FAQ

CUSTOMER SERVICE

How can I contact customer service?
You can contact our customer service department by e-mail:
info@alexandramargnat.com by telephone: + 33 6 20 28 16 06, Monday to Friday (excluding French public holidays), from 10 a.m. to 6 p.m. (Metropolitan France time). If the line is busy or if you are outside our telephone opening hours, we invite you to use the contact form for a quick response.

GIFT CARD

How do I give a gift card?
The gift card must be spent in full on the www.alexandramargnat.com e-shop or by appointment in the showroom. The lucky recipient may choose to spend an additional amount. It is valid for 6 months from the date of purchase, and you can credit the amount of your choice with a minimum of €30. It must be spent in full, even in instalments.
Gift cards cannot be credited. Gift cards cannot be exchanged, refunded or credited to a card or bank account and cannot be exchanged for cash. It cannot be replaced or refunded if the code is lost or expires.

GIFT ORDER

Is it possible to include a personalized message on a card for the recipient?
Yes, absolutely, it will have to be mentioned in the notes when validating your order.
Thank you for letting us know during the order if you would prefer that the invoice not be included with your package.
Can I request gift wrapping?
All Alexandra Margnat creations are packaged in a suede pouch which is itself inserted in a box or rigid gift bag to protect the jewelry during transport.
How to offer a gift?

2 possibilities are available to you:

By a classic purchase on our eshop. You will be able to specify an accompanying note which will be printed on a pretty Alexandra Margnat card. After receiving this gift, the lucky recipient will be able to request a credit from our customer service if they wish to exchange their gift.

By choosing to offer an Alexandra Margnat gift card online. It will allow the lucky recipient to choose their gift freely from our wide e-shop selection.

SECURITY AND CONFIDENTIALITY

Is the alexandramargnat.com website secure?
Yes, the transmission of information on the alexandramargnat.com site takes place in a secure environment using current Internet protocols. Payment card numbers are not stored on the alexandramargnat.com site but on our bank's secure site.
What is the privacy policy?
You can browse the alexandramargnat.com website without providing any personal information. However, when you open an account on the alexandramargnat.com site, we collect the data necessary for billing and delivery of your order: your name, address, e-mail address, etc. We will not share your personal information with third parties. The privacy policy is available on the website.

ACCOUNT AND PASSWORD

How can I log in if I’ve lost my password?
Click on the "Forgot Password" link on the login page. Enter your email address, and you will immediately receive an email. Click on the link to proceed with resetting your password.
How can I modify my account alexandramargnat.com?
At any time, you can edit your account information by clicking on "Account," the icon located at the top right of your screen. After logging in, you can make the desired changes via the menu.

PAYMENT METHODS

What are the payment methods accepted by the website alexandramargnat.com?
The payment for your purchases can be made by credit card (CB, Maestro, Mastercard, Visa, Visa Electron). You can also pay for your purchases via PayPal. Our payments are secure.
Can I pay in several installments/monthly payments or later?

You will soon be able to pay by credit card in 3 instalments, free of charge, for orders over €100.

DELIVERY & SHIPPING

What is the delivery area of alexandramargnat.com?
The website www.alexandramargnatparis.com delivers all over the world. Outside France and the European Union: Delivery is based on DDP (Delivery Duty paid). Import taxes are calculated and included in the purchase price. Packages are delivered upon signature. The customer has the option to specify a request for delivery to a mailbox (to be specified in the delivery comments at the validation stage of their shopping cart).
What are the delivery times and costs?
Any order placed before 4 PM will be shipped on the same day, excluding weekends, public holidays, or any exceptional notice from our side. You will receive an email confirming the processing of your order, as well as its shipment. During the holiday season or in exceptional circumstances, please contact customer service for more information.
How can I track the delivery of my order?
If you wish to track the delivery of your order, go to "My Account," then "View My Orders."
For deliveries via Colissimo, Chronopost, Fedex, and UPS, an email from Alexandra Margnat will be sent to you once your package is shipped, providing a tracking number. The carrier will then take over the delivery information.

RETURNS, REFUNDS & CREDITS

What is the deadline for returning my order and what are the conditions?

You can return any product ordered from www.alexandramargnat.com within 15 days of the Delivery date.
The product must be returned in its original condition: it must not have been worn, altered, used, washed, or damaged. It must be returned with the Alexandra Margnat label still attached and in its original packaging. Any return that does not meet these conditions or is unsuitable for resale
(damaged, used, or soiled) will not be accepted for return or store credit, and will be shipped back to you.

How do I return an item ordered from www.alexandramargnat.com?
All return requests must be
submitted in advance.

To request a return, log into your customer account and follow the return
procedure:

My Account
My Orders
Click "View" for the relevant order
Click "Return"
Then click on "New Return Request".

You can choose between:
A refund: Return shipping costs will be at your expense.
A store credit valid only on thealexandramargnat.com website: A prepaid return label will be sent to you.
If you made a payment in 3 installments without interest, a refund will only be possible if you return the entire order.
Once your return request is approved, you will receive an email with instructions on how to return your package. Regardless of the type of return, the item must be returned in its original condition and packaging, along with the return slip or your printed order confirmation, or a note including your return number, name, address, and reason for the return.

AFTER-SALE SERVICE

Which jewelry can I have repaired?
As a handcrafted business, we offer an exceptional after-sales service (SAV) for the repair of most Alexandra Margnat jewelry (except for pieces that are no longer replaceable). We are committed to repairing your jewelry even years after its purchase so that you can enjoy it for as long as possible.
What is the repair time?
For simple after-sales operations, except during holiday seasons or special circumstances, please allow around 15 days for repairs.
What is the after-sales warranty policy?
Our jewelry comes with a one-year warranty from the date of purchase. This covers any manufacturing defects or faults. However, damage or breakage caused by improper handling will not be covered by the warranty and may incur additional charges, depending on the work required. Please note that link bracelets are excluded from this warranty.
What should I do if my jewelry is damaged or broken?
We recommend that you first contact the store where the purchase was made. If it was made on the e-shop, please email us at info@alexandramargnat.com or contact us at +33 6 20 28 16
06.
We offer a free repair service for up to one year from the purchase date, excluding plating, with
proof of purchase. This service is provided free of charge, as long as the damage is due to normal wear and tear or a manufacturing defect.
After the warranty period, our after-sales service may offer a paid repair if possible. A quote will be provided for your approval before any repair work is done.

For more information, please send an email to: info@alexandramargnat.com.
How can I replate my jewelry?
Our after-sales service offers a paid replating service for your jewelry.
To receive a quote, please send a photo of the jewelry to the following email address: info@alexandramargnat.com, and we will get back to you promptly.