FAQ
MATERIALS
What is 18k recycled gold?
ODRIE chooses to use 18k gold, which equals 75% pure gold and 25% other metals to guarantee the golden radiance and quality as well as the profound strength of the jewelry. 18k gold can be fully recycled, closing the waste cycle for numerous uses such as smartphones, laptops, cars and jewelry.
What is the difference between mined and recycled gold?
Gold can be recycled sustainably, ensuring that the impact on the environment is reduced, while maintaining the quality of the gold. The extraction of gold and diamonds raises ethical and ecological problems and has led to water pollution, soil erosion, deforestation, violence, child labour, poverty and displacement of local communities of the extractive countries. By resolutely opting for recycled gold and lab-grown diamonds, ODRIE avoids contributing to these effects of gold and diamond mining.
What are labgrown diamonds?
Lab-grown diamonds are diamonds that, unlike natural diamonds, are not mined, but grown by imitating the growth process of diamonds under optimally controlled conditions in a laboratory. For more information on our responsible resources and the production process, please have a look at our page on “Responsible Materials”.
What is the difference between mined and labgrown diamonds?
The difference between mined and labgrown diamonds can be found in the origin of the diamonds. Natural diamonds are formed from pure carbon that has been exposed to extreme conditions over millions of years at a depth of about 150 kilometres below the earth’s surface. The high pressure and heat applied turns the carbon into a diamond that is propelled up by volcanic forces and eventually mined. Meanwhile, lab grown diamonds are grown by simulating a diamond’s natural growth process under optimally controlled conditions in a lab, either through the High Pressure, High Temperature method or the Chemical Vapor Deposition method. For more information on our responsible resources and the production process, please have a look at our page on Responsible materials
How do you determine the quality of a labgrown diamond?
As with mined diamonds, the quality of a labgrown diamond is determined by the 4Cs standardisation system, which assesses a diamond’s color, clarity, carat weight, and cut.
For more information on our responsible resources, please have a look at our page on “Responsible Materials”.
What quality of labgrown diamonds are used?
Our labgrown diamonds have color D-E-F and clarity VS1-VS2.
What makes a labgrown diamond ecologic and ethical?
By growing labgrown diamonds, there is no need to be dependent on diamond mining, ensuring that the impact on the environment is reduced, while maintaining the quality of the diamonds. The extraction of diamonds and gold raises ethical and ecological problems and has led to water pollution, soil erosion, deforestation, violence, child labour, poverty and displacement in the local communities of the extractive countries. By resolutely opting for lab-grown diamonds and recycled gold, ODRIE avoids contributing to these effects of diamond and gold mining. Moreover, producing labgrown diamonds does not require heavy physical labour. Although high levels of energy are required in the production process, production sites resort to green energy sources.
SIZE AND FIT
What is my ring size?
More information about ring sizes can be found in our size guide.
In case you want to be sure you have the right ring size, please visit our point of sales where we can measure the size for you.
Can my ring be resized?
In some cases, rings can be resized, however, this is very item specific. Therefore, we recommend reaching out to us by sending an e-mail to info@odrie.com or visiting our point of sales in case you have any questions.
Do bracelets and necklaces come in different lengths?
All necklaces have standard sizes that vary between 40-45 cm.
Can lengths of bracelets and necklaces be adjusted?
Most of our bracelets and necklaces have multiple eyelets, enabling you to adjust the length.
In case the bracelet or necklace you ordered is too short or long, we suggest returning the item and sending an e-mail to info@odrie.com to request a made to measure bracelet or necklace. Based on your measurements, we will come back to you with a price offer.
POINT OF SALES
Where do you have point of sales?
Currently ODRIE has one point of sales, which is located at the Kapelstraat 9, 3500 Hasselt, Belgium.
APPOINTMENT
I want to make an appointment at the point of sales. How should I schedule this?
Please visit our page on the point of sales, where you can leave your contact details and availabilities for an appointment. We will contact you as soon as possible to schedule an appointment.
What is a diamond party?
Diamond parties is a concept we work with, where we present some of our jewelry at your home for your guests.
Ahead of the diamond party, we arrange a video call with you to go over the details. You invite your friends (recommended size of approximately 15 people) and provide some bites and drinks. During the diamond party, we come to your home with our jewelry, giving your guests the chance to try on the jewelry, to get additional information on labgrown diamonds and to ask questions.
How can I organise a diamond party?
If you are interested in hosting your own diamond party, please contact us at info@odrie.com.
ORDER
What if an item is not in stock?
We try to make sure that we have enough stock to meet the demand of our customers. Nevertheless, pieces can be out of stock from time to time. For rings in particular, not all sizes may be in stock as they vary greatly. When items are out of stock you can still place an order. In this case, your parcel will be delivered within 8 to 10 weeks.
Do I get an order confirmation after placing an order?
Once your order is processed, an order confirmation is sent by email. If you did not receive the order confirmation within the hour, please first check your spam or contact us via info@odrie.com.
Can I cancel or change my order?
You have 24 hours to cancel your order or change your details.
I want to order online and pick my parcel up at a point of sales, what should I do?
When ordering online, one of the options when determining the delivery of the product is a pickup at the point of sales. If by mistake you did not select this option, note that you have 24 hours to change your order, including the delivery address.
Do I get an invoice of the jewelry I bought?
You can request an invoice when placing your order. In this case, we will send you the invoice per email after the confirmation of your order. If you did not receive the invoice, please first check your spam or contact us via info@odrie.com.
PRICE AND PAYMENTS
Are VAT included in the price?
The prices as shown on the webshop always include VAT and all other required duties or taxes.
What payment methods do you offer?
Payments can be made by PayPal, Bancontact, Visa, Mastercard and American Express.
Are payments online via Odrie.com safe?
All payments are secured.
I am encountering issues with the online payment. What should I do?
In case the online payment does not work, please do not hesitate to contact us at info@odrie.com so we can see how to best accommodate you.
SHIPPING
To which countries do you ship?
At the current time, parcels can only be shipped to Belgium. In case of questions or specific requests, please contact the customer service at info@odrie.com.
How much does shipping cost?
Shipping costs are free of charge.
How long does it take to deliver?
On average, deliveries for items in stock can take up to 5 days. However, delivery times may vary due to unforeseen circumstances or around holiday periods.
Can I choose a delivery date and hour?
When placing an order, you can select a delivery date. However, for security reasons, no time can be specified, nor can you track your parcel in detail.
Can I track my order?
You can only track your order to a limited extent to ensure secure delivery.
Is a signature required upon delivery?
Yes, your signature on the delivery note and proof of identity is required upon delivery.
Can the delivery guy leave the package somewhere or can it be delivered to my neighbour when I am not at home?
Parcels can only be delivered to the provided address. In case the first delivery attempt fails, a second attempt will be made on a new date proposed by you.
RETURNS
Can personalized items be returned?
No, due to the nature of personalized, customized or custom-made items, the right of withdrawal cannot be claimed for these items.
The delivered items are damaged. What should I do?
The delivered jewelry is covered by a two-year legal guarantee for non-conformity. When discovering the defect, you should submit your claim of non-conformity of the good as soon as possible and no later than 2 months after its detection.
If your claim is upheld, you can choose whether you want to replace the item with a new one or prefer a free repair service. Your costs of return will be covered by ODRIE.
Please submit your claim to the customer service at info@odrie.com, enclosing your ODRIE International Certificate of Authenticity issued by ODRIE or an official retailer at the point of sales, and pictures of the defect. Please highlight that it considers the return of (a) damaged item(s), with the following information:
Name:
Order reference:
Returned item(s) (reference number and size):
Reason for return:
Email Address:
Phone number:
Choice of exercise of legal guarantee, i.e., refund or free repair:
Complete delivery address, if chosen for a free repair and the delivery address deviates from previously indicated delivery address (street and floor, city and zip code):
When I return an item, will I be refunded?
Whether or not you can request a refund when returning an item depends on the reason for the return. In case it considers the return of an item due to non-conformity, you will be fully refunded if your claim is made within the two-year legal guarantee period and is found to be well-founded, and you opt for this option over repair. If a product is returned within the general reconsideration period of 14 days after purchase, you will be fully refunded within 14 days counted from the return date of the product, i.e., arrival at place of return.
Although I bought an item online, can I return it to a point of sales?
Yes, you can directly return the item to a point of sales within 14 days counted from the date of delivery.
Are returns free?
No, returns within the framework of the right of withdrawal will be covered by the client. For a damaged item of which the claim has been found to be justified, ODRIE will bear the return costs paid by the client. For more information, please read our Terms & Conditions.
How do I arrange a return?
When returning an item, please fill in a request for return. You will receive a confirmation email of your return request. You have 14 days counted from the receipt of the parcel to return the item to ODRIE’s point of sales at Kapelstraat 9, 3500 Hasselt, Belgium, either in person or by postal service.
When using postal service, we recommend that you return the package in a secure and traceable manner. Unfortunately, ODRIE cannot be held responsible for the costs and risks associated with the return.
Note that in order to be entitled to a full refund when returning a product, you must return the product, its packaging, and associated accessories and documents in its original condition within the 14 days counted from the date of delivery.
For more information, please read our Terms & Conditions.
For inquiries, you can always contact us via info@odrie.com.
EXCHANGE
Can I exchange a purchased item?
Only directly at a point of sales you can exchange the item within 14 days counted from the date of delivery.
Online you can fill in a request for return of the purchased item within 14 days counted from the date of delivery. In case the conditions of return are met, you receive a full refund. You can order a new item in our webshop at any chosen time.
For more information, please read our Terms & Conditions.
For inquiries, you can always contact us via info@odrie.com.
Although I bought an item online, can I exchange it at a point of sales?
Yes, you can directly exchange the item at a point of sales within 14 days counted from the date of delivery.
LEGAL GUARANTEE
What is a legal guarantee and when can a claim be made?
As stipulated by Belgian law, we offer a legal guarantee of two years in case of non-conformity of the delivered goods. When making a claim under this legal guarantee, you must present your International Certificate of Authenticity issued by ODRIE or an official retailer at a point of sales, as well as pictures of the defect. As customer, you must submit your claim as soon as possible after discovering the defect, no later than 2 months after its detection. A claim can be submitted by email to the customer service at info@odrie.com. Upon receipt, we will share the next steps of the verification process. If the claim is upheld, you have two options to choose from: replacing the item with a new one or repairing the item, both free of charge.
After the two-year period of the legal guarantee, the rules of the guarantee for hidden defects apply again. Note that in order to make a claim, again, the International Certificate of Authenticity, issued by ODRIE or an official retailer at the point of sales, must be presented.
What is covered under this legal guarantee?
The non-conformity of the goods, meaning that the delivered jewelry does not correspond to what was ordered. The legal guarantee does not apply if you were aware of the defect at the time of sale or if you caused the defect, e.g., by incorrect handling of the jewelry or improper repair or maintenance by third parties.
My jewelry is damaged and the two-year period of the legal guarantee has expired. What can I do?
Once the legal guarantee of two years has expired, the responsibility for the repair cost of your jewelry depends on the type of defect and the timing of the occurrence of the defect. ODRIE is only responsible for the free repair of hidden defects that already existed at the time of sale. Other defects can be repaired by ODRIE for a service fee. For more information, please contact us at info@odrie.com.
CERTIFICATION
Do you get a certificate when purchasing an item?
Yes, each purchased item is accompanied with a Certificate of Authenticity, which describes the jewelry in detail, including the total carat, and serves as proof of purchase.
Do you receive a diamond certificate as well?
Some diamonds are supplied with their own IGI diamond report, and are laser engraved with a certificate number.
CARE
How should I wear my jewelry?
ODRIE is fond of combining jewelry, stacking rings, layering necklaces. However, keep in mind that wearing jewelry together can cause friction and wear.
When should I not wear my jewelry?
You can wear your jewelry every day, shower with it, sleep with it and much more. Nevertheless, we recommend taking your jewelry off on occasion, when the activity you are performing could damage it, e.g., when doing heavy lifting or practicing sports.
How to clean my jewelry?
You can clean your jewelry yourself, by gently scrubbing it with warm water and a soft, used toothbrush. Afterwards you can rinse the water off with a clean swab. If you want it professionally cleaned, please visit our point of sales. Depending on the state of your piece of jewelry, the atelier will steam the jewelry or polish and rhodium plate the item.
How to store my jewelry?
We recommend to always close your bracelets and necklaces, avoiding them to get tangled up. It is always a good idea to store your jewelry in a jewelry box. However, you should keep each piece separate from the other to prevent friction.
Is my jewelry water resistant?
Yes, all our pieces of jewelry are made from 18k gold, meaning that the pieces will not discolour when coming into contact with water.
When does my diamond jewelry need a checkup?
It is advisable to check the diamonds yourself from time to time by running your finger over the stones. If it feels different than usual, if you feel the diamonds moving, or in case your piece of jewelry has been dropped on a hard surface, you should have it checked by a professional. Specifically for a brilliant, the shock of a fall may cause the claws holding the center stone to open slightly, giving the center stone room to move. In the above mentioned cases, do not wear the piece until it has been checked by a professional.
SERVICE AFTER SALES
When my jewelry needs a cleaning or service, what should l do?
You can either go directly to our point of sales or you can send an email to info@odrie.com with pictures of the piece of jewelry and the defect.
Where can I go for a service after sale?
You can bring your jewelry to our point of sales.
How much does a cleaning or service cost?
At our point of sales, we ask 20 euros to make your jewelry look like new again through a cleaning. For a service, the cost depends on the service to be provided. You will always be well informed about the cost of repairing your piece of jewelry. You can then decide to either have it repaired or not.
How long does a cleaning or service take?
It depends on the service to be provided and the amount of work the atelier has at that specific time. When you hand in your jewelry to our point of sales, the salesperson will always do his best to give you an estimate of the duration.