FREQUENTLY ASKED QUESTIONS
How is my jewelry sent?
Any order placed on the Site will be processed and shipped within 48 hours of receipt of payment (excluding weekends and holidays). An email will be sent to confirm the processing of the order as well as the shipment.
The Gaya jewelry will be sent in a nice gift box. The case will be accompanied by a guarantee certificate for the jewellery and the invoice. Shipping is in a neutral cardboard box.
What are the delivery rates?
Delivery is free for any purchase of 350€ and more in France, of 600€ and more in Europe, of 1000€ and more for the rest of the world.
Secure standard delivery, 3 to 5 working days : 5.99€
Secure express delivery, 1 to 2 working days : 29.99€
Europe Zone (excl. France):
Secure standard delivery, 5 to 7 working days : 9.99€
Secure express delivery, 2 to 3 working days : 29.99€
Secure standard delivery, 5 to 10 working days : 19.99€
Secure express delivery, 2 to 3 working days : 59.99€
The Gaya brand is not responsible for additional taxes upon receipt. Any possible delay related to the customs clearance of the exported goods is not the responsibility of the Company.
International delivery times
We deliver throughout the European Union as well as the rest of the world (see Appendix 1 below for a detailed view of the countries served).
Delivery times depend on the country of destination and the date of the order. Any delay related to the customs clearance of the exported goods is not the responsibility of Gaya.
How do I know if my order has been shipped?
When confirming the purchase, you will receive an email confirming the shipment of your order, with a tracking number and the link to the tracking.
I still have not received my order, what should I do?
Shipments are accompanied by a tracking number. You can log into your “My Account” area to see the location of your order.
If you encounter any problems, do not hesitate to contact us on our email address: firstname.lastname@example.org or on 01 42 56 12 31.
My order has a problem, what should I do?
Despite the care we take in preparing the orders, an error may occur during the preparation. If this is the case, please notify us by e-mail within 48 hours of receipt of the order at email@example.com.
In the event that the product has been altered during delivery, please note this clearly and precisely on the delivery note, a duplicate of which will be collected by the company. Thus, it is the Customer’s responsibility to check the compliance as well as the status of the content of his order at the time of delivery. From the moment the delivery slip is signed, it is considered that this verification has been made by the customer or any other authorized person.
What about special orders?
As their name suggests, special orders include customization as well as the full realization of a piece of jewellery. If you are interested, we invite you to contact our customer service to establish the feasibility of your request, establish a quote and be informed of delivery times.
In accordance with Article L221-28 of the Consumer Code, products from special orders cannot be refunded or exchanged.
EASY RETURN AND REFUND
How can I return my order?
Regarding a return, whether for an exchange or a refund, any item must be returned within 14 days of receipt. We recommend that you use the original carrier and choose a delivery formula with signature and parcel tracking. The return costs are entirely the responsibility of the customer. Returned merchandise will only be accepted if it has not been altered, and if the packaging is returned in full in its original condition.
I want to be reimbursed
The order must be returned within 14 days to the following address: Garnazelle, E-boutique service, 4 square du Trocadéro, 75116 Paris
Please add this completed form to your order: Withdrawal Form.pdf
No reimbursement may be made to the benefit of the Customer who has not exercised his right of withdrawal under the conditions of this article.
On receipt of the returned product, the refund will be made according to the buyer’s wishes, in the form of a credit note valid for 6 months on the site or a refund credited directly to their bank account.
I would like to make an exchange
La Maison Garnazelle offers its customers the possibility of exchanging the items delivered under the following conditions:
• Carry out the exchange remotely.
In this case, the customer must return the items at his own expense, delivered in their complete original packaging (accessories, warranty card, etc.) accompanied by the completed return slip and the invoice to the following address:
Garnazelle, e-boutique service, 4 square du Trocadéro, 75116 Paris.
Any new order can only be made after receipt of the items returned by Maison Garnazelle.
• Make the exchange at the store.
You can go to the Garnazelle store, located at 3 rue du Marché Saint Honoré 75001 Paris, with the items delivered in their complete original packaging (accessories, warranty certificate, etc.) and accompanied by a copy of the invoice. to proceed with the exchange.
However, Maison Garnazelle will only accept the exchange and refund of jewellery if all of the following conditions are met:
• The product must not have been worn, modified, washed or damaged.
• The product must be returned in its original packaging accompanied by the return form and the purchase invoice.
Whatever option is chosen, items returned incomplete, spoiled, damaged, deteriorated or soiled by the customer will not be exchangeable or refundable.
For any other question please contact us at our email address: firstname.lastname@example.org
ORDER ON OUR ESHOP
Come discover our shop and try on our jewelry
3 rue du Marché Saint-Honoré à Paris
To help you choose the right jewelry for you, we suggest you print the ring sizing chart below.
The number below every ring size indicates the circumference of that ring size. To determine your specific ring size, you can use a ring that you already own to measure its diameter to then calculate the circumference. Once this calculation is completed, place the ring on top of its corresponding circle on the ring sizing chart. The outer edges of the circle should still be visible when the ring is placed on top.
If you are uncertain, we recommend that you choose the size one step above.
The sizing on some of our models scan be adjusted, depending on the model you choose, the material, and its stones. Our sales support team can help inform you about the possibilities of adjustment.
Modify my order
You can add or remove items from your basket as long as your order is not validated. Once your order has been placed, you must cancel the order to modify an item.
Please note that you have one hour to cancel your order. If you wish to change your delivery address, please cancel your order.
If you have any questions, please contact us through the following:
WhatsApp: +33 (0)188.8.131.52.96
The designer will be happy to help you with your order.