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Customer Service

FREQUENTLY ASKED QUESTIONS

WHERE ARE YOU LOCATED?

Our office is located in the Netherlands. Here we assemble your jewelleries and ship them to you.

DO YOU HAVE ANY PHYSICAL STORE?

Unfortunately, we do not have any physical stores, agents or outlets yet. It is very easy and safe to order our products online though! Just let us (info@alfazard.com)

WHERE CAN I PURCHASE THE PRODUCTS I AM INTERESTED IN?

You can purchase  jewellery on our e-commerce site ALFA ZARD

IS THERE A LIMIT TO THE QUANTITY OF PRODUCTS I CAN PURCHASE ONLINE?

As each piece of jewelry is individually handmade for each customer, there is a limitation on some jewelry in our online store.This is related to the quantity of orders and the amount of jewelry available for purchase may change every day.

For us, the quality of the jewelry is important, not the quantity.

DOES ADDING PRODUCTS TO MY CART COMMIT ME TO PURCHASING THEM?

You can decide not to complete your order, even if you have added products to your cart.

WHEN IS THE PURCHASE PROCEDURE CONCLUDED?

When you enter the data required for payment you will be redirected to the purchase confirmation page, containing the order number and date. Upon completion of the purchase, you will receive an e-mail containing the details of your order and confirmation that the order has been correctly received.

I WOULD LIKE TO KNOW THE STATUS OF MY ORDER?

When you place an order, the assembly of your jewelry will take approximately 25 business days. Making jewelry to order is exclusively handmade. Each product is created individually for each client. For more information about this process, you can read the confirmation email you received.

HOW DO I KNOW MY WRIST-SIZE?

Detailed information you can find on the page in the description (SIZE GUIDE) of any product.

If you need any assistance, you can always send us an email (info@alfazard.com)

CAN I CHANGE THE SIZE OF MY JEWELLERY?

It is possible to change the size of jewellery within 1 business day from the moment of placing the order. We advise you to buy jewellery  correctly measure the size of your wrist. If you cannot find the answer you are looking for, contact our customer service.

After payment, if you specify the wrong size of your wrist, then within 1 working days you can specify a new size your wrist. Contact our support team at info@alfazard.com

HOW CAN I CANCEL MY ORDER?

You can cancel your order within 3 business day (from the moment of placing the order) for free. If you cancel the order after 3 business day  from the moment of placing the order, we will refund your full refund (of -5% of the total cost of the goods).

If you need further support contact our customer service info@alfazard.com

WHICH MEANS OF PAYMENT ARE ACCEPTED BY ALFAZARD.COM?

Your purchases may only be paid for by credit or debit card: Visa®, MasterCard®, Maestro®. You must state your credit or debit card number along with its expiration date and the card security code on the page provided for this purpose.

Payment via PayPal is accepted throughout Europe.

Payment via iDeal is accepted in The Netherlands and Belgium.

Payment via Sofort banking is accepted in Germany.

WHAT HAT IS THE SECURITY CODE ON MY PAYMENT CARD?

A unique code made up of 3 or 4 digits secures remote sale transactions.

This code can be found:

–on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).

HOW CAN I REPLACE OR RETURN THE ITEMS PURCHASED?

Exchange of jewellery is possible. Replacing jewelry is free. You have 14 calendar days (from the day you received the goods) to return the jewelry for exchange. In addition, there should be no indication of use on the jewelry, the tag should be attached and the original packaging.

In case of resending, you pay only for delivery of goods by FedEx. For information on the cost of sending by Fedex, please contact our customer service  info@alfazard.com

RETURN

You have 14 calendar days (from the day you received the item) to return the jewelry. As soon as the goods arrives here, we will refund your full refund. In the meantime, you can buy jewelry that you like. Please send an email to info@alfazard.com for assistance.
If you need additional support, please contact our customer service  info@alfazard.com

For all jewellery, we offer a “14-day satisfaction guarantee” on all jewellery purchased at www.alfazard.com. You have 14 calendar days (from the day you received the item) to return the jewelry. After 14 calendar days return is not possible.
For returns, we accept  jewelry with original tags attached, original packaging, and there should be no indication of their use. Your refund will be credited to the same payment method you used to complete the purchase.
For more information, you can take a look at our Return policy page.

HOW LONG DOES THE DELIVERY TAKE?

Creating jewellery to order takes about approximately 25 business days. This is exclusively handmade. Each product is created individually for each client. If you specify a wrist size and a valid address, it will be prepared for shipment. We use FedEx International Priority Shipping, the delivery time of which is from one to five business days.
Please note that we cannot ship to APO / FPO / DPO. Delivery within the Netherlands by PostNL. For more information you can take a look at our delivery page.

WHEN WILL I RECEIVE MY REFUND?

We strive to issue refunds as quickly as possible. You should receive your refund within 15 business days after your returned item(s) is/are received at our warehouse.

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