CUSTOMER SERVICE POLICY
Warranty & After-Sales Service
1. All Etelle jewelry sold to consumers in France is covered by the statutory legal guarantee of conformity for two years from the date of delivery.
If a manufacturing defect or other lack of conformity covered by applicable French law is confirmed within this period, Etelle will provide a repair or replacement free of charge.
Damage resulting from normal wear, improper care or storage, accidental impact, exposure to chemicals, misuse, or other causes attributable to the customer is not covered by the statutory legal guarantee. In such cases, repair fees may apply depending on the condition of the jewelry, and repair may not always be possible.
2. All warranty claims and after-sales services require valid proof of purchase. Acceptable documents include an order confirmation, invoice, receipt, delivery note, or warranty card showing the product and date of purchase or delivery.
3. Etelle does not provide design modification or size adjustment services.
4. To request replating or an after-sales service consultation, please contact us at info@etelle-paris.com and attach clear photographs showing the current condition of your jewelry.
After reviewing the photographs, Etelle may request that the jewelry be returned for further inspection. If the issue is confirmed to be a manufacturing defect or another lack of conformity covered by the statutory legal guarantee, Etelle will bear the necessary shipping costs.
For replating, normal wear, accidental damage, improper care, or any other service not covered by the statutory legal guarantee, round-trip shipping costs and any applicable repair charges will be the responsibility of the customer.
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.