FAQ

We offer a selection of jewelry that you can get engraved or customized (medals, ring, engraved bangle; accumulating tassels; customized earrings). You can check them out here.

The engraved jewels can be customized with one or several Latin alphabet symbols or a pictogram. They are custom-made especially for you, that's why we don't offer any exchanges or refunds.

Engraving is not available at the moment, subscribe to our newsletter to get a notification when it's available again.

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- To keep your jewelry bright, avoid contact with water and cosmetics. We advise you wear them once your beauty routine is done.
- In order to keep your jewelry as long as possible, put them in their pouches when not wearing it. They'll be protected from light and humidity.
- 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.

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Our jewels have a 3-month warranty from the delivery date if the order was placed on our website or from the day of purchase if they were bought in store.

If you have any issue with your jewel and if it's still under warranty, please contact our customer service here withall the information about your order (email, order number, delivery date, proof of purchase if the jewel was bought in store).

After warranty is over, we won't be able tore place 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 €100, from €25 per month (shipping included):necklace, string, 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 option. If you don't have pierced ears, you can let us know when you sign up and you will receive clip 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 setting.

Any questions ? Send a request

We offer several subscriptions:
-The monthly subscription (with commitment) is automatically renewed every month until you unsubscribe.
- The monthly subscription (with a3-month commitment) is automatically renewed every 3 months until you unsubscribe.
- The annual subscription is automatically renewed every year until you unsubscribe.

Our subscription prices include shipping.

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You can gift the box every month thanks to our 3-month, 6-month or1-year gift boxes. You will receive an e-gift card to print or to forward through email to the recipient. The gift box isn't automatically renewed and will end after the last box of the subscription is received. Please note that the activation code of the gift box is available for 1 year, from its date of purchase.

The price of our gift boxes includes shipping.

In order to start receiving the boxes, the recipient must activate their gift box by entering the activation code that you sent them in the allocated area.

They will need to log in to their client account or sign in, and let us know their preferences (gold or silver, pierced ears/clips, clothes size), their personal information, delivery address, etc to start their 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, they will need to wait until the first subscription is over before activating the gift card, so they don'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 received an e-gift card without any activation code, we invite you to open the attached file from a computer, and not from the Gmail app on your phone.

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· When subscribing, 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” 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.

· These preferences can be changed 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 jewel preferences for the September box, you have until August31st 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 before the 25th, we encourage you to contact our customer service here and include your order number.

You can change your delivery address at anytime by asking our customer service. You can contact us 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 jewel preferences for the September box, you have untilAugust 31st to make that change. After that, your new address will be taken into account for the October box.

Any questions ? Send a request

If you want to change your subscription type, you need to cancel your current subscription and wait for your last box. You can then subscribe to another plan the following month. This way, you won't get the same box twice.

For example, if you subscribed to a monthly plan and now want a 3-month plan, you must cancel your current monthly plan. If the last box of your monthly subscription is the September box, you will need to wait until October to subscribe to a new3-month plan, so you avoid getting twice the same box and jewel.

Any questions ? Send a request

The monthly subscription(commitment-free) is automatically renewed every month. The monthly subscription (with a 3-month commitment) is automatically renewed every trimester. The 1-year subscription is renewed every year until you cancel it.Our gift boxes aren't automatically renewed.

For subscriptions placed after November 6th, 2019:

The monthly subscription is renewed every 1st of the month for the ongoing monthly box. For example, your subscription will be renewed on September 1st, and you will receive the September box.

The 3-month subscription is 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 theSeptember, October and November boxes.

For subscriptions placed before November6th, 2019:

The monthly subscription is renewed every 10th of every month for the box of the following month. For example, your subscription will be renewed on September 10th, and you will receive the October box.

The 3-month subscription is renewed every 10th of each trimester to receive the next 3 boxes. For example, your subscription will be renewed on September 10th, and you will receive the October, November and December boxes.

If your payment failed during the first attempt of renewal, no worries, we will try again every 2 days.

Any questions ? Send a request

It's possible we can't renew your subscription because your payment failed. It may have several causes:
- Expired credit card: we invite you to update your credit card info by clicking on the link sent to you via email.
- 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 48 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.
- Monthly subscription (with commitment): your subscription may be cancelled at anytime during its last month.

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.

Annual subscription: your subscription can be cancelled at anytime during its last month.

Example: If you subscribe 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.

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

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, youcan reset it here by clicking on forgotten password.

It's possible we don't recognize your email address. Are you sure it's 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.

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To use a discount code, you just have to enter it in yourcart in the dedicated space. Then, click OK to make sure it's approved. Thediscount 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 carefulwith the capital o and the zero number, and also the lower L and capital i)
- that the discount code meets all the required conditions andthat the items in your cart qualify for this offer.
- some discount codes require you to log in to your clientaccount in order to use the code, so make sure you are logged in.

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

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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.

Any questions ? Send a request

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

You can also find your order details in your client account in the “Orders” section.

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.

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 with drawal 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.

If you chose standard delivery, we use a third-party provider to handle your packages, so you won't be able to track them using your local post office website. 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 postoffice 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 todelays (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 here 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 here 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

If you want to return one or several items in your order,you have 14 working days from your delivery date to exercise your right of withdrawal. You will be able to request a store credit (you can place another order using it if you want to exchange the jewel) or a refund. After that, you won't be able to exercise your right of withdrawal anymore.

To make a return, you must go to your client account in the “Orders” section, then “Shipped” tab, then “See order”. Then, you will need to click on “Make a return”, let us know what item(s) you wish to return and the reasons. A return label will be edited, you just need to print it and put it in your return package. Be careful, without this return label, our teams won't be able to trace your order, and they won't process it.

Please note that:
- if you change your mind, you must pay for return shipping
- engraved jewels are make-to-order creations and are only made for you, so this is why you can't exchange or return them.

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 ourwebsite, 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

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