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HOW CAN WE HELP YOU?

Have a question? Take a look at our FAQ section for more information.

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Jewelry Care

How to care for your jewelry

FAQ
Returns
Orders
Shipping
Security
Payments
Jewelry Care
Gifting

Q: What is your return policy?

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

All below items are non-returnable:

-Custom pieces

-Custom engraved and monogrammed items

Q: Can I cancel or change my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Q: Do you have a showroom I can visit?

Certainly, we kindly request that showroom visits be scheduled in advance by contacting us at info@bonheurjewelry.com. Scheduling an appointment helps us ensure your visit is personalized and tailored to your needs.

Q: How do I track my order?

Have an account?

Great! Log in, head to your Bonheur account, and select "My Orders" to review your order status. You will receive an email with a tracking number as soon as your product is packaged and prepared for shipping, allowing you to monitor its progress.

Q: What is your return policy?

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

All below items are non-returnable:

-Custom pieces

-Custom engraved and monogrammed items

For immediate support, reach out to us using the chat feature.

How do I return my online purchase?

Please send all returns to our showroom for processing at the following address:

Bonheur Showroom:

524 Broadway
Floor 11
New York, NY 10012

Ensure your items are securely packaged and that you include any necessary documentation for the swift processing of your return.

Q: How much is the return shipping fee?

Please note that the initial shipping fee is non-refundable and will be subtracted from the total refund amount. Orders shipped outside of the US may be subject to duties and taxes which the recipient is liable for. These fees are the responsibility of the customer and cannot be waived or reimbursed by us, even in the event that the order is returned.

For immediate support, reach out to us using the chat feature.

Q: When will I receive my refund?

Please note your return will be processed within 7 business days from the time we receive it in our warehouse. We will email you a confirmation as soon as it is processed.

Q: What is your exchange policy?

At Bonheur Jewelry, we want you to be delighted with your purchase. If, for any reason, you're not completely satisfied with your jewelry, we offer a hassle-free exchange policy to ensure your satisfaction.

Terms and Conditions:

Exchange Period: You may request an exchange within 7 days from the date of purchase or delivery.

Eligibility: To be eligible for an exchange, the jewelry item(s) must be in its original condition, unworn, and accompanied by the original receipt or proof of purchase. It should be in the same packaging and with any tags or labels intact.

Exchange Options: You can choose to exchange your jewelry item(s) for another item of equal or greater value. If the exchanged item has a higher value, you will be responsible for covering the price difference.

Exchange Process: To initiate an exchange, please contact our customer service team at [insert contact information]. They will guide you through the process and provide you with a Return Authorization (RA) number. Package the item securely, including the RA number, and send it back to us.

Shipping Costs: You are responsible for the cost of shipping the item(s) back to us for exchange. However, we will cover the cost of shipping the exchanged item(s) back to you.

Inspection: Once we receive the returned item(s), our team will inspect them to ensure they meet our exchange policy's terms and conditions. Upon approval, we will process the exchange promptly.

Refunds: Please note that we do not offer refunds for exchanged items. Exchanges are for replacement items only.

Q: How do I track my order?

Have an account?

Great! Log in, head to your Bonheur account, and select "My Orders" to review your order status. You will receive an email with a tracking number as soon as your product is packaged and prepared for shipping, allowing you to monitor its progress.

Don't have an account?

Great! Log in, head to your Bonheur account, and select "My Orders" to review your order status. You will receive an email with a tracking number as soon as your product is packaged and prepared for shipping, allowing you to monitor its progress.

No worries! You can still set up an account using the same email address used to place the order, and it will appear under "My Orders." Tracking numbers are generated instantly upon packing your product! You can view the details of your order using the tracking number once the courier has picked up the box and scanned it into the system. If the order was packed over the weekend, it will be updated the following available working day! This could take a few hours!

What does this mean?

Processing:

Your order has been handed over to our team to fulfill. The standard processing time for an order with all in-stock items is three to four business days!

Shipped:

Yay! Your order is packed and en route to you. Kindly note that it could take some time for the tracking to be read into the courier's system and show any movement or activity.

Partial:

Oh, it appears that your order has a backorder or made-to-order piece! We've dispatched the available pieces first, so you can enjoy your Bonheur piece as soon as possible (applies to US/Canada only).

Q: What does in-stock, backorder and custom order mean?

In-stock:

Items that are in stock normally ship three to four business days after the date of purchase. Personalized in-stock items that are engraved and monogrammed require a little time to process and usually arrive in the mail eight business days after the order date.

Backorder:

Though it's not here yet, it will be shortly! You can still buy it, though, and your order will be placed in a queue to be dispatched as soon as the items become available! For your information, the anticipated ship date is mentioned during checkout and on the product page. Please be aware that payment will be processed at the time of order placement.

Custom Orders:

Since the item is being manufactured specifically for you, we must begin to craft it after receiving your order, which could take some additional time to complete. Be sure to note the expected shipping date so you can plan accordingly.

Q: Who do I contact with questions about my order?

For any inquiries or assistance, we encourage you to reach out to us through email at info@bonheurjewelry.com. Additionally, our dedicated customer service team is readily available to assist you. You may contact them by sending a text message to 1-646-522-1697.

For immediate support, reach out to us using the chat feature.

Q: Where do you ship to?

North America: United States of America, Canada & Puerto Rico

Oceania: Australia, Hawaii & New Zealand

Europe: Austria, Belgium, Russia, Czech Republic, Denmark, Finland, France, Greece, Germany, Hungary, Iceland, Ireland, Italy, Ireland, Netherlands, Norway, Poland, Portugal, Slovakia, Spain, Sweden, Switzerland, Turkey & United Kingdom

Asia: China, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Vietnam, Taiwan & Thailand

Middle East: Israel, Qatar, Saudi Arabia, United Arab Emirates

Q: Where do you ship to?

North America: United States of America, Canada & Puerto Rico

Oceania: Australia, Hawaii & New Zealand

Europe: Austria, Belgium, Russia, Czech Republic, Denmark, Finland, France, Greece, Germany, Hungary, Iceland, Ireland, Italy, Ireland, Netherlands, Norway, Poland, Portugal, Slovakia, Spain, Sweden, Switzerland, Turkey & United Kingdom

Asia: China, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Vietnam, Taiwan & Thailand

Middle East: Israel, Qatar, Saudi Arabia, United Arab Emirates

Q: How long does order processing/ shipping take?

Once your order has been handed over to our team for fulfillment, The standard processing time for an order with all in-stock items is three to four business days!

Shipping time varies depending on your location and the shipping method you choose. Please refer to the checkout page for more details.

Q: How much is domestic/international shipping?

For the most accurate shipping rate, please refer to the rates calculator with geolocation on our cart page.

Q: Do you offer free shipping?

For orders placed within the United States totaling $100 or more, we offer free shipping. Similarly, free shipping is available for international orders totaling more than $200.

Q: How can I track my order?

Have an account?

Great! Log in, head to your Bonheur account, and select "My Orders" to review your order status. You will receive an email with a tracking number as soon as your product is packaged and prepared for shipping, allowing you to monitor its progress.

Don't have an account?

Great! Log in, head to your Bonheur account, and select "My Orders" to review your order status. You will receive an email with a tracking number as soon as your product is packaged and prepared for shipping, allowing you to monitor its progress.

No worries! You can still set up an account using the same email address used to place the order, and it will appear under "My Orders." Tracking numbers are generated instantly upon packing your product! You can view the details of your order using the tracking number once the courier has picked up the box and scanned it into the system. If the order was packed over the weekend, it will be updated the following available working day! This could take a few hours!

Q: Can I cancel or update my order? or change my shipping address?

Our dedicated team strives to expedite the dispatch of your orders promptly, which means we cannot assure the fulfillment of cancellation requests or amendments to your order once it's placed. We encourage you to contact our Customer Experience Team immediately if you need assistance; we will make every effort to accommodate your needs.

Please note that we cannot cancel or make changes to orders involving monogrammed and engraved items once the order has been confirmed.

Q: My order is delayed, when will I receive it?

Should there be a delay and your order isn't shipped by the expected date, rest assured our customer service team will reach out with an update within 24 to 48 hours—make sure to check your email. We prioritize keeping you in the loop and value your understanding.

If you have any questions, don't hesitate to contact us through Live Chat, email us at info@bonheurjewelry.com, or send a text to +1 (646) 522-1697.

Why was shipping cancelled?

Be aware that we might cancel an order if it's addressed to PO parcel lockers, APO/FPO addresses, or freight forwarding companies, as our shipping services do not cover these locations.

Q: Is your site secure?

All payments are processed by PayPal, which keeps your information secure by using industry-leading encryption and fraud prevention tools.

Q: What payment methods do you accept?

Bonheur Jewelry accepts the following payment options at checkout:

Visa, Mastercard, and American Express cards

Apple Pay

Google Play

Meta Pay

Paypal Express Checkout

Shopify Pay

Q: Are payments secure?

As stated above, Bonheur Jewelry offers a variety of secure payment methods, including major credit cards like Visa, Mastercard, and American Express. We also accept modern digital wallets such as Apple Pay, Google Pay, and Meta Pay, alongside PayPal Express Checkout for convenience. Klarna is available for those looking for installment payment options. These payment options use encryption and security protocols to ensure transaction safety.

Q: When will I receive a payment confirmation?

You should receive a payment confirmation email shortly after your payment has been processed. The timing can vary, but it's often immediate or within a few minutes. If you don't see the confirmation in your inbox, it's a good idea to check your spam or junk mail folder. For any delays or issues, contacting Bonheur Jewelry's customer service is recommended for assistance.

Q: Will I be charged duties, taxes and any other fees?

For international orders, duties and taxes may apply for which you are responsible. These fees are set by your country and are outside of the Bonheur's control. For specifics, it's best to consult your local customs office.

Q: How are refunds processed?

For inquiries regarding refunds, please check here.

It should be noted that Bonheur is unable to provide a refund for a payment method other than the original one used to place the order. The returns team will process and email you a return confirmation once they receive your returned item at our warehouse, which could take up to 10–15 business days.

1. Credit Card

Depending on your bank, it will take 5 to 10 business days from the day the return is processed by the returns team for the money to show up on your end. Should you cancel your credit card or have a new one reissued, the bank will transfer the purchase amount.

2. Debit Visa Card

Debit Visa Card purchases made online will be handled like credit card transactions, and it will take five to ten business days for your refund to show up.

3. Paypal

You'll receive a message from PayPal as soon as your account has been credited with the refund. It could take five to ten business days for the money to appear in your bank account!

4. Klarna

It may take up to 14 business days for refunded money from Klarna purchases to show up on your end. The total amount will be updated by Klarna, and any remaining payments will be instantly modified. Any payments already made will be refunded back to the original payment method.

You can get in touch with Klarna's customer service staff directly if you have any more questions about your payments.

United States

Canada

United Kingdom

5. Bonheur Gift Cards

If you used a digital gift card to purchase something and then returned it for a refund, we will credit your Bonheur account with the full amount as store credit. By selecting the SIGN IN button, you can create an account if you don't already have one.

6. Store Credit

If you make a purchase using store credit and then return it, you will be issued new store credit in the same currency. You can click the CREATE ONE button to create an account if you don't already have one! Store credit in a currency other than the one used for the initial purchase cannot be issued by Bonheur.

Q: How do I resolve a payment dispute?

In case of any payment disputes, Bonheur Jewelry customers should reach out directly to our customer service team for resolution. You can find the appropriate contact information for payment disputes on our website or through the confirmation email you receive after purchase.

Q: What if you payment policy changes?

If there are any updates to Bonheur Jewelry's payment policy, these changes will be communicated on our website and possibly through other official channels. It's a good practice for customers to review the payment policy periodically to stay informed on the latest updates.

Q: How should I clean jewelry?

Remember to handle your jewelry with care during the cleaning process to prevent accidental damage or loss. Regular cleaning helps maintain the beauty and luster of your jewelry collection.

• Gentle Cleaning: Use a soft, lint-free cloth to wipe away light dirt, oils, and residues from the surface of your jewelry. Microfiber or jewelry-specific cleaning cloths work well.

• Warm Soapy Water: For most jewelry types, you can create a cleaning solution using warm water and a mild, phosphate-free soap. Soak the jewelry briefly, then use a soft brush (a toothbrush works well) to gently scrub away dirt and grime. Rinse thoroughly and pat dry with a clean cloth.

• Avoid Harsh Chemicals: Avoid using harsh chemicals, bleach, or abrasive cleaners on your jewelry, as they can damage gemstones and precious metals.

Q: How should I store jewelry?

Here are some tips on how to prolong the life of your Bonheur pieces with proper storage.

• Keep jewelry in a dedicated jewelry box or organizer to prevent tangling and damage.

• Use individual compartments or pouches to separate different pieces and prevent scratching.

• Store delicate or valuable pieces in a soft, lined jewelry case to protect them from dust and moisture.

• Keep jewelry away from direct sunlight to prevent fading and discoloration.

• Avoid exposing jewelry to extreme temperatures or humidity.

• Store necklaces and chains clasped to prevent them from becoming tangled.

• Use anti-tarnish strips or pouches to minimize the tarnishing of silver jewelry.

• Store earrings together with their backs or use earring cards to keep pairs intact.

• Consider using a jewelry armoire or wall-mounted jewelry storage for larger collections.

• Clean and polish jewelry before storing it to remove oils and residues that can tarnish or dull the surface.

• Periodically inspect stored jewelry for any signs of damage or wear.

These tips will help you keep your jewelry organized, protected, and in excellent condition.

Q: Do you offer gift cards?

Yes, digital gift cards are available from Bonheur Jewelry, so you'll always have the ideal present. We provide pre-paid digital gift cards with values ranging from $50 to $250. The product page also allows you to insert a custom amount.

Q: How can I use my gift card balance?

When checking out, enter the code linked to your gift card. Your gift card's value will be immediately subtracted from the order. If a balance is owed, PayPal or a credit card can be used.

Q: How do I check my gift card balance?

It is a simple process. Insert the code associated with your gift card under the "GIFT CARD BALANCE" box and click submit. Your remaining balance will appear on the page.

Q: Are gift card refundable?

No, gift cards from Bonheur Jewelry are not refundable. Gift cards are typically non-refundable because they represent a prepaid balance that can be redeemed for merchandise, and their value has already been transferred upon purchase. This policy ensures fairness and consistency in how gift cards are treated and helps prevent potential misuse or fraud.

Q: Do you offer discreet packaging?

Yes, at Bonheur Jewelry, we offer discreet packaging. We understand and respect our customers' privacy, and discreet packaging helps ensure your purchase is delivered in a way that keeps its contents safe & confidential. Your satisfaction and peace of mind are our top priorities.

Q: Is it possible to gift-wrap my order and include a gift receipt?

Certainly! At Bonheur Jewelry, we offer the option to have your order gift-wrapped with a gift receipt. We want to make your gift-giving experience as special and convenient as possible. When placing your order, you can select the gift-wrapping option, and we'll ensure that your order is beautifully wrapped and includes a gift receipt, making it the perfect present.

Q: Do you offer corporate gifting?

Yes, we are pleased to offer corporate gifting services. Our corporate gifting program allows businesses to choose from our exquisite collection of jewelry and accessories to create thoughtful and memorable gifts for employees, clients, or partners. We can assist in customizing and personalizing these gifts to align with your corporate branding and messaging, ensuring that they leave a lasting impression. Please contact our corporate gifting team at corporategifting@bonheurjewelry.com to explore the possibilities and discuss your specific needs.