Returns and Exchanges
Your satisfaction is our priority
Dear valued customer,
Thank you for your order on our aden.boutique website. Your satisfaction being our absolute priority, we strive to guarantee you an exceptional shopping experience. However, if your order does not fully satisfy you, we are here to support you and find the most suitable solution for your needs.
🔹 Your right of withdrawal
In accordance with current consumer protection legislation, you have a 14 calendar day period from receipt of your order to exercise your right of withdrawal, without having to justify reasons or pay penalties.
⚠️ Important exceptions
The right of withdrawal does not apply to custom-made and/or bespoke jewelry, in accordance with consumer protection regulations. For more details, please consult our Terms and Conditions.
🔹 Items covered by the right of withdrawal
- Ready-to-wear jewelry from our permanent collection in stock
- Precious and semi-precious stones offered for sale in stock
🔹 Items excluded from the right of withdrawal
- Custom-made jewelry created according to your specifications with a delivery time of 20 to 30 working days
- Personalized jewelry (engravings, size modifications, etc.)
- Unique creations made to order with a delivery time of 20 to 30 working days
- Items with specific customization with a delivery time of 20 to 30 working days
🔹 Return procedure
Step 1: Contact our customer service
Before any return, we invite you to contact our Customer Service team who can assist you and potentially resolve your issue without requiring a return:
- Phone: +33 6 14 81 06 53
- Email: contact@aden.boutique
- Hours: Monday to Friday, 9 AM to 5 PM (CET)
Step 2: Information to provide
To efficiently process your request, please specify:
- Your customer number
- The order number concerned
- The reference of the item to be returned
- The reason for return (defect, non-conformity, change of mind, etc.)
- Your preference: refund or exchange
Step 3: Preparing the return package
Once approved by our customer service:
- Carefully pack the item in its original packaging
- Include all accessories (jewelry box, certificate, instructions, etc.)
- Include the invoice or delivery note
- Use appropriate protective packaging for shipping
💡 Security tip
For valuable jewelry, we strongly recommend sending by registered mail with acknowledgment of receipt and insurance. Keep the receipt until confirmation of your return.
🔹 Refunds
Refund conditions
We process refunds in the following cases:
- Exercise of right of withdrawal within legal deadlines
- Receipt of defective or non-conforming products
- Error on our part in order preparation
- Item damaged during transport (reported on delivery day)
Refund terms
Timeframe
Refunds are processed within a maximum of 14 days from receipt of your returned item in perfect condition.
Method
Refunds are processed using the same payment method used for your initial order.
Return costs
- Your responsibility: returns for change of mind under right of withdrawal
- Our responsibility: defective, non-conforming items or errors on our part
- Important: we do not refund returns of damaged items or packaging
🔹 Exchanges
If you are not completely satisfied with your order or encounter a sizing issue, we offer an exchange service to help you find the ideal solution.
Types of possible exchanges
- Size change: for rings and bracelets (subject to availability)
- Different model: of equivalent value or with price supplement
- Stone color: according to our available stock
- Manufacturing defect: immediate identical exchange
Exchange procedure
- Contact our customer service at +33 6 14 81 06 53 or contact@aden.boutique
- Describe your request with order number and reason for exchange
- Feasibility validation and stock verification
- Return of the item according to agreed terms
- Shipping of new item within 3 to 5 working days
Special conditions
- Exchanges are possible within 30 days of receipt
- The item must be in perfect condition, unworn and in its original packaging
- A price supplement may be requested in case of value difference
- Exchange shipping costs are complimentary for manufacturing defects
🔹 Our customer service at your disposal
📞 By phone
+33 6 14 81 06 53
Monday to Friday
9:00 AM to 5:00 PM (CET)
💚 Our quality commitment
Our jewelry specialists are trained to assist you with all your needs. Please don't hesitate to share your feedback to help us continuously improve our services.
🔹 Frequently asked questions
How long do I have to return jewelry?
You have 14 calendar days from receipt of your order to exercise your right of withdrawal, in accordance with current consumer protection legislation.
Can I return custom-made jewelry?
No, the right of withdrawal does not apply to custom-made or bespoke jewelry, in accordance with our Terms and Conditions and current regulations.
Who covers return shipping costs?
Return shipping costs are your responsibility, except if the item arrived defective or damaged due to our fault and reported on the day of delivery.
How do I process an exchange?
Contact our Customer Service at +33 6 14 81 06 53 or email contact@aden.boutique with your order number and reason for the desired exchange.
What condition should the returned item be in?
The item must be in perfect condition, unworn, in its original packaging with all accessories (jewelry box, certificate, instructions).
When will I receive my refund?
Refunds are processed within a maximum of 14 days from receipt of your returned item, using the same payment method used for the order.
Need help or additional information?
Our team is here to assist you with all your needs