FAQ

Your jewelry is unique and precious, it is time resistant. Nevertheless, here are some valuable tips to preserve it as long as possible:

- To preserve its shine, avoid contact with perfume, water and cosmetics and make sure it is completely dry before storing it.
- Store it in its pouch when you are not wearing it in order to protect it from light and moisture.
- In order to avoid tarnishing and keep your jewels lustrous, we advise you often rub them using a soft cloth.
- In order to avoid knots with your necklace chains, let the clasp outside the pouch when you put them in.

Our jewels have a 3-month warranty from the delivery date.

If you have any issue with your jewel and if it's still under warranty, please contact our customer service with all the information about your order (email, order number, delivery date).

If your warranty has expired, we will not be able to replace your jewel.

Any questions ? Send a request

Each month, our creative team draws and selects the jewel that will be available in the monthly box for all our subscribers. It is a unique creation from one of our collections, worth $50 to $120, from $35 per month (shipping included to the United States and Canada): necklace, choker, ring, earrings, bracelet, bangle or cuffs.

You can choose to receive a golden or silver-plated jewel, or to be surprised by choosing the surprise-me option. If you don't have pierced ears, you can let us know when you sign up and we will send you clip-on earrings.

Your jewel will be carefully packed in a cotton pouch, and will come with a lifestyle magazine (la Gazette) and a certificate of authenticity. Everything will come in a nice Box.

Any questions ? Send a request

We offer several subscriptions:
-The monthly subscription (no commitment) is automatically renewed every month until you unsubscribe.
- The monthly subscription with a 3-month commitment is automatically renewed every 3 months until you unsubscribe.
- The annual subscription with a 12 month commitment is automatically renewed every year until you unsubscribe.

Our subscription prices include shipping to the United States and to Canada only. Shipping fees will apply if you choose to have your subscription delivered to other countries.

Any questions ? Send a request

You can gift the Box every month thanks to our 3-month, 6-month or 1-year Subscription Gift Cards. You will receive an e-gift card to print and offer or send directly per email to the recipient. The Subscription Gift Card does not renew and will end after the last box of the subscription is received. Please note that the activation code of the gift box is valid for 1 year, from its date of purchase.

The price of our gift boxes includes shipping to the United States and Canada. Shipping fees will apply if the recipient wants to have her Boxes delivered to other countries.

In order to start receiving her boxes, the recipient must activate their Subscription Gift Card by following the procedure below :

1. Visit this page
2. Pick the subscription length you've been gifted
3. Pick your jewelry preferences and add the Subscription Gift Plan to your cart
4. Enter your activation code by clicking on "Apply Gift Card" in the Billing and Payment section. You will be asked to enter your credit card information even if your purchase is 0€ but rest assured, our Subscription Gift Plans are not auto renewing and will end automatically after you receive all the boxes related to the gifted subscription.

Once the subscription is activated, the first box that the recipient will receive will be the box of the month when the gift box was activated. Be careful, if the recipient is already subscribed, she will need to wait until the first subscription is over before activating the gift card, so she doesn't get the same box twice.

For example, if you subscribed to a monthly box, you must cancel your ongoing subscription. If the last box of your monthly subscription is the September box, you must wait until October to activate the gift box in order to avoid getting twice the box, and also the same jewel.

If you purchased a Subscription Gift and requested to print it and gift it directly to the recipient, but did not receive and email with the gift card, please check your Spam folder.

Any questions ? Send a request

When subscribing to one of our plans, you can choose to receive a gold or silver-plated jewel, or to be surprised by choosing the surprise option. If you choose the “surprise me” option, it's possible you receive the same color for several months since the jewel will be sent randomly.

You must also let us know if you have pierced ears. If you don't have pierced ears, you will receive clip earrings. Don't worry, our creative team always make sure the clip is invisible.

Your preferences can be changed anytime directly from your account by clicking on "Manage subscription". Be careful, these changes must be made before the 1st of every month to be taken into account for the ongoing monthly box. For example, if you want to change your jewel preferences for the September box, you have until August 31st to make that change. After that, your new preferences will be taken into account for the October box.

The jewels in the box are adjustable, so there's no risk you get the wrong size:
- Rings can fit sizes 48 to 56.
- Bracelets and necklaces have a5 cm extension chain.
- Bangles can be adjusted from 14 to17 cm.

Any questions ? Send a request

You will receive an email between every 5th and 15th of the month with a link to track your box. You just need to click the link in that email to track your parcel.

If tracking says your box was delivered or if you haven't received it by the end of the month, we encourage you to contact our customer service and include your order number.

You can change your delivery address at anytime by asking our customer service through our contact form. Be careful, these changes must be made before the start of every month to be taken into account for the ongoing monthly box. For example, if you want to change your delivery address for the September box, you have until August 31st to make that change. After that, your new address will be taken into account for the October box.

Any questions ? Send a request

The monthly subscription (commitment-free) is automatically renewed every month until you unsubscribe.

The monthly subscription (with a 3-month commitment) is automatically renewed every 3 months.

The 1-year subscription with a 12-month commitment is renewed every year until you unsubscribe.

Our gift boxes do not renew and will end automatically after you receive the last box related to your plan.

The quarterly plans that were purchased on our previous website are renewed every 1st of each trimester to receive the ongoing monthly box, and the box of the two following months. For example, your subscription will be renewed on September 1st, and you will receive the September, October and November boxes.

If your payment failed during the first attempt of renewal, no worries, we will try again every 3 days.

Any questions ? Send a request

It's possible we can't renew your subscription because your payment failed. If your renewal failed, you will receive an email.

It may have several causes:
- Expired credit card: we invite you to update your credit card info directly from your account
- Your bank rejected the debit: we invite you to contact your bank in order to authorize the debit.
- Different billing address than the one listed by default on your bank account

Once the information has been corrected and updated, a new debit attempt will happen within 72 hours.

Any questions ? Send a request

In order to cancel your subscription, you need to contact the Emma&Chloé customer service so our team can help you.

If you have a:
- Monthly subscription (commitment-free): your subscription may be cancelled at anytime. Please note that if you do not want to receive the ongoing month Box, you must send your request by the end of the previous month. For example, if you do not want to receive the August Box, you must send your cancellation request maximum on July 31st.
- Monthly subscription (with commitment): your subscription may be cancelled at anytime during the last month of the commitment. Example: if you subscribe in January, you will receive the January, February and March boxes.If you don't want to receive the April, May and June boxes, you must contact us in March in order to cancel your subscription. Our teams will not be technically able to cancel your subscription before March.

- Annual subscription with a 12-month commitment: your subscription can be cancelled at anytime during the last month of the commitment. Example: If you subscribed in January 2021, you will receive boxes from January to December 2021. If you don't want to receive the 2022 boxes, you must contact us in December 2021 in order to cancel your subscription. Our teams will not be technically able to cancel your subscription before December.

You should know that cancellation request must be done before your subscription renewal, or it will end when you receive all the boxes from your latest renewal.

Our customer service is available from 9:30 AM to 6 PM Paris time, from Monday to Friday. Your cancellation request must be sent within our business hours so we can make sure to unsubscribe you properly.

Any questions ? Send a request

To log in, you need to enter the information you chose when creating your account (email and password) in the dedicated spaces.

If you forgot your password, no worries, you can reset it by clicking on "forgot password".

It is possible we don't recognize your email address. Are you sure it is the same address you signed in with? If you are, then please check spelling of your email address or password.

If you still can't log in after checking all that, please contact our customer service.

Any questions ? Send a request

To use a discount code, you just have to enter it in your cart in the appropriate box. Then, click "Apply" to make sure it's approved. The discount will be automatically applied to the items in your cart.

If an error message appears, please check:

- that the code you entered is spelled correctly (be careful with the capital o and the zero number, and also the lower L and capital i)
- that the discount code meets all the required conditions and that the items in your cart qualify for this offer.
- some discount codes require you to log in to your account in order to use the code, so make sure you are logged in.

Promotional offers can't be combined, so you can only add one discount code per order. It's up to you to choose which one ;).

Finally, we will not be able to apply manually a discount if you have already placed an order. If you forgot to enter the discount code at checkout, our teams will technically be unable to modify your order accordingly.

Any questions ? Send a request

When checking out, you might be asked to authenticate to confirm the transaction for security purposes. If it happens, just follow the instructions given by your bank, via text, email or directly via your bank app.

If you don't authenticate, payment will be rejected and your order won't be placed.

If by the end of the payment process, you don't receive any email confirmation, it's possible your payment was rejected (wrong bank information, maximum payment reached, insufficient funds, authentication failure, etc.). In that case, you may contact your bank to check on the payment status. If you get a confirmation that the payment was made, but you don't see any order in your client account, please contact our customer service urgently.

Any questions ? Send a request

A few minutes after you place your order on our website, you will get an order confirmation email detailing the items you bought, the price you paid, your delivery and billing addresses, and the shipping method you chose. This email also features your order number.

You can also find your order details directly from your account.

If by the end of the payment process, you don't receive any email confirmation, it's possible your payment was rejected (wrong bank information, maximum payment reached, insufficient funds, authentication failure, etc.). In that case, you may contact your bank to check on the payment status. If you get a confirmation that the payment was made, but you don't see any order in your client account, please contact our customer service urgently.

Any questions ? Send a request

In order to guarantee the fastest delivery, all orders are sent to our logistics teams a few minutes after validation. Once in the hands of our logistics teams, we unfortunately can't make any change to the order.

As soon as you receive your parcel, you may exercise your right of withdrawal if you want to return any items in your order.

Any questions ? Send a request

Once the parcel is picked up by the carrier, you will get an automatic email with a link to track your order. We invite you to check out the link that you will receive in your emails.

It's possible the email ends up in your spam folder. Please check your spams if you haven't received it in the next 2 to 3 working days after you placed your order. If the email is not in your spam folder, please contact our customer service with your order information (email, order number).

Any questions ? Send a request

Your package may be lost in transit for several reasons (package misplaced in the mail network, package marked as delivered, opened investigation with the carrier, etc.). We invite you to contact our customer service with your order information (email, order number, tracking number) so we can find a solution together.

If tracking says you must pick up your package at the chosen location, it means you should pick it up at your local post office (the post office your address belongs to) using your tracking number and an ID document.

When out website gets busy (Christmas, Valentine's Day, Mother's Day, sale season, etc.), we receive more orders, which can lead to delays (only by a few days) in getting your order ready. We thank you in advance for your understanding and patience.

Any questions ? Send a request

Sometimes packages get returned to us for several reasons (incomplete delivery address, package not claimed at the pickup location, inaccessible address, etc.). We invite you to contact our customer service with your order information (email, order number, tracking number) so we can find a solution together.

Any questions ? Send a request

Sometimes a mistake may happen when your order is prepared, and we are so sorry about that. If it happens, we invite you to contact our customer service with your order information (email, order number, tracking number) so we can find a solution as soon as possible.

However, if you were told by email that one or several jewels could not be shipped out because they are out of stock, you will get an automatic refund for the amount paid for these items within 5 to 10 working days.

Any questions ? Send a request

Your order is eligible for refund, store credit or exchange within 14 business days after its delivery by claiming your "Right of withdrawal". Please make sure that your pieces are in their original condition and that there are no signs of wear on any of the jewelry.

Keep in mind that box pieces are not eligible for refund, return and store credit. Also, return shipping fees will be at the Customer's expense. We recommend that you pick a delivery method that includes a tracking number as Emma&Chloé is not responsible for the lost or wrong delivery of your package.

To start the return process, please contact our customer service to inquire about the correct return address.
Please also include a small note with your name, email address, order number and reason for return. Note that if your return package does not include this note, our teams will not be able to identify your package and therefore process your return.

Any questions ? Send a request

Despite all the care we provide when preparing your orders, a routing accident may happen, and we are sorry about that. Our jewels have a 3-month warranty from the delivery date, if the order was placed through our website, or from the day of purchase if bought in one of our stores. If you have any issue with one of our jewels and if it's still under warranty, please contact our customer service with your order information (email, order number, delivery date).

After warranty is over, we won't be able to replace your jewel.

Any questions ? Send a request

Our jewels

The Box

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Payment

Shipping & order tracking

Returns and refunds