
1. Who we are and when these terms apply
1.1  The seller is LORE VAN KEER BV, De Beauffortstraat 1, 1860 Meise, Belgium. Company and VAT number: BE 0578.912.727, Register of Legal Entities (RLE) Brussels, Dutch-speaking Enterprise Court. E-mail: info@lorevankeer.com. Telephone: +32 2 449 98 90. Website: www.lorevankeer.com.
1.2  Our shops are located in Meise and in Antwerp, Steenhouwersvest 26, 2000 Antwerp.
1.3  These terms apply to sales to consumers through our webshop and in our shops, and to our maintenance and repair services. Separate B2B terms apply to business customers.
1.4  Each order is governed by the terms in force at the time of the order. You receive them together with your order confirmation. Later changes do not apply to orders already placed.
1.5  The contract is concluded in the language of the webshop version in which you place your order. If you order in the English version of our webshop, these English terms apply.
2. Offer and prices
2.1  The product page, quotation or order form states the piece of jewellery, the materials used, the available options, the price and the expected delivery time.
2.2  Prices are stated in euro and include VAT for deliveries within the European Union. Shipping costs and any other mandatory charges are shown before you confirm your order. For deliveries outside the EU, import duties and local taxes may be payable. These are at your expense, unless stated otherwise at checkout.
2.3  Our jewellery is finished by hand. We show it as accurately as possible. Small variations in colour or pattern that are inherent to natural materials, such as gemstones and pearls, are not a defect where the piece matches its description.
2.4  In the event of an obvious error in the price or product information, which an average consumer should recognise as an error, we are not bound by the incorrect information. We will inform you as soon as possible. You then choose: to have the order carried out at the correct price, or to cancel it free of charge with a full refund.
3. Ordering and paying online
3.1  You select your jewellery and options, enter your details, choose a delivery or pick-up method and then see an overview of your order with the total price. Up to the final step, you can check and correct your details. By clicking the "Pay now" button, you place an order with an obligation to pay.
3.2  The contract is concluded when you place and pay for your order. You immediately receive a confirmation by e-mail containing the details of your order, these terms and the model withdrawal form.
3.3  We keep the details of your order. You can request them at info@lorevankeer.com.
3.4  You pay online when placing your order, using one of the payment methods offered at checkout: Bancontact, iDEAL, PayPal, credit or debit card.
3.5  The jewellery remains our property until the price has been paid in full. The risk passes as set out in article 5.4.
4. Made-to-order and bespoke jewellery
4.1  Some collection pieces are only made after you order them. That does not make them bespoke: the right of withdrawal in article 6 applies to these pieces as normal. The same applies when you choose from standard options such as size, colour or type of metal.
4.2  Bespoke jewellery is a piece made to your individual specifications or clearly personalised, such as a personal engraving or another modification that departs from the standard collection piece. The statutory right of withdrawal does not apply to bespoke jewellery. We will state this explicitly before you give your approval.
4.3  For an individual design, you receive a quotation or order form setting out the design, materials, price and expected timeframe. The order becomes binding once you have approved it in writing and paid a 50% deposit. The balance is payable on collection. Bespoke jewellery is collected in Meise or Antwerp.
4.4  Changes to the design after your approval are possible by mutual agreement. If a change affects the price or the timeframe, we will ask for your approval in advance.
4.5  If you cancel a binding bespoke order, we may charge the costs we have reasonably incurred up to that point, such as design work, materials purchased specifically for your order and work already carried out, up to a maximum of the deposit paid. On request, we will provide you with an overview. If we cancel the order ourselves without a valid reason, we will refund the deposit in full.
4.6  Designs, sketches and models remain our intellectual property. Buying a piece of jewellery does not give you the right to reproduce its design.
4.7  Your statutory rights in the event of non-delivery or a defect remain fully intact for bespoke jewellery as well.
5. Delivery and collection
5.1  Pieces in stock are normally processed within two working days. For pieces made after your order, the lead time is approximately four weeks. The expected timeframe is stated on the product page, quotation or order form. If no timeframe has been agreed, we deliver no later than 30 days after the contract is concluded.
5.2  Once shipped, delivery within the Benelux usually takes two to three working days. For other destinations, the transit time depends on the country. We deliver to the countries available at checkout.
5.3  Shipping costs, and any threshold for free shipping, are shown at checkout.
5.4  We bear the risk of loss or damage until you, or a person designated by you other than the carrier, take physical possession of the jewellery. Please report a damaged, incorrect or missing parcel as soon as possible at info@lorevankeer.com. A tracking notification alone is not conclusive if you dispute receipt.
5.5  If we do not deliver within the agreed timeframe, you may give us an additional reasonable period. If we still fail to deliver, you may terminate the contract and we will refund all amounts received without undue delay. If the delivery date was essential to you and we knew this before you ordered, you may terminate immediately.
5.6  Online orders with in-store collection can be collected in Meise or Antwerp once you have been notified that your order is ready. If an order is not collected within 30 days, we will contact you to agree on a solution.
6. Right of withdrawal for online purchases
6.1  For online purchases, you may withdraw from the contract within 15 calendar days without giving any reason. The period starts on the day after the day on which you, or a person designated by you, take physical possession of the jewellery. If an order is delivered in several shipments, the period starts after receipt of the last shipment. This also applies to online orders that you collect in one of our shops. You may also withdraw before delivery.
6.2  You can withdraw in any of the following ways: through the online withdrawal function received with your order or via email to info@lorevankeer.com or by post to LORE VAN KEER BV, De Beauffortstraat 1, 1860 Meise, Belgium. You meet the deadline if you send your statement before the withdrawal period expires.
6.3  We will confirm receipt of your withdrawal by e-mail.
6.4  Return the jewellery by post or bring it to our shop in Meise or Antwerp no later than 14 calendar days after your withdrawal. You bear the direct cost of returning the goods, except where we delivered an incorrect or defective piece. Please pack the jewellery carefully. We recommend a tracked and insured shipment.
6.5  You may examine and try on the jewellery as you would in a shop. We may charge you for any diminished value resulting from handling beyond that.
6.6  We will refund all payments received, including the cost of the cheapest standard delivery we offer, within 14 days of receiving your withdrawal. We do not refund additional costs resulting from a more expensive delivery method you chose. We use the same means of payment as you used for your purchase, unless you expressly agree to a different means of payment at no cost to you. We may withhold the refund until we have received the jewellery back or you have supplied proof of having sent it back, whichever is earlier. If you withdraw from only part of your order, we refund the price of the returned pieces.
6.7  If you expressly choose to, you may receive an exchange or a credit note instead of a refund.
6.8  The right of withdrawal does not apply to bespoke jewellery as described in article 4.2.
7. In-store purchases
7.1  There is no statutory right of withdrawal for purchases made in our shops. We voluntarily offer the following: you may return an unworn and undamaged collection piece within 15 calendar days of purchase, with proof of purchase, in exchange for another piece or a credit note. Refunds are not possible. This arrangement does not apply to bespoke or personalised jewellery, or to discounted purchases.
7.2  Your legal guarantee (article 8) continues to apply in full to every in-store purchase.
8. Legal guarantee of conformity
8.1  New jewellery is covered by a legal guarantee of two years from delivery. This also applies to bespoke jewellery and to discounted purchases.
8.2  A defect that becomes apparent within one year of delivery is presumed to have existed at the time of delivery, unless we prove otherwise or this presumption is incompatible with the nature of the jewellery or of the defect. For a defect that becomes apparent later, you must show that it already existed at delivery.
8.3  Please report a defect within two months of discovering it, at info@lorevankeer.com or in one of our shops. Where possible, include your purchase details and photos.
8.4  For a covered defect, you are first entitled to repair or replacement free of charge, within a reasonable time and without significant inconvenience. If this is impossible or disproportionate, or is not carried out within a reasonable time or properly, you are entitled to a price reduction or to terminate the contract. Termination is not possible for a minor defect. All costs of remedying a covered defect, including shipping, are borne by us.
8.5  Normal wear and tear, and damage caused by an accident, improper use or work carried out by third parties, are not covered by the guarantee. We assess the cause on a case-by-case basis. Signs of use or the age of the jewellery do not automatically exclude the guarantee.
8.6  Your rights under the rules on hidden defects and product liability remain unaffected.
9. Wear and care
9.1  The plating of a piece of jewellery may change or wear through wearing and friction. How quickly this happens depends on use, contact with substances and the conditions in which the jewellery is worn.
9.2  We recommend removing your jewellery when exercising, showering, swimming and doing household chores. Avoid direct contact with perfume, cosmetics and cleaning products, and do not use abrasive cleaning agents.
10. Maintenance and repairs
10.1  We organise free maintenance sessions twice a year. We announce the dates and the treatments offered in advance. This service does not give an ongoing right to free repairs, resizing or re-plating.
10.2  Inspecting your jewellery and providing a repair quotation are free of charge, even if you do not accept the quotation. We only carry out paid work after your approval. If additional work is needed or the price changes, we will ask for your approval again.
10.3  A repair usually takes about three weeks after your approval. Pieces that are sent to our workshop via our Antwerp shop may require additional processing time.
10.4  You can bring repairs to our shop in Meise or Antwerp. If you wish to send a piece by post, please contact us first at info@lorevankeer.com. Any shipping costs outside the guarantee are communicated in advance. Paid repairs are settled on collection or before the piece is returned to you.
10.5  Repairs that are not collected within six months are moved to an external storage location. During this period, we will try to reach you three times to arrange collection or shipment at your expense.
11. Gift vouchers
11.1  A gift voucher is valid until the expiry date stated on it, and for at least 12 months from issue. It can be extended by three months by sending an e-mail to info@lorevankeer.com before the expiry date.
11.2  You can use the voucher online and in both our shops, in one or more transactions. Any remaining balance stays valid until the expiry date. Gift vouchers cannot be exchanged for cash.
11.3  The right of withdrawal in article 6 applies to gift vouchers purchased online.
12. Liability and force majeure
12.1  Nothing in these terms limits our liability for wilful misconduct or gross negligence, or in cases where the law does not permit such a limitation.
12.2  If force majeure temporarily prevents us from delivering or carrying out a repair, we will inform you immediately. If the force majeure lasts longer than 30 days, either you or we may terminate the contract free of charge. We will then refund any amount you have already paid without undue delay.
13. Complaints and disputes
13.1  You can submit a complaint at info@lorevankeer.com or in one of our shops. Please include your name, your purchase details and a description of the complaint. Photos help us assess it.
13.2  You will receive an acknowledgement of receipt within two working days, and a substantive reply or progress update within ten working days. If a technical assessment takes longer, we will agree on a next contact date with you.
13.3  If we cannot reach a solution together, you can submit a mediation request to the Consumer Mediation Service, North Gate II, Boulevard du Roi Albert II 8 box 1, 1000 Brussels, Belgium, contact@mediationconsommateur.be. The service is free of charge and handles requests in English. We are willing to take part in this mediation. More information on out-of-court dispute resolution is available through BELMED, the online mediation platform of the Belgian FPS Economy.
13.4  You can report a possible breach of consumer law via ConsumerConnect. Such a report is used for supervisory purposes and does not resolve your individual dispute.
14. Personal data and governing law
14.1  For the processing of your personal data, please refer to our privacy and cookie policy
14.2  These terms are governed by Belgian law. This choice of law does not deprive you of the protection of the mandatory consumer protection rules of your country of residence, insofar as these apply to you. The courts designated by law have jurisdiction.