FAQ

 

Need help?

 

Here you will find all the frequently asked questions.

COMMANDE

Is it possible to modify or cancel my order?

Any order placed cannot be cancelled. It cannot be modified via the website either but call us, we will try to help you if the order has not already been shipped.

I didn't receive a confirmation email, is that normal?

I didn’t receive a confirmation email, is this normal Have you checked your SPAM? Otherwise, log into your account to find all your information.

Is it possible to add a sweet word to my order?

Of course, we like to distribute love. Do not hesitate to let us know when you place your order.

How to send a gift directly to the recipient?

Just put your address directly when ordering. You must therefore enter your personal address in “Billing address” and the address of the person to whom the jewel is intended in “Shipping address”.

Can I order individual parts on site (e. g. medals, stones etc.)?

For any special request, please contact us on 0559318457 or by email : mademoisellefanny.atelier@gmail.com. We do not sell primers, cords, wire or jewellery equipment.

SHIPPING

What are the delivery times?

After receiving your order, we do our best to ship it as soon as possible. Allow 2 to 3 business days for your order to be shipped and then 2 to 3 additional business days for shipping.

For orders outside France, it is necessary to allow more transport time.

For deliveries to foreign countries, the consignee may have to pay customs duties in accordance with the legislation in force in the country of destination.

 

All our jewellery is sent with “Follow-up” so that you can keep informed of their location.

How are my jewellery packaged?

We send your jewellery in a cotton bag and a small kraft pocket.
Depending on the fragility of the product, we may place them in a small box so that your little wonders are not damaged during transport.

RETURNS

How long do I have to exchange or return my jewelry?

You have up to 15 days to return your jewelry to us. These deadlines are extended to 30 days for the Christmas period.

The jewel must not have been worn and must be returned in its original case.

How do I return my jewelry to you?

First of all, write us an email with your name, order number and reason for your return. Also specify if you would like a refund or an exchange.

The jewel must not have been worn and must be returned in its original case to avoid damage during transport. To avoid any dispute, it must be sent back to us in “Follow-up” at the following address:

“Mademoiselle Fanny” boutique

54 rue d’Espagne

64100 Bayonne

As soon as we receive it, we will contact you.

 You can also drop it off directly at the store if you have the opportunity.

REFUNDS

How are the refunds processed?

Refunds are made by transfer directly to the account used for your purchase.

How long does it take to be reimbursed?

How long does it take to get a refund? 14 days to get a refund. If you want to be refunded as a gift voucher, do not hesitate to let us know !

JEWELLERY WARRANTY

How long is my jewelry guaranteed?

Your jewelry is guaranteed for 6 months upon presentation of a proof of purchase. Warning: the warranty does not cover damage due to abnormal use of the jewel.

How to drop it off for repair?

First of all write us an email with your name, order number and explaining the problem. Please attach to this email a proof of purchase. We will then contact you as soon as possible.

If the jewel is still under warranty, send it to us in “tracking” parcel to avoid any dispute at the following address:

 

“Mademoiselle Fanny” boutique

54 rue d’Espagne

64100 Bayonne

 

You can also drop it off directly at the store if you have the opportunity.

What is the delay for repair?

Depending on the problem, the repair can take up to three weeks.

How do I get it back then?

The jewelry will be repaired or replaced and then sent directly to you at our expense.

LOYALTY PROGRAM

How do loyalty points accumulate?
You accumulate 5% of the total amount with each order. The accumulated points can be used from 200 euros of purchase So 200 euros= 10 euros offered for your next order 300 euros = 15 euros offered

 

Are the points accumulated on the site usable in the shop?

No, the points accumulated on the site cannot be used in the shop. These are indeed two different accounts.

GIFT CARD

How long is my gift card valid?

You have 6 months to please yourself or spoil the people you love.

Can a gift card ordered online be used in the shop?

Of course. However, a gift card purchased in the shop can only be used in the shop.

CORD BRACELETS

How do I adjust my cord bracelet?

The cords are adjustable.

To tighten it: Hold one of the two wires located near the central part of the bracelet. Pull the sliding knot. If it does not slide, repeat the operation with the other wire.

 

To loosen them: Simply pull on the knots.