FAQs

I. Account and password

How do I create my customer account?

If you wish to create an account, simply register on the www.mineraljoaillerie.com site by clicking on the “my account” section on the home page.

Then simply fill in the various personal information under “Register” and click on “Register”.

A confirmation email will be sent directly to the email address you provided.

During this registration, you will assign yourself a username and password.

If you try to register and an error message indicates that your identifiers have already been used, your email address must have already been used to create an account on mineraljoaillerie.

I've lost my password

If you no longer remember the password associated with this email address, click on the “Forgot password” link, you will immediately receive a password reset link by email. Click on the link and follow the instructions.

I wish to modify my personal data (contact details, identifiers)

If you wish to modify your personal data, simply click on the "My account" section and modify your data in the corresponding fields. Then click "Save Changes" to save your changes.

 


II. Payment

What means of payment are accepted?

Any item purchased on the www.mineraljoaillerie.com site can be paid for by credit card or by the Paypal service.

Cards with the “CB” logo and/or bearing the VISA or EuroCard or MasterCard brand accepted in France are accepted.

In the event of payment by credit card, the debit is made at the time of validation of the order, after confirmation by the bank issuing the card.

Are payments secure?

We use the Payline payment system which is 100% secure.

To reinforce the security of transactions, www.mineraljoaillerie.com has set up the 3D Secure program.

This is a program created by the international issuers Visa (Verified By Visa) and Mastercard (Mastercard Secure Code) to enhance the security of online payments. It is based on the implementation of an additional control during an online purchase: in addition to the bank details, the buyer is invited to enter personal data allowing his bank to identify him and validate the transaction. .

Authentication methods are specific to each bank.


III. Delivery

How are the items delivered?

The delivery of parcels is made by post in "Colissimo followed" or "Chronopost" against signature of the recipient or any person specially authorized. This digitized signature and its reproduction are proof of delivery of the package.

Following the Covid19 health crisis, home delivery methods are being renewed with the aim of limiting contact. As of September 22, 2020, Colissimo home delivery, with signature, is changing:

– Before delivery, the recipient receives a notification containing a 6-digit code (digital and QR code)
– During delivery, the delivery person places the package in front of the recipient, respecting barrier gestures
– The delivery person flashes the QR code present on the notification or enters it manually*
– The validity of the code generates a digital signature
– The recipient can then pick up the package

What are the delivery times in France?

For Colissimo: 2 to 5 working days
For Chronopost: 1 to 2 working days
What are the delivery costs in France?
For Colissimo: Free delivery in France and Europe
For Chronopost: €15 and free delivery from €450

How do I track the delivery of my order?

To track the delivery of your order, we will send you an email with your tracking number and the direct link from La Poste to track your package.

How do I change my delivery address?

If you wish to modify or add a delivery address for your order, simply modify it or add a new one by clicking on the "My account" section.

What should I do if I encounter a problem during the delivery of my order?

For any problem related to a delivery, we advise you to contact customer service by email at: serviceclient@mineraljoaillerie.com


IV. Returns

What are the refund conditions?

Our priority is to satisfy you. You have an unconditional right of withdrawal of (14) fourteen calendar days after receipt of your invoice without needing to justify it.

Please note that the delivered products must not be used. If you wish to exercise your right of withdrawal and cancel the sales contract, min&ral joaillerie will reimburse you the amount spent, with the exception of the shipping costs for the items ordered, which remain your responsibility and provided that the products have not been worn or damaged, and returned in their original case, otherwise it will be returned to you. Reimbursement will be made within a one month deadline upon receipt of your return.

Products must be returned to the following address:

MANDINE SARL

2 avenue Augustin Fresnel

13470 Carnoux in Provence

How to make a return?

To make a return, log in to your customer account and click on the "Return" section. Then fill out the contact form by filling in the requested elements. We will then take care of your request either by sending you your return label directly or by asking you for further information.


V. How to contact us?

You can contact mineraljoaillerie via the "Customer Service" section, at the bottom of the page in the My Customer Space section.

Provide us with as much information as possible (name, address, telephone number, email, order number, etc.) and be as specific as possible in your questions so that we can best answer you.