Frequently ask questions

- Returns within France and the European Union

Regardless of the country within the European Union, you may request the return of a product up to 14 days after delivery, without providing any reason, in order to receive a full refund of the merchandise value under your statutory right of withdrawal. Bijouxstore.fr also allows returns up to the 30th day after delivery and will refund the value of the merchandise, subject to a €5 restocking fee. Returns requested for an exchange are exempt from this fee. This extended return period does not apply to discounted products (sale items, promotional products, or products purchased with a coupon).

Returned items must be sent back in their original condition and packaging. We only accept returns if the original tag is still attached, the product has never been worn, shows no signs of damage, however minor, and is returned in perfectly clean condition. This right of withdrawal may be exercised without penalty.

* Personalized and custom-made products cannot be returned or exchanged in accordance with Article L121-20-2 of the French Consumer Code. Please note that product colors displayed on your screen may vary depending on your monitor settings and calibration. It is therefore normal for the color of a product you receive to differ slightly from what you perceived on your screen. In addition, natural materials (pearls, gemstones, wood, etc.) may display slight variations in color and appearance from one piece to another. If the exact shade is important to you, we recommend ordering a sample beforehand.

* For obvious hygiene reasons, body jewelry (piercings, earrings, etc.) cannot be returned.

To exercise your right of withdrawal, please log in to your customer account and go to the My Orders section, then select the relevant Order Details page.

On this page, click the "Exercise my right of withdrawal" button to submit your request online.
Please note that this button is only displayed for orders eligible for the right of withdrawal. It may be unavailable in the following cases:

* The legal withdrawal period has expired.
* The delivery address is located outside the European Union.

If you do not see this button and would like information regarding a return, please contact our customer service team.

- Returns from countries outside the European Union

We do not accept returns shipped from countries outside the European Union.

Make sure that the information provided is correct, such as the expiration date and your credit card details. Also check that you have correctly entered the security code, the three-digit number on the back of your card.

Your card issuer may have declined payment. In this case, we invite you to contact your bank for more information. Also make sure your balance is sufficient to cover your purchase.

If 3D secure strong authentication has been refused, we recommend that you contact your bank.

If your order has been registered, you should quickly receive an automatic order confirmation by email. If you have not received this order confirmation, first check that your email address is entered correctly, if the email address is correct, please check your spam folder.

If you have checked your spam, waited 24 hours and still have not received the confirmation email, we recommend that you contact our customer service.

If you have made a mistake just after confirming your order, please contact us immediately. We can adjust your order information, such as the delivery address or engravings, or even cancel the order before it leaves our workshop. However, once your order has started to be prepared, it will no longer be possible to modify or cancel it.

If your package is returned to the sender in the event of delivery incidents (damage, not accepted at customs, etc.), we will cover the reshipping costs.

If your package is returned to the sender by the post office that serves your address, in the event of an incorrect delivery address or an unidentifiable recipient at the delivery address, contact us quickly to organize a new shipment.

In order to avoid problems related to your address, your package will be delivered to a relay point near your address, the return costs will be your responsibility.

If you no longer want your package, we will charge you a fee of 10€ for a national delivery or 20€ for an international delivery. The remaining amount of the order will be refunded to you in the same way that you paid at the time of purchase.

If your order contains personalized jewelry, these cannot be refunded.

It is possible for your parcel to be delivered to a pickup point near your address, even if you selected home delivery.

The most common reasons are:

- an incomplete or inaccurate delivery address;
- missing building number, apartment number or floor information;
- the recipient could not be identified by the carrier;
- the recipient's name is missing from or does not match the mailbox;
- the carrier was unable to access the delivery address.

If you live in an apartment building, it is important to provide all necessary information, such as the building number, floor, apartment number, access code, or any other useful delivery instructions.

If this information is missing, the carrier may deliver your parcel to a nearby pickup point or, in some cases, return it directly to the sender.

To help prevent this from happening, please ensure that your delivery address is complete and that your name is clearly displayed on your mailbox.

If you do not come to collect your parcel from a relay point within the time announced by the carrier, it will be returned to us.
If you want us to resend your parcel, the return costs will be at your expense.

If ever, you no longer want your parcel, and you wish to be reimbursed, the parcel is then registered as "not collected" and we will charge you a fee of 10€ for a national delivery or 20€ for an international delivery. The remaining amount of the order is refunded to you in the same way that you paid at the time of purchase.

If your order contains personalized jewelry, these cannot be refunded.

1. Delivery within the European Union
Orders shipped within the European Union are not subject to customs fees. Indeed, the European Union has a customs union, which means that goods circulate freely between member countries without requiring additional customs formalities or customs fees.

2. Delivery to other countries
Local taxes and duties may apply to your order. Bijouxstore has no control over these charges, and they are your responsibility. Please contact your country's customs and import office for more information.

• If you live in a country within the European Union, you are in no case required to pay customs duties or delivery-related fees. In this case, it is a fraudulent message, so do not make any payment.

• If you live in a country outside the European Union, customs fees may apply. We recommend that you first check your customer account and track your parcel using the link provided in your account. If your parcel is held at customs, you will then need to contact the relevant service to find out the steps to follow.

If you replied directly to an email you received (order confirmation, shipping confirmation, etc.), your message may not have been processed.

These emails are generally sent from a "no-reply" email address. A notice at the bottom of the email also explains that you should not reply directly to this type of message.

If you reply to one of these emails, your message is sent to an unmonitored mailbox and unfortunately cannot be handled by our customer service team.

To ensure that your request is processed as quickly as possible, please use one of the following contact methods:

- our contact form available on our website;
- the "Reply to this message" button, when it is available in the email you received.

These contact methods allow our customer service team to keep your request within the same support ticket and provide you with a faster response.

In accordance with our personal data protection policy, you may delete your customer account at any time, subject to certain conditions.

Your account may be automatically removed from our database in the following cases :

- Your account has no orders and remains inactive for more than 2 years;
- Your account has no orders, no registered address, and remains inactive for more than 3 months.

In these situations, no manual action on your part is required. Your account will be automatically deleted, and you may create a new account later using the same email address.

You may also manually delete your account at any time from your customer account area, under the My Personal Information section, by clicking the Delete My Account button.

Manual account deletion is only possible if the following conditions are met :

- No refund is currently pending or due;
- No order is currently being processed or shipped.

The deletion will take effect immediately after your confirmation.

Once your account has been deleted :

- You will no longer have access to it;
- It cannot be restored;
- Certain data related to your orders or legal obligations, particularly for invoicing and accounting purposes, may be retained in accordance with applicable regulations.