CUSTOMER CARE
REPAIR & CARE
Every piece we make is designed to be cherished for generations. If something is not right, we are always here to help, whether your jewellery is newly purchased or has been with you for years. Our care does not end with a warranty period.
Our Promise to you
A one-year guarantee. Every piece purchased directly from Bibi van der Velden is covered for 12 months against manufacturing defects, at no charge.
Care beyond the warranty. After the first year, or for damage outside its scope, we offer a personal assessment and repair quotation, with no obligation to proceed.
Every repair guaranteed. Any repair we carry out is guaranteed for one year on the repaired element, from the date your piece is returned to you.
warranty
Our one-year guarantee
Our guarantee covers how the piece was made, not how life is lived in it.
Covered: faulty clasps, loose or lost stones due to setting failure, structural breakage under normal wear, abnormal surface deterioration, and any defect originating in how the piece was made.
Not covered: natural wear over time, accidental damage, alterations carried out by a third party, and damage from perfumes, cosmetics or chemicals. We are always happy to assess and advise.
Parts, labour and shipping are included at no charge within the one year guarantee. Please keep your receipt, invoice or certificate of authenticity as proof of purchase.
Turnaround times
What to expect
All times are estimated from when your piece arrives. We will keep you informed throughout.
How to get started
The proces
1. Contact us. Describe what has happened and include a photo if possible. You can either call or e-mail at info@bibivandervelden.com or call +31 6 21 92 87 35
2. We assess. We confirm whether your piece is covered by warranty or provide a quotation. No work begins until you give your approval.
3. Send your piece. Please use the original packaging where possible.
4. Restoration. Our master jewellers care for your piece and keep you updated on progress.
5. Return. Your piece comes back to you in full Bibi van der Velden packaging, via insured courier.
Caring for your jewellery
Everyday care
Put your jewellery on last. Apply perfume, lotion and hairspray first, and let them settle.
Take it off for water and sport. Chlorine, salt water and impact are among the most common causes of damage.
Store pieces separately. Keep each piece in its original pouch or box, so stones and metals do not scratch one another.
Clean gently. A soft, dry cloth is all most pieces need. Avoid ultrasonic cleaners and chemical dips unless we advise otherwise.
Bring it in for a check. A periodic look at clasps and settings keeps small things from becoming larger repairs.
Please note
Good to know
Questions about a piece
We are always glad to help. Write to us or call, and our team will guide you from there.
Info@bibivandervelden.com • +31621928735