All OERUM Jewellery pieces are hand made to order. This means that each piece is made especially for you and we ask that you allow 6 weeks for the turnaround. If you need a piece before a specific date, please contact us before ordering to ensure this will be possible and avoid any disappointment. Every effort will be made to have your piece to you as quickly as possible. Please note that turnaround times are an approximate guide and are subject to change or delay. Once it is ready to ship out, you will receive an email notification with all of your tracking and shipping info!
Can I update/cancel my order or change my shipping address after placing?
Not at the moment, but maybe in the future. We don’t always have examples of every style but if you are in the Netherlands and would like to look at a particular piece, e-mail us to request an appointment, and we can advise availability and what we have on hand.
Do you do special orders or custom work?
At the moment, we are not able to accommodate any custom orders. However as a design driven company we are continuously exploring new ideas and producing new sample pieces so if there is an item that you would like to see in our collection, please email email@example.com - we would love to hear your feedback!
Can you use my existing gold jewellery to make a new piece?
This is something we would love to do in the future, but currently do not have the capacity for. If you would like to be kept informed about when this service will become available, please sign up to our newsletter here.
FAQs – Shipping
How long does shipping take?
We are partnered with DHL so your packages arrive as quickly and safely as possible. We ship out of our office in the Netherlands and depending on the delivery location, shipping can take between 4-6 working days. You can always track your order through your account or the shipping confirmation e-mail sent after your order is sent out. If you need help finding your tracking number or have further questions about shipping, please e-mail us at firstname.lastname@example.org
Do you ship internationally?
Yes, we do! The price for international shipping is calculated at checkout and varies based on your country. We partnered with DHL to provide the best rates and transit times possible both of which will vary depending on the receiving country.
Will I have to pay International Taxes & Duties?
Please note that once your order arrives in the country of destination, local guidelines apply and your order may be subject to country taxes and local duties. These taxes and duties are not included in your purchase price and as the recipient, you are liable for all import duties, customs and local sales taxes levied by the country. Payment of these is necessary to release your order from customs on arrival.
What happens if my package is lost in transit?
If your package is lost in transit, please email us right away at email@example.com and we will try our best to solve the issue. All of our shipping methods are fully insured so your pieces are covered whilst in transit. You will be responsible for signing for the receipt of your package. Once the piece is signed for, it is no longer considered in transit and is therefore no longer insured nor is it the responsibility of OERUM.
For International orders, please contact your local DHL office for information on how to file a claim as we are unable to replace lost packages from international orders. Please note that OERUM is not responsible for lost or stolen items once declared 'Delivered' by the delivery service.
FAQs – Returns & Warranties
What is your return policy?
We currently do not offer refunds or exchanges as all items are made-to-order, especially for you. This is to avoid making any items unnecessarily or in excess to reduce our environmental footprint.
Does my order include a warranty?
We include a six month warranty and would be happy to repair any damages within this period. For help with this, please send over a photo of the repair and order number to firstname.lastname@example.org to get started on the repair process. Our warranty does not cover general wear & tear or lost stones. Please note that OERUM is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. We are also unable to return any items once they have been altered by a third party jeweller.
Can I return/exchange an internationally shipped order?
You may return an internationally shipped order for a refund. Please note that the customer is responsible for paying for shipping back to us. Unfortunately, we cannot accommodate international exchanges, but items can be returned for a refund in which you can use towards another purchase, if you choose to. Feel free to reach out to email@example.com to get set up with the return process. Upon return shipment, we highly recommend posting it using track & trace as OERUM cannot be held responsible if items are lost during transit. The refund will in this case also not be possible.
FAQs – Sizing
How do I find out my ring size?
We offer a ring sizer for purchase here , which is a handy tool to keep for future jewellery purchases! However, to reduce our environmental footprint, we also have a printable version which is available for download here.
Please remember that your hands will be different sizes, so a ring that fits your right hand ring finger may not fit your left hand. You should also take into consideration, the temperature of your hands as your fingers will swell when warmer.
Being professionally sized by a local jeweller is always a good option where possible - just ensure to be given a size in US sizing, as well as an inside diameter measurement of the ring sizer - as these tools can vary between jewellers.
The average women's ring size is a size 6 and the average men's ring size is a size 9.
Read more about ring sizing in our blog post here.
How does the sizing work for mens rings?
With mens rings, specifically wedding rings, choosing the right size is very important. We always recommend that our customers get professionally sized where possible, and also specify to the jeweller measuring them what the width and depth of the ring they have selected is (these measurements can be seen on the product listing of each of our pieces). Its important to allow extra size for wider surface area rings.
What if my rings/purchase do not fit?
Depending on the design, most of our pieces are able to be resized within a certain range. Even in the case that a resize is impossible, there are options available to accommodate the necessary changes. If you have received your ring and you have ordered the incorrect size, the first thing to do is to establish your correct ring size in US standard sizing, by visiting your local jeweller. Once you have this, please reach out to us at firstname.lastname@example.org to organise how best to resize your ring to fit. Please note that this service may be subject to charge.
FAQs – Materials
How sustainable is your jewellery?
OERUM is a completely sustainable fine jewellery brand. All our jewellery is ethically made using recycled 18k solid gold. But it does not stop there - sustainability is the golden thread in all that we do; from our designs and packaging, down to our production methods and overall operations. And in case that wasn’t enough, we are also partnered with ‘Trees for All’, meaning that for every EUR 250 spent in our store, we plant a tree to give back to our community and reduce our environmental footprint.
To find out more about our sustainability efforts, visit our Sustainability page here.
What is your jewellery made of?
All our jewellery is made from recycled 18k solid gold.
Where is your jewellery made?
All our jewellery is made in a quaint family-owned factory in the renowned town Cordoba, Spain.
What’s the difference between 14k & 18k gold?
The carat grading of gold refers to the percentage of pure gold in the alloy. 14k gold contains 58.3% pure gold whereas 18k gold contains 75% pure gold. Both are mixed with other alloys to make the jewellery piece more durable. To learn more about the materials we use please see our blog post here which explains this in more detail.
We do not currently use diamonds in our jewellery however, OERUM is committed to using responsibly sourced materials and providing complete transparency to our customers, to which the origin of our diamonds is a very important part of that commitment.
How should I take care of my jewellery?
We include a cloth to clean and care for your jewellery. Please see our blog post here for eco-friendly and non-toxic tips for cleaning your jewellery!