SHIPPING POLICY

Last updated: 27 July 2026

1. General information

This Shipping Policy applies to orders placed through atelierlesmuses.com.

The online store is operated by:

Emporia Ventures CommV
Trading as: Atelier Les Muses
Streeklaan 44
3060 Bertem
Belgium

Enterprise number: 1020.529.872
VAT number: BE 1020.529.872

Email: ingrid@lesmuses.be
Telephone: +32 468 19 57 53

All Atelier Les Muses jewellery is prepared and dispatched from Belgium.

2. Shipping destinations

We currently ship to:

• Belgium;
• France;
• Germany;
• the Netherlands;
• Luxembourg;
• other European Union countries made available during checkout.

An order can only be delivered to a destination for which a shipping option is displayed during checkout.

We do not currently offer delivery outside the supported European Union destinations through our online store.

Certain islands, overseas territories and territories with special customs arrangements may not be covered by our standard European shipping rates. When no shipping option appears after entering the delivery address, please contact us before placing an order.

Local pickup is not currently available.

3. Order processing

Most orders are prepared for shipment within 1 to 3 business days after payment has been successfully received, unless a different processing time is stated on the product page.

Business days are Monday through Friday, excluding Belgian public holidays.

Because our jewellery is handmade, certain products may be produced or assembled after an order is placed. Any longer processing time applicable to a particular product will be communicated on the product page or after ordering.

Orders placed during weekends or public holidays begin processing on the next business day.

When an order contains both ready-to-ship and made-to-order products, the complete order will normally be dispatched when all products are ready. We may send products separately where this is reasonably necessary, without charging additional shipping costs unless this has been agreed with the customer.

4. Shipping rates

The following standard shipping rates apply:

Belgium

• Standard shipping: €7
• Free standard shipping for orders of €150 or more

France, Germany, the Netherlands and Luxembourg

• Standard shipping: €12
• Free standard shipping for orders of €175 or more

Other supported European Union countries

• Standard shipping: €17
• Free standard shipping for orders of €200 or more

The applicable shipping charge or free-shipping eligibility is calculated automatically during checkout.

The complete amount payable, including the applicable product price, shipping charge and taxes, is displayed before the order is submitted.

Promotional free-shipping offers may occasionally apply under separate conditions.

5. Estimated delivery

Delivery time consists of:

1. the processing time required to prepare the order; and
2. the transport time required by the shipping carrier after dispatch.

The estimated delivery information displayed during checkout or communicated in the shipping confirmation is an estimate rather than a guaranteed delivery date, unless we expressly agree otherwise in writing.

Delivery times may be affected by:

• unusually high order volumes;
• public holidays;
• severe weather;
• transport disruption;
• incorrect or incomplete address information;
• circumstances genuinely outside our reasonable control.

We will inform you as soon as reasonably possible when we become aware of a significant delay.

Unless a different delivery period has been expressly agreed, consumer orders will be delivered no later than 30 days after the sales contract is concluded.

Your statutory rights concerning late or missing delivery remain unaffected.

6. Shipping confirmation and tracking

When your order has been dispatched, you will receive a shipping confirmation at the email address supplied with your order.

Where tracking is available, the shipping confirmation will contain a tracking link or tracking number.

Tracking information can sometimes take a short time to become active after the carrier has received the parcel.

Please check your spam or junk-mail folder when you have not received the shipping confirmation.

7. Delivery address

Customers are responsible for providing a complete and accurate delivery address during checkout.

Please carefully check:

• the recipient’s full name;
• street name and house number;
• apartment or unit number, where applicable;
• postal code;
• city;
• country;
• telephone number and email address.

Contact us immediately at ingrid@lesmuses.be when you discover an error in the delivery address.

We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that an address can still be changed after an order has entered fulfilment or has been transferred to the carrier.

8. Unclaimed or undeliverable packages

A package may be returned to us when:

• the delivery address is incorrect or incomplete;
• the recipient cannot be reached;
• delivery is repeatedly unsuccessful;
• the package is not collected from a designated collection point;
• the carrier cannot complete delivery for another address-related reason.

When a package is returned to us, we will contact the customer to discuss redelivery or another appropriate solution.

Where the failed delivery was caused by incorrect information supplied by the customer or by failure to collect the package, reasonable new shipping costs may be charged before the order is sent again. These costs will be communicated and agreed before redelivery.

This does not apply when the failed delivery was caused by Atelier Les Muses, the carrier or another circumstance for which the customer is not responsible.

9. Risk during transport

For consumer orders shipped using a delivery method offered by Atelier Les Muses, the risk of loss or damage remains with Atelier Les Muses until the customer, or a third party appointed by the customer other than the carrier, physically receives the order.

If the customer independently appoints a carrier that was not offered by Atelier Les Muses, the risk may pass when the order is handed to that carrier, as provided by applicable law.

10. Damaged packages or products

Please inspect the package and jewellery promptly after delivery.

Contact us as soon as possible when:

• the package arrives visibly damaged;
• a product is damaged or defective;
• an item is missing;
• the package contains a product different from the one ordered.

Please provide:

• your order number;
• a description of the problem;
• clear photographs of the external packaging;
• photographs of the shipping label;
• photographs of the damaged or incorrect product.

Please retain all packaging until we confirm that it is no longer required for the carrier investigation.

When the product was damaged during transport, incorrectly supplied or otherwise non-conforming, Atelier Les Muses will provide an appropriate solution in accordance with applicable consumer law. Reasonable return or replacement shipping costs will not be charged to the customer in these circumstances.

11. Missing packages

When the tracking information states that a package has been delivered but you have not received it, please first:

• check whether another member of your household accepted it;
• check any safe place around the delivery address;
• contact neighbours where appropriate;
• check whether the carrier delivered it to a collection point.

Contact us at ingrid@lesmuses.be when the package still cannot be located.

We will contact the carrier or begin an investigation where necessary. Please do not conclude a separate arrangement directly with the carrier that could affect the investigation without informing us.

A missing package will be handled in accordance with applicable consumer law. Your statutory rights remain unaffected.

12. Delivery delays

When an order is not delivered within the agreed delivery period, please contact us so that we can investigate the delay.

Where required by applicable law, the customer may give us an additional reasonable period in which to complete delivery.

If delivery is still not completed within that additional period, the customer may be entitled to terminate the contract and receive a refund.

An additional period is not required where:

• Atelier Les Muses has refused to deliver;
• delivery by the agreed date was essential and we were informed of this before accepting the order;
• applicable law otherwise permits immediate cancellation.

13. Order changes and cancellations

Please contact us immediately when you wish to change or cancel an order.

We will make reasonable efforts to accommodate requests made before the order is processed or dispatched. However, a requested change cannot be guaranteed once preparation, personalisation or fulfilment has begun.

The inability to make an operational change before dispatch does not limit any statutory right of withdrawal or other mandatory consumer right.

Please consult our Return and Refund Policy for information about returns, withdrawal and refunds after delivery.

14. Returns

Return shipping is governed by our separate Return and Refund Policy.

For a standard return because the customer has changed their mind, the direct cost of returning the product is normally paid by the customer.

Atelier Les Muses covers reasonable return shipping costs when a product is damaged, defective, incorrectly supplied or otherwise non-conforming.

Do not return an order before contacting us and receiving the appropriate return instructions.

15. Contact

Questions about shipping, delivery or tracking can be sent to:

Atelier Les Muses
Emporia Ventures CommV
Streeklaan 44
3060 Bertem
Belgium

Email: ingrid@lesmuses.be
Telephone: +32 468 19 57 53

Please include your order number when contacting us about an existing order.