At Lesbijoux De Marilou, we craft each piece—be it a Collier Cœur Gravé for an Anniversaire or a Bijoux Signe Astrologique for a birthday—with the same reverence we hold for life’s intimate moments. We understand that sometimes, a gift may not perfectly align with your vision. Our Returns & Exchanges policy is designed with the same heartfelt dedication to integrity and care that defines our personalized jewels.

Our Guiding Principle: We strive to ensure your experience with us remains as secure and meaningful as the stories engraved on our jewelry. Your satisfaction is the cornerstone of our small San Diego atelier’s promise.

1. Returns & Exchanges Policy Overview

  • Return Window: You may return or exchange most items within 15 days of receiving your order.
  • Condition: Items must be unused, in their original packaging, and with all protective materials intact.
  • Proof of Purchase: Please include your original order confirmation email or order number.
  • Shipping Costs: Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped). For exchanges, we cover the cost of shipping the replacement item to you.

2. Important Exceptions: Personalized & Custom Items

Due to the deeply personal nature of our craft, the following items cannot be returned or exchanged unless they arrive damaged or defective:

  • All Personalized & Engraved Jewelry: This includes, but is not limited to:
    • Colliers Cœur Gravés (Engraved Heart Necklaces) with names, dates, or messages.
    • Bijoux Signe Astrologique (Astrological Sign Jewelry) customized for a specific recipient.
    • Any item from our collections that has been engraved, monogrammed, or otherwise altered according to your specifications for occasions like Naissance, Fête des Pères, Cadeau Mère Fille, or Cadeau Deuil.

These pieces are made uniquely for you, imbued with your personal story, and therefore cannot be resold. We take utmost care in quality checks to ensure your custom piece is perfect before it leaves our atelier.

3. Step-by-Step Return or Exchange Process

  1. Initiate Your Request: Within 15 days of delivery, please contact our caring customer service team at [email protected]. Use the subject line « Return/Exchange Request » and provide the details outlined in the template below.
  2. Receive Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to our San Diego atelier.
  3. Package & Ship: Securely package the item in its original packaging, include the RMA number clearly on the outside of the package, and ship it to the address we provide. We recommend using a trackable shipping service.
  4. Inspection & Processing: Once received, our team will inspect the item (typically within 3-5 business days). We will notify you via email once the process is complete.

4. Refunds & Credits

  • Timing: Upon approval of your return, refunds will be processed to your original method of payment within 7-10 business days.
  • Method: Refunds will be issued via the original payment method (e.g., Visa, MasterCard, JCB, PayPal). Please note that your bank or payment processor may take additional time to post the refund to your account.
  • Deductions: The original shipping cost (for Standard or Free Shipping) is non-refundable. For exchanges, no refund is issued; you will receive the replacement item.

5. Request Template

To expedite your request, please copy and paste the template below into your email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Lesbijoux De Marilou Team, I would like to request a [Return / Exchange] for my recent order. Order Number: [Please Insert] Date of Delivery: [MM/DD/YYYY] Item Name: [e.g., Collier Cœur Gravé – Double Heart] Reason for Request: [e.g., Size Exchange, Non-personalized item not as expected] For Exchanges, please specify desired replacement (if known): [Item Name & Details] I confirm that the item is [unused / not personalized] and will be returned in its original packaging. I have read and understand the Returns & Exchanges policy. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

6. Damaged or Incorrect Items

If your item (personalized or not) arrives damaged, defective, or is not what you ordered, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you, honoring our promise of quality and care.

We Are Here for You

For any questions regarding returns, exchanges, or the personal nature of your order for occasions like Cadeau Marraine, Départ à la retraite, or Cadeaux de Remerciement, please reach out. We handle your concerns with the same confidentiality and dedication we apply to every engraved detail.

Email: [email protected]
Atelier Address: Lesbijoux De Marilou, 4953 Ocello Street, San Diego, US 92111

Thank you for entrusting us with your meaningful moments.