Retour & échanges

Products purchased on JanyMarcelle.com can only be returned to our distribution center via the Returns Department address, mentioned in our FAQ section, or through our Customer Relations Center, in accordance with these Terms of Sale.

Here are the steps to follow to return a product:

1. Return request

Send an email to conciergerie@janymarcelle.com or click on “ Request a return ” in the “ My orders ” section.

Please include: Your online order number, available in the confirmation email or on your invoice (which you will find in “Your orders” in your private area) and the reason for your return request.

If the return complies with these Terms of Sale, the buyer will be refunded via the same means of payment as that used for the purchase, within 14 days of receipt of the refund request. For an exchange, you have one month.

Please note that exchanges are only possible for orders placed within the Eurozone. Our team will arrange collection of your package with our carrier at the address indicated in your return request.

2. Preparation of the package

Include in the package the completed return form, the product to be returned, as well as all its accessories, free items, the Service Guide, the Warranty Card, and other documents, all in the original box carefully closed.

Make sure all original items are included in the package. Our carrier will pick up the package at the agreed date and time. For more information, please see our FAQ section or contact our Customer Relations Center.

3. Reimbursement

After receiving the package, please allow 5 business days for your request to be processed. Once validated, you will receive a confirmation email and the refund will be made within 2 to 3 days.

We will verify that the returned product complies with our Returns and Exchanges Policy before proceeding with the refund or exchange. Products must be in perfect condition, unworn, with all protective elements, labels, stickers (if applicable), in their original packaging and accompanied by the initial accessories and documents. If the returned product shows signs of wear, has been used or modified, we reserve the right to refuse the return or reduce the amount of the refund or exchange. Items offered as part of your order must also be returned with the product.

All returns are subject to rigorous Quality Control. If the product does not meet our quality criteria, the return will be refused and the products will be returned to you. If the quality control is conclusive, we will proceed with the refund or exchange. Failure to comply with these Conditions of Sale gives us the right to refuse the returned product and return it to you at your expense.

Non-exchangeable and non-refundable products: Please note that damaged jewelry cannot be refunded. Personalized or custom-made products cannot be cancelled, returned or exchanged. This includes products that are engraved or made especially for you.