Customer account :
1. How can I access the products online?
Since our customers are exclusively professionals of the sector, you must have an account to be able to access and buy our products. To create your account you can refer to "how to create an account".
2. How to create an account ?
In order to create your account, click on "connection" and then on the "create an account" button. You will find a form to fill in, including mandatory fields. Our customers being exclusively professionals of the sector, it is essential that you provide us with a copy of your identity card, a KBIS (professional license register) as well as the name of your company. Without these documents your account will not be validated.
3. How long does it take for the validation of my account?
Our team will validate your account within 1 working day after your request, if all the required documents are provided. You will receive an email as soon as your account is validated.
4. Why my account is not validated?
Your account might not be validated either because you have not provided all the required documents or either the documents provided do not meet our requirement, in this latter case, our team will contact you to finalize your request. Your account may also be undergoing verification and will be validated very soon.
The Actuelle website is only dedicated for placing purchase order, no payment could be done on the website. Once you have validated your purchase order, it is sent to our team who will contact you to finalize your purchase and proceed the payment.
5. I did not pay anything after placing my purchase order, is this normal? / How do we proceed the payment of the order?
Yes, no payment is made directly on the website after your order is placed. It is first transmitted to our team who will contact you for the finalization and payment of the order.
6. Is there a minimum purchase amount to respect?
For your first order, a minimum purchase of 300€ HT will be required. For your next orders, the mimimum purchase amount is set at 150€ HT.
7. How long will it take to process my order?
All orders are processed and prepared within 2 working days.
8. What is the delivery time of my order?
In France, packages are delivered within 2 to 3 working days with Colissimo and within 1 working day with Chronopost once the package has been picked up by the carrier.
For foreign countries, delivery times may vary depending on the country of destination.
9. What are the payment methods ?
For any order made from the website, you can pay by credit card, bank transfer or by check, once our team has contacted you. It is also possible to pay in cash in our shop.
10. How can I track my order?
As soon as your parcel is handed over to the carrier, you can follow its progress thanks to a link that is sent to you by e-mail.
11. In which countries do you deliver ?
Orders can be delivered anywhere in the world.
12. Can I change my order?
You can modify your order by informing us by email at [email protected]
13. Can I return my order ?
You can exercise your right of retraction and return your order within 14 days following the reception of this one. You must however inform us beforehand.
The products must be returned in their original condition and packaging. The shipping costs are at the customer's expense. The refund is made on the value of the products and does not include the shipping costs.
14. What is the amount of shipping costs?
When you have placed your order, the site will provide you with an estimate of the shipping costs. However, the exact shipping and insurance costs will be communicated to you when you finalize your order with our team.
15. What delivery methods are available?
Your order can be delivered by Chronopost or Colissimo. We can also make deliveries by courier in Paris. You can also come and pick up your order in store.
16. I did not receive an order confirmation email, what should I do ?
After each order entry, a confirmation email is sent to you. Please check that it is not in your junk mail. If it is not the case, do not hesitate to contact us at [email protected]
17. Do you have a point of sale?
We have a point of sale where you can come to be advised, see and buy our products.
It is located at 138 rue du Temple, 75003 Paris. We are opened from Monday to Friday, from 9am to 6pm.
18. How to be informed of the latest products arrivals ?
In order to be informed of the arrival of new products or collections you can subscribe to our newsletter, as soon as you register by checking the box « subscribe to our newsletter » or also later in the settings of your account, in "information" by checking « subscribe to our newsletter ».
19. What materials are your jewelry made of?
Most of our jewelry are made of 3 micron gold-plated or 925 silver. Some jewelry may contain mother-of-pearl or zirconium.
20. What are your delivery times ?
Our restocking times generally vary between 6 to 8 weeks depending on the product.
21. Can I group my orders with your partner Actuelle Bijoux ?
Yes, this is possible. To do so, you can indicate it to us when you enter your order by leaving a message in the box provided for this purpose.
22. I can not find a product that I want on your website, is this normal ?
The product you are looking for may belong to an old collection that has not been renewed. If needed, you can contact us at [email protected]
23. Where are your jewelry made?
Our jewelry are made in Europe and Asia. The electroplating for the gold treatment of our jewelry is done in France and in Europe in compliance with the European REACH standards. Our gold-plated jewelry is guaranteed in 3 micron gold without dispersion.
24. One (or more) of my jewels are broken, what can I do ?
If you have accidentally broken or damaged your jewelry, it will not be returned or refunded. If it is a manufacturing defect, you can notify us the same day of delivery or at the latest 1 working day after.