Customer service › FAQ
Questions & answers
How is Brigitte Engel jewellery made?+
Each piece begins as a sculpture carved by hand in wax by Brigitte Engel, the longest step, often several days, sometimes several weeks. The wax then goes to a partner foundry, a small artisan workshop that casts the silver by hand. The rough piece returns to Brigitte Engel’s studio for finishing: selective polishing, oxidised patina in the recesses. See the full method: Lost-wax casting.
What materials do you use, and how do you guarantee their quality?+
Brigitte Engel works with fine materials such as sterling silver 925.
Is each piece one of a kind, or made more than once?+
Most of our designs are made more than once, and no two come out the same: lost-wax casting and hand finishing, patina, polish, micro-texture, never repeat identically. Some designs go further, as a one-of-a-kind piece or a limited edition, noted on the product page, with a certificate to prove it.
Can I speak with the studio before ordering?+
Yes, of course, write to us via our contact form.
How do I choose my size, and what if it does not fit?+
The best option is to get measured in person at a jeweller, with a professional ring sizer. Otherwise, print our ring sizer. Up to two resizings are free within 30 days of receipt. See our Size guide. If in doubt, write to us via our contact form.
When will I receive my jewellery?+
Most pieces are made to order: allow three to six weeks before dispatch. Unique pieces and limited editions, already made, ship within about a week. You receive an email with your tracking number as soon as your piece leaves the studio. See our Delivery & lead times page.
Can I return my jewellery if it does not suit me?+
Yes, you have 30 days from receipt to change your mind, no reason needed. Write to us and we send a prepaid return label within 48 hours: the return costs you nothing. Please send the piece back unworn, in its original packaging, with its certificate. A full refund is issued within five to ten business days after we receive and inspect it.
What if my parcel is lost or arrives damaged?+
This is our commitment: if your parcel is lost, or if the piece is damaged in transit, the studio refunds or replaces the piece at its own cost. If your parcel arrives damaged, write to us at customerservice@brigitteengel.com on the day of delivery, with photos; if it does not arrive, write to us as soon as tracking stalls. We open the case with the carrier and take care of everything.
Will I have to pay taxes or customs duties?+
No, delivery is free wherever we ship, and for destinations outside the European Union the studio covers customs duties and import taxes. In a few destinations, including the United Kingdom, local rules may lead the carrier to charge you on delivery: send us the receipt and we refund you in full. See our Delivery & lead times page for shipping destinations.
Is my jewellery guaranteed, and can it be repaired in ten years?+
Every piece is guaranteed for two years against manufacturing defects: structural failure without impact, solder that gives way, a failed setting, finish that flakes. Repair or replacement is then free of charge. Beyond that, the studio keeps caring for your pieces with no time limit: resoldering, repolishing, restoring the patina, restoring a piece damaged in an accident. We provide a quote within 48 hours from your photos.
What payment methods do you accept, and can I pay in instalments?+
Payment is made by card or bank transfer, on a secure page hosted by Stripe: your payment details never pass through our site and are never stored by the studio. Depending on the delivery country and the order amount, payment in 3 interest-free instalments may be offered at checkout, with no fees or interest added to the price shown.