Refund policy

SHIPPING, EXCHANGE & REFUND POLICY


This policy applies to all customers, the same terms apply globally, with a few clearly stated regional exceptions.

 

 

 

  1. SHIPPING INFORMATION

 

 

 

Processing time

Orders are prepared within 1–3 business days. Orders placed before 2:00 PM Paris time (GMT+1) are processed the same day.


Shipping fees

Shipping is free on all orders above 80€ or $80 USD.

Orders below this amount are subject to shipping fees, calculated at checkout.


Estimated delivery times

France (Domestic) : 2–4 business days

European Union: 3–5 business days

United States & Canada: 4–8 business days

International delivery times may vary depending on local postal services.


Order tracking

All orders are shipped with tracking. A tracking number is sent by email once the order is dispatched.

 

 

 

  1. DELIVERY ISSUES & RESPONSIBILITY

 

 

 

Packages marked as delivered

If a package is marked as delivered by the carrier but has not been received, it is considered lost or stolen after delivery. Fragment Studio cannot be held responsible for stolen or misplaced packages once delivery is confirmed. No refund or reshipment can be issued in these cases.


Non-collected parcels

If a parcel is delivered to a pickup point and is not collected within the carrier’s time limit, no refund or reshipment will be issued. It is the customer’s responsibility to collect the parcel on time.

 

 

 

  1. REFUNDS – 15-DAY POLICY (GLOBAL)

 

 

 

Refund eligibility

Refunds are available within 15 days from the date of delivery.


Refund conditions

Items must be unused, unworn, undamaged, and returned in their original packaging, including pouches, boxes, and accessories.


Tracked shipping required

Refunds are only processed for items returned with a valid tracking number. Returns sent without tracking cannot be refunded, as they cannot be linked to a specific order.


Refund deduction

A flat 7€ refund handling fee is deducted from every refund.

For orders paid in USD, this corresponds to approximately $8 USD.

This deduction applies to all refunds, including partial refunds and refunds on orders that originally benefited from free shipping.


Refund method

Refunds are issued to the original payment method or as store credit, within a maximum of 14 days after the returned items are received and inspected.


Return shipping for refunds

Return shipping costs for refunds are always the responsibility of the customer. Prepaid return labels are not provided for refunds.

 

 

 

  1. EXCHANGES – 30-DAY POLICY (GLOBAL)

 

 

 

Exchange eligibility

Exchanges are available within 30 days from the date of delivery.

Exchanges are intended for size changes or product exchanges.


France – exchange conditions

For customers in France:

A prepaid return label is provided for exchanges.

A small reshipment fee applies for sending the new item.


EU (outside France), USA & Canada – exchange conditions

For customers in the EU (outside France), the USA, and Canada:

Return shipping costs are the responsibility of the customer.

A reshipment fee applies for sending the new item.


Exchange process

Once the returned item is received and inspected, a discount code equal to the value of the original order is issued, allowing the customer to place a new order for the exchanged item.

If the new item has a higher price, the customer must pay the difference.

 

 

 

  1. BUY 2 GET 1 FREE – REFUND RULES

 

 

 

Refunds for Buy 2 Get 1 Free offers are handled per promotional bundle of three items.


Return of 1 item from a 3-item bundle

No refund is issued.

A store credit equal to 30 percent of the original bundle value may be offered.


Return of 2 items from a 3-item bundle

The customer may choose between:

A refund equal to 50 percent of the amount paid for that bundle, excluding shipping, or

A store credit equal to 60 percent of the amount paid for that bundle.


Return of all 3 items from a bundle

The customer may choose between a refund or store credit equal to 100 percent of the amount paid for that bundle, excluding shipping.


Important notes

These rules apply only to voluntary refund requests.

Defective, damaged, or incorrect items are excluded from this promotional logic and are handled under the defective items policy.

If an order contains multiple promotional bundles, the rules apply separately to each bundle.

 

 

 

  1. DEFECTIVE, DAMAGED OR INCORRECT ITEMS

 

 

 

If an item is defective, damaged, or incorrect, Fragment Studio will offer a full replacement or a full refund.


A prepaid return label is provided in these cases.

Promotional refund rules do not apply to defective items.

 

 

 

  1. LIFETIME ANTI-TARNISH WARRANTY

 

 

 

All Fragment Studio jewelry is covered by a lifetime anti-tarnish warranty.


If a piece tarnishes, the customer may choose between:

A free replacement with an identical or equivalent item, or

A store credit of equal value.


This warranty applies exclusively to tarnishing and does not cover damage caused by misuse, accidental impact, or normal wear unrelated to tarnishing.

 

 

 

  1. ECO-FRIENDLY PACKAGING

 

 

 

All packaging is 100 percent plastic-free and made from recyclable materials.

 

 

 

  1. CUSTOMER SUPPORT

 

 

 

To initiate a refund or exchange, or for any assistance, contact:

contact@fragment-studio.fr

 

 

 

  1. POLICY UPDATES

 

 

 

Fragment Studio reserves the right to update this policy at any time. The version published on the website at the time of purchase applies.