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Refund policy

RETURNS, EXCHANGES & REFUNDS

This policy applies to all orders placed on our website. To start a return or an exchange, email us at contact@fragment-studio.fr with your order number. We will send you the return address and instructions.

1. Refunds – 15 days

  • You can return an item for a refund within 15 days of delivery.
  • Items must be unworn, undamaged and returned in their original packaging (box, pouch and accessories).
  • Returns must be sent with a tracking number. Return shipping costs are paid by the customer.
  • Once we have received and checked your return, we refund you within 14 days, to your original payment method or, if you prefer, as store credit.
  • If you return your entire order, the standard delivery costs you paid are also refunded.

2. Exchanges – 30 days

  • You can exchange an item for another size or another design within 30 days of delivery.
  • Return shipping costs are paid by the customer. Sending the new item is charged at the standard delivery rate of your country.
  • Once we have received and checked your return, we send you a code worth the amount you paid, to place your new order. If the new item costs more, you pay the difference.

3. "Buy 2, get 1 free" orders

Refunds on these orders are calculated per bundle of three items:

  • Return of 1 item from a bundle: no refund; store credit of 30% of the amount paid for the bundle.
  • Return of 2 items from a bundle: refund of 50% of the amount paid for the bundle, or store credit of 60%.
  • Return of all 3 items: refund or store credit of 100% of the amount paid for the bundle.

These rules apply to voluntary returns only. Defective, damaged or incorrect items are handled under section 4.

4. Defective, damaged or incorrect items

  • Contact us with your order number and a photo of the item.
  • Wrong or missing item: we send you the right item free of charge, and you keep the one sent by mistake. If you prefer a refund, we send you a prepaid return label and refund you once the item is back.
  • Defective or damaged item: we offer a free replacement or a refund. A prepaid return label is provided when a return is needed.

5. Warranty

  • Tarnishing: lifetime warranty. If the gold or silver plating of your jewelry tarnishes, we replace it with an identical or equivalent piece, or give you store credit of the same value.
  • Manufacturing defects (for example a chain that breaks): free replacement within 60 days of delivery.
  • A stone that comes loose: free replacement within 1 year of delivery.
  • Not covered: scratches, dents, accidental bends or breaks, and normal wear. Beyond these periods, we can repair your jewelry for a fee.

This commercial warranty is in addition to the legal guarantees described in our Terms of Sale.

6. Parcels marked as delivered but not received

Wait 48 hours and check your mailbox, building staff, neighbours and pickup point. If the parcel still cannot be found, contact us within 7 days of the delivery date shown by the carrier. We open an investigation with the carrier and may ask you to sign a statement of non-receipt. Once the investigation is complete, we send you a replacement or refund you.

7. Parcels not collected from a pickup point

If a parcel is not collected within the carrier's time limit, it is returned to us. Contact us and we will send it again at the standard delivery rate of your country, or refund the items once the parcel is back with us.

8. In-store exchanges

Online orders can be exchanged at our Paris boutique, and at the Citadium corner for an item of equal or lower value. No refunds are made in store; refunds of online orders are processed online.

9. Contact

For any question: contact@fragment-studio.fr