FAQ
Payment
What payment methods are available?
You can pay in various ways on our website. Pay securely online with iDEAL, Apple Pay, Google Pay, Visa, Maestro, MasterCard, PayPal,Union Pay, and American Express.
My Order
What should I do if I haven't received a confirmation of my order?
There is a chance that the confirmation email went to your spam folder. If the confirmation email is not in your spam folder, please contact us via email at info@sesa-aurum.com
Can I change or cancel my order?
Unfortunately, it is not possible to change or cancel an order once it has been placed.
I haven't received my package, what should I do?
In this case, please contact our customer service via email at info@sesa-aurum.com.
I received the wrong order, what should I do?
In this case, please contact our customer service via email at info@sesa-aurum.com.
I received a damaged item, what should I do?
In this case, please contact us via email at info@sesa-aurum.com.
How can I track my order?
Once your order has left our warehouse, you will receive an email with a track & trace code, so you can follow your order until it is delivered.
Shipping
What should I do if I entered the wrong address?
We strive to process orders as quickly as possible. If you entered the wrong address, you can contact us via email at info@sesa-aurum.com before 5:00 PM on the same day.
How long does it take to receive my order?
We strive to ship your order within 1-2 working days. Shipping times depend on the country in which you are located:
-
Netherlands
Shipping takes 1 to 2 working days. -
Belgium, Denmark, Germany, France, Italy, Luxembourg, Austria, Spain, and Sweden
Shipping takes 3 to 5 working days. -
Other Europe
Shipping takes 5 to 8 working days. -
International
Shipping takes 8 to 12 working days.
These delivery times are an estimate from the moment the order leaves our warehouse until it is delivered.
I haven't received my package, what should I do?
In this case, please contact our customer service via email at info@sesa-aurum.com.
I received the wrong order, what should I do?
In this case, please contact our customer service via email at info@sesa-aurum.com.
How can I track my order?
Once your order has left our warehouse, you will receive an email with a track & trace code so you can follow your order until it is delivered.
What about delivery times during promotions and holidays?
During promotions and holidays, postal services are often busier than usual. Despite the increased volume, we do everything possible to process your order as quickly as possible. Please keep in mind that your order may take a bit longer during these periods.
Returns
What is your return policy?
We have a return period of 14 days after you receive your order.
How can I return a package?
A return form is included with your order. On the return form, you can fill in your order number, the order date, the name of the product, the quantity, and the reason for the return. After filling out the return form, send the product in its original packaging with the return form to the following address:
+31 613351891
Torenlaan 5b, 1402 AT Bussum, Netherlands
Note: The mailing address listed on our website is only for returns and mail correspondence. It is not a physical visit address, so we cannot receive you there.
This is not a visit address!
Please note that return shipping costs are the responsibility of the customer. We recommend using track & trace to ensure your return does not get lost. If orders without track & trace are lost, we cannot provide a refund.
For more information on returns, you can refer to our shipping and returns page.
How can I exchange a product?
If you would like to exchange your order for a product of the same value, this is possible! Just mention it on the return form so we can ensure the new product is sent to you. If it’s a product with a different price, you’ll need to place a new order, and the difference will be refunded.
Can I return or exchange sale items?
Unfortunately, sale items cannot be returned or exchanged.
Products
How do I know if a product will be restocked?
If a product is sold out, you can use the restock request for that product to let us know you'd like to purchase it. We will keep you informed when the product is available again.
I ordered the wrong product and want to change it, is that possible?
Unfortunately, it is not possible to change your order once it has been placed.
I received a damaged item, what should I do?
In this case, please contact us via email at info@sesa-aurum.com.
How long is the warranty on my product?
We offer a 10-week warranty from the date of purchase for serious discoloration of jewelry, and a 6-month warranty for other defects. Here you can read everything about the warranty on your jewelry.
Do I have to pay tax?
Every consumer in the Netherlands is required to pay tax. For luxury goods like our jewelry, the VAT rate is 21%. This is already included in our prices, so all prices are inclusive of VAT that we pay.
Care
How can I keep my jewelry looking its best?
On our materials and care page, you'll find everything about how to keep your jewelry looking great. Additionally, you will receive a care card with your order that contains tips for caring for your jewelry.
Can I swim or shower with my jewelry?
Yes, this is possible. However, it is strongly advised against, as water can affect the discoloration of jewelry. If you still choose to do so, please be aware that your warranty will no longer be valid. Read more about the factors that can affect the discoloration of your jewelry here.
Warranty
How long is the warranty on my product?
We offer a 10-week warranty from the date of purchase for serious discoloration of jewelry, and a 6-month warranty for other defects. Here you can read everything about the warranty on your jewelry.
Contact
Where is SèSa Aurum located?
SèSa Aurum is located in the Netherlands.
How can I contact you?
We can be reached via Instagram DM @sesa.aurum and via email info@sesa-aurum.com.
I emailed customer service, how long will it take to get a response?
We strive to respond to your email within 24 hours.
Can’t find the answer you’re looking for?
Our customer service is happy to assist you further! In this case, please fill out our contact form, send an email to info@sesa-aurum.com, or reach us via WhatsApp at 0613351891. We aim to respond to your email and message within 24 hours.