Returns, Exchanges and After-Sales Service

What is our return and exchange policy?

We accept returns and exchanges on jewelry within 30 days, provided items are unworn and show no signs of wear. Items can be exchanged or returned for store credit valid on our website. You may also request a refund within the legal 14-day period, except for personalized items.

Please carefully review the following conditions to confirm if your jewelry is eligible for return:

Personalized Jewelry: Personalized pieces are final sale and cannot be returned or exchanged. Created just for you or a loved one, each piece is custom-made and is therefore not eligible for exchange, store credit, or refund.

To return your item, please send it in its original box along with proof of purchase (warranty or invoice) via a tracked shipment, accompanied by the return form available to download here .

We will process your request within 14 days of receiving your return.

How to repair my jewelry – Is it under warranty?

Each piece is crafted with care by our artisans, but please note that our jewelry is delicate.

Your jewelry is covered by the legal warranty of conformity and hidden defects, plus an additional commercial warranty:

• Jewelry in 18k Gold (750/1000): These items come with a 10-year warranty covering material and manufacturing defects, as well as normal wear.

This warranty does not cover damage caused by improper use, accidental impact, or mishandling. Rhodium plating and stone setting are not covered, as these require specific maintenance based on wear. For any repairs, please follow the return process outlined in our Customer Care section.

• Jewelry in Gold-Filled or Sterling Silver: These items are guaranteed for one year from the date of purchase on your invoice.

The Atelier Paulin warranty covers only material or manufacturing defects. Cord or strap wear is not covered; however, you can request a replacement following the return process.

Please note that any damage due to snagging, stretching, accidents, or regular wear is not covered by the warranty.

• If Your Jewelry is Still Under Warranty

Send your item in its original box with proof of purchase (warranty, invoice, or order number) via tracked shipment, along with the return form available for download here .

We will process your request within two months of receiving your jewelry.

• If Your Jewelry is No Longer Under Warranty

We offer a service to recreate your favorite piece for a contribution of 50% of the original price. After we receive and assess your item, payment can be completed securely.

- Cord Replacement: €25

- Repair or Remake: 50% of its initial price after appraisal.

Note: Broken jewelry cannot be soldered and must be remade to ensure quality.

- Reshaping and Cleaning: We offer free reshaping and cleaning services. If reshaping is not possible, we will contact you.

For any questions about repairs, contact us at care@atelierpaulin.com Please include a photo of your item and your order number.