Frequently asked questions
Find out how the PSR Lock works: https://www.rebelandrose.com/en/psr-lock/
Shipping to the Netherlands: you do not pay shipping costs.
Shipping to Belgium: no shipping costs from € 35, - (otherwise € 4.95).
Shipping to Germany: no shipping costs from € 45, - (otherwise € 4.95).
Shipping to France: no shipping costs from € 75 (otherwise € 4.95).
Shipping to the rest of the EU: no shipping costs from € 75 (otherwise € 4.95).
Shipping to Switzerland: no shipping costs from € 100 (otherwise € 15).
Shipping to other countries: contact us at [email protected] for a quote of the shipping costs to your country.
Please note that for orders shipped to an address outside the EU, import duties and taxes may apply. These are levied upon delivery of the shipment to the specified delivery address. You are responsible for paying these import duties and taxes. Please note that Rebel & Rose has no control over these charges and, as they vary from country to country, Rebel & Rose cannot predict their amount. We recommend that you contact local customs for more information.
To determine the best size for you, check out our size chart page. The link to the size chart can also be found on the page of each product. Measure your wrist or finger and check our size chart for your size.
For this you have to measure your wrist size. Usea piece of ropeand a ruler. Put the piece of rope around your wrist. On the same spot and as tight as you would wear a bracelet. Then measure that piece of rope by laying it along the ruler. The number of centimeters is stated in the size chart on the website.
Measure an existing ring: if you already have a well-fitting ring: measure the diameter on the inside of the ring. The diameter is the distance between the 2 furthest points from the inside of the ring.
Measure finger circumference: Always do this at room temperature, because if your finger is warmer or colder than usual, it may become slightly thicker or thinner.
Grab a piece of rope and a ruler. Put the piece of ropearound your finger. On the same spot and as tight as you would wear a ring. Then measure that piece of rope by laying it along the ruler. The number of centimeters is stated in the size chart on the website.
Beads - If your bead bracelet is broken, we can usually repair it for you. For this service we charge € 20.00 plus € 1.25 per missing stone. This amount includes return to you. You have to pay the costs for sending it to us yourself.
If you want to have your bracelet repaired, you can register your repair by sending an email to [email protected]. Then send the bracelet (firmly packaged) to R&R, attn Client Service, Juffrouw Idastraat 18 A, 2513 BG, The Hague, The Netherlands. We will send the repaired bracelet back to you within 2 weeks.
Leather & silver - If your leather and / or silver jewelry has broken, we must first assess whether we can repair the jewelry. Send an email with a clear photo and your question to [email protected] You will then hear within 7 days whether your jewelry can be repaired and what the costs are. After your approval and payment you can send the jewelry to R&R, attn Client Service, Juffrouw Idastraat 18 A, 2513 BG The Hague, The Netherlands. We will send the repaired bracelet back to you within 2 weeks.
Do you want to enjoy your jewelry for as long as possible? We are happy to give you a few tips:
- Make sure your jewelry does not come into contact with moisture. So take them off if you are going to shower, clean, exercise or sunbathe, for example, and keep them in a dry place.
- If the jewelry does get wet, dry it immediately.
- Take off the jewelry while sleeping.
- Be careful with perfume, body lotion and other cosmetics. These can lead to discoloration. For example, put on perfume first and only then put on your jewelry.
- Dry your hands well before putting on your jewelry.
- Polish the jewelry now and then with a special cloth.
All our bracelets and jewelry come with a 6-month warranty, unless stated otherwise.
If your jewelry breaks within the warranty period (within 6 months after purchase) and the defect is due to a production error, we will of course repair the jewelry free of charge. You only pay the shipping costs to send the jewelry to us. Our specialists in the repair workshop assess whether the defect falls under warranty.
If you think your repair is under warranty, first send an email to [email protected] with a good description and a clear photo of the defect, plus a photo of the completed warranty card or a photo of the proof of purchase (a receipt or a bank statement).
If the defect does not fall under warranty, we may be able to repair your jewelry, for which you pay repair costs. For more infor, take a look at the question in the FAQ section: Is it possible to repair my jewelry?
No, creating an account on the Rebel & Rose website is possible, but not mandatory! Of course it does have advantages to create an account. You can:
- Go faster through the ordering process;
- Make changes to your personal information / billing information;
- Manage your own address book with delivery addresses;
- Download invoices for your purchases.
Rebel & Rose is affiliated with a number of guarantee quality marks for internet sales. In doing so, we comply with the conditions of these quality marks, which aim to protect the customer.
We value having satisfied customers. At Rebel & Rose you pay with the safest and most efficient payment methods.
Your payment details and credit card details, such as your credit card number or expiration date, are automatically sent to the paymaster through an encrypted and secure system. This happens without Rebel & Rose or others having access to this data. Even in the event of a refund, the data is not fully visible. When paying with Visa or Mastercard, there is even extra protection through special verification methods (Verified by Visa or Mastercard Secure Code). Your payment details are therefore safe.
We want to stand out by offering beautiful, unique, high-quality bracelets for an affordable price.
We believe that good service is a key driver for a company’s success – not only in the short term, but also in the long term. So we’re going to do our best to make you a satisfied customer or keep you as a satisfied customer.
If you have a complaint about our products or our service, you can contact us by email at [email protected]. You will receive a substantive response within 7 days of receiving your complaint.
If you do not agree with the solution or we cannot reach a solution together, you can submit the complaint and our solution to the Thuiswinkel Disputes Committee, PO Box 90600, 2509 LP in The Hague. You can also submit the complaint and our solution to the Disputes Committee via the European ODR Platform.
No, unfortunately this isn’t possible. We are not a shop that you can visit. For security reasons, we do not have any bank notes or stock at our business address.
Yes this is possible, contact us at [email protected] for a quote of the shipping costs to your country.
Please note that for orders shipped to an address outside the EU, import duties and taxes may be payable, which are levied upon delivery of the shipment to the specified delivery address. You are responsible for paying these import duties and taxes. Please note that Rebel & Rose has no control over these charges and, as they vary from country to country, Rebel & Rose cannot predict their amount. We recommend that you contact local customs for further information.
We don’t deliver orders to postbox addresses. We advise you to use a delivery address where there is always someone present during office hours.
If you order before 2 p.m. and your order is in stock, we will ship the order the same day.
In the Netherlands and Belgium you can expect the package within 1 to 3 working days.
Delivery toother countries can take a little longer, 2 to 4 working days. This delivery period is indicative and based on past experience. Shipments are standard via DHL or UPS. For the costs of urgent orders you can contact us.
You will receive a number of e-mails with information about the status of your order at the e-mail address that you entered when placing the order. The first message will confirm your order. You will receive a second e-mail once your items have been dispatched.
Use the second e-mail to conveniently monitor your orders by clicking on the link in the e-mail. You will be redirected to PostNL’s Track and Trace site. Once there, you will be asked to enter the following information in the fields:
- Barcode number of the shipment (stated next to the barcode itself)
- Postal code of the recipient
- Click on ‘Search’
A few seconds later you will see exactly where your shipment is at that moment in time.
Yes you can! In the EU, a statutory approval period of 14 days applies. If the item you ordered does not meet expectations, you can return it within this period.
Return the products using the fully completed return form, which can be downloaded from the Exchanges & Returns site. Returns without this fully completed return form will be refused. Do not forget to include the packing slip with the return shipment. Make sure that the package is sent insured and has sufficient postage.
The postage for return shipment is at the expense of the customer, unless the error was made by us. In that case, the shipping costs will be settled afterwards. Unstamped shipments are always refused. We can never be held liable for any loss of the shipment. Only products that are unused and in their original packaging will be credited (within 30 days at the latest). Special tailor-made items are not covered by the above return options.
Please note: Purchases made in December may be returned until January 15 at the latest.
Yes, you can cancel your order. Canceling an order is free of charge as long as it has not yet been shipped. If you cancel the order after it has been sent to you, you must refuse the package upon delivery.
If you have already received the order, and you still want to cancel the purchase, you can return the order. For more information, see Exchanges & Returns on this website.
If Rebel & Rose has already received a payment, we will refund the purchase price after receipt of the return shipment. The shipping costs incurred will be deducted from this.