Le Juelier guarantees your total satisfaction with our products and services. In the unlikely event that you are unhappy with your purchase, you can return the items to us as long as we are informed on the day you receive it. You can request an exchange within 5 working days from the date you received the item. All returns are subject to the following conditions:
Provided the goods are returned in their original packaging.
The piece is in its original condition. Those showing signs of wear-and-tear, alterations (done outside of Le Juelier) or any form of damage will not qualify for a refund.
Pieces with engravings will not qualify for a refund.
Once we have received your item, we will put it through quality inspections and checks. If the returned piece satisfies all applicable rules, we will then refund the full price to you. Please ensure you have all necessary receipts, certification and original packaging before contacting us for a refund.
To return your items please follow the steps outlined below:
Fill in your returns form
Complete the “Returns and Exchanges Form” which is included in your delivery and specify the items you wish to return. You can then either email it to us to firstname.lastname@example.org, or call us on (+34 952 05 13 51) to inform us about your wish to return your order.
There is a downloadable version of our “Returns and Exchanges Form” at the bottom of this page.
Place the item(s) in the original packaging and seal securely. Remember to include your completed “Returns and Exchanges Form” in the parcel.
You have 5 days from the date on which you received your order to return any item(s) that you are not happy with as long as you inform us on the day you receive your order. Please note that you’ll be responsible for organising and covering all costs of returning the items to us, unless we delivered the item to you in error, or if the item is damaged or defective. We strongly recommend that you use a recorded delivery service with insurance as we will not be responsible for any items that do not receive.
Please be aware that we will not cover any additional charges for customs clearance and sales taxes that you may incur when returning your item. Customs policies vary widely from country to country, so you should contact your local customs office for further information.
Once we have received the item(s) a member of our Customer Service team will contact you to confirm receipt of the parcel. Any unauthorised returns/exchanges may be returned to the sender (at the customer’s expense). Returns received outside the above time frame will be accepted at the discretion of Le Juelier. Once we receive your returned item(s), we will carry out a quality check. You will only qualify for a refund if the item(s) you return is in perfect/pristine condition and in its original packaging.
Returns Policy for items on sale - Same returns policy as above.
Should you wish to exchange your purchase for an alternative item, please send us an e-mail to email@example.com, or if you prefer, you can call our Customer Service department for advice on a more suitable item (+34 952 05 13 51). Remember, you have 7 working days from the date you received your order to notify us of your wish to exchange any item you have purchased and to return said item to us to the aforementioned address.
To return any item to us for an exchange, simply follow the procedure outlined in the above sub-section. We will only dispatch your new item once we have received your returned goods, and these have undergone a quality control check. Once this process has been completed, we will notify you by e-mail. You will be charged for any difference in cost of your new item, plus delivery costs (you will be responsible for applicable customs clearance charges and sales taxes). Any refund involved will be issued based on the payment method used at the time of purchase.
However, if you see something on our website you must have immediately you can make your purchase. We will issue any refund involved, once we have received your return and a quality control check has been successfully accomplished.
Remember, in the event you cancel your order, you have to return your items within 7 working days of the date you received your order. Moreover, any requests for exchanges received outside of the aforementioned timescales will be subject to product availability. You will have to bear any shipping costs involved for such exchanges. If you wish to return an exchanged item, you will have to bear all costs involved in returning the item to us and will be refunded only as a credit note.
Cooling off Period
Our customers are entitled to cancel an order within 7 working days from the day they receive their order and to return it for a full refund.
Cancelling an order before despatch
If you change your mind after placing an order, you can cancel it at any time before we despatch it by telephoning us. You will need to give as your name and address details, as well as your order number. If you cancel part of an order, the postage and packaging charge is recalculated on the price of the items you keep.
Returning Faulty Goods
We will cover the costs of returning any item we delivered to you in error, or if the item is damaged or defective.
Complaints concerning damage caused during delivery shall be covered by the insurance, provided a formal complaint is submitted ON THE DAY OF DELIVERY by phone or email. Complaints made after this period will not be covered by the insurance or by Le Juelier and any repairs will be your responsibility.
In the unlikely case that you receive an incorrect item contact our Customer Service department immediately by phone or email. Next, place the item(s) in the original packaging, seal securely and post the parcel to the address stipulated in the “Returns” section. If you received an incorrect item because of an error we committed we will cover the costs of return - provided you present us with a valid receipt/invoice for any relevant costs you have incurred.
Note: All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty.
Receiving a Refund
If you return your product according to this voluntary guarantee, we will refund to you the purchase price of the item in question already paid by you, but not the delivery costs of your initial purchase. Likewise the transport risk and return costs are borne by you. Please note that you will only qualify for a refund if we receive the item you wish to return in perfect condition and in its original packaging.
If you wish to exchange the product you’ve purchased, you will have to pay the difference in cost of your new item (if any), plus the new delivery costs. We will issue any relevant refund (for example, the difference in purchase price if you were to choose an item which is cheaper than the one you initially purchased) once we’ve received the item you wish to exchange in perfect condition and in its original packaging. Like with any return, we will not refund the delivery costs of your initial purchase and the transport risk and return costs are borne by you.
Refunds will be made within 30 days of the date of cancellation notice. The cost of any undamaged and unworn products correctly returned will be refunded and issued based on the payment method used at the time of your purchase. As previously stated, international customs duties and sales taxes are non-refundable.