Shipping policy
Orders are prepared within 24 business hours, then delivered to a Mondial Relay pick-up point or to your home by Colissimo. Delivery costs are always displayed before you confirm your order.
| Destination | Method | Price | Free from | Delivery time after dispatch |
|---|---|---|---|---|
| Mainland France | Mondial Relay pick-up point | €3.90 | €49 | 4 to 5 business days |
| Mainland France | Colissimo home delivery | €6.90 | €79 | 2 to 3 business days |
| European Union, United Kingdom, Switzerland, Norway | Colissimo home delivery | €8.90 | €99 | 4 to 7 business days |
| Rest of the world | Colissimo home delivery | €15.90 | €119 | 5 to 10 business days |
Free delivery applies to the basket total after any discount codes have been deducted.
Pick-up point — You choose your Mondial Relay pick-up point after payment, via the link sent to you by e-mail.
Tracking your order — As soon as your order is dispatched, you receive a tracking link by e-mail. It may take 24 to 48 hours before the carrier registers the parcel and the tracking shows the first updates. Please check the e-mail address you entered when ordering, as well as your spam folder.
Parcel handover — For home delivery, Colissimo leaves the parcel in your letterbox when its size allows; otherwise, a notice tells you where to collect it. For pick-up point delivery, you are notified as soon as your parcel is available: it can be collected on presentation of photo ID, within the holding period stated by the carrier.
Delivery delays — The times in the table are average times: they may be longer during the holidays, sales periods or in the event of customs checks. If your order has not been delivered within 30 days of being placed, you can ask us in writing to deliver it within an additional reasonable period; if that period is not met, you can cancel the order and be refunded in full (articles L. 216-1 et seq. of the French Consumer Code).
Parcel not received or lost — Please let us know as soon as possible, ideally within 5 days of the end of the delivery time stated above or of a “delivered” status appearing when you have received nothing. You do not need to contact the carrier: we open the claim and keep you informed of its progress. If the loss is confirmed, or if the carrier gives no usable answer, we send your order again or refund you.
Damaged parcel — Please check your parcel on receipt. If it is damaged, if possible note your reservations with the delivery person or the pick-up point, then write to us within 48 hours at contact@symajewels.com with photos of the packaging (label visible) and of the jewellery concerned. Keep the packaging until the case has been dealt with. After checking, we send you the jewellery again or refund you, as you prefer.
These deadlines allow us to act in time with the carrier; they do not reduce your rights: we remain responsible for your parcel until it is handed over to you.
Address errors — Please check your address carefully before confirming your order. As long as the parcel has not been dispatched, we can correct it free of charge: write to us as soon as possible. If a parcel is returned to us because of an incomplete or incorrect address, re-shipping is at your expense, at the rate of the delivery method chosen.
Parcel not collected — A parcel that is not collected within the holding period is returned to us by the carrier. We then contact you by e-mail to offer you, as you prefer: a new shipment, at the re-shipping cost (rate of the delivery method chosen), paid before the parcel is sent; or a refund of the items and of outbound delivery costs at the standard rate, less the return costs charged by the carrier. If we receive no reply from you within 30 days of our first message, despite a reminder, the order is considered abandoned and no refund is due.
Customs, duties and taxes (outside the European Union) — For deliveries to the United Kingdom, Switzerland, Norway and the rest of the world, customs duties, import taxes and handling fees may be charged by the authorities or the carrier of the destination country. They are included neither in the price of the jewellery nor in the shipping costs, and are paid directly by the recipient; we cannot estimate their amount in advance. Customs checks may extend delivery times. If these charges are refused and the parcel is returned to us, the rules for a parcel not collected apply.
A question? — Write to us at contact@symajewels.com or call 07 66 55 57 90.
