FAQ

How to offer a Atelier Paulin gift card?

Not sure of the size or preferences of the person you want to spoil? Looking for a gift idea? Need a last minute gift? Choose our Gift Card.

It is a gift code composed of numbers and letters that the lucky recipient can use at any time on our eShop. The recipient will be able to use the code when making a purchase and will have the amount in their cart deducted from the value of the coupon. We do not offer a refund if the entire value of the coupon is not used.

To offer a gift card:

Select the amount of your choice and add a personalized message.

There are two possibilities:

• Print at home: allows you to print the dematerialized coupon with Atelier Paulin's colors and to offer it in person.
• Send by email: you decide to send the gift card as an email to the recipient.

Get your e-gift card.

The Atelier Paulin design studio allows you to create your own custom jewelry.

Write to us via email, or come to the Atelier, by appointment, to tell us about your project, whether it is a creation that is not part of the models we offer, a stone that you want to see come to life through a piece of jewelry, or a favorite accessory that you want to adorn with a personalization.

You can also write us about an existing Atelier Paulin jewel that is not available in the material you want on our website.

What are the different delivery methods and shipping times?

Please note that the delivery time does not include production time of your jewel.

• The delivery in France is ensured by the Colissimo service. A reliable and fast service that will deliver your orders in 48 hours (Monday to Saturday) and in 3 working days to Corsica.
• The delivery in European Union and in other zones of the world is assured via DHL Express. Delivery will be made within 24 to 72 hours, depending on the country.
• Delivery via Colissimo relay point in France.
• Delivery via courier is available in Paris. Your jewel will be delivered within 3 hours from the moment it is ready.

If you are in Paris, we invite you to pick up your jewel in our store at 60 rue de Richelieu in the 2nd arrondissement: it's free and we will be delighted to meet you.

In order to receive your order as soon as possible, we recommend that you indicate an address where you are present during daytime hours or that you make sure that someone can receive the package for you. We cannot take responsibility for the loss of a package once it has been declared delivered by the carrier.

DHL: If you are absent at the time of delivery, the carrier will come by again on the next business day. If he finds the door closed again during the second delivery, you can pick up your package at a DHL sorting center within 15 days before it is reshipped to our workshop. Follow the instructions on the DHL delivery note that you will find in your mailbox.

Shipping time

Our creations are shipped directly from our workshop in Paris. Our artisans crafts and ships your 585/1000 laminated gold and sterling silver jewelry within 3 to 6 business days, and your 750/1000 gold jewelry within 5 to 10 business days. Please note that some personalized jewelry requires soldering by a qualified artisan welder. Jewelry requiring soldering, such as rings, can be dispatched within 5 to 10 working days, whatever the material.

What are the shipping costs for your order?

We deliver all over the world except Russia and the areas declared to be at risk.

Free delivery for orders over €175 in France. For other European Union countries, delivery is free for orders over €250.

• Colissimo home against signature: 2-3 working days, €9.90
• DHL Express: 1 working day, €19.90
• Super Express: 1 working day production and delivery, €40
• Point Relais: 2-3 working days, €7.90
• Coursier Vélo - Paris intra muros: in 3 hours as soon as the jewel is ready, €8.90
• Click and Collect Paris 2e - 60 rue de Richelieu: free of charge

• Colissimo home against signature: 3 working days, €9.90
• Point Relais: 2-3 working days, €7.90

• DHL Express: 1 working day, €19.90

• DHL - International shipping: 2 working days

Africa, Asia, Europe (non-EU), Monaco - Andorra, Oceania, South America, Switzerland, United Kingdom: €24.90

Central America - West Indies - French overseas departments and territories: €24.90

USA CANADA

• DHL - International shipping: 2 working days, 25$ DDP

Are there any customs duties and taxes applied to your order?

Customs and taxes

European Union: Customs duties are included. Taxes are applied in your shopping cart according to the state/province of the delivery address.

Other countries in the world: It is possible that customs fees and taxes will be applied to your shipment. Please note that we have no control over these fees and cannot give you the amount of these fees in advance, as they vary by country. For more information, please contact your local customs office. Please note that any fees applied are non-refundable.

Packaging

Each piece of jewelry is delivered in its own Atelier Paulin packaging with its certificate of guarantee. A gift wrapping can be requested in your shopping cart.

How do I find my order number?

A confirmation email has been sent to the email address you used to place your order.Feel free to check your spam and wait a few minutes after placing your order.

You can access your order history by logging into your account. If you have not created an account, you can do so by using the email address with which you placed your order.

How do I cancel or change my order?

If you wish to change or cancel your order, please email us within 24 hours. Our team does its best to process and ship your orders as quickly as possible, it is likely that we cannot cancel or modify your order.

Custom creations cannot be modified or cancelled.

How do I change my shipping address?

If you wish to change your delivery address, please send us an e-mail within 24 hours.

Our team does its best to ship your order as quickly as possible, it is likely that we cannot change your shipping address. Once the shipment has been processed, please feel free to contact the carrier directly.

How do I track my order?

Login to your account to track the status of your order. If you do not have an account, you can create one using the email address you used to place the order.

Once your order is processed by our team, an email is sent to you with the tracking number of the package.If the email does not arrive instantly, please wait a few minutes.

What are the different payment methods?

The payment is made on the Internet on the site by:

• Credit card (Blue, Visa, Eurocard/Mastercard) (secure payment with Payplug).
• Paypal with the possibility of paying in 4 times without fees.
• Scalapay 3-installment payment available in France, Belgium, Italy and Germany (secure payment with Stripe).

You can also pay for your order with Atelier Paulin gift card.

What is our return and exchange policy?

We take back and exchange your jewelry within 30 days. The jewelry must be unmarked and unworn. Your jewelry can be exchanged or taken back for a credit valid on our website. Your order can be reimbursed within 14 days, except for personalized products.

Please read the following terms and conditions carefully to determine the eligibility of your jewelry for return.

Personalized jewels are neither returned nor exchanged. It was made at your request or by one of your relatives, its creation was made to measure and therefore can not be the subject of an exchange, a credit or a refund.

Please send us your jewel in its original box and the proof of purchase (warranty or invoice) by registered mail with the return form to be downloaded here.

Your request will be processed within 14 days of receipt of your return.

How do I get my jewelry repaired? Is it under warranty?

Our artisans put all their heart into the design of your jewel, but it remains a delicate piece.

Your jewel is subject to the legal guarantee of conformity and the legal guarantee of hidden defects. In addition to these guarantees, there is a commercial guarantee:

• All jewelry purchased is guaranteed for one year from the date of purchase as indicated on your invoice.

Atelier Paulin guarantee covers only material or manufacturing defects. The cords wear-out and links is not guaranteed, your cord can be changed by following the return process.

Deformations due to hanging, stretching, accident or normal wear and tear are not included in the warranty.

• If your jewel is still under warranty :

Please send us your jewelry in its original box and proof of purchase (warranty or invoice or order number) by registered mail, together with the return form you can download here.

Your request will be processed within 2 months of receipt of your jewelry.

• If your jewel is no longer under warranty :

So that you can enjoy your favorite piece of jewelry to the full, our artisan will fashion a brand-new piece. For re-fabrication, a contribution is required (50% of the original price of the jewel). Payment for after-sales service is made by secure payment link upon receipt of the jewel - according to the following terms and conditions:

- Replace your cord: 25 €.

- Repair - Re-manufacture your jewelry: 50% of its original price after expert appraisal.

NB: broken jewels must be remade. We cannot solder jewels for quality reasons.

- Straightening and cleaning: We straighten and clean your jewelry free of charge. If reshaping is not possible, we will contact you.

Send it back to us using the above procedure or, if you have the opportunity, visit our boutique workshop at 60 rue de Richelieu - 75002, Paris.

If you have any questions about the repair, please contact care@atelierpaulin.com with a photo of your jewel and your order number.