CUSTOMER SERVICE POLICY
Legal Guarantee
All products purchased from Etelle are covered by the statutory legal guarantee of conformity for a period of two years from the date of delivery.
You may submit a guarantee claim where, despite normal use of the product and compliance with Etelle’s care instructions and precautions for use, the product develops a defect in materials or workmanship, a latent defect, or any other lack of conformity as defined by applicable law.
Where, following an assessment of the product, the issue is found to fall within the scope of the legal guarantee, Etelle will propose an appropriate remedy, which may include repair, replacement, or an equivalent solution, taking into account the availability of parts or an identical product and the technical feasibility of repair.
Exclusions from the Guarantee
Damage arising from the following circumstances is, in principle, not covered by the legal guarantee:
- Accidents, drops, impact, pulling, snagging, or catching
- Excessive or abnormal use, misuse, or negligence
- Improper care or storage
- Unauthorised alterations or attempted repairs
- Exposure to chemicals, perfume, cosmetics, water, perspiration, or heat
- Natural wear resulting from normal use
Fine surface scratches, natural discolouration, and the gradual wear of plating caused by everyday use are generally not considered manufacturing defects.
However, where such deterioration constitutes a legal lack of conformity because the product’s quality or durability falls below the level that may reasonably be expected, the matter may be assessed separately.
For damage that is not covered by the legal guarantee, Etelle may offer a paid repair service after assessing the condition of the product, the availability of parts, and the feasibility of repair. Depending on the condition of the product, repair may not always be possible.
Proof of Purchase
Valid proof of purchase is required for all guarantee claims and after-sales service requests.
Please provide one of the following:
- A purchase receipt
- A warranty certificate
- Any other document confirming the product and its purchase or delivery date
Repairs requested after the legal guarantee period has expired, or repairs relating to issues not covered by the legal guarantee, may be subject to a service charge.
Guarantee and After-Sales Service Requests
To request a repair or after-sales service assessment, please contact info@etelle-paris.com and include the following information:
- A receipt, warranty certificate, or other proof of purchase
- A description of the issue
- The approximate date and circumstances in which the issue occurred
- At least one clear photograph showing the condition of the jewellery and the defect
Etelle will carry out an initial assessment based on the information and photographs provided and will advise you of the next steps. Where a more detailed examination is required, you may be asked to return the product.
Products returned without Etelle’s prior instructions or approval may not be accepted and may be returned to the sender.
Product Returns and Assessment
When returning a product, please ensure that it is securely packaged to prevent any additional damage during transit. Where possible, please use the original packaging. If the original packaging is no longer available, please use suitable packaging that provides adequate protection for the product.
We recommend using a trackable delivery service so that the shipment can be monitored.
Once the product has been received, a repair specialist appointed by an Etelle supplier will assess its condition and determine the cause of the damage.
Where the issue is found to result from a defect in materials or workmanship, or otherwise falls within the scope of the legal guarantee of conformity, Etelle will cover the applicable repair, replacement, and delivery costs in accordance with the relevant legal requirements.
Where the damage results from customer use, normal wear, or an external cause, Etelle will inform you whether repair is possible and provide an estimate of the associated cost. No paid repair will be carried out without your prior approval.
Estimated Processing Time
Repairs or replacements covered by the legal guarantee of conformity will be completed within the time limits prescribed by applicable consumer law.
Replating, paid repairs, and other general after-sales services may take approximately two to six weeks from the date the product is received. The actual processing time may vary depending on the condition of the product, the complexity of the repair, the availability of parts, and the repair workshop’s workload.
Design Alterations and Size Adjustments
Etelle does not offer design alterations or size adjustments as part of its standard after-sales service.
Where a product has been repaired or altered by a third party, it may be difficult to determine its original condition or accurately identify the cause of the issue. If such work caused or contributed to the damage, coverage under the guarantee may be limited.
Returns & Refunds
Customers may exercise their right of withdrawal within 14 days of receiving their order, without having to provide a reason. To exercise your right of withdrawal, please contact info@etelle-paris.com within this period and clearly inform us of your decision to withdraw from the purchase. Once you have notified us, the item must be returned within 14 days.
For returns made under the statutory right of withdrawal, Etelle will refund the purchase price of the returned item, including the standard delivery cost where applicable. Any additional delivery costs resulting from the customer’s choice of a delivery method more expensive than Etelle’s standard delivery option will not be refunded.
Refunds will be processed using the original payment method, unless otherwise expressly agreed, and no later than 14 days after Etelle has been informed of the customer’s decision to withdraw.
Etelle may withhold the refund until the returned goods have been received or until the customer provides evidence that the goods have been sent back, whichever occurs first.
Before returning an item, please contact info@etelle-paris.com for return instructions and the appropriate return address.
Exchanges
We do not offer direct exchanges.
If you would like to change the size, color, or model of your item, please return the original item for a refund in accordance with our Return Policy and place a new order for your preferred item.
For returns made due to personal preference, such as a change of size, color, or model, return shipping costs are the responsibility of the customer.
Please note that product availability cannot be guaranteed while your return is being processed.
Exceptions to the Right of Withdrawal
In accordance with applicable EU and French consumer law, the right of withdrawal may not apply to certain products, including:
- Items made according to the customer’s specifications or clearly personalized, including customized or engraved jewelry.
- Earrings and other hygiene-sensitive products where there are signs that the item has been worn or used, for hygiene reasons.
Products that have been worn, used, damaged, altered, stained, scratched, or otherwise handled beyond what is reasonably necessary to inspect the item may be subject to a reduction in the refundable amount where their value has diminished.
Natural Characteristics of Jewelry
Please note that slight surface variations, small solder marks, minor differences in plating color, and natural variations in the color, tone, size, or inclusions of gemstones may occur as part of the jewelry-making process.
These characteristics are inherent to the materials and craftsmanship of the jewelry and are not considered manufacturing defects, provided that the product corresponds to its description and meets the expected quality standards.
Defective or Non-Conforming Products
If your item appears to be defective, damaged upon delivery, or does not correspond to your order or product description, please contact us at info@etelle-paris.com as soon as possible.
To help us process your request efficiently, please include:
- Your order number or proof of purchase
- Clear photographs of the product
- A description of the issue
- Your warranty card, where applicable
The item may be reviewed through Etelle’s internal inspection process.
Nothing in this policy limits or excludes the customer’s statutory rights under applicable French and European consumer protection law, including the legal guarantee of conformity.
For confirmed defective or non-conforming products, Etelle will cover the necessary return shipping costs.