Returns, exchanges and after-sales service
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 firstname.lastname@example.org with a photo of your jewel and your order number.