FAQ/Frequently Asked Questions
Find answers here to the most frequently asked questions about orders, delivery, returns, and our jewelry.
What are the delivery times?
The times displayed on our website include the preparation of your order and the shipping of the package.
Orders are generally prepared within 24 to 72 business hours.
Delivery times may then vary depending on the chosen shipping method and destination.
How do I track my order?
An email containing your tracking number is automatically sent to you when your order is shipped.
Customers with an account can also track their orders directly from their personal space.
What payment methods do you accept?
We accept Visa, Mastercard, and American Express cards, as well as PayPal, Apple Pay, Google Pay, and Shop Pay.
It is also possible to pay for your order in several installments through some of our payment partners, subject to eligibility.
All transactions are secured via recognized payment platforms. No banking data is stored on our site.
Do you deliver internationally?
Yes, we deliver to many international destinations.
Delivery times may vary depending on the destination country, carriers, and any customs checks.
What materials do you use?
The materials used are indicated directly on each product page.
Depending on the models, our jewelry can be made of 925 sterling silver, 9-carat gold, 18-carat gold, or gold-plated.
Are the jewelry items hallmarked?
When required by regulations or applicable to the product concerned, the jewelry has the corresponding hallmarks.
Information regarding hallmarks is specified directly on the relevant product pages.
Can I return an item?
Yes. You have 21 days after receipt to request a return or exchange.
Returned items must be sent back in their original condition and without deterioration.
Are return fees free?
Return costs are the responsibility of the customer, except in the case of an error on our part or a defective item.
When will I be refunded?
Refunds are generally processed within a few days after receipt and verification of the return.
Bank processing times may then vary depending on your bank or payment method.
What if my package encounters a problem?
In case of significant delay or delivery problem, we invite you to contact our customer service.
If necessary, an investigation may be opened with the carrier.
How to contact customer service?
You can contact us via the contact form on the website or by email at the following address:
compteprovk@outlook.fr
We do our best to respond to requests within 24 to 48 business hours.