Deprecated FAQ
My Order
How do I find my order number?
A confirmation email has been sent to the email address with which you placed your order. Do not hesitate to check your spam and wait a few minutes after placing your order.
You can access your order history by logging into your account. If you have not created an account, you can register with the email address you used to place your order.
Can I cancel or update my order?
If you want to modify or cancel your order, please send us an email within 24 hours. Our team does its best to shape and ship your order as quickly as possible, it is likely that we cannot cancel or modify your order.
Personalized jewelry cannot be modified or canceled.
Can I update my shipping address?
If you want to modify your shipping address, please send us an email within 24 hours. Our team does its best to ship your order as quickly as possible, it is likely that we cannot modify your shipping address. Once the shipment is processed, feel free to contact the carrier.
How can I track my order?
Log in to your account to track the status of your order. If you do not have an account, you can create one using the email address you used to place the order.
Once your order is processed by our team, an email is sent to you with the tracking number of the package. If the email does not arrive instantly, please wait a few minutes.
Order status:
- Confirmed: Your order has been received and will be processed by our artisans.
- Shipped: Your order has left our Atelier for shipment.
- In process of creation: Your order is in the hands of our artisans who shape your jewel by hand in our Atelier in Paris.
Shipping
What are the different shipping methods and delays?
Atelier Paulin delivers your orders worldwide.
Please note that delivery time does not take into account the manufacturing time of your jewel.
- Delivery in France is ensured by Colissimo. A reliable and fast service that will deliver your orders in 48 hours (Monday to Saturday) and in 3 working days for Corsica.
- Delivery in the European Union, USA and other areas of the world is provided through DHL Express. Delivery will be made within 24 to 72 hours, depending on the country.
In order to receive your order as soon as possible, we recommend that you indicate an address where you are present during daytime hours. We cannot take responsibility for the loss of a package once it has been declared delivered by the carrier.
DHL : If you are absent upon delivery, the carrier will come again on the next working day. If he finds the door closed again during the second delivery, you will be notified to pick up your package at a DHL distribution center within 15 days before sending it back to our workshop. Please follow the instructions on the DHL delivery note that you will find in your mailbox.
If you are in Paris, we invite you to pick up your jewel in our store at 60 rue de Richelieu, 75002 Paris. It's free of charge and we will be delighted to meet you!
Shipping time
Our creations are shipped directly from our Atelier in Paris. Our artisans shape and ship your 14 karat gold filled and silver jewelry within 3 business days and your 18 karat gold jewelry within 5 business days. Please note that some personalized products require soldering by a qualified solderer. Products that require soldering such as rings can be shipped within 4-5 business days.
What are the shipping costs for your order?
We deliver worldwide except for Russia and risk areas. Please note that delivery time does not take into account the manufacturing time of your jewel.
Shipping is free from 175€ purchase in France, from 250$ in USA and Canada. For all other countries, delivery is free from 250€ of purchase.
US AND CANADA
- DHL - International shipping: 2 working days, 25$ DDP
METROPOLITAN FRANCE EXCEPT CORSICA
- Colissimo with signature : 2-3 working days, 9.90€
- DHL express : 1 working day, 19.90€
- Pick up point : 2-3 working days, 7.90€
- Bike courier - Paris only: in 3 hours as soon as your jewel is ready, 8.90€
- Click and collect Paris 2e - 60 rue de Richelieu : free of charge
CORSICA
- Colissimo with signature: 3 working days, 9.90€
- Pick up point : 2-3 working days, 7.90€
EUROPE
- DHL express : 1 working day, 19.90€
REST OF THE WORLD :
- DHL - International shipping (2 working days) Africa, Asia, Europe (non EU), Monaco - Andorra, Oceania, South America, Switzerland, United Kingdom: 24.90€
- Central America - West Indies - DOM-TOM: 24.90€
Will I be charged duties and taxes?
Duties and Taxes
Europe: Customs duties are included. Taxes are applied in your shopping cart based on the state/province of the shipping address.
United States of America, Canada: Import duties and taxes are included in the price of the products and there is no additional charge for shipping.
Other countries in the world: Customs and taxes may be applied to your shipment. Please note that we have no control over these fees and cannot give you the amount of these fees in advance, as they vary by country. For more information, please contact your local customs office. Please note that any fees applied will not be refunded.
What is the return and exchange Policy?
We take back and exchange your jewelry within 30 days! The jewelry must not show any mark and must not have been worn. Your jewelry can be exchanged or taken back for a voucher valid on our website. Please read the following terms and conditions carefully to see if your jewelry is eligible for return.
Personalized jewelry can not be exchanged.
If it’s too small, we can add an adjustment ring and if it’s too big, we can re-adjust it.
Please send us your jewel in its original box and the proof of purchase (warranty or invoice) by parcel with the return form to be completed on your customer account in the section my returns.
Your request will be processed within 3 weeks from the reception of your jewel.
We inform you that the after-sales services will not be processed between December 1st and 31st due to the Christmas season. You can however register your request, our artisans will come back to you soon!
How to get my jewelry repaired? Is it under warranty?
Our artisans put all their passion into the creation of your jewel, but it remains a delicate piece.
All jewelry purchased is guaranteed for one year from the date of purchase mentioned on your invoice.
Jewelry warranties only cover material or manufacturing defects. Cords and links are not guaranteed.
Deformations due to accidents or normal wear are not included in the warranty.
For more information you can contact care@atelierpaulin.com and join a photo of your jewel.
- If your jewelry is still under warranty :
Please send us your jewel in its original box and the proof of purchase (warranty or invoice) by parcel with the return form to be completed on your customer account in the section my returns
Your request will be processed within 3 weeks from the reception of your jewel.
- If your jewel is no longer under warranty :
To allow you to fully enjoy your favorite jewel, our artisan will make a brand new piece. For the re-fabrication, a participation is required (50% of the initial price of the jewel). We would be grateful if you would accompany your defective jewel with a cashier's check - according to the following terms:
To replace your cord: 25 €
Redo your jewel: 50% of its initial price
Broken jewels must be remade. We do not solder jewels for quality reasons.
- Shrink or straighten my jewel:
We will straighten your jewel for free. Send it back to us according to the procedure above or visit us, if you have the possibility, in our store at 60 rue de Richelieu - 75002 Paris (France).
Made to measure
How can I create a made to measure piece of jewelry ?
The Atelier Paulin design studio allows you to create your own tailor-made piece of jewelry. Write us via the contact form here, or come and see us at the Atelier, by appointment, to tell us about your project, whether it is a creation that is not part of the models we offer, a stone that you want to see come to life through a piece of jewelry, or a fetish accessory that you want to personalize.
You can also write to us about an existing Atelier Paulin jewel that is not available in the material you want on our website.
Gift card
How to offer an Atelier Paulin gift card?
Not sure of the size or preferences of the person you want to surprise? Looking for a gift idea? Need a last minute gift? Opt for our Gift Card!
It is a gift code composed of numbers and letters that the lucky beneficiary can use at any time on our eShop. The gift code can be used at checkout and the amount of the cart will be deducted from the coupon's value.
We don't offer a remainder if the full value of the coupon is not used.
To offer a gift card:
Select the amount of your choice and add a personalized message.
You have two options:
- Print at home: allows you to print the dematerialized coupon with Atelier Paulin's colors and offer it in person.
- Send by email: you decide to send the gift card by email to the lucky person.
Click here to get your e-gift card.
Payment
What are different payment methods ?
On our website www.atelierpaulin.com :
Credit card (Blue, Visa, Eurocard/Mastercard) (payment secured by Stripe).
Paypal & payment in 4 times without fees available.
You can also pay your order with an Atelier Paulin gift card.