How do I change or cancel my order?
To modify or cancel an item in your order, contact customer service via the contact form.
An order can be modified as long as it is not being prepared. We therefore advise you to contact us quickly so that we can make the changes before your order is prepared.
I have not received an order confirmation email
If you have not received a confirmation email within minutes of placing your order, please check that the email has not arrived in your spam folder. If this is not the case, contact our customer service via the contact form.
We will check that your order has been taken into account and will provide you with the relevant information.
I would like to order an item that is no longer in stock
You have fallen in love with an article, but it is no longer available due to lack of stock? Activate the alert for this product to receive a notification as soon as it is back in stock.
What size do I need?
To make sure you order the right size, please refer to the size guides and size advice on each garment item page. You will also find a size guide for non-adjustable porcelain rings.
How can I find out who your retailers are?
You will find a map of all our retailers in the world on the "Shops and retailers" page. If you are looking for a particular reference, we invite you to contact the retailer directly as we do not know the real stock of our partners.
How does click & collect work?
If you wish to place an order by click & collect, you just have to place an order on our website, then when choosing the delivery method, select the collection in shop in Toulouse. This service is free of charge and is only available at our shop in Toulouse. All products on our website are eligible for this service and there is no minimum purchase.
As soon as your order is ready you will receive an email to collect your order (within seven working days and during the shop's opening hours). If you are unable to collect your order, please contact the shop by email at boutiquetoulouse@nachbijoux.com or by telephone on 09 50 78 75 58.
Do I have to pay customs fees?
In the case of a delivery outside the European Union, the delivery costs do not include the customs duties and possible taxes to be paid by the customer. The amount of these taxes depends on the country of destination.
I have a delivery problem with my parcel
Sometimes the arrival of the package is announced the day before the actual delivery. If you receive a delivery notification but your parcel is not actually delivered, we advise you to wait until the next day and to check with your neighbours to make sure that they have not picked up your parcel in your absence.
If your parcel is not delivered the day after you have been notified of its delivery and none of your neighbours have picked it up for you, contact our customer service department via the contact form.
I broke my jewel, what should I do?
Our products are made of porcelain, a delicate and noble material that does not like shocks. It is preferable to handle and wear the jewellery with care and caution. We cannot guarantee that the porcelain will break after the jewellery is received. We can only guarantee the metal and the glue for a period of 6 months after the date of purchase by providing us with a proof of purchase.
In this case, we advise you to contact our customer service via the contact form with photos so that we can determine to what extent we can repair your product.
If your jewel is broken but the guarantee is not applicable or has expired, we advise you to contact our customer service via the contact form and to attach photos of the jewel to be repaired. Our workshop will offer you a suitable repair or replacement solution. In this case, you will be responsible for the transport and repair costs.
