Shipping & Returns

 

1. General information

Resale

We do not authorize purchases on this website for re-sale. To become an official retailer, please email wholesale@justineclenquet.com. We recommend you to buy products either directly from our website or from our stockists to guarantee the authenticity of your purchase.

 

2. Shipping

2.1. Delivery terms

France

  • Standard mail without signature:
    • 2—7 business days, 3€, or free shipping over 100€.
  • Standard mail with signature:
    • 2—7 business days, 6€, or free over 150€.
  • Express shipping:
    • 1—2 business days, 15€, or free over 300€.

Europe

  • Standard mail without signature:
    • 4—10 business days, 6€, or free over 100€.
  • Standard mail with signature:
    • 4—10 business days, 8€, or free over 150€.
  • DHL express: 
    • 1—3 business days, 25€, or free over 350€.

Worldwide

  • Standard mail without signature:
    • 7—20 business days, 8€, or free over 100€.
  • Standard mail with signature:
    • 7—20 business days, 10€, or free over 150€.
  • DHL express: 
    • 2—6 business days, 45—65€, or free over 400€.

Please note that Chinese and Australian packages are necessarily sent via Standard mail with signature or DHL express.

We are not responsible for any duties, taxes, or other fees that may be assessed on international shipments.

Please ensure your delivery address is correct and secure. We are not responsible for items not received due to an incorrect or an incomplete shipping address. Items marked undeliverable due to an incorrect shipping address will be reissued if and when they are received back and will incur a reshipping fee.

2.2. Track your parcel

You will receive a confirmation email immediately after placing your order to confirm it. When your order has been shipped, you will receive an email from MYDELIVENGO for standard shipping or from DHL for express shipping to track your package. Please contact customercare@justineclenquet.com for any inquiries.

Note: Chinese users who have a ‘@qq.com‘ email address may not receive some email notifications. Please provide us some other reliable email address or contact us via our social media.

 

3. Return

Exchanges and returns are accepted until 7 days after the item is received. Customers must contact customercare@justineclenquet.com for a return authorization number before return. We don’t provide a return label, the customer is responsible for shipping fees.

3.1. Return conditions

3.1.1. Jewelry

  • Item must be sent back unworn and in its original packaging. 
  • Items returned or exchanged without prior notification and original packaging will not be accepted.
  • Our items go through a process of quality control checks. Even then, it can still happen that you receive a damaged item due to transportation.
  • Contact customercare@justineclenquet.com with a photo of the faulty item. If we find any imperfection that was not mentioned, the items will not be able to give a refund.
  • To send your items back, please use a traceable or insured method.

3.1.2. Shoes

  • Shoes must be returned unworn and with the dust bag and original shoe box as these are considered part of the product.
  • Shoes must be tried on a carpeted surface as our soles are delicate.
  • Shoes returned or exchanged that do not meet our policy will not be accepted.
  • Our items go through a process of quality control checks. Even then, it can still happen that you receive a damaged item due to transportation.
  • Contact customercare@justineclenquet.com with a photo of the faulty item. If we find any imperfection that was not mentioned, the items will not be able to give a refund.
  • To send your shoes back, please use a traceable or insured method. Place the shoe box inside a shipping box to prevent damage during shipping. 

 

3.3. Limits

  • Sales and limited edition items cannot be returned or exchanged.
  • Customers are responsible for all shipping costs involved in the returning of the items. 
  • Shipping costs paid by customers will not be refunded. Taxes or duties on international shipments are non-refundable.
  • We are not responsible for problems that occurred after wearing the items without taking care of them.