FAQ's
Frequently asked questions
Q: What are your operating hours?
A:Our online operating hours are 8:30am - 6pm ( Mon-Fri ), any equerries made outside this hours may not be answered until the operating time.
DELIVERY
Q: I live in the United Kingdom how long will my delivery take?
A: Usually the delivery time within Europe is 3-10 working days because of Brexit once the UK lives the EU delivery may take longer, but we will keep our customers updated in our delivery section.
Q: I have just noticed that the Amber stone is not the exact some colour is the good faulty?
A: No the good is not faulty, all our precious stones are hand made and amber is does not consist of one exact colour, therefore each stone may varies in colour from another stone.
CUSTOMER SUPPORT
Q: How can I contact the customer service?
A: You can contact the customer service by clicking on the contact us on left top headers or footer bar o the website, where you can fill in the form or you can send us an email on mf@mariefrance-design.com. Someone will get back to you as soon as possible during the operating time.
RETURN GOODS
Q: How many days do I have to can return my package?
A: All our jewellery have a 7 days return policy apart from earrings which cannot be returned because of personal hygiene
Q: Is there anything I need to do before?
A: Yes you would need to request a return by contacting our customer service department with your order number.
Q: Can I cancel my order once the payment has been accepted?
A: Once the item has been accepted I'm afraid the item cannot be cancelled. however you may be able to return the good and get a refund if your request has been accepted by our customer service department.
Q: Can all jewellery be retuned?
A: All of our jewellery can be retuned except from earrings because of hygiene
Covid
Q: It has been longer then suggested delivery time and I still not have received my goods should I be worried?
A: Not at all because of Covid delivery may take longer than the usual. But if you have still not receive your good after one week from the delivery date please feel free to contact us with your order and delivery tracking number.
PACKAGING
Q :How will my purchase be packaged?
A: Your order will come in a nice gift box, wrapping paper with a ribbon. The pieces you order will be placed in a minimum of 2x gift at boxes. if you order 3x items, they will be arranged in one boxes unless you can email us your request straight after your order with your full name and total purchase cost.
e.g One box for all your jewellery purchase !for example earrings, necklace and bracelet together.
Unless you send us a request for the necklace and earrings together and the bracelet separate.
Q: Can I buy a separate gift package?
A: At the moment we do not have this option available but once we do we will inform our customers.