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My account
How do I create an account on your website?
To create your account, simply click here. You’ll also have the option to create one during checkout, right before completing your order.
I can’t log in — what should I do?
If you're unable to log in, please make sure your login details are correct. If you’ve forgotten your password, click here and select “Forgot your password?” to reset it. If the issue persists, feel free to contact our customer service — we’ll be happy to help.
How can I update my personal information?
You can update your personal information (address, email, password) directly from your account by clicking here. If you need to change your address after placing an order, please contact us as soon as possible.
Is my personal data secure?
Yes, your information is completely secure.Our website uses SSL encryption, and all payments are processed through trusted and secure platforms like Shopify Payments and PayPal.
Orders
How can I place an order?
Simply browse our shop, add your favorite pieces to your cart, and follow the checkout steps. Once your payment is confirmed, you’ll receive a confirmation email with your tracking number.
Can I modify or cancel my order after it’s been confirmed?
Once your order has been confirmed, we’re unable to make any changes. If it hasn’t been shipped yet, feel free to reach out to our customer service — we’ll do our best to cancel it in time.
How can I track my order?
As soon as your order is shipped, you’ll receive an email with a tracking link. You can also track your order from your account by clicking here.
What should I do if I haven’t received my order?
If your order is delayed, please first check the tracking link provided in your shipping confirmation email. If you notice any issue, feel free to contact our customer service — we’ll be happy to assist you.
What is the processing time before shipping?
Our orders are prepared within 1 to 3 business days before shipping. During busy periods, this timeframe may be slightly extended.
Payment
What payment methods do you accept?
We accept payments by credit card (Visa, Mastercard, Amex) and PayPal.
Are payments processed securely?
Yes, all transactions are secured with SSL encryption and processed through Shopify Payments and PayPal for your safety.
Can I use multiple promo codes on the same order?
No, only one promo code can be used per order.
Delivery
Do you ship internationally?
Yes, we deliver to several European countries. Shipping destinations and fees are shown at checkout.
What shipping options are available?
We offer several delivery options:
Standard (3-5 business days)
Express (1-2 business days)
Pickup point (3-7 business days)
The available carriers and delivery times depend on your country.
What are the delivery times?
Delivery times vary depending on your location and the shipping method you choose:
France: 1 to 7 business days
Europe: 5 to 15 business days
Once your order is shipped, you’ll receive an email with your tracking details.
Can I change my shipping address after placing an order?
If your order hasn’t been shipped yet, please contact us as soon as possible. After that, we won’t be able to update the delivery address.
What should I do if my package is lost or damaged?
If your package appears lost, please check the tracking information. If there’s an issue, contact us so we can work with the carrier to find a solution.
Returns and Refunds
Can I return a piece of jewelry?
Yes, you can return your jewelry within 14 days of receiving it, as long as it’s in its original condition and unworn.
How do I make a return?
To return an item, please follow these steps:
Contact our customer service at contact@eclatparis.com with your order number.
You will receive instructions on how to send back your item.
Once we receive and verify the return, we will process your refund.
How long does it take to get a refund?
How long does it take to get a refund?
Refunds are processed within 7 business days after we receive and approve the return.
Who pays for the return shipping?
Return shipping costs are your responsibility, except in cases of defective products or errors on our part.
Can I exchange a piece of jewelry instead of getting a refund?
Unfortunately, exchanges are not possible. If you want a different piece, please return the original item and place a new order.
Jewelry Care
How do I care for my stainless steel jewelry?
Clean your jewelry with a soft, dry cloth. Avoid contact with perfumes, creams, and chemicals to keep them shining.
Can I wear them in water?
Our stainless steel jewelry is water-resistant, but we recommend drying them after prolonged exposure to water to maintain their shine.
What should I do if my jewelry loses its shine?
You can restore your jewelry’s shine by gently cleaning it with a soft cloth or a mixture of warm water and mild soap.
Warranty and Customer Support
Are my jewelry pieces covered by a warranty?
Yes, all our jewelry comes with a 12-month warranty against any manufacturing defects.
What should I do if I receive a defective item?
If you notice a defect, please contact our customer service within 2 days of receiving your order. Send us photos of the product along with your order number, and we will find the best solution for you.
What does the warranty cover and how long does it last?
Our warranty covers manufacturing defects for 12 months. It does not cover normal wear and tear or damage caused by misuse.
Other questions
How to become a retailer of our jewelry?
If you’re interested in carrying our jewelry, please contact us through our dedicated form here or by email at sales@eclatparis.com.
