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Faq
How long will it take to receive a purchase
All BY1OAK items are handmade. We will do our best to send your order as soon as possible. Orders placed before 3pm will be shipped within 2 working days. Processing times do not include weekends or federal holidays in The Netherlands. If you need your order at a certain time, please contact our customer service info@by1oak.com for the possibilities.
What is the couriers delivery time
• Netherlands: Normally it takes one working day to deliver your package by PostNL within The Netherlands. BY1OAK is not responsible for any possible delays. • Europe: 1 - 5 working days. It varies per country, please contact us for more information. • International: 1 - 7 working days. It varies per country, please contact us for more information
How do I track my order
Once your order has been processed you will receive an order confirmation by e-mail. Within two working days after your order has been shipped, you will receive a shipping confirmation e-mail with the tracking information. * Keep in mind, orders shipped with stamps can’t be traced.
Do you ship worldwide
Yes, we ship worldwide! *PLEASE NOTE: For shipping outside the EU costs do not include import duties and taxes. Customers are responsible for any customs fees, import duties, or taxes that may apply upon delivery. We advise international customers to confirm/calculate applicable import duties and taxes before purchasing.
Do I pay import and duties by international shipping
For shipping outside the EU taxes and duties are not included in the price. Customers are responsible for any customs fees, duties, or taxes that may apply upon delivery. We advise international customers to confirm calculate applicable duties and taxes before purchasing.
where do you ship from
All orders are shipped from our BY1OAK Atelier in Amsterdam / The Netherlands
Do I need to sign for my delivery
If your purchase is more than €150 you have to sign for your package. *Except for 14K sold gold items you always have to sign for your package.
In what kind of package will my order arrive
It depends on what kind of products you ordered. If you want to know how we wrap your purchase, please contact us via info@by1oak.com
MY TRACKING SAYS MY ORDER WAS DELIVERED BUT I HAVE NOT RECEIVED IT. WHAT SHOULD I DO
In most cases your order is still on it's way or delivered next doors. We advise you to get in contact with your neighbours before getting in touch with our costumer service. Sometimes the tracking code is not up to date yet and will be delivered the same or next day. We kindly ask you to wait two business days before getting in touch with customer service.
HOW DO I RETURN OR EXCHANGE MY PURCHASED ITEMS
• Exchange: Items can be exchanged within 14 days after you have received your order. You can register your exchange through info@by1oak.com and will receive all necessary information about how to exchange your item(s). For more information we refer you to returns and exchanges.
• Return: Items can be returned within 14 days after you have received your order. You can register your return through info@by1oak.com and you will receive all necessary information about how to return your item(s). For more information we refer you to returns and exchanges.
How do I return or exchange a store pick up
Pick up in store returns; when your order is ready for pick up, you can return or exchange your order within 14 days after receiving your pick up conformation.
CAN I RETURN SALE ITEMS
Items purchased during sale can be returned or exchanged within 14 days of receiving your order. Items must be unworn and returned in the original BY1OAK packaging. For more information see the delivery and returns page.
CAN I EXCHANGE AN ITEM FOR AN ALTERNATIVE SIZE OR PRODUCT
• Exchange inside the NL: If you would like to exchange an item for an alternative size, length, color or new product, please contact us via info@by1oak.com for more information.
* Keep in mind, exchanged items can only be returned to the same shipment address of your order.
• Exchange outside the NL: Orders sent to an address outside the Netherlands cannot be exchanged. You can return your item(s) and place a new order online. To return an item, see the delivery and returns page.
WHAT IS THE PROCEDURE OF EXCHANGES AND REFUNDS
You will receive an e-mail within 2 business days after we received return package with more information. Returns will be refunded within 14 days after receiving your package to the original payment method.
WHERE CAN I EXCHANGE RETURN MY ORDER
Make sure to inform our customer service about your return or exchange first, before you return your order back to us.
Our address: BY1OAK Atelier Prinsengracht 136-O 1015EB Amsterdam The Netherlands
You can also return or exchange your item(s) in our BY1OAK store. We are open every Friday & Saturday from 10am - 6pm or drop it in our mailbox (it’s a golden mailbox next to the white doors)
WHAT IS THE RETURN POLICY FOR OUTSIDE THE NETHERLANDS
For international exchanges or returns, we are unable to refund any duties or taxes collected upon delivery. Please check returns for more information.
WHAT PAYMENT METHODS DO YOU ACCEPT
All payments made on by1oak.com are secured. All transactions are in euros. We accept the following payment methods: iDEAL, PayPal, PayPal/credit card, Mastercard, Visa and Amex. It also possible to make a transaction by bank transfer. Contact us via WhatsApp or via info@by1oak.com for more information.
WHAT CAN I DO IF I RECEIVE A DAMAGED PIECE OF JEWELRY
All BY1OAK products are handmade. This means each item is unique and can be different in color, shape and size. All jewelry is checked before it is sent to you. If, for any reason, a received piece of jewelry is not as expected please get in touch with our customer service at info@by1oak.com within 14 days of receival. If you received a damaged item we will either repair or replace it.
WHAT SHOULD I DO IF MY JEWELRY IS DAMAGED OR BROKEN
Manufacturing defects are assessed on a case-by-case basis with a valid proof of purchase from BY1OAK or one of our authorized retailers. Faults presented within the first six months of use will be considered and addressed as soon as possible. After 6 months the warranty expires, BY1OAK will always check whether the defect can be repaired and what costs are involved.
Please contact us at info@by1oak.com and include the information below: • Your order number • Name and address • A picture and description of the damaged or broken jewelry
*Please note that wear and tear during normal use is not considered a fault. BY1OAK jewelry naturally has a fine structure and therefore must be treated with care. A repair may incur costs on a case-by-case basis. These costs will be discussed with you via email or in the BY1OAK store. The repair will be processed once payment has been received. Please contact our Customer Care via info@by1oak.com if you require any further information.
WHERE IS BY1OAK JEWELRY MADE
All jewelry from BY1OAK is designed by us, handmade in Bali and finishing touched in our atelier in Amsterdam. We use the very finest and carefully selected materials such as sterling silver, gold plated sterling silver, 14K solid gold, gemstones and freshwater pearls.
What does BY1OAK mean
BY1OAK stands for: ‘one of a kind’.
WHAT MATERIALS ARE USED TO CREATE BY1OAK JEWELRY?
• 925 Sterling Silver: Pure Silver is considered too soft for daily wear as jewelry, so the pure metal is alloyed (mixed) with a little Copper to get it’s strength and durability. Sterling Silver is 92.5% pure Silver and 7.5% Copper.
• Gold Plated Silver: The base for our gold plated jewelry is 925 sterling silver. Our rings are gold plated with a thickness of 3 micron, all the other categories are gold plated with 1 micron gold.
• 14K Solid Gold: Like Sterling Silver, pure Gold is also too soft for daily wear as jewelry; so to increase it’s strength and durability, pure gold is alloyed with other metals such as silver and copper, resulting in the different carats (and colours) of gold. We use 14k recycled gold for our 14k solid gold collection.
In the Netherlands some jewelry needs to be controlled and marked by a government institution to prove the amount of silver or gold that is used to make the jewelry. The law requires an official quality mark on all 925 sterling silver items over 8 grams (marked with the code 925) and on all 14 karat gold items over 1 gram (marked with the code 585). All required BY1OAK jewelry is controlled and marked by Waarborg Gouda. By clicking on the link below you can find the link to the government website showing all the requirements and quality marks.
Some of the BY1OAK items can get personalised by adding an initial to your jewelry, changing the size of your bracelet, necklace or anklet or by adding a different charm or gemstone. Get in touch with us at info@by1oak.com for all the possibilities.
WHY DO YOU SELL THE EARRINGS PER PIECE
So you can create your own earparty :)
HOW CAN I TAKE CARE OF MY BY1OAK JEWELRY
• 925 sterling silver: 925 sterling silver jewelry oxidizes naturally with air and humidity. Occasional cleaning with a special cloth will keep the silver shiny and remove the oxidation. If you do not wear your jewelry, the best way to avoid oxidation, is to keep your silver jewelry in a closed box or bag that is protected from air.
•Gold Plated Silver: It is not recommended to wear jewelry when you are sleeping, swimming, or participating in sports activities. Also try to avoid contact with perfumes and make-up. The layer of 14k gold tends to disappear over time. The speed at which this wears off depends on the way in which the jewelry is taken care of. If you do not wear your gold plated jewelry, keep it in a closed box or bag that is protected from air.
For warranty, you can find more information by Repairs and Warranty
WHAT ARE THE ADVANTAGES OF SETTING UP AN ACCOUNT
• Your personal details are saved from one order to another • You can check your order status • You will have a record of your order history purchase • You will receive exclusive offers if you signed up for our newsletters
NEWSLETTER
You can sign up for the BY1OAK newsletter at the bottom left of every page. You will receive periodic updates on new collections, events, restocked items and special offers. You can unsubscribe at any time by selecting "unsubscribe" at the bottom of any newsletter.
WHERE CAN I USE MY GIFTCARD OR DISCOUNT CODE
You can add your giftcard and/or discount code when checking out your order at the ‘checkout page’.
WHERE CAN I BUY A BY1OAK GIFTCARD
• Online: You can buy a BY1OAK gift card online. Gift cards are valid for 12 months from the date of purchase. Online purchased gift cards can only be used on by1oak.com.
• BY1OAK store: You can also buy a gift card in our BY1OAK store, this gift card can only be used in our BY1OAK store.
HOW DO I RECEIVE MY GIFTCARD
• Online: BY1OAK giftcards are available in multiple fixed credits where you can choose from and are valid for 12 months. Giftcards that are ordered online will be shipped to you and you receive a confirmation e-mail with your unique code that you can use at checkout. Make sure to store your code some place safe. Lost or stolen giftcards can not be replaced by us.
• BY1OAK store: BY1OAK giftcards are available in multiple fixed credits where you can choose from and are valid for 12 months. Every giftcard has it's own unique code that you can use in our BY1OAK Boutique. Make sure to store your code some place safe. Lost or stolen giftcards can not be replaced by us.
IS MY ORDER RECEIVED WELL?
Once your order has been processed you will receive an order confirmation e-mail. When we are ready to ship your order you will receive a shipping confirmation e-mail. If you didn’t receive an e-mail, please first check your SPAM folder. If you need any assistance, please contact us via info@by1oak.com
WHAT SHOULD I DO IF I HAVE ENTERED A WRONG ADDRESS
If your address is filled in incorrectly make sure to contact our customer service info@by1oak.com as soon as possible. After you have received an e-mail with a shipping confirmation, we are unable to change your address. So please make sure all details are correct prior to purchasing. BY1OAK is not responsible for your order anymore when the address is incorrect.
CAN I CHANGE MY ORDER AFTER PLACING
Please note, once an order has been placed, we are unable to make changes anymore. You can only cancel your order before we send it out.
WHAT SHOULD I DO WHEN AN ITEM IS SOLD OUT
All items from BY1OAK are handmade so the stock availability varies per product. If the item, you are interested in, is out of stock please sign up for the waitlist and you will be notified when the item is back in stock. You can also send an e-mail to info@by1oak.com for more information.
I SAW A PIECE OF JEWELRY I LIKED IN YOUR SHOP AND NOW I CAN’T FIND IT ANYMORE. WHAT SHOULD I DO?
The item you saw was probably from a previous collection that is no longer available online. You can always contact us at info@by1oak.com. We might have some pieces left.
CAN I GIFT WRAP MY ORDER
All order are packed with care. The jewelry always comes in a B1YOAK jewelry box or pouch. If you like your order gift wrapped you can choose an extra luxury gift wrapping of €2 at the checkout page.
WHEN IS THE BY1OAK STORE OPEN
Our BY1OAK store is open from Monday till Saturday from 10 am - 6 pm, Sunday we're closed.
If you have any questions please contact us via info@by1oak.com or call our office +31 20 261 89 44
DO YOU HAVE POINT OF SALES
Check our Stockists here for a list of point of sales from BY1OAK
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