- 1. Shipping and delivery
- 2. Returns and exchanges
- 3. Packaging
- 4. Help with my order
- 5. Payment
- 6. Care and repair
- 7. After sales service
- 8. Sizing
- 9. About Jewelry
- 10. Special projects
- 11. Sustainability
Your order will be delivered two to five days following shipping, excluding any customs delays. If you live in Paris and order before midday, you have the possibility to recieve your order by courier the same day, from Monday to Friday.
The delivery is offered worldwide for any standard shipping method.
We ship to most international countries and in the currency of the country.
You can choose your country from the country switcher and select a language.
You can track your delivery using the tracking number sent to you via email when your order is shipped.
The total amount you pay includes all applicable customs duties & taxes. We guarantee no additional charges on delivery even on international orders.
You have 14 days to return your order. The jewlery must be intact and must not have been worn. Upon receipt, it will be appraised by our workshop. If any damage is observed, a deduction will be made from your refund for the amount of the repair.
Follow the steps to get your free prepaid return label: Returns Portal
Send an email to firstname.lastname@example.org with your order number. Once the order has been shipped, it will not be possible to cancel it. You will have to request its return once received.
Please send an email to email@example.com specifying your order number and the problem encountered. Do not hesitate to attach photos if necessary.
Returns are free of charge, we will send you a pre-paid shipping label.
Upon receipt of your package, if the order is complete and undamaged, you will be refunded within 5 working days.
First of all, please accept our apologies. You can send your complaint by e-mail to firstname.lastname@example.org with photos illustrating the problem. Our after-sales service will process your request as soon as possible.
Each order is prepared with the greatest care. All our creations are delicately packaged in a jewellery box with a suedine wipe.
All Charlotte Chesnais creations are packaged in a jewellery box for gifting. Other packaging is not available.
Unfortunately it is not possible to add a note to your order.
If you are having trouble with your order, the solution can likely be found in our FAQ. Feel free to browse through it. If you can't find the answer, you can send an email to email@example.com
It is not possible to contact us via telephone. For all questions please email us at firstname.lastname@example.org
We accept payments by credit or debit card, Paypal, or with our financial partner Alma for a payment in several installments.
At Charlottechesnais.co.uk, every purchase is made in the most secure way possible through a secure online payment gateway that encrypts payment card information in a safe hosting environment. The payment gateway is fully PCI Level 1 compliant and is overseen by Trustwave, which has been awarded ASV and QSA status by the Payment Card Industry Security Standards Council.
Try to make your payment again using a different Internet browser. If the problem persists, send us an email to email@example.com and we will investigate the problem.
Pour conserver tout l'éclat du vermeil et ne pas l'endommager, il est essentiel d'éviter de mettre vos bijoux à proximité de toute source de chaleur ou d'humidité. Notamment l'eau et la sueur. Vos bijoux en vermeil doivent être conservés dans un endroit à la lumière, frais et sec. Afin d'éviter le processus naturel d'oxydation, nous vous recommandons de porter vos bijoux le plus souvent possible et de ne pas les laisser dans une boite fermée.
Le vermeil est un métal précieux recouvert d'or. La principale différence entre le vermeil et les bijoux plaqués or est que le vermeil possède une base en argent ; tandis que les pièces plaquées peuvent être faites avec une variété de métaux (métal ou plastique par exemple). C'est pour cette raison que ce dernier est considéré comme plus précieux.
Suivant la règlementation française, l’argent massif doit être au titre de 925 millièmes ou de 800 millièmes au minimum. Concernant l’or, ce dernier doit être au titre légal minimum de 750 millièmes.
The oxidation of the pieces is a natural phenomenon, which will give your jewellery a beautiful patina over time.
Vermeil is a natural material that can react to the pH of the skin. If marks appear on your skin, we suggest cleaning your jewellery with the cloth provided in your jewellery box. If the problem persists, do not hesitate to contact our customer service firstname.lastname@example.org
To avoid premature wear of your jewellery, we recommend avoiding contact with water as much as possible.
When you purchase your Charlotte Chesnais jewellery, a special cleaning cloth will be provided in your jewellery box. We advise using this cloth, or a soft microfibre cloth to gently polish your jewellery. Never use chemicals to clean your pieces, such as washing-up liquid or make-up remover.
We advise you to contact the store where you bought your jewellery directly.
The gold plating of your jewellery is guaranteed for 1 year following purchase. In case of abnormal wear within the first year, we will re-plate your piece for free. If after one year your jewellery needs re-plating, this service will always be available for a small fee.
The guarantee does not apply in the following cases:
- Non-compliant use and defects in use; Incorrect wear
- Damage caused by a handling error, excessive or incorrect use, accidental or intentional physical changes, use for professional or commecial purposes;
- In the event of improper care, or a lack of care and hygiene; or in the event of a lack of maintenance and hygiene;
- Repairs carried out on the jewellery by any person not authorised bIf your jewel is damaged and under warranty, we invite you to contact the retailer from whom you purchased the jewel, or to contact our customer service. The proof of purchase is necessary to confirm the validity of your warranty. y Charlotte Chesnais, as well as damage resulting from these repairs.
- Jewelry sold in private sale
Your Charlotte Chesnais jewellery is guaranteed for 1 year from the date of purchase. We invite you to keep your proof of purchase in order to activate your guarantee.
If your jewellery is damaged and under warranty, we invite you to contact the retailer from whom you purchased the jewellery, or to contact our customer service. Your proof of purchase is necessary to confirm the validity of your warranty.
We offer a repair service on estimate for all broken jewellery that is no longer under guarantee.
If your jewel is oxidized, a simple cleaning with a specific wipe should be enough. For this, we invite you either to go to our store or to contact our customer service email@example.com
It is possible to drop off your SAV directly in our shop at 10 rue d'Alger - Paris 75001 or at the retailer where you initially purchased your jewellery.
Repairs take approximately 1 and a half months, including processing and shipping times.
If you notice that your vermeil jewellery is starting to lose its shine, we offer a replating service for a fee. This includes the refurbishment of the jewellery (unless it has a deep chip in the metal). The process involves polishing the jewel and then dipping it in gold. The fees are as follows: rings and earrings = 50 euros. Bracelets and necklaces on estimate.
For any request concerning the follow-up of your repair, do not hesitate to contact firstname.lastname@example.org
Rings from our silver & vermeil line cannot be ordered in a specific size. The size range available is from 49 to 55 for the majority of our rings. Regarding rings from our jewellery line, they can be ordered in any size. The delivery time is one month, subject to a deposit of 30% of the total amount. If the jewellery is not available do not hesitate to register on the waiting list directly on our e-shop. You will be automatically contacted as soon as the piece is back in stock.
If the piece is not available online, don't hesitate to join the waiting list directly on our e-shop. You will be automatically contacted as soon as the piece is back in stock.
For help choosing your ring or bracelet size, please consult our size guide here:
Vermeil is not a material that allows for resizing. However, some models, due to their design, can be adjusted for a more comfortable fit.
It is not normal that your jewellery is uncomfortable or even painful. Do not hesitate to go to our store to have your jewellery adjusted or to contact email@example.com
If you are unable to put on your jewellery correctly, do not hesitate to visit one of our points of sale or to contact our customer service firstname.lastname@example.org
We work in close collaboration with partner workshops that we have selected for their exceptional know-how.
Our jewellery is made in France and in Europe, by passionate craftsmen.
Yes, gold vermeil is hypoallergenic because it is made of both gold and silver. These two metals have the common characteristic of being hypoallergenic.
We create special projects in gold, diamonds and/or precious stones. Before a possible meeting with Charlotte to discuss your idea, our sales and production teams will study the feasibility of your project.
It is possible to create a custom-made piece of jewellery with your own stone. Do not hesitate to contact us directly at email@example.com
Each special project is subject to a quote. The price depends on the complexity of the project, the design, the weight of gold, the stones etc.
The Charlotte Chesnais team is very sensitive to environmental issues. We recycle in our offices, use environmentally friendly products and make sure that we use the energy necessary for the proper functioning of the offices in an optimal way.