Shipping & Delivery
Overview
Mystic Shore Haven ships worldwide via fully insured, discreet courier services. All parcels are sent in unmarked packaging with no external indication of contents, for your privacy and security. An adult signature is required on all deliveries.
Shipping Methods & Timeframes
- Secure Express (Standard) — 2–3 business days. Complimentary on orders over 5,000 CHF. For orders below 5,000 CHF, a flat fee of 45 CHF applies within Switzerland, 95 CHF across Europe, and 180 CHF worldwide.
- White Glove Overnight — Next business day delivery, available in Switzerland and major European cities. 150 CHF. Includes hand-delivery by our appointed courier and a complimentary champagne gift.
- In-Store Collection — Available from our Geneva boutique at 44 Rue du Rhône. No charge. Ready within 30 minutes of order confirmation.
Order Processing
Orders placed before 13:00 CET on business days are dispatched the same day. Orders placed after 13:00 CET, or on weekends and Swiss public holidays, are processed the next business day. Bespoke and made-to-order pieces have individual dispatch timelines communicated at the time of order.
International Shipping & Duties
We ship to over 80 countries. For international deliveries, customs duties, import taxes, and VAT may be applicable at the destination country. These charges are the responsibility of the recipient and are not included in the purchase price. MysticShoreHaven will provide all necessary documentation for customs clearance. We recommend contacting your local customs authority for an estimate of applicable charges.
Insurance
All shipments are insured for their full retail value during transit. In the event of loss or damage in transit, MysticShoreHaven will initiate a full investigation and replacement or refund within 10 business days. Please inspect all deliveries upon receipt and report any damage within 48 hours.
Packaging
Each MysticShoreHaven piece is presented in our signature black and gold branded box, wrapped in silk tissue, and accompanied by a certificate of authenticity. The outer shipping carton is discreet and unmarked. Complimentary MysticShoreHaven gift wrapping and a personalised message card are available on all orders.
Returns & Exchanges
30-Day Return Policy
We offer a 30-day return window on all standard collection pieces from the date of delivery. To be eligible for a return, items must be:
- Unworn and in their original, unaltered condition
- In the original MysticShoreHaven presentation box with all documentation
- Accompanied by the original receipt or order confirmation
- Complete with any GIA certificate or gemstone documentation provided
Non-Returnable Items
- Bespoke, personalised, or engraved pieces
- Resized rings (where sizing has been altered)
- Items showing signs of wear, alteration, or damage not caused by MysticShoreHaven
- Items purchased during final sale events
Return Process
To initiate a return, please contact us at contact@mysticshorehaven.com or call +81 52-351-6924 with your order reference number and reason for return. We will provide a prepaid insured return label within one business day. Please do not post items without prior authorisation.
Refunds
Upon receipt and inspection of the returned item (typically within 3 business days of arrival), we will process your refund to the original payment method. Bank processing times may add 3–7 business days. Shipping charges are non-refundable unless the return is due to a manufacturing defect or our error.
Exchanges
We are delighted to exchange pieces for a different size, metal, or style where available. Please contact us to discuss your requirements. If the exchange piece is of higher value, the difference is payable at the time of exchange. If of lower value, a credit note valid for 24 months will be issued.
Privacy Policy
Data Controller
Mystic Shore Haven SA, incorporated in Geneva, Switzerland, is the data controller for personal information collected through this website and our boutique. Registered address: 44 Rue du Rhône, 1204 Geneva, Switzerland.
Information We Collect
- Contact details: name, email address, telephone number, postal address
- Order and transaction information
- Communication history with our client services team
- Website usage data via cookies (see Cookie Policy below)
- Preferences and interests expressed during consultations or in writing
How We Use Your Information
- To process and fulfil orders and manage your account
- To communicate about your orders, repairs, and bespoke commissions
- To send exclusive previews, invitations, and personalised recommendations (with your consent)
- To comply with legal obligations and prevent fraud
- To improve our website and services based on aggregate analytics
Data Sharing
We do not sell, rent, or share personal data with third parties for marketing purposes. We may share necessary information with our trusted service providers (courier companies, payment processors, IT systems) who process data on our behalf under strict confidentiality agreements. We comply fully with the Swiss Federal Act on Data Protection (FADP) and GDPR.
Data Retention
We retain client records for seven years as required by Swiss commercial law. Marketing preferences are reviewed annually. You may request erasure of your data at any time, subject to legal retention requirements.
Your Rights
You have the right to access, correct, or delete your personal data, withdraw consent for marketing at any time, request data portability, and lodge a complaint with the Swiss Federal Data Protection and Information Commissioner (FDPIC). Contact us at contact@mysticshorehaven.com to exercise any of these rights.
Cookies
We use essential cookies for website functionality, analytics cookies (with your consent) to understand how visitors use our site, and personalisation cookies to remember your preferences. You can manage cookie preferences in your browser settings. We do not use tracking cookies for third-party advertising.
Terms of Service
Agreement
By accessing or using the Mystic Shore Haven website (aurellejewelry.com) and placing orders with us, you agree to be bound by these Terms of Service. These terms are governed by the laws of Switzerland, with the courts of Geneva having exclusive jurisdiction.
Orders & Prices
- All prices are displayed in Swiss Francs (CHF) and include Swiss VAT where applicable
- Prices are subject to change without notice. Your price is confirmed at the time of order placement
- We reserve the right to cancel an order if a pricing error has occurred, offering a full refund
- For international orders, currency conversion is handled by your payment provider
Intellectual Property
All content on this website, including photographs, text, designs, and the MysticShoreHaven brand identity, is the exclusive intellectual property of Mystic Shore Haven SA. Reproduction, distribution, or use of any content without written permission is strictly prohibited.
Product Descriptions
We take every care to accurately describe our products. Natural gemstones and handcrafted pieces may exhibit slight variations from photographs — this is inherent to the nature of fine, handmade jewelry and is a hallmark of authenticity, not a defect. Carat weights given are approximate unless specifically stated as exact.
Limitation of Liability
MysticShoreHaven's liability in respect of any claim arising from an order shall not exceed the purchase price paid for the relevant item. We are not liable for indirect, consequential, or incidental damages. Nothing in these terms limits our liability for death, personal injury, or fraud.
Changes to Terms
We reserve the right to modify these Terms of Service at any time. Changes will be published on this page with an updated date. Continued use of our website or services after any change constitutes acceptance of the new terms.
Contact
For any queries regarding these Terms, please contact us at contact@mysticshorehaven.com or write to Mystic Shore Haven SA, 44 Rue du Rhône, 1204 Geneva, Switzerland.
Warranty & Guarantee
Every MysticShoreHaven piece carries our lifetime guarantee against defects in workmanship. This is our commitment to the permanence of our craft.
What Is Covered
- Structural failures in the metalwork (broken clasps, faulty settings, broken shanks) due to manufacturing defects
- Stones becoming loose in their settings within the first two years of normal wear
- Any defect that is reasonably attributable to our craftsmanship rather than external causes
- Manufacturing imperfections identified within 30 days of receipt
What Is Not Covered
- Damage from accident, misuse, or neglect
- Normal wear and surface scratches on metal or gemstones
- Loss of stones due to accidental damage or modification by a third party
- Damage caused by exposure to chemicals, heat, or impacts
- Modifications made by jewelers other than MysticShoreHaven
Claiming Under Warranty
To claim under your MysticShoreHaven warranty, please contact contact@mysticshorehaven.com with photographs of the defect and your order reference or certificate of authenticity number. We will assess your claim within 5 business days and arrange complimentary repair, replacement, or refund as appropriate.
Complimentary Services Included
- One complimentary ring resizing within the first 12 months of purchase
- Complimentary professional cleaning and polishing every 3 years (in-boutique)
- Annual complimentary prong and setting inspection upon request
- Complimentary re-stringing of pearl necklaces every 5 years