FAQ

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.

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.

The Atelier Paulin design studio allows you to create your own tailor-made piece of jewelry.

Email us 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.

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.

Please note: 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.

Since 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.

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.

What is your return policy?

We accept returns and exchanges for your jewelry within 30 days. The jewelry must show no signs of wear and should not have been worn. Your jewelry can be exchanged or returned for voucher valid on our website.

Please read the following conditions carefully to determine the eligibility of your jewelry for a return.

Personalized jewelry is neither accepted for return nor exchange. It was made at your request or by one of your loved ones, custom-crafted, and thus cannot be subject to exchange or refund. If it’s too small, we can add an adjustment ring and if it’s too big, we can re-adjust it.

Kindly send us your jewelry in its original box, along with the proof of purchase (warranty or invoice), by parcel, accompanied by the return form downloadable here.

Your request will be processed within 14 days from the receipt of your jewel.

How to get my jewelry repaired? Is it under warranty?

Our artisans pour their heart and soul into crafting your jewelry, but please remember it is still a delicate piece.

Your jewelry is covered by the legal warranty of conformity and the warranty against hidden defects. In addition to these, we offer a commercial warranty:

The Atelier Paulin warranty covers only material defects or manufacturing faults. Wear and tear of cords and links are not covered; your cord can be changed following the return procedure. 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.

Please send us your jewelry in its original box, along with the proof of purchase (warranty or invoice or order number) by parcel accompanied by the return form  downloadable here.

Due to the holiday season, service requests (SAV) received before December 1st will be processed within the usual timeframe of approximately 3 to 4 weeks, with a maximum of 2 months. Service requests received after December 1st will be logged but will not be processed until January 1st. From that date, the processing time will again be approximately 3 to 4 weeks, with a maximum of 2 months.

To allow you to fully enjoy your favorite pieces of jewelry, our artisan will create an entirely new pieces. For the re-fabrication, a contribution is required (50% of the initial price of the jewelry). Payment for repair services is made through a secure payment link upon receipt of the jewelry - according to the following terms:

- To replace your cord: 25 $

- Re-fabricate your jewelry: 50% of its original price after assessment.

Note: Broken jewelry in gold filled 14k and sterling silver needs to be remade. We cannot solder the jewelry for quality reasons.

- Reshaping and cleaning: We reshape and clean your jewelry for free. If reshaping is impossible, we will contact you.

What are the different shipping methods and delays?

Please note that delivery time does not take into account the manufacturing time of your jewel.

• Delivery in the USA and Canada 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.

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 to 6 business days and your 18 karat gold jewelry within 5 to 10 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 5 to 10 business days.

What are the shipping costs for your order?

Shipping is free from $250 in USA and Canada.

DHL - International shipping: 2 working days, $25

Will I be charged duties and taxes?

Duties and Taxes

United States of America, Canada: Customs duties and taxes may be applied to your shipment. Please note that we have no control over these charges and cannot give you the amount in advance, as they vary from country to another. For more information, please contact your local customs office. Please note that any charges applied are non-refundable.

Packaging

Each piece of jewelry is delivered in its Atelier Paulin signature packaging with its warranty certificate. A gift packaging can be requested in your shopping cart.