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Amaya’s advice/suggestions

 

The most frequently asked questions

 

JEWELLERY

 

We offer 925 Sterling silver, gold-plated and rose-gold plated pieces of jewellery

925 Sterling silver has a content of 92.5 % pure silver. The remaining percentage contains other materials such as copper and brass. All of our pieces of jewellery have a guarantee hallmark that certifies their authenticity.

Our gold-plated jewel is made of an alloy of different materials (such as copper, bronze and brass) and is covered in a layer of 18 carat gold which is 3 micrometre thick.
All of our pieces of jellewery are guaranteed nickel-free.

 

What precautions to take for my gold-plated and rose gold-plated jewellery?

Gold-plated and rose gold-plated jewellery is more fragile than silver, it is therefore necessary to take good care of them. We recommend you to remove your jewellery before swimming, and to avoid contact with cleaning products.

 

What to do to prevent oxidization which can blacken my silver jewellery?

Oxidization is a natural process that occurs due to acidity of the skin and contact with perfumes, creams, chlorine or other chemical products.

In order to protect/preserve your jewellery we advise you to use silver polish or soapy water to clean your silver, or even this simple life hack: toothpaste!

 

What precautions should I take in caring for my coloured pompom?

Pompoms created by L’Atelier d’Amaya are fragile ornaments which may deteriorate with wear. In order to limit their deterioration, we advise to you to avoid any contact with water. If necessary, you can change your pompom in one of our stores, or in the workshop for a 5€ fee.

 

How do I tighten my cord bracelet?

To tighten your bracelet cord, you just have to pull the cords one by one. If it is a double cord, simply pull them 2 by 2: you will find the 2 corresponding cords by looking next to the knot. Some cords might be harder to tighten than others.

 

Does jewellery from L’Atelier d’Amaya contain nickel?

All the jewellery coming from L’Atelier d’Amaya are guaranteed to be nickel-free, in order to avoid any risk of allergy.

 

What to do if my cord deteriorates?

For every bracelet purchased, a voucher for a free cord replacement is included in your order. Subsequent cord replacement will be at your expense.

 

Can I buy a single earring if I lose one?

Unfortunately, earrings from L’Atelier d’Amaya are only sold in pairs.

 

Where do the semi-precious stones come from?

Our semi-precious stones come from many places including Thailand, Myanmar, South Africa, India and Sri Lanka. We are dedicated to selecting the finest stones from our craftspeople and providers across the world.

For every order, we enclose a certificate of authenticity that guarantees the origin of the materials used. 

 

SIZING

 

To choose a piece of jewellery in the correct size, please see our dedicated page.

GUARANTEE

 

Is my piece of jewellery guaranteed ?

All of our pieces of jewellery are guaranteed 6 months from the purchase date except for our coloured pompoms which have a 3 month-guarantee.


My piece
of jewellery is broken or faulty, what can I do ?

You can return any faulty or broken pieces of jewellery to our Atelier !

We invite you to contact our customer service by email : [email protected] or by phone +33 (0)5 56 81 57 71 ! Customer Service will explain the process to follow.

 

What if the guarantee has passed the deadline ?

If the guarantee has passed the deadline, you can contact Customer Service by email : [email protected] or by phone +33 (0)5 56 81 57 71 where our Customer Service will estimate the cost of repairs.  

CUSTOMER SERVICE

 

How do I contact customer service?

You can directly contact the customer service of L’Atelier d’Amaya by email on [email protected] or by phone +33 (0)5 56 81 57 71, Monday to Sunday between the hours of 9.30-18.30 (GMT+1)

 

ACCOUNT AND PASSWORD

 

How do I create an account on the website L’Atelier d’Amaya?

On the top right hand side on the homepage, click on “My account” then “Create an account”.

Fill in the form and click on “Register”. That’s it, your account is now created! You will receive a confirmation mail with your login and password.

 

How do I access my account if I have forgotten my password?

On the top right hand side on the homepage, click on “My account” then “Log-in” and click on “Forgot my password?”. Enter the email address you used to create the account and click on “Recover my password”. An email with your new password will be sent to your address.

 

How do I modify my personal information?

You can change your personal information any time by logging-in to your account and clicking on “My personal information” in the menu bar on the left hand side.

 

PAYMENT

 

Is it safe to make payments online via the website?

Our website www.atelier-damaya.com offers a fully secured payment system that you can trust.

 

What payment methods can I use?

Our website www.latelier-damaya.com offers various methods of payment: Credit Card (Visa or MasterCard), PayPal, or alternatively you can send a cheque to L’Atelier d’Amaya by post.

  

POSTAGE AND DELIVERY

 

How long will it take for my parcel to arrive?

Delivery dates vary according to the availability of the product, the delivery option selected and the country of delivery. For specific details, please see our page Postage and Delivery LINK.

 

What countries do L’Atelier d’Amaya deliver to?

Pieces of jewellery from L’Atelier d’Amaya can be delivered to any country covered by La Poste (postal service). L’Atelier d’Amaya do not deliver to PO box addresses.

 

How much is delivery to France?

For a delivery to metropolitan France, your piece of jewellery can be delivered by recorded delivery from La Poste (5€) Colissimo (8,5€) or Chrono 13 (26€).

 

How much is a delivery outside of France?

Postage fees for DOMTOM and outside of France are 8,50€ for recorded delivery by La Poste and 20€ for Colissimo.

 

How to track my parcel?

Once your parcel has been dispatched, you will receive an email with a tracking number. You can easily track the progress of your parcel by entering this number onto the La Poste website.

 

What should I do if I encounter an issue with the delivery?

For any issue with the delivery, please contact L’Atelier d’Amaya customer service by email [email protected] or phone +33 (0)5 56 81 57 71.

 

How soon will my parcel be available at the shop after ordering on the website?

Deliveries to our shop vary and can take up to a maximum of 7 working days. We will send you an email to inform you of the exact date that your parcel will be available for collection.

 

How do I collect my order at the shop?

If you selected this delivery option, you will receive an email with the date that your order will arrive. You can collect your parcel using this email and a valid ID.

If you want someone else to pick up your parcel, this person will need to show the ID mentioned in the email AND their own ID.

 

RETURNS

 

How can I return an order?

For any returns or to exchange an item, please contact our Customer Service within 14 days by email [email protected] or by phone +33 (0)5 56 81 57 71. We will give you details of how to proceed with a return or exchange.

 

What are the conditions for an exchange or a refund?

To ask for a refund, you have 14 days after receiving your order. You can exchange for a different size or model within 30 days. For your returned items to be accepted, they need to be unworn and in their original packaging. Engraved items cannot be returned or exchanged.

  

LOYALTY SCHEME

 

How are my loyalty points calculated?

For every order placed on our website, you accumulate points equivalent to the price of your purchase*: 1€ = 1 point.

When you have accumulated 200 points on our website, you will be entitled to a discount equivalent to 10% of your loyalty points. For example:

       200 points = 20€
       250 points = 25€
       333 points = 33.30€

 

 

You will be able to use this discount on your next online order.

*Postage fees not included

 

How to view my loyalty points?

To view your loyalty points, access your personal account “My account” and then the section “My loyalty points” where you will find the details of how many points you have accumulated.

 

How do I use my loyalty points?

If you want to use your loyalty points, log in to your personal account and click on “My loyalty points”. You can create your voucher by clicking on “Transform my points into a voucher”. Your reduction code will be displayed on this page. The code is valid for 1 year from the date of your last order.

 

Are my loyalty points from the website and in store accumulated on the same account?

Unfortunately, the two loyalty accounts from in store and online are separate, therefore loyalty points are accumulated on 2 different accounts.

Loyalty points accumulated on the website are only valid for online purchases.

 

GIFT CARD

 

Where can I use my gift card L’Atelier d’Amaya?

Gift cards purchased online are valid for both purchases on our website www.atelier-damaya.com and in stores. They are valid for 1 year.