I would like more details about a piece of jewellery. How do I contact customer services?
Is it possible to have my piece of jewellery resized?
We resize rings within 14 days of the date of purchase. Only one resizing is possible. Bracelets and necklaces in our collection will need to be assessed and a quote provided before resizing can take place. Please contact us by telephone on +33 1 43 72 91 33.
How do I determine my ring size?
You can use a tape measure to measure your finger. Measure the circumference of your finger in mm and refer to our size guide. Please note that your fingers may have different circumferences on your right and left hands. In addition, the style and design of a ring may affect the choice of size. Please contact us via the contact form or telephone on +33 1 43 72 91 33. if you have any questions.
The stone in my piece of jewellery does not look like the one in the photo on the website. Is that to be expected?
Each stone is unique, with its own specific features and inclusions. They are individually selected, and their imperfections mean that you won’t find the same piece of jewellery anywhere else.
I have a question about my order (amendment, cancellation, delivery, etc.). What should I do?
For questions about your order, please contact the customer service department by telephone on +33 1 43 72 91 33 or via the contact form.
Do you offer gift wrapping?
We do not offer specific gift wrapping. All our orders are dispatched in a case, with a Pascale Monvoisin box and tote bag. This wrapping is shown in the Packaging section for each product description.
Do I need to pay for delivery?
DHL Express delivery is free in France and abroad. We offer a free courier service for customers located in central Paris.
How long will it take to deliver my order?
Orders are dispatched within 1 to 3 working days. Delivery times may be longer during certain busy periods, in which case we will keep you informed. Customisable jewellery will take longer. The timescale for engraving the piece in the workshop is shown in the product description.
How do I track my order online?
Once your order is being processed, you will receive an email from DHL Express containing your parcel tracking number.
Will I need to pay custom and import duties?
All orders dispatched outside Europe, United Kingdom and Switzerland are dispatched on a delivery duty paid basis. For other destinations which apply customs import duties, your carrier will contact you to let you know how much you will need to pay. This procedure may cause the delivery of your order to be delayed, as you will be responsible for paying the customs duties and taxes to enable the goods to flow freely.
I want my online order to be delivered click & collect to one of the Parisian stores. What should I do?
If you would like to collect your online order from one of our stores, please select click & collect as your delivery method and select your store. Your order will be available for collection within 1 to 2 working days and you will be informed when it is ready.
I would like to return my order. What should I do?
For orders delivered in France, please log into your account and submit a return request. We cover the cost of return shipping. For orders delivered outside of France, the Customer will find the withdrawal form attached to their order. The costs for returning orders shipped outside Mainland France shall be borne by the customer. Online orders can be returned in-store if exchanging for a different size or style. Returns for refunds may be dropped off in-store, but no refunds will be made in-store.
How long is the cooling-off period for an online order?
The cooling-off period for online orders is 14 days from the date of receipt.
How long will it take to refund my order?
The refund will be made within 7 to 10 working days of receiving your parcel on-site.
What payment methods are available?
We offer two payment methods: by bank card or in 3 interest-free instalments via Alma.
I have a credit note. How do I use it?
If you have a credit note valid on our website, this can be used as a voucher code to enter when finalising your basket. This credit note is valid for 6 months from the date issued and can be used for several transactions.
When will my bank account be debited?
The amount of the transaction will be debited once the order is confirmed. For payments in 3 instalments, the 1st third will be debited as soon as the order is placed. The 2nd third will be debited after 30 days, and the final third after 60 days.
My piece of jewellery is broken. How do I get it repaired?
For repair requests, please contact our customer service department by email at: firstname.lastname@example.org You can also download the after-sales service form, fill it in and return it with your piece of jewellery. Everything you need to know about the return is set out in the document. The after-sales service department will contact you by email once your parcel is received at the showroom.
How do I change my password?
If you wish to change your password or you have forgotten it, click on « forgotten password » . You will receive a password reset email.
How do I create my customer account?
To create your customer account, go to the « my account » page and fill in the compulsory fields. Once these details have been entered, you will be able to access your account.
How can I amend my personal details?
You can amend your delivery/billing address, email address, etc. via your personal account.