Contact / FAQ

 

 

 

When will I receive my order ?

 

As indicated on our website, orders placed before 14:00 are shipped the same day. Depending on the chosen carrier, delivery times may vary.

For Colissimo, delivery takes place between 9 - 14 days If you order Friday after 14:00, your order will be shipped on Monday.  

I want to change / cancel my order, how to do?

 

As soon as your order is validated, the information is immediately forwarded to our logistics provider so that your order can be prepared and sent as quickly as possible.

It is therefore no longer possible for us to modify its content and the information provided when placing your order (address, size, color ...).

You have 30 days to return a product.

 

In which countries do you ship?

 

We deliver in all countries.  

 

Can I send my package to a loved one?

 

Of course ! Simply enter your address in "Billing Address" and its address in "Delivery Address".

No worries, we never put an invoice in our parcels, just a delivery note.

 

I received a defective / broken product, what to do?

 

You must contact our customer service within 7 days of receiving your order. We advise you to attach to your message photos / videos of the defective / broken article and your NAME, FIRST NAME and ORDER N ° so that we can find a solution as quickly as possible.

Once your request has been processed, we will send you a prepaid return label so that you can return the damaged item. Upon receipt and processing of your return, we will proceed to a new shipment (if the stock is sufficient) or refund the product.

 

I would like to return articles, what is the procedure?

 

You have a right of withdrawal of 30 days. Only products returned in their original condition and packaging will be taken back. Incomplete, damaged or visibly used items will not be returned.

It is your responsibility to keep any proof of return. We are not responsible for loss or damage. You are free to choose the type of shipment and the mode of transport. The return costs are therefore your responsibility.

Once the return is received, it must be treated by our teams. As soon as the latter is processed, we will come back to you to offer you a credit or a refund.  

 

The tracking of my package indicates it as delivered, yet I did not receive anything. What to do ?

 

We first invite you to visit your caretaker and neighbors to make sure they have not received anything for you. Once the verification is done, you will have to go to the post office to check that your package is not there and open an investigation with the carrier.

If you have no news of your package, please contact us via our form, so that it can make a compensation. Compensation will always be in the form of credit. No refund can be made.

 

My package is late, what to do?

 

We invite you to consult your delivery tracking. If you notice an anomaly in the follow-up or a reception that is much too late, contact our Customer Service to proceed to the opening of an inquiry. The survey can take up to 21 days.

We will not be able to proceed to any refund or new shipment until we have obtained a return of inquiry from the carrier.

For any further information, we remain at your disposal. Write to us at: the.jewelry.imperial@gmail.com