Frequently Asked Questions | AITCHES

Order & Payment

How can I buy your jewelry?

As a direct-to-consumer brand, our jewelry is offered exclusively through our website, aitchesjewelry.com

How do I place an order on aitchesjewelry.com?

Once you have found the item you would like to purchase, click on the -Add to Cart- button to place it in your shopping bag. Follow the instructions through the checkout process to complete your order. Your order will not be placed until the very end of the checkout process when you will be asked for your payment information.

If you have any questions, feel free to contact us via chat or email us at info@aitchesjewelry.com. Our sales professionals are available from Monday to Saturday, 10:00 to 19:00. We are closed on weekends and public holidays in the Netherlands.

Do you have any stores?

Coming soon! AITCHES does not have any flagship stores at the moment.

Is it safe to order on aitchesjewelry.com?

Yes, it is safe to order on aitchesjewelry.com. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server. To complete your order, you might be asked to confirm your identity via a multi-factor authentication process required by your bank. At AITCHES, we respect your privacy, and we will only disclose your personal information as described in our privacy policy.

What payment methods does aitchesjewelry.com accept?

AITCHES accepts the below payment methods:

- iDEAL
- Klarna
- Visa
- MasterCard
- American Express
- Maestro
- UnionPay
- PayPal
- Sofort
- Shop Pay
- Google Pay
- Apple Pay
- Online bank transfer

How is my order packaged?

All orders arrive in a special AITCHES' gift box, wax-sealed with a black ribbon, and delivered in discreet non-branded outer bubble-wrapped packaging.

Does AITCHES have a ring size conversion chart?

AITCHES has a ring size conversion chart available online. Please click here to view chart.

Is all AITCHES jewelry available for purchase online?

Yes, all AITCHES jewelry is available for purchase online. As a direct-to-consumer brand, our jewelry is offered exclusively through our website, aitchesjewelry.com

In the event that the jewelry is not in stock after purchase, our sales professionals will reach out to you with an estimated delivery date.

How can I tell if my AITCHES merchandise is authentic?

Authentic AITCHES merchandise is available exclusively through aitchesjewelry.com. If you have any questions regarding authenticity, please feel free to contact us via chat or email us at info@aitchesjewelry.com.

Shipping & Return

What are the delivery times and rates?

Our deliveries are made Monday to Friday, excluding public holidays in the Netherlands. Delivery of customized pieces may take longer.

For further information on delivery times and rates, please click here to view our shipping policy.

Can I send my order to a location outside of the EU?

We are able to accept online orders to delivery addresses within the following countries:

The Netherlands, Austria, Finland, Greece, Luxembourg, Sweden, Belgium, France, Ireland, Portugal, Denmark, Germany, Italy, Spain and United Kingdom. Bulgaria, Czech Republics, Latvia, Poland, Croatia, Estonia, Lithuania, Romania, Slovenia, Cyprus, Hungary, Malta and Slovakia.

For deliveries to other countries, kindly get in touch with our sales professionals for an estimate of the delivery time and cost via chat. Our sales professionals are available Monday to Saturday, 10:00 to 19:00. We are closed on weekends and public holidays in the Netherlands.

Is AITCHES jewelry insured when shipped?

AITCHES is responsible for orders until the package is delivered to the customer.

If the package goes missing, AITCHES may choose to open an investigation with the carrier to determine the responsible party. Please contact our customer care advisors if your order details indicate the package has been delivered but nothing was received.

The investigation may take up to 6 weeks.

How do I track my online order?

Once your order is shipped, you will receive an email with a tracking link. Order status usually updates within an hour after the order has been placed, but functionality and uptime cannot be guaranteed.

Is it possible to return or refund for my purchase?

When you place an order on aitchesjewelry.com, you are welcome to return any item(s) using our returns service, provided you return them within 14 days of delivery. Unfortunately, return and refunds are not accepted for sale goods or engraved and customized pieces. All sales of these items are considered final.

For further information on exchange and refund, please click here to view our refund policy.

How do I know if my return has been received?

Please allow up to 10 working days, from the day your return has been received back with us, for returns to be processed. Once the return has been processed, a confirmation email will be sent to you.

Love & Engagement

How can I buy an engagement ring online?

Currently, AITCHES cannot accept online orders for engagement rings.

To help you celebrate this special moment, we are delighted to offer you the opportunity to make a virtual appointment with our jewelry designer, who will assist you and answer any questions you may have.

To speak to our jewelry designer, please email us at appointment@aitchesjewelry.com.

Our jewelry designer is available from Monday to Friday, 10:00 to 19:00. We are closed on weekends and public holidays in the Netherlands.

How can I schedule a consultation with your jewelry deigner?

You can get in touch with our jewelry designer by email. Please email us at appointment@aitchesjewelry.com.

Our jewelry designer is available from Monday to Friday, 10:00 to 19:00. We are closed on weekends and public holidays in the Netherlands.

What if I need help or advice about my engagement ring design?

If you need any assistance on designing an engagement ring, you may book a virtual appointment with our jewelry designer at appointment@aitchesjewelry.com. Our jewelry designer will answer any questions or contact you to schedule a virtual appointment.

When buying a diamond engagement ring, how do I determine a budget?

Our jewelry designer will be pleased to work out your budget with you. To schedule a virtual appointment with us, please email us at appointment@aitchesjewelry.com.

How do I resize my engagement ring? Are there any restrictions?

We do not offer complimentary resizing for your engagement ring purchases. To have your ring resized, please email us at customercare@aitchesjewelry.com. If you are unsure of your ring size, you can view our size guide or contact us via chat and we will assist you in measuring your ring size.

Can I add a personal touch to my engagement purchase?

Yes, AITCHES offers complimentary ring engraving with your purchase. Whether it's initials, a date, a shared joke, or a romantic sentiment, our engraving service add a meaningful and distinct touch on your ring.

Diamond

Which "C" is most important?

A diamond's quality depends on a combination of all the 4Cs. However, AITCHES believes the most critical of these is clarity. More than any other factor, clarity determines the brilliance, fire and overall beauty of your diamond.

What should I consider when choosing a diamond?

Choosing a diamond is a personal experience, and we encourage you to schedule a consultation with our jewelry designer. Every diamond has distinguishing characteristics known as the 4Cs -cut, clarity, colour and carat weight- and each plays a specific role in determining a diamond’s unique value.

What is the GIA?

GIA stands for the Gemological Institute of America. It is a nonprofit organization that focuses on research and education about gemstones and gemstone jewelry. GIA Diamond Report gives a full assessment of the diamond quality and the 4 C’s (cut, color, clarity, and carat weight).

Does AITCHES offer conflict-free diamonds?

Yes, AITCHES is committed to sourcing natural and precious materials in an ethical and sustainable manner. We source our diamonds only from known sources and countries that are participants in the Kimberley Process.

What is the Kimberley Process?

The Kimberley Process is an international and multi-stakeholder trade regime created in 2003 to increase transparency and oversight in the diamond supply chain in order to eliminate trade in conflict diamonds.

Care & Repair

What jewelry cleaning and care services does AITCHES offer?

AITCHES offers the following range of non-complimentary care services:

- A range of cleaning services at our service center
- Engagement ring and diamond consultation
- Engraving
- Jewelry polishing
- Bracelet shortening
- Repairs
- Resizing

How often should I get my jewelry cleaned?

Items worn regularly should be cleaned and checked every few months.

Can my AITCHES jewelry get wet?

We recommend removing all AITCHES jewelry before engaging in the following activities:

- Performing household and outdoor chores
- Showering, bathing or swimming in pools, hot tubs, hot springs and the ocean
- Using lotion, hair products, fragrances and other cosmetics
- Exercising at the gym or during contact sports
- Preparing meals

How do I care for my AITCHES sterling silver jewelry?

Silver should be kept absolutely dry. If your silver jewelry is used frequently, keep it away from excessive exposure to air and store it in a tarnish-proof cloth or box.

Can I replace missing pieces from my AITCHES jewelry?

Depending on the type of missing pieces, AITCHES can assist in replacing missing half pairs of earrings or missing items in sets. For customer care assistance, please reach out to us at customercare@aitchesjewelry.com.

Our customer care advisors are available Monday to Friday from 10:00 to 19:00. Please note that we are closed on weekends and public holidays in the Netherlands.

Can I replace a lost diamond from my AITCHES jewelry?

Yes. Our customer care advisors are able to help you. For additional information on prices and timeframes, please contact us via chat or email us at customercare@aitchesjewelry.com.

Customs Duty and Tax

Is there VAT charged on aitchesjewelry.com?

VAT is included in the price and for deliveries to the Netherlands is charged at 21%. Please be advised that VAT raters may vary according to the country of destination. We are not able to handle VAT exempt sales over the website.

If you have any questions, feel free to ask us via chat or email us at info@aitchesjewelry.com.

Our sales professionals are available 10:00 - 19:00 from Monday to Saturday. Closed on weekends and public holidays in the Netherlands.

Will I have to pay additional tax and duties?

The final purchase price will be shown at checkout as usual. No additional duties will be charged on delivery within most European countries. However, please note that additional taxes and duties may apply upon delivery outside of the EU.

I have been asked to pay an invoice. What should I do?

You should not be required to pay any import taxes or duties within most European countries. For further assistance, please contact us at customercare@aitchesjewelry.com.

Our business hours are Monday to Friday from 10:00 to 19:00. Please note that we are closed on weekends and public holidays in the Netherlands.

Can I claim a tax refund on my online purchases from aitchesjewelry.com?

Unfortunately, it is not possible to claim the VAT for your AITCHES online purchases from aitchesjewelry.com at this time.

Do I need to complete additional documents to exchange or return my purchase?

No additional documents are required to exchange or return your item(s) within the most European countries. Online orders are eligible for a refund or exchange as long as the item is returned in the same saleable condition.

However, for exchanges or returns outside the EU, additional documents may be required. For further assistance, please contact us at customercare@aitchesjewelry.com.