Frequently Asked Questions
Payment
What payment methods do you accept?
We accept payments by credit card, PayPal, and check, to be sent to Maison Valois Varden - 3 rue Jacques Guignard - 31820 Pibrac. You will receive a confirmation email upon receipt of your payment.
Delivery & Return
What are the delivery options and associated costs?
All our jewelry are shipped for free to the address specified in the order, with standard delivery (4 to 5 business days after the manufacturing time). For urns only, you can choose express 72-hour delivery (excluding weekends and holidays) for a fee of €30.
Where can I have my order delivered?
Maison Valois Varden's boutique offers delivery both nationally and internationally.
The Customer can contact Maison Valois Varden's customer service for more information on delivery conditions regarding a specific destination at contact@valoisvarden.com
Orders shipped to countries outside the European Union are exempt from French VAT. However, they may incur taxes and customs fees in the destination country. The customer/recipient is responsible for these costs and any associated formalities.
These fees must be paid directly to the carrier upon delivery. The customer is also responsible for verifying the import regulations for the products in the destination country. We recommend contacting the local Customs Service for additional information.
How long will it take for me to receive my order?
The manufacturing and shipping lead time for each product is indicated on the corresponding product page of the website www.valoisvarden.com .
Many of our products are made to order, which is why each piece has its own processing time.
I would like to modify the content of my order, how do I do it?
In the case of personalization of a piece of jewelry or a funeral urn, you can send us a request to modify the instructions sent when ordering (words, motifs, sentences, initials, etc.) within 24 hours.
After this deadline, we cannot ensure that your request is taken into account. As the parts are made to order, it will not be possible to change one model for another once the order has been placed.
I would like to cancel my order, is this possible?
If you are located in the European Economic Area, the “withdrawal” period ends 14 days after the date of delivery.
To exercise your right of withdrawal, you must notify Maison Valois Varden's customer service of your decision to cancel your order by sending a clear statement through the portal at conciergerie@valoisvarden.com.
To adhere to the withdrawal period, you just need to send your notice of withdrawal before the deadline of the withdrawal period.
Please refer to the general terms and conditions to review the details regarding the right of withdrawal
I paid additional customs fees, will you refund me?
Customs fees are the sole responsibility of the customer.
Product
How to maintain my jewelry?
Wear your jewelry regularly to slow down oxidation and develop a unique patina. Avoid damage, remove your jewelry before sports, swimming pool, cleaning, etc. Protect it from shock, humidity, intense heat and thermal contrasts. Avoid wearing your jewelry while applying your cosmetics and corrosive products. Rinse with clean water in case of contact. Store your jewelry in its original box or individual pouch, protected from humidity and heat.
Cleaning Guide: Restore shine to silver, gold or platinum jewelry
- Slightly tarnished: Rub with a soft cloth.
- Slightly oxidized: Clean with lukewarm water and dry
- Heavily oxidized: Use a cleansing bath, rinse and dry.
My account
I lost my password, how do I access my account?
Contact our conciergerie for any request related to your professional or personal account: conciergerie@valoisvarden.com
I would like to recover my invoice, how do I do it?
You can request it from our customer service at conciergerie@valoisvarden.com
Maison Valois Varden keeps an electronic copy of each invoice.