Shipping & FAQ
How fast are orders processed?
We ask that you allow 1-2 days for most orders to be processed. Please note that some of our pieces are made-to-order and require additional time. 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?
Yes, please reach out to firstname.lastname@example.org as soon as possible for assistance.
Do you have a shop where I can try on?
Unfortunately no, we only sale our products online www.ateliermeteor.com
Is it possible to order custom jewelry or make a special order?
At the moment, we are not able to accommodate any custom orders. If there is an item that you would like to see or have an idea about, please email email@example.com - we would love to hear your feedback!
I made a mistake while ordering, is it possible to change the letter to be engraved?
Yes, but you must contact us within an hour of placing your order so that we can make the change. The change cannot be made if we already sent the jewel to the engraving workshop. As a reminder, engraved jewelry does not benefit from the return policy.
What is the delay for an engraving?
When you choose the engraving option on the available jewels, there is an additional delay of ten (10) days before shipping.
Is it possible to re-engrave more than one letter?
Unfortunately not. On jewellery that can be engraved, only one number or one letter can be engraved, on one side only.
How long does shipping take?
For jewelry orders, we partner with Bpost so your package arrives as quickly and safely as possible. We ship out of our Brussels office and depending on delivery location, shipping can take between 1-6 business days. Please also refer to the individual product page, as fulfillment time varies by product. You can always track your order through the shipping confirmation email sent after your order is sent out. If you need help finding your tracking number or have further questions about shipping, please email us at firstname.lastname@example.org
Do you ship internationally?
Yes, we do! We currently ship to Europe, the US, Australia, Canada and Brazil. For international orders, please allow 5-7 additional business days for your package to arrive.
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 are the responsibility of the customer. Please refer to your local postal office for rates or calculate expected duties and taxes here.
Where is my order?
I’m having problems with tracking.
Bpost takes about 1-2 days to update tracking initially. If you are having issues with tracking your order, please email email@example.com for inside info.
If your package is lost in transit, please email us right away at firstname.lastname@example.org and we will try our best to solve the issue. Please note that Meteor is not responsible for lost or stolen items once declared 'Delivered' by the delivery service.
Returns & Warranty
What is your return policy?
We offer returns up to 30 days from receiving. To initiate a return, please reach out to email@example.com
Can I return or exchange my online purchase in store?
At this moment we are unable to accommodate in-store returns or exchanges for purchases made online. Online purchases can only be exchanged online via our returns link. Contact firstname.lastname@example.org
Does my order include a warranty?
We include a six month warranty and would be happy to repair any damages within this period. Our warranty does not cover general wear & tear or lost stones. Please note that Météor 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 jeweler.
What if I ordered the wrong size?
Please reach out to email@example.com to get in touch with our customer experience team.
Can I return 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. Feel free to reach out to firstname.lastname@example.org to get set up with the return process.
Can I exchange an internationally shipped order?
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. Please note that the customer is responsible for paying for shipping back to us. Feel free to reach out to email@example.com to get set up with the return process.
My piece broke within the warranty period. How do I initiate a repair?
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.
My piece broke outside of the warranty period. Do you accept fixes for additional fees?
For help with this, please send over a photo of the repair and order number to email@example.com. From there, we will be able to give you a quote if applicable.
How do I stay up to date?
We would love to stay in touch with you! Please follow us @ateliermeteor on Instagram, Facebook, Pinterest, or sign up our email newsletter.