Frequently asked questions
Company
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How can I be sure that my jewel was made in France?
French manufacturing is guaranteed by the Joaillerie de France label.
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Do you have any stores?
To find partner sales outlets near you, please visit our page dedicated to partner jewelry stores
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How long is a Façonnier jewel guaranteed?
Façonnier jewelry is guaranteed for life against manufacturing defects.
In the event of shock or abuse, we can of course repair all your jewelry, but after-sales service is not free of charge.
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How long does it take to cancel an order or get a refund?
You generally have up to 48 hours after placing your order to cancel it, and up to 14 days after delivery of the product to request a refund.
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Can I track my orders directly in my personal space?
You can track the progress of all your orders in your My Account, My Orders area. You'll also find your parcel tracking number there.
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How do I subscribe to and unsubscribe from the newsletter?
To subscribe, go to the bottom of any page, enter your e-mail address and click on "ok". You can unsubscribe from any e-mail you receive by clicking on "unsubscribe".
Bijou
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How can I be sure that my jewel is real?
Façonnier has a master hallmark and a title hallmark that allow you to verify the metal used. Each piece of Façonnier jewelry also has an identified serial number.
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Can I engrave a ring?
Yes for an additional 15€ and extra time for delivery, you can engrave the message of your choice by adding it in the comment box on the product page.
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How does the limited series work?
Find out more click here.
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How can I get my jewelry repaired?
Send us back and we'll do our best to satisfy you.
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Can I supply gold to make jewelry?
For Façonnier collections, we cannot use your gold. For made-to-measure products, we can work to order and use your gold.
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What is the quality of your stones?
All our diamonds are GSI quality. All our stones are of natural origin.
Delivery
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Do I have to pay for delivery?
Delivery is free worldwide, with no customs charges.
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What are my delivery options?
All our parcels are shipped via DHL. To use another delivery method, please contact us.
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Can I choose a delivery date/time?
Packages are delivered 2 working days after dispatch in mainland France. Once you have received your tracking number, you can reschedule a delivery directly on the DHL platform, if you think you won't be there at the time.
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Do I need to sign for my order?
Yes, as the parcels are valuable, we require a signature on receipt.
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Can I get delivery anywhere in the world?
Yes, Façonnier guarantees delivery wherever you are.
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What is the delivery and shipping time?
At Façonnier, we are committed to dispatching your order within 4 working days and within 1 week, depending on the stock availability displayed on each product. If they are not in stock, the jewels remain available for sale. Please allow 3 weeks for manufacturing.
Finger size
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How do I know my finger size?
We offer a number of tips and even a free baguier for your home. To find out more click here.
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I've got the wrong finger size. What should I do?
Ring sizing is offered up to 1 month after receipt of your ring.
Made-to-measure
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How does the made-to-measure service work?
It's easy, just fill in the form on the page made-to-measureAdd as much information as possible. It can be a drawing, an inspiration, an audio description of the jewel of your dreams.
The next step is the design of your jewel by a 3D designer. To obtain a 3D model of your jewel, which is essential for drawing up a precise estimate and proceeding with production, we ask you to pay a €30 fee. The files of your creation will be sent to you by e-mail and will belong to you.
Please note that without this 3D modeling, we can only provide you with an approximate budget estimate. If you are satisfied with our proposal, your jewelry will be manufactured and finished within 3 weeks.
Back
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How do I return an order?
Contact uswe will send you a label free of charge to return the parcel to us.
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My parcel arrived damaged. What should I do?
If you see any damage on delivery, refuse the parcel if possible. If it's too late contact us.
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Do I have to pay for the return if I return my order?
The jewelry we offer can be returned within 14 days. However, please note that custom-made creations are not eligible for returns.
Payment
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How do I use a discount code?
At checkout, before entering your shipping and payment information, you have the option of adding a discount code.
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How do I activate payment in 3 instalments?
For all Façonnier jewelry, you can pay in 3 instalments at no extra cost. You can choose this payment method when selecting your payment method.
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How does 3-installment payment work?
How it works is simple: your order total is divided by 3. The first payment is made on the day the order is validated, and the 3 others on the same day over the following 3 months.
For example, if you order a piece of jewelry for €990 on December 5, you will be debited as follows:
330€ on December 5
330€ on January 5
330€ February 5
My order
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How do I cancel my order?
You can cancel your order in "My account", "My orders". If the parcel has already been dispatched, you can refuse delivery or return the parcel to us. You have 14 days after receipt of the parcel to cancel your order.
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How can I track my order?
In your My Account area, when your order is dispatched, you will receive an automatic e-mail (to the address you entered when registering) with the delivery tracking and parcel tracking number.
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My jewel has broken. What should I do?
Contact usWe will do our utmost to satisfy you.
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I have received my jewel but it is damaged/broken, what should I do?
Send it back to us and we'll send you another jewel.
