Refund policy
At Duo Bijoux, we want you to be fully satisfied with your purchase. In accordance with European regulations, you have 14 days from the date you receive your order to exercise your right of withdrawal.
Return shipping costs are entirely the responsibility of the customer.
Delivery times are provided for information purposes only. Duo Bijoux cannot be held responsible for delays caused by carriers, postal services, customs checks, strikes, wars, logistical disruptions, or any external event beyond our control.
14-Day Right of Withdrawal
In accordance with European regulations, you have 14 days from the date you receive your order to inform us that you wish to return one or more items, without giving any reason.
To be eligible for a refund, returned items must meet the following conditions:
Condition of items: Items must be unworn, unused, in their original packaging, and accompanied by any original tags.
Exceptions:
- For hygiene reasons, earrings and other jewelry worn on pierced areas cannot be returned once the packaging has been opened.
- In accordance with consumer law, custom-made or personalized jewelry made according to the customer’s specifications cannot be returned, exchanged, or refunded.
To initiate a return, please contact us by email at contact@duobijoux.com, indicating your order number and the items concerned.
Return and Refund Conditions
Once the returned items have been received, our team will inspect them to ensure that they comply with the conditions mentioned above.
After the return has been validated, we will inform you whether the refund has been approved or refused.
Refund processing time: The refund will be initiated within a maximum of 10 business days after the return has been validated. Some banks may then apply their own processing times before the refund appears on the customer’s account.
Return shipping costs: Return shipping costs are the responsibility of the customer.
Promotional codes and discounts: If a promotional code or discount was applied at the time of purchase, the refund will only cover the amount actually paid.
Parcels in transit: No refund or replacement shipment can be made while the parcel is shown as being in transit by the carrier and has not been officially declared lost.
Delivery Times and Transport Responsibility
Orders are prepared and shipped as quickly as possible by Duo Bijoux.
However, once the parcel has been handed over to the carrier, delivery times may vary depending on the destination country, peak periods, customs procedures, or logistical disruptions.
Duo Bijoux cannot be held responsible for delivery delays caused in particular by:
- postal service or carrier strikes;
- logistical or customs disruptions;
- exceptional weather conditions;
- peak activity periods;
- any force majeure event beyond our control.
A delivery delay shall not result in automatic cancellation of the order or immediate refund as long as the parcel remains in transit within the carrier’s network.
How to Return an Item
To return an item, please follow these steps:
Contact us: Send an email to contact@duobijoux.com with your order number and the items concerned.
Prepare your parcel: Make sure the items are unworn, in their original packaging, and properly protected for transport.
Ship the parcel via Mondial Relay: Returns must be made via Mondial Relay.
Return address: After your request has been validated, we will send you the return instructions and the exact address of the Mondial Relay drop-off point.
Once the parcel has been dropped off, please send us the proof of deposit and tracking number to help us process your return.
Additional Information
For any further questions, you can contact us at contact@duobijoux.com.
For urgent requests, please indicate “URGENT” in the subject line of your email so that priority handling can be provided where possible.
The Duo Bijoux team
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