F.A.Q
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 website by clicking on the “my account” section on the home page.
Then, you just have to fill in the different 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 be given a login and a password.
If you try to register and an error message indicates that your login information has already been used, your email address must have already been used to create an account on mineraljoaillerie.
I have lost my password
If you do not remember the password associated with this email address, click on the “Forgot your password” link, you will immediately receive a password reset link by email. Click on the link and follow the instructions.
I want to change my personal data (contact details, login details)
If you wish to change your personal data, simply click on the “My account” section and change your data in the corresponding fields. Then click on “Save changes” to save your changes.
II. Payement
Which payment methods are accepted?
Any item purchased on the site www.mineraljoaillerie.com can be paid by credit card or by the Paypal service.
Cards with the ” CB ” logo and/or the VISA or EuroCard or MasterCard brand accepted in France are accepted.
In case of payment by credit card, the debit is made at the time of the validation of the order, after confirmation of the bank issuing the card.
Are the 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) in order to reinforce the security of online payments. It is based on the implementation of an additional control during an online purchase: in addition to the banking data, the buyer is invited to enter a personal data allowing his bank to identify him and to validate the transaction.
The authentication methods are specific to each bank.
III. Delivery
How are the articles delivered ?
The delivery of the parcels is carried out by the Post office in “Colissimo suivi” or “Chronopost” against signature of the recipient or any person especially appointed. This digital signature and its reproduction are proof of delivery of the package.
Following the health crisis of Covid19, the modes of home delivery are renewed in order to limit contacts. As of September 22, 2020, Colissimo home delivery, with signature, is changing:
– Before delivery, the recipient receives a notification containing a 6-digit code (in digital and QR code)
– During the delivery, the deliveryman puts the parcel in front of the recipient by respecting the barrier gestures
– The driver scans the QR code on the notification or enters it manually*.
– The validity of the code generates a digital signature
– The recipient can then retrieve the package
What are the delivery times in France ?
For Colissimo: 2 to 5 days
For Chronopost : 1 to 2 days
What are the delivery costs in France ?
For Colissimo : free delivery in France and Europe
For Chronopost : from 15€
How can 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 of La Poste to track your package.
How do I change my delivery address?
If you wish to modify or add a delivery address to your order, you just have to modify it or add a new one by clicking on the heading “My account”.
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 the customer service, by email at: serviceclient@mineraljoaillerie.com
IV. Return
What are the conditions of repayment ?
Our priority is to satisfy you. You have an unconditional right of withdrawal of (14) fourteen calendar days after receipt of your invoice without the need to give reasons.
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 refund the amount spent except for the shipping costs of the ordered items which remain at your charge and provided that the products have not been worn or damaged, and returned in their original case, otherwise it will be returned to you. The refund will be made within one month of receiving your return.
Products must be returned to the following address
MANDINE SARL
2 avenue Augustin Fresnel
13470 Carnoux en Provence
How do I make a return?
To make a return, log in to your customer account and click on the “Returns” section. Then fill in the contact form with the requested information. We will then take care of your request either by sending you directly your return label or by asking you for more information.
V. How to contact us ?
You can contact mineraljoaillerie via the heading “Customer Service”, in the footer of the page in the heading “My Customer Area”.
Give us as much information as possible (name, address, phone number, email, order number,…) and be as precise as possible in your questions so that we can answer you as well as possible.