Frequently Asked Questions
Read up on our frequently asked questions.
Join the family
This option will be available as of August 2021. In the meantime, you can check out as a guest. Your order history will be linked to your account afterwards.
To register as a new customer, go to 'My Account' or create an account at the checkout while placing an order. You will be asked to enter your email address, a password of your choice and a number of personal details. You can adapt your details with every order, editing your existing address or adding a new one.
Customers with an account do not automatically receive our newsletter. Leave your details here to gain exclusive access to our latest stories and events.
Simply click on the link to unsubscribe at the bottom of any newsletter you have received: ‘If you no longer wish to receive emails from Wouters & Hendrix, please click here.’ By doing so, you will no longer receive our newsletter.
Unsubscribing from our newsletter will not affect your account. Do not hesitate to let us know why you no longer wish to receive our newsletter.
All about shopping
It goes without saying that in these turbulent times, our first priority is the health and safety of our customers and staff. Hand sanitizer is available at the entrance of our boutiques. Staff wear face masks at all times and will ask you to do the same. Disposable masks are available upon request. The shop as well as the jewellery are regularly and thoroughly sanitised. Do not hesitate to reach out via the contact form to discuss any questions you might have.
If you are not completely satisfied with your online order, we offer you the possibility to exchange the jewels bought, opt for a gift card or get a refund for the goods you wish to return. After delivery, you have the right to open the parcel and check your purchase. However, goods must be returned unused, in their original packaging. If the return does not match these terms, we will not be able to exchange or refund your purchase. If you wish to return a jewel, please download the return form here. The form must be added to the parcel including the goods that you wish to return. You have 15 calendar days to return your purchase from the date of delivery. Read more on returns here.
We offer a wide selection from the different Wouters & Hendrix collections in our online shop. Our collections consist of Wouters & Hendrix classics, visualizing manyyears of storytelling in silver and gold. Items from these collections can be reordered when sold out. New collections or collaborations are launched regularly and are often limited edition, meaning that when an item from one of these collections is sold out, it will not come back in stock.
The item that caught your eye was probably from a previous limited collection that is no longer for sale. Do not despair, but get in touch with a description of the jewel and we will sort out if the item is still available in one of our boutiques or if it is possible to craft it on request in our Antwerp atelier.
We occasionally offer price reductions, leave your details here to stay in the know and keep an eye on our website and social media channels. Our resellers might apply different discounts.
Discover the Wouters & Hendrix boutiques and selected shops here.
Discover the opening hours of the Wouters & Hendrix boutiques here.
To find out whether a specific product is available in one of our boutiques contact the boutique here.
We do not create custom jewellery but we do offer a resizing service. Visit one of our boutiques or reach out through our contact form to discuss your customisation requests. We advise you to get your ring size taken in one of our boutiques if you are unsure about the correct size as we do not accept exchanges or returns of customised items. A selection of our designs can be engraved. Click here to read more.
All about ordering & payment
Once you have made your choice, click on the ‘Add to shopping bag’ button. When you have finished shopping, fill in your personal details and select a payment method. After your payment has been confirmed through Mollie secure website, you will receive an email confirming your order.
When you have placed your order and completed the payment, you will receive an email confirming your order. As soon as we have prepared your parcel for dispatch, you will receive a shipping confirmation by email. If you are uncertain, you can contact us here.
Paid: your order has been paid.
Unfulfilled: your order has been confirmed and will be prepared for dispatch.
Fulfilled: your order has been prepared for dispatch and is waiting for pick up or drop off.
Once your order has been handed over to the courier, you will receive an email with a shipping update and a tracking number. As per usual, please allow some time for the status of the shipment to be updated on the track and trace page.
Once you have placed an order you can cancel the order as long as it has not been fulfilled. Contact us here to change or cancel your order. If you have a change of heart when your order is already fulfilled, we advise you to return your order in accordance with our return instructions. For more information, check our shipping & returns policy.
All purchases in the online shop arrive in signature Wouters & Hendrix jewellery boxes. They are a beautiful way to present and keep every jewellery token of memorable moments safe and sound.
During the checkout process you have the option of selecting ‘wrap as a gift’. We knot a beautiful bow to your precious present. If desired, we also add a personal, handwritten message to your selected jewel.
We accept foreign bank cards, but payments are always affected in euros.
We accept the following payment methods for purchases in our online shop:
Credit card: Visa, Mastercard, American Express, Maestro, Cartes Bancaires, CartaSi
Pay later with Klarna, pay your order within 21 days after shipment.
Wouters & Hendrix gift card.
For more information regarding payment methods, see our Terms & Conditions.
Klarna is a unique payment method that provides smooth payment services to more than 100,000 online shops. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments. Klarna allows you to try on your purchase before you pay. After shipment you get up to 21 days to pay. You only pay when you are happy. No interest, no additional fees.
HOW DOES ‘PAY LATER IN 21 DAYS’ WORK?
Order as usual and choose Klarna as your payment method at checkout
Once your order is confirmed, you will receive an email from Klarna with payment instructions within 2 days.
Try on your order. You only pay when you are happy.
You will have 21 days to pay for your order.
No interest. No additional fees when paid on time.
WHAT ARE THE USER CONDITIONS?
You must be at least 18 years old.
HOW TO MANAGE YOUR KLARNA ACCOUNT?
You can review your orders anytime by logging in to www.klarna.com. Klarna is an independent payment service provider. Should you experience any problems with your payment, please contact Klarna's customer service team directly. Remember to make payments on time. Not doing so could harm your credit rating.
WHAT HAPPENS WHEN CANCELING OR RETURNING AN ORDER?
As soon as we have accepted your cancelation/return, Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.
You can enter your gift card code or discount code in the field provided for promotional codes during checkout. The value of the gift card or discount will automatically be deducted from the total amount. You can use several gift cards at once but only one promotional code can be applied at the same time. For more information on gift cards, click here.
The payment will be taken from your credit or debit card as soon as you have placed your order, except when you pay with Klarna. Click here for more information on Klarna.
If your payment is declined, you will be directed back to the payment page. Please select a different payment method or contact your bank.
Requesting an invoice is only possible at checkout. You cannot request an invoice afterwards.
ALL ABOUT OUR JEWELLERY
All Wouters & Hendrix jewellery is designed and made by hand in our atelier in Antwerp, Belgium. Since 1984, we have been bending the rules of traditional jewellery making and wearing. We love to experiment and sometimes explore materials or techniques our team of craftsmen is inexperienced with. In that case, we outsource (a part of) the process to specialized ateliers with the necessary knowhow.
Our sterling silver jewellery features a 925 hallmark, our 18 ct. gold designs a 750 hallmark. If the design allows it each piece is stamped with a W&H hallmark and the master hallmark of two fertility figurines.
Sterling silver is alloyed with a 925 silver content, meaning it consists of 92.5% fine silver and 7.5% copper. The content stamp is an oval with the number 925 in its center. For more information, check our material guide.
Sterling silver is often gold-plated. At Wouters & Hendrix, this means the jewellery is covered in a layer of 18 ct. gold. The layer can be applied in different thicknesses, measured in a number of microns. Our gold-plated rings and bracelets are covered in a layer of 5 micron of 18 ct. gold. Our necklaces of 3 micron and our earrings of 1 micron. For more information, check our material guide.
Carat is the measurement used to determine the purity of precious metals like gold. The description ’18-carat’, shortened to ‘18 ct.’ guarantees exceptional purity. At Wouters & Hendrix we exclusively work with 18 ct. gold. All of our 18 ct. gold designs -unless the stamp damages the jewel- contain the official diamond-shaped stamp with 750 in the center. It indicates that 75% fine gold has been used in combination with silver and copper. In our online shop, every jewel in 18 ct. gold is accompanied by a specification of the carats and the weight of the gold used. For more information, check our material guide.
When loved intensively, it is normal for gold-plated jewellery to lose its glow. Friction against the skin, clothing or other jewellery can speed up the process of the disappearance of the gold layer. Check our care guide to learn how to maintain your jewellery to slow down this process. Do not hesitate to reach out via the contact form or to come by one of our boutiques to discuss your regilding request.
The patina of silver and gold-plated jewellery tends to vanish over time due to oxidation from wear and tear. The speed at which the patina disappears depends on the way in which the jewellery is cared for. To minimize this phenomenon or to bring the shine back, check our care guide.
A small Wouters & Hendrix label is attached to your jewellery to guarantee that you have bought the real deal. You can easily detach the label before you start wearing your treasure or leave it on, as you wish. In case the item you ordered online does not have a label, we do not ship one but you are more than welcome to stop by one of our boutiques to collect a label.