FAQ

To modify or cancel an item in your order, contact customer service via the contact form. An order can be modified as long as it is not being prepared. We advise you to contact us quickly so that we can carry out the changes.

Possible changes do not include the following cases:

• An order placed before/after a promotional offer
• Forgotten promotional code

If you have not received a confirmation email within a few minutes of placing your order, we invite you to check that the email has not arrived in your spam folder. If this is not the case, contact our customer service via the contact form.

We will check that your order has been taken into account and provide you with the information relating to it.

Have you fallen for an item, but it is no longer available due to lack of stock?

Activate the alert for this product to receive a notification as soon as it is back in stock.

The gift offered with purchases over a certain amount is not automatically added to your cart.

You need to manually include it when placing your order so that it appears on your invoice. If we mistakenly forget to include the gift, we will only send the missing item if it is listed on your invoice.

We do not create custom jewelry, but feel free to share your ideas with us. Our team of designers would be delighted to hear from you.

The estimated delivery times are provided when selecting the shipping method for your order.

• Standard Colissimo delivery (without signature): delivery takes 2 to 3 business days within mainland France from the date of shipment.
• Pickup point or Post Office: delivery takes 2 to 3 business days within mainland France from the date of shipment.
• Express DHL delivery: Delivery takes 1 to 2 business days within mainland France.

For countries outside mainland France and outside the EU requiring customs verification, delays may be slightly longer.

Delivery times are estimated from the time the order is shipped.

During promotional periods, delivery times may be extended, although we do our utmost to ship orders as quickly as possible.

Shipping fees depend on the destination country, the delivery method, and the chosen carrier. These fees are displayed during checkout, prior to payment.

For orders outside mainland France and the European Union, customs duties or import taxes may apply upon receipt of your order. These charges are the responsibility of the customer.

For residents of the United Kingdom, please note that customs fees may apply to imports for any purchase exceeding £135.

Colissimo:

• Delivery is free within mainland France and the European Union for orders of €80 or more (standard home delivery or pick-up point).
• Delivery is free for the rest of the world (outside mainland France and the European Union) for orders of €160 or more.

DHL:

• Delivery is free for orders of €160 or more, regardless of the destination.

Worldwide delivery is possible.

You can track the status of your order from your personal account under “My Account / My Orders.”

• Payment accepted: Your order has been confirmed and will be prepared as soon as possible.
• Being prepared: Your order is currently being processed by our e-commerce team.
• In the process of shipping (Colissimo) / Shipment being processed (DHL): We are carefully preparing your order, and it will be dispatched shortly.
• Dispatched: Your order is ready and has been handed over to the selected carrier.
• Out for delivery (DHL only): Your order is on its way to you.
• Delivered: Your order has been delivered according to the chosen delivery method.

Sometimes the arrival of the package is announced the day before the actual delivery. If you receive a delivery notification without your package actually being delivered, we advise you to wait until the next day and check with your neighbors to make sure they have not taken charge of your package in your absence.

If your package is not delivered the day after you notify us of its delivery and none of your neighbors have collected it for you, contact our customer service via the contact form .

It may happen that some packages are returned to us. The reasons may be various: incomplete address, inaccessible mailbox, etc. In the event of a return due to an error concerning the delivery address, the return costs are the responsibility of the customer.

If you notice an error in the delivery address of your order, please contact customer service immediately. If it is still possible, we will be able to make the change of address.

If the delivery address can no longer be changed (package already being prepared, in the process of being delivered, etc.), the order may be returned to the correct address after payment of the additional delivery costs incurred by this error. If the package has already been shipped, we will wait for it to be returned before reshipping it.

You can pay for your order by:

• Bank card
• Apple Pay
• Giropay
• Bancontact
• ideal
• PayPal
• Klarna: Pay Now
• Klarna: Pay in 3 installments with no fees
• Gift card
• Customer credit

Exceptionally, payment can be made by phone or check. For these payment options, please contact us through our contact form .

Payment is completely secure. Transactions made on www.nachbijoux.com are secured by the payment system of our partners (Crédit Agricole, PayPal and Mollie).

The information exchanged to process the payment is encrypted using SSL protocol. This data cannot be detected, intercepted or used by third parties.

No banking information is stored on our site. The information is entered directly on our partner's secure server. The information you transmit is encrypted and never circulates in clear text on the Internet.

If you are not satisfied with your purchase, you have 30 days from receipt of your order to return your product, regardless of the delivery method chosen.

1st step:

• Log in to your personal account
• Go to the “My feedback” category
• Click on “Make a return” then “Return my order”
• Complete the online return request form attached to your order

2nd step:

• The request must be accepted by customer service
• Once the request is accepted, we will send you your Colissimo return label by email.

Items must be returned in their original packaging and in the same condition as when they were received (unworn, unwashed, undamaged, etc.). We reserve the right to refuse to process any return that does not comply with these rules.

It is possible to have it delivered worldwide.

You can track the status of your order from your personal space “My account / My orders”.

• Payment accepted: your order has been taken into account and will be prepared as soon as possible.
• In preparation: your order is being processed by the e-commerce service.
• Currently being shipped (Colissimo) / Shipping processing in progress (DHL): we are carefully preparing your order, it will be shipped soon.
• Shipped: The order is ready and has been handed over to the chosen carrier.
• In delivery (only with DHL): delivery is in progress.
• Delivered: the order has been delivered to you according to the chosen delivery method.

Sometimes the arrival of the package is announced the day before the actual delivery. If you receive a delivery notification without your package actually being delivered, we advise you to wait until the next day and check with your neighbors to make sure they have not taken charge of your package in your absence.

If your package is not delivered the day after you notify us of its delivery and none of your neighbors have collected it for you, contact our customer service via the contact form .

It may happen that some packages are returned to us. The reasons may be various: incomplete address, inaccessible mailbox, etc. In the event of a return due to an error concerning the delivery address, the return costs are the responsibility of the customer.

If you notice an error in the delivery address of your order, please contact customer service immediately. If it is still possible, we will be able to make the change of address.

If the delivery address can no longer be changed (package already being prepared, in the process of being delivered, etc.), the order may be returned to the correct address after payment of the additional delivery costs incurred by this error. If the package has already been shipped, we will wait for it to be returned before reshipping it.

To ensure you order the right size, we invite you to refer to the size guides and size advice on each clothing item sheet. You will also find a size guide for non-adjustable porcelain rings.

On the " Shops and resellers " page you will find a map showing all of our resellers worldwide. If you are looking for a particular reference, we invite you to contact the reseller directly because we do not know the actual stock of our partners.