Cart 0
Cart 0

Jewellery care

Buying a piece of jewellery from Insen is a timeless investment. Caring for your jewellery will help ensure its beauty and longevity. Here are some helpful & easy tips on how to care for and maintain your Insen jewellery.

We mostly work, and otherwise stated, with 925 sterling silver and 3.0 micron 18k gold plating. Silver pieces have an extra layer of silver plating.

 

How to

keep your jewellery bright?

 

Your jewelry can tarnish over time when exposed to the open air. Tarnishing is a natural process that can be cleaned. All Insen jewellery is treated with an anti-tarnish coating to help protect against tarnishing, but it is still important you follow our care instructions:

  • We recommend that customers remove jewellery before going to bed, showering, swimming or participating in physical activities. Exposure to certain harsh chemicals or environments will result in compromising the integrity of your jewellery. This includes, but is not limited to the following: soap, perspiration, perfumes, cleaning agents, chlorine, salt water, and silver polish.

 

Clean your jewellery?

For silver and gold-plated jewelry, occasional cleaning with a special cloth will keep the silver shiny and remove the oxidation.

  • To brighten up your silver pieces we recommend using a silver dip solution. Always ensure you clean your item after silver dipping with lukewarm soapy water and a soft toothbrush.

  • For gold-plated items, you can use lukewarm soapy water and a soft toothbrush to remove any dirt. However, cleaning will not bring back any shine of the original plating.

IMPORTANT: Gold plated jewellery requires more care. Using your toothbrush very intensely may cause the gold plating to fade away, therefore it is very important that you do this process very carefully to avoid the gold plating from wearing away.

A silver-polishing cloth is a great tool to make your sterling silver jewellery shine again if the pieces have become dull. However, it will not remove scratches.

 

store your jewelry?

Silver jewellery oxidises naturally with air, light and humidity. In order to avoid oxidation, keep your silver jewellery in a closed bag or box that is protected from air and store it in a dark space. Jewellery should be stored away from natural sunlight and heat, in a protective jewellery box or a tarnish-resistant pouch. It can also be stored in a plastic zip lock bag made of polyethylene. Never use polyvinyl plastic bags, such as trash can liners as they contain sulphur compounds, or rubber containers which will make sterling silver tarnish faster and possibly turn black.

!! Do not store your jewellery in the bathroom or any humid spots !!

Please note that our Insen boxes are not made for long-term storage as they are not airtight and tarnishing will occur over time.

 

Important note

  • Insen does not guarantee that its gold plated jewellery will last forever. Gold plated pieces are, by default, more fragile and liable to lose their colour overtime. The speed at which the gold plating fades will depend on multiple variables from chemical products used for skincare, level of perspiration or even your natural skin PH. For this reason, it is particularly important to take special care of your gold plated jewellery.

  • If your jewelry has lost its gold tone before you thought it would, contact us at info@insen-store.com and we will give you more information about our plating service, with which you will be able to make your pieces shine again like they did when you bought them.

 

For more information; please contact info@insen-store.com. 

Size guide

 
ringsizeguide

how to find your ring size? 

1. Measure the diameter of one of your own rings. (= inside measurement)

2. Have a look at the chart and find your corresponding ring size. 

3. Alternatively, multiply your measure with PI (3,14592) and find the right size. 

 

If you don't have a ring to measure, follow these steps: 

1. Measure the circumference of your finger (= wrap a thread around your finger from end to end) 

2. This measurement in mm is roughly identical to a ring size.

(for example: 49.8mm circumference - choose ring size 50)


necklacelengths
 

Necklace lengths

To see the length of a necklace, please have a look at the image on the left. 

Note: necklace lengths always come in inches. 

 

Found your size?

 

 

 

ORDERS & PAYMENTS

 

how do i place an order ? 

Follow these steps to place an order on insen-store.com:

  1. Select your favourite jewellery item.

  2. Click on the ‘Add to bag’ button.

  3. When you have finished adding items to your shopping bag, select a payment method.

  4. After your payment has been confirmed through Squarespace’s secure feature on Insen's website, you will receive an e-mail confirming your order.

If you are struggling to complete your order, please restart your web browser. If the problems persist, contact us.


i'm not sure whether

my order succeeded?

When placing an order and completing the payment process, you will receive an e-mail confirming your order. As soon as we have dispatched your parcel, you will receive a second e-mail with a shipping confirmation. If you haven’t received an order confirmation e-mail, please contact us.


can i change my order after

it has been placed? 

When you have placed an order, we immediately process and prepare your order for dispatch. Therefore, it is not possible to make any changes or cancel your order. If you send us an e-mail to info@insen-store.com within the hour we might be able to stop your order before dispatching. We would however like to advise you to return or exchange your order in accordance with our return & exchange instructions. Please find more information in Returns & Exchanges.


HOW WILL MY ORDER ARRIVE?

Each and every one of our pieces is carefully selected and prepared for shipping, so all orders should arrive in perfect condition. Should this not be the case, please contact us as soon as possible.

All purchases made on insen-store.com arrive in a beautiful and soft Insen jewellery box (85 x 85 mm). This special packaging is also great when ordering as a gift.


WHICH PAYMENT METHODS

ARE ACCEPTED? 

We accept the following cards for purchases on insen-store.com: Mastercard, Visa & Apply pay. We also accept insen-store.com gift vouchers. For more information, read our Terms & Conditions.


HOW CAN I USE A GIFT OR

DISCOUNT VOUCHER? 

If you have received a gift voucher or discount voucher that you would like to apply to your order that Insen promoted or provided you with, then you can enter this voucher code in the field provided for during checkout. The value of the gift or discount voucher will automatically be deducted from the amount for which you have ordered. Only one discount code at a time can be applied to a single order.


WHEN WILL THE PAYMENT BE

TAKEN FROM MY CARD?

Payments will be taken from your credit or debit card as soon as you have placed your order.


MY PAYMENT HAS BEEN DECLINED,

WHAT DO I DO? 

If you are experiencing any problems with your payment, please try the following:

  • Use an alternative credit card

  • Use an alternative payment method

  • Restart your web browser and try again

  • Delete the cookies from your computer or empty your cache memory. After that, try again.

  • If your problems persist, don’t worry. Get in touch with us by sending an email to info@insen-store.com

 

 

If you have any further questions regarding orders & payments, then contact us at info@insen-store.com.

SHIPPING & DELIVERY

 
 

All orders placed, will be shipped within the next business day. This may vary during sales seasons or other occasions. In the case of this not happening, you will be notified by our Customer Care team and you will be given an estimated shipping date.


Do you ship to my country?

Insen-store.com ships to the EU only. Find further details of shipping costs for every shipping country below.

For all orders shipped within Belgium, orders are passed through Bpost.

For all international orders, orders are passed through to international courier companies who take care of air transportation.

We are not able to ship to PO Boxes.

  • As soon as your order is dispatched, we will send you a confirmation email from which you will be able to track your order. The courier company will contact you on the phone number that you gave during purchasing to inform you about the expected delivery date and time. In the event that you are not at the shipping address upon delivery, the courier company will also contact you in order to reschedule a second delivery attempt at your convenience.

If you are visiting insen-store.com from a country that is not shipped to and you wish to place an order, please contact us with your request at info@insen-store.com.


CAN I CHANGE MY SHIPPING ADDRESS

AFTER ORDERING? 

If you want to change the shipping address once your order has been placed, it is very important that you contact us immediately. Once your order has been dispatched, we will not be able to modify your shipping information for that specific order. 


WHAT DOES SHIPPING COST?

The shipping costs depend on the country you are shipping to..

BELGIUM

  • Orders over €100 - FREE SHIPPING

  • Orders under €100 - from €6,50

EU COUNTRIES

  • All orders  - shipping costs from 7,50€

 

Here's a list of the shipping costs per country: 

Austria - €14,00

Croatia- €15,00

Czech Republic - €17,00

Denmark - €15,00

Finland - €18,00

France - €9,50

Germany - €8,50

Greece - €17,50

Hungary - €15,00

Ireland - €17,00

Italy - €15,50

Luxembourg- €7,50

Netherlands - €7,50

Norway - €28,00

Poland - €15,50

Portugal - €16,50

Spain - €15,50

Sweden - €17,00

Switzerland - €21,50

United Kingdom - €11,00

If you are visiting insen-store.com from a country that is not shipped to and you wish to place an order, please contact us with your request at info@insen-store.com. We will inform you with possible shipping services and rates.


What about duties & taxes? 

All orders are sent on a Delivery Duties Paid Service, so no additional customs or taxes will be charged on delivery.


When will my order be delivered?

We aim to deliver your order within 1-4 business days in EU.

Delivery rules and restrictions:

  • Saturday, Sunday and Belgian bank holidays are not classed as business days.

  • During busy periods, such as the holiday season or during the sales, delivery may take longer.

  • If you have not received your delivery within the number of days shown for your country above, please contact us.

As soon as we’ve dispatched your order, you will receive a shipping confirmation e-mail containing a tracking number which you can use to track your order on the forwarder’s website.


my order is urgent, what can you do?

If your order is urgent for delivery, please let us know at info@insen-store.com. We will try to get your order at its destination in time. Please keep in mind that additional shipping costs may be charged.


can I collect my order elsewhere?

We do not offer the possibility to pick up your order elsewhere. We can only deliver your parcel at the shipping address mentioned while placing the order.


I received a wrong parcel,

what do I do? 

 

If you receive a parcel that does not contain your ordered goods, please contact us as soon as possible at info@insen-store.com.

RETURNS

 

CAN I RETURN MY ORDER? 

If you are not completely satisfied with your order, Insen is happy to offer you the possibility to exchange goods, to receive a voucher or to get a refund for the goods you wish to return.

Acceptable reasons to apply for a return:

  • Ordered goods are not what you expected them to be. (Read the product description carefully before ordering, as colours and settings may differ to images).

  • Ordered goods don’t fit, received the wrong size or article.

  • Quality not meeting expectations.

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 with these terms, we will not  exchange or refund your purchase.

If we receive the goods in perfect condition, we will send you a voucher or refund its full value (shipping costs excl., unless the return is due to a wrong delivery) through the payment method that you originally selected. We are committed to refund your purchase within 30 days.

Note: Products on sale cannot be returned or exchanged.


HOW DO I RETURN MY ORDER? 

If you wish to return your order, or part of it, please send us an e-mail at info@insen-store.com. We will send you a return form, which needs to be added to the parcel including the goods that you wish to return. You have 14 calendar days to return your purchase from date of delivery.

Please send your return parcel (carefully wrapped in the original package) to:

Insen

Paalstraat 123/2

2900 Schoten

Belgium

 

Please note that the customer carries all the shipping costs of the return. You can choose your own shipping method for the return. If you return the goods by using your local postal services, then we advise to ship the parcel by registered mail, insured for its full value.

Insen does not take any responsibility for any lost parcel, and it will be the customer’s responsibility to make sure that the parcel contains all of the necessary information to be delivered to the correct address.


HOW LONG DO I HAVE TO

RETURN MY ORDER? 

You have 14 calendar days to return an order, calculated from the day following the delivery of the goods. Once you have requested a return by sending us an e-mail and completing the return form, your parcel must reach us within 7 business days for returns within Europe.


HOW MUCH DOES A RETURN COST? 

This cost depends on the shipping service that you choose. Please note that the customer carries all the return costs.

The original shipping costs, paid when placing the order, will only be refunded if you have received goods, which were not the goods you ordered or if the goods were damaged upon arrival.

If you have any further questions regarding delivery & returns, please contact us at info@insen-store.com.

 

EXCHANGES

 

(HOW) CAN I MAKE AN EXCHANGE?

Reasons to make an exchange:

  • I got my size wrong; I would like the same item in a different size

  • The ordered item doesn’t meet my expectations and I would like to change it for another item.

In all cases, any products sent in for an exchange must be in perfect condition and unused, otherwise we will not be able to proceed with the exchange. It is your responsibility to provide the necessary packaging to make sure the returned items arrive in good condition. If you are struggling to find the correct packaging for your shipment, we suggest you use the same envelop, or similar, you received with your initial order.

The item(s) you would like in exchange, should be mentioned via e-mail (so we can check stock and keep it aside for you) and mentioned on the return form. We will send the exchanged item(s), upon arrival of your returned goods.

Insen does not take any responsibility for any lost parcel, and it will be the customer’s responsibility to make sure that the parcel contains all of the necessary information to be delivered to the correct address.


HOW MUCH DOES IT COST

TO MAKE AN EXCHANGE?

In the case of a justified exchange (see “(How) can I make an exchange?”), all costs associated with product exchanges will be the buyer’s responsibility. The exchange expenses will be of 6,50€ for Belgian orders and will need to be paid through bank wire transfer, before the exchange is made. Other countries will have different exchange expenses according to shipping costs.

Should you want to proceed with the exchange of any product of a different price, any difference will be settled through bank wire transfer. Exchanges for less valuable products are not allowed.

 

refunds

 

how and when will I

receive my refund?

Once your returned parcel has been delivered and approved at our office, the refund will be made to the account you used to place your order.

After your refund is approved, you will receive a confirmation email. After that, it may take up to 10 business days before you will receive the amount on your account.