FAQs

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept payment by credit card, Paypal and Klarna.

IS IT SAFE TO USE MY CREDIT CARD THROUGH THE ONLINE STORE?

All order transactions placed through the ORMAN online store are processed through Shopify Payments. This system ensures fraud protection measures are maintained & cardholder data is secure & encrypted for buyer security.

CAN I SHIP MY ORDER TO AN INTERNATIONAL LOCATION?

Yes, we provide free shipping worldwide with DHL Express services.

CAN I PAY IN MY OWN CURRENCY?

As our prices are set in US dollars (USD) all transactions will be realized in the same currency once you proceed to checkout. 

HOW WILL I KNOW IF YOU HAVE RECEIVED MY ORDER?

After your order is placed, you will receive a notification e-mail stating that your order has been received. Please note, your order is not confirmed until payment has been received & items prepared for dispatch, at which point a notification to your email account regarding the shipment information will be sent.

WHEN WILL I RECEIVE MY ORDER?

All our orders are sent with DHL Express services from our production atelier in Istanbul, Turkey, and will be delivered within 1-3 business days once the order has been shipped. Our standard delivery time, including production is 3-8 weeks. Estimated production time can vary in relation to pending orders and your chosen item.

When your order has been picked up by DHL, you will receive a notification from us with tracking information. Please provide us with your street address, e-mail and telephone number so that DHL can reach you.

DO I HAVE TO PAY IMPORT AND DUTY CHARGES?

All prices are calculated and presented in US dollars (USD). Shipping and delivery costs, VAT, import & duty charges are included in the prices for all purchases in all countries.

Please note that all prices are subject to change during the year, as we work with precious metals and stones that can show distinct market value changes. 

I CHANGED MY MIND, CAN I RETURN MY JEWELRY?

As every piece of jewelry in our collections is made to order, we do not accept returns or exchanges. If you have a problem with your piece please contact us within 14 days of your order delivery.  We want you to be happy with your jewelry and for it to be a piece you love to wear, so if you have any hesitations we are happy to share additional photos and information. You are always welcome to reach out to us at info@atelierorman.com

CAN I EXCHANGE MY JEWELRY?

As every piece of jewelry in our collections is made to order, we do not accept returns or exchanges. If you have a problem with your piece please contact us within 14 days of your order delivery.  We want you to be happy with your jewelry and for it to be a piece you love to wear, so if you have any hesitations we are happy to share additional photos and information. You are always welcome to reach out to us at info@atelierorman.com

WHERE IS MY JEWELRY MADE?

All ORMAN jewelry are designed and developed in wax with the technique of lost-wax casting as well as 3D modeling by founder and creative director Setenay Orman in her home studio in Stockholm or in the atelier in Istanbul. All pieces are made to order and produced in the atelier in Istanbul.

HOW DO I KNOW THAT THE PRODUCT I PURCHASED IS AUTHENTIC?

At the moment, authentic ORMAN products are only available through our website (atelierorman.com), Iris Trends and Maezae . Our company does not offer merchandise for sale through individuals, flea markets, unauthorized retail locations, or at auctions.

WHAT MATERIALS ARE MY JEWELRY MADE OF?

All ORMAN jewelry are made in 14k and 18 k gold. 

CAN I RETURN SOMETHING THAT ARRIVES DAMAGED?

Products are classified as faulty if they are received damaged, or in case a manufacturing fault occurs within 6 months of purchase. This does not include damage from normal use over time. Please read our "Jewelry Care Guide" for advice on how to protect your jewelry from unnecessary wear.

If you believe you have received faulty goods, please contact us with documentation as soon as possible before sending the product so that we can approve the complaint. If the complaint is approved, we are to send you a similar non-faulty product once we have received the faulty product and the cost of return shipping will be reimbursed to you on presentation of proof of postage. If you wish to be fully reimbursed for faulty products instead of an exchange, we will do so once we have received the item. Your refund will be credited to the same form of payment from where the purchase was made.

Please note that wrong size purchases or colors do not fall under faulty products. 

Items lost or damaged in return transit will not be compensated for. 

IS MY PACKAGE LOST?

If you believe your package has been lost in transit, please reach out to us right away. However, after an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.