Account and order
Where is my order?
You can easily follow-up on your order by connecting to your account on our e-shop. You will find out details on each step from the confirmation of your order to its delivery. When shipping is processed a tracking number is issued and allows you to follow your order directly on the web site of the delivery company.
Can I modify or cancel my order?
Once your order is confirmed and paid for, it is no longer possible to modify it or cancel it from the e-shop. However, for special requests regarding modification or cancellation regarding your order we invite you to contact our customer service at: [email protected] or by calling +33 (0)22.214.171.124.01. In case of cancellation, the refund process will then be initiated with our accounting department. A confirmation email will be send thereafter.
How can I print my invoice?
Once you are connected to you account, you can easily print your own invoice from your user account.
How do I create a user account?
In order to create a user account just click on “Log in” in the e-shop, enter your email address in the field provided, click on “create your account” then enter your personal data and proceed with “register”. Your user account is now created! However, in the case you did not create your account before you proceeded with an order, you will still be able to do so, before confirming your order.
I lost my password, how can I reset it?
If you lost your password, we invite you to click on “Did you forget your password?” An automated mail will then be sent to you with a new randomly created temporary password. In the event you do not receive this new password, feel free to contact our customer service at [email protected] or by calling +33 (0)126.96.36.199.01 so we can help you reset your account with the password of your choice.
You can also contact us on WhatsApp on +33749736638.
Can I place my orders over the phone?
We do not currently provide a telephone service for placing orders. However, should you be facing issues while ordering on line you may contact our customer service at [email protected] or by calling +33 (0)1 80 50 51 01.
You can also contact us on WhatsApp on +33749736638.
They will be happy to assist you with this process.
What are my delivery options?
- Shop pick-up
- So Colissimo
- Home delivery
- So Colissimo
- Home delivery
For the European Community and overseas French departments Zone 1 (Guadeloupe, Saint Barthélémy, French Saint Marteen, Martinique, Réunion, Guyana, Mayotte et Saint Pierre et Miquelon):
- Home delivery
- Pick-up point
For other continents and overseas French Department Zone 2 (New Caledonia, French Polynesia, Wallis & Futuna islands and French Austral & Antarctica territories) :
- Home delivery (except for the USA).
What are the costs of delivery for France?
- Shop pick-up is Free of Charge (FOC)
- So Colissimo is 3.90€ and FOC for orders 50€ and over.
- Home delivery is 5.90€ and FOC for orders 95€ and over.
What are the shipping costs for international deliveries?
For Belgium :
- So Colissimo is 9€ and FOC for orders 80€ and over.
- Home delivery is 15€ and FOC for orders 200€ and over.
For the EC and overseas French department Zone 1(Guadeloupe, Saint Barthélémy, Saint Marteen, Martinique, Réunion, Guyana, Mayotte and Saint Pierre et Miquelon) :
- Home delivery is 15€ and FOC for order 200€ and over.
- Pick-up point delivery is 9€ for Area 1 (Germany, Belgium, the Netherlands, Luxembourg), 10€ for Area 2 (UK and Spain) and is FOC for orders 200€ or more for both areas.
For the other continents and overseas French department Zone 2 (New Caledonia, French Polynesia, Wallis & Futuna islands and French Austral et Antarctic Territories) :
- Home delivery is 22€ and FOC for order 300€ and over (except for the USA).
What are the delivery lead times for France ?
For orders with “shop picking” option, the order is available the very same day. The average delivery lead time for mainland France runs from 24 to 48 hours for home delivery and 48 to 72 hours for delivery in a pick-up delivery spot. If you place your order before 2pm, it will be processed and shipped the very same day, if you place your order after 2pm it will be shipped the following day. For orders placed on a Saturday, Sunday or public holidays, they will be processed on the following working day. During sales and promotions there may be a slightly longer lead times due to an increased volume of transactions, and we thank you for your understanding.
What are the delivery lead times for international deliveries?
For the EC (European Community) Areas 1 to 4 and overseas French departments code 1, the average lead-time runs from 72 hours to 5 days. For all other continents and overseas French departments Code 2, the delivery lead-time runs from 5 to 10 days.
Do you deliver out of France?
The e-shop delivers worldwide. However the delivery options, lead times and costs may vary according to the country and place of delivery. Please consult the different categories and areas corresponding to your needs.
Where are my products?
You can easily follow your order by connecting to your account on our e-shop. There, you will find the different steps from confirmation of your order to its shipping. When your order is shipped, we provide you with a tracking number. By clicking on it you can follow your order directly on the web site of the delivery company.
Is it possible to have my order delivered to a shop?
Shop picking is only available in France and pick-up is only available at our shop located 5 rue du Bourg l’Abbé 75003 Paris. Pick-up times are: Monday to Thursday from 10am to 7pm and on Fridays from 10am to 6pm. An email will be sent to you to let you know when your order is ready for pick-up.
Returns and exchange
Can I return a product to the shop when I bought it on-line?
Returns and exchanges in a shop of a purchase on line are only possible in the following location: Boutique Les Néréides
5 rue du bourg l’abbé
Tel +33 .01.80.50.51.11.
What should I do if I receive a defective item?
Despite the close attention we give to the processing of the orders and the quality control we ensure before packaging the products, it may occur on rare occasions that an item presents a defect. In such case, we invite you to contact our customer service at [email protected] or by calling +33. 01.80.50.51.01, you can also contact us on WhatsApp on +33749736638. in order resolve this issue and organize a return. You will then be offered two options and either be fully reimbursed or to receive a new item to replace the faulty one. When in France, a prepaid return voucher will be sent to you to allow you to return the item at no charge. For returns coming back from areas outside of mainland France, we kindly ask that you proceed with the return at your charge and we will reimburse all costs involved upon receipt of the item.
What should I do in case I receive an item different from the one I ordered?
Despite the close attention we give to the processing of the orders and despite the quality control we try and ensure before packing the items, it may occur in rare occasions that you receive an item different from the one you ordered. In such case, we invite you to contact our customer service at [email protected] or by calling +33 01.80.50.51.01, you can also contact us on WhatsApp on +33749736638. in order for us to organize a return procedure. You will then be offered two options, either a full refund or to receive the item you initially ordered. When in France, a prepaid return voucher will be issued and sent to you to allow you to return the item at no charge. For returns coming back from areas outside of France, we kindly ask that you proceed with the return at your charge and we will reimburse all costs involved upon receipt of the item.
What are the lead times for handling returns?
Upon receipt of your item, allow one week for France and 2 to 3 weeks for international.
Are the returns Free Of Charge?
For orders placed in France, you will enjoy free of charge return, and we invite you to ask for a Colissimo voucher by contacting: [email protected] so you do not have to pay up-front for the return shipping charges. As we are striving for continuous improvement of our service, we kindly ask that you let us know what motivated you return. In order to do so you will find in your parcel a form designed for detailing the reasons for the return of the item.
For orders out of France, the possible return of you order remains at your charge (except if the jewelry you received showed defect or was not the one you ordered initially). We simply require that you fill in the return form enclosed in your parcel so we can act upon it promptly. You will be advised by email as soon as your parcel reaches our offices and we will proceed with an exchange or reimbursement. The item must be returned in its original packaging for protection. Indeed we will not be able to proceed with a refund should the item be damaged during the return shipping.
Have you received the item I returned you?
For all returns and exchanges, you will receive an email to acknowledge the good receipt of your item.
How long will it take for the refund to reach on my account?
For refunds, please allow 3 to 7 working days starting the time when the return is confirmed. An email acknowledging good receipt of your parcel will be sent to you. Note that the processing time may be delayed during sales period, due to overload of work.
How to proceed for a return/exchange?
In accordance with the national and international rules and regulations relative to the protection of the cyber-consumer, you have the right to a legal 14 days withdrawal from the date of receipt of your order, without having to justify your reasons. If you live in France, we invite you to contact our customer service at [email protected] or by calling 01.80.50.51.01, you can also contact us on WhatsApp on +33749736638. in order to allow us to send you a return voucher and proceed with a refund.
For orders out of France, the possible return of you order remains at your charge (except if the jewelry you received showed defect or was not the one you ordered initially). We simply require that you fill in the return form enclosed in your parcel so we can act upon it promptly. You will be advised by email as soon as your parcel reaches our offices and we will proceed with an exchange or reimbursement. The item must be returned in its original packaging for protection. Indeed we will not be able to proceed with a refund should the item be damaged during the return shipping. Please note that for hygiene reasons, earring (except clip-on) cannot be returned not exchanged. The same rule applies to perfumes and candles.
What are the means of payment available?
The payment of your order on the e-shop can be done by credit card (Carte Bleue, Visa or Mastercard), or with your PayPal account. Payments by check, wire transfer or installed payments are not available on line.
Is the payment on line secured?
The payment is fully secured. When paying by credit card, it is processed on our partner web site Ingenico. This implies that no information about your bank account is going through the e-shop. The details of your credit card are encrypted following the SSL - Secure Socket Layer protocole and they never pass in clear through our website. The payment is processed directly with the bank. We have no access to your details and they are not saved on the server. This is the reason why you need to provide them again for each transaction on our website.
Are the taxes and duties included in the prices?
All orders placed on the e-shop and which country (or area) of delivery is outside mainland France, may be subject to taxes and duties. The custom duties are enforced by the rules and regulations of each country. These taxes (which may vary from 5% to 15% of the total amount of your order) are supported by you and are your responsibility. In the event where the recipient/consignee refuses to settle the payment of these taxes/duties with www.lesnereides.com these amounts will be deducted from the amount of your refund when this parcel is returned to us.
Warranty and repairs
What is the repair time?
For repairs you may count on about 10 working days from the moment when the return has been confirmed. An email acknowledging the good receipt of your item will be sent to you. This time frame does not include delivery time and may be longer during the sales period.
What is the warranty period?
All the items of Les Néréides (except for the fragrances) bought on the e-shop are guaranteed for 1 year on parts and labor from the date of purchase. Created by hand, the jewels of La Maison Les Néréides are rigorously controlled before being shipped. The gilt and enamel which complete our products are sensitive to shocks, that is why La Maison Les Néréides cannot bring any guarantee against the possible damage of an inappropriate use of the jewel. To make your jewel last and maintain its original sparkle, we recommend you take the best care of it (consult our care instructions).
Is it possible to ask for a repair beyond the guarantee deadline?
After the expiry of the guarantee, if your item can be repaired, we will be happy to establish a repair quote. Prior to sending back your piece of jewelry, you may send a picture to our customer service at [email protected]. You can also contact us on WhatsApp on +33749736638.
They will liaise with our repair service and will get back to you with the amount of the repair on a quote. We will not be able to proceed with any repair before receiving formal approval and payment of this price quote. When this is cleared, you will then be able to send your item to the following address:
Les Néréides Distribution
5 rue du Bourg l’Abbé
We kindly request that you provide us in this shipment, with the address where you wish this product be sent back once it is repaired. Do not forget to also indicate an email address and a telephone number where you can be reached. You may also drop and/or pick up your repaired item to the address mentioned above.
How can I be sure that the products I bought are really jewels made by Les Néréides?
All the items bought on our on-line e-shops www.lesnereides.com ; www.lesnereides-usa.com or www.lesnereidesaustralia.com.au , as well as all the shops found in our store locator are certified by Les Néréides.
What are the manufacturing processes for the jewelry of the brand Les Néréides ?
The jewels of Les Néréides are the fruit of a very precise and painstaking work by artisans who make each piece by hand.
How to take care and maintain the products?
In order to maintain their original aspect we recommend the following:
Clean your piece of jewelry on a regular basis with a soft and dry fabric.
Avoid contact with water or cosmetics (perfume, soap, cream).
Keep your piece of jewelry in its original packaging or in a protective pouch.
All the pieces of Les Néréides brand (except fragrances) bought on our e-shop carry a 1 year warranty from the date of purchase.
How can I be sure that the products I bought are genuine pieces from Les Néréides brand?
All the items bought on our e-shops www.lesnereides.com ; www.lesnereides-usa.com or www.lesnereidesaustralia.com.au as well as the items sold in the shops referenced in our store locator are certified by Les Néréides.