FAQs

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept payment with most major credit cards.

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 validated payment gateway.

CAN I SHIP MY ORDER TO AN INTERNATIONAL LOCATION?

Yes, we provide shipping worldwide with DHL Express services. All our shipments are delivered DDU (Delivery Duty Unpaid) which means you are responsible for any tax and customs fees that may arise upon delivery. Please contact the customs authorities in your own country for more information.

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 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). The shipping fee is included in all our prices however, import & duty charges are not included in the prices you see. Please contact the customs authorities in your country for more information.

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, all sales are final and we do not accept returns or exchanges. If you have a problem with your piece please contact us within 7 days of your order delivery. All returned pieces will be subject to a quality control inspection, and the original packaging must be intact. We reserve the right to refuse a return/exchange if the returned piece is determined to be damaged.

Bespoke and special orders cannot be returned for exchange or refund.

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?

Bespoke and special orders cannot be returned for exchange or refund.

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 sculpting by founder and designer Setenay Orman. All pieces are made to order and produced 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) 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 gold, unless otherwise stated in our product descriptions or agreed with you. All our gemstones are natural and may therefore display slight variations in color compared to our website photos.

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 14 days 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, you must contact us with documentation before sending back 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. All returned pieces will be subject to a quality control inspection, and the original packaging must be intact.

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 regardless of cause for return.

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.