FAQ

Where are you located?
We are located in the Netherlands and you can contact us in English and Dutch.

How can I reach you if my question is not answered in the FAQ section?
Please send an e-mail to info@studionore.com and we will be happy to help you!
What payment methods do you accept?
We accept payment from VISA, Mastercard, Maestro, as well as payments made by IDEAL, PayPal and Klarna.

Do you also sell Studio Noré gift cards?
Yes we do! To buy one of our e-gift cards, please click here. Please note. If you buy one of our e-gift cards, this is only valid to use online and will be sent to you electronically via email.

How do I purchase a Studio Noré gift card?
Our gift cards can be purchased in our online store. To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours. To buy one of our gift cards please click here.

Can I return a gift card?
No, our gift cards are non-refundable.

How long do I have to use my gift card?
Your gift card is valid for 12 months from the date of purchase.

Experiencing problems paying?
Oh no! Please try an alternative payment method or contact us at info@studionore.com and we will help you as soon as we can!
When will my order arrive?
All orders are shipped with DHL or PostNL and you will receive them within 2-3 (the Netherlands) or 3-5 (Europe) working days at the address of your choice. The shipping costs are €4,95 for orders within the Netherlands, for orders over €65.00 you will receive free shipping. 

If you place your order by 3 p.m. at the latest it will be shipped the same day, it is possible that you will have your order by the next day (this concerns orders shipped within the Netherlands).

Please note that this is an estimate and not a guarantee. It can always happen that the package takes a little longer, due to the volume of orders, or the courier having a delay. Of course we do our best to get your orders to you as soon as possible.

Orders which are placed during the COVID-19 period may have a delivery time of approximately 2-5 business days. Please note we are doing our best to get your orders to you as soon as possible, however further delays may be experienced.

You can also choose to have your order delivered in Leiden or Leiderdorp for free. Please select 'shipping' during check-out, thereafter you can select local delivery. When we are noted that we have to deliver an order locally, we will contact you by e-mail as soon as possible to inform you when your order will be delivered. Please note that we only make one delivery attempt. If you are not present at that time, you can make an appointment to pick up the order.

Next to that you can choose to pick up the placed order in Leiden. You can make this choice at checkout. When we are noted that an order is being picked up, we will contact you by e-mail as soon as possible to make an appointment for collection.

Can I still change my address after having completed my order?
Unfortunately, once you have placed your order you cannot make any changes. If you entered an incorrect address you would need to cancel the order and place it again.

Please note that if you just made a typo when entering the street name, this will automatically be adjusted by the shipping company when your order is sent.

Can I select a date and time for my order to be delivered?
Unfortunately, it is not possible to choose a date and time for delivery when placing an order. We always process and ship our orders as soon as possible, so you receive them quickly!

What are your shipping methods?
We ship all our orders with DHL or PostNL. 

How long do I have to use my gift card?
Your gift card is valid for 12 months from the date of purchase

I still haven’t received my order, what can I do?
If you have not received your order after the estimated time, we always advise you to check the tracking of your parcel.

If the parcel is reported to the courier, but not yet sent, we are still busy packing your order and having it shipped as soon as possible.

If your package is listed as delivered, but you have not received it, please check your mailbox for a note from the courier.

What happens to my order, if I’m not at home when it gets delivered?
If you are not at home during the time of delivery, the parcel may be delivered to your mailbox. If the parcel is too large, the courier will leave a note for you, whether the parcel was delivered to a neighbour or can be picked up at a service point.

Can I have my parcel delivered to someone else?
Sure you can, fill in the address of the recipient as the 'shipping address' in the check-out, and put your own details under 'billing address'. The tracking information for the parcel will be sent to you, so you can follow your order.
Can I return my order?
Yes, of course! If you have received an order from us, but are not completely satisfied, you have the option of returning the order within 30 days of receiving it.

How can I return my order?
To return your order, follow the steps listed below.

1. Please send an e-mail to info@studionore.com and we will provide you with our address to which you can send your return.
2. Please complete the returns form, if needed you can download a new returns form here.
3. Pack the products in the original shipping box or any other solid carton. Make sure to include the return form and the original invoice in the box. Close the box and tape it securely.
4. Send the package with tracking to our address.

Please note: We do not cover the costs of returning your order, so we strongly recommend you send your parcel with tracking and keep proof of postage. If the product gets lost this is not our responsibility.

What happens if I return my package later than 30 days?
Always try to return your parcel within 30 days of receipt. If you do not manage and we receive your return later, you will receive a shop credit instead of issuing a refund!

Did you receive my returns?
Returns are received by our warehouse, where they are then processed. Once they are processed, we will issue a refund. Within 2 weeks after receiving your parcel, you will receive a confirmation that your return has been processed and a refund was issued!

Is it possible to exchange my items instead of receiving a refund?
Unfortunately, we do not offer the option to exchange items. If you want to receive a new item, return your unwanted item for a refund and place a new order.

I lost the returns form; can I get a new one?
Absolutely, you can download a new returns form here.

I want to return two orders, can I have them shipped together?
Of course, you can always return 2 orders in one shipment. This not only saves you shipping costs, but it is also better for the environment! However, it is important that you add 2 separate invoices of the orders as well as 2 different return forms. The clearer, the better!

Can I return sale items?
Unfortunately, you can’t return sales items.
What is your return policy?
If you are not happy with your purchase, you can return the items in their original packaging within 30 days after purchase. Earrings can’t be returned due to hygiene reasons.

My item is broken. Do I have warranty?
We offer a warranty period of 2 months after purchase. All our jewellery is handmade in Bali and some designs are more delicate than others. We ask you to handle it with care. If your item breaks, please contact us by email (info@studionore.com) with a picture of the broken item and your order number.
Keep in mind that jewelry needs to be handled with care and that our warranty does not apply in any of the following situations:

Misuse and negligence, natural wear and tear, stains caused by fragrances, parts that give off after contact with water and complains caused by misuse of the jewelry.

What material is your jewellery made of?
Every piece of jewellery is handmade and made of the best quality. We use the following materials:

Earrings: 925 Sterling Silver or 925 Sterling Silver with 14K Gold Plating
Necklaces: 925 Sterling Silver or 925 Sterling Silver with 14K Gold Plating
Pendants: 925 Sterling Silver or 925 Sterling Silver with 14K Gold Plating
Rings: 925 Sterling Silver or Brass with 14K Gold Plating and an extra coating to prevent rings from damages.

Using brass for our gold plated ring is a conscious choice. When the gold plating gets thinner, you will nearly see it because brass is also gold-coloured. Please note: in rare cases brass can have a green effect on your finger. This depends on the PH level of your skin.

What is the quality of the gold plating?
Our Gold Plated jewellery is plated with 14K micron with an extra protective coating to protect the jewellery. When you don’t scratch your jewellery (especially rings), this remains pretty. We advise you not to shower, exercise etc. with your rings to keep the colour beautiful for as long as possible.

Which stones do you use in your jewellery?
The stones we use in our jewellery are Smokey Quartz, Black Onyx, Opal, Emerald, Topaz, Jade, Garnet, Moonstone, Peach Moonstone, Coral, Lapiz Lazuli, Black Synthetic Diamond and White Synthetic Diamond.

Can I shower with my jewellery?
We advise our customers to take their jewellery of while showering. Every piece of jewellery, even pure gold, will remain the most beautiful this way. Especially Gold Plated jewellery is sensitive, because the layer of gold will get affected by water (and soap).

How can I take care of my jewellery?
We advise our customers to take their jewellery off while showering, washing hands, cleaning, sleeping, swimming and during exercises. Chlorine and sweat can have a negative effect on your jewellery. Also, take your jewellery off when you put lotion on or spray on your favourite fragrance! Keep your jewellery safe in a closed box so it’s protected against humidity.

How can I clean my silver jewellery?
There are different ways to clean your 925 Sterling Silver jewellery. You can use a special silver polishing cloth, silver polishing or with Dreft, hot water and a soft toothbrush. Immerse your jewellery in the water with soap and softly brush it with the toothbrush. Your jewellery will look as shiny as before!

What does sustainability mean to Studio Noré when it comes to jewellery?
We don’t do mass production. Producing Slow & Fair is the only way for us to let the crowded fashion world hear our voice. We try to make our customers aware of the process their jewellery is going through.

Where is your jewellery made?
All our jewellery is handmade in Bali by the best silversmiths of the island. These are local families that work together. There are no factories involved by making our jewellery.

Are you using recycled silver?
Yes, we use recycled silver that is manufactured in Indonesia. We collect broken items and save them so we can take them to Bali and reuse it in our new collections.