Returns & exchanges

You have 30 days from the date of receipt to return an item. This right applies to all pieces. Please return them unworn, in their original packaging, with the certificate of authenticity.

• Email customerservice@brigitteengel.com with your order number and, if you wish, the reason for return
• We will send you a prepaid return label within 48 hours
• Pack the piece carefully in its original packaging
• Follow the shipping instructions printed on the label
• Once we have received and inspected the piece, your refund is processed within 5 to 10 business days

Return shipping is covered by the studio, whatever the delivery country.

If your ring does not fit, write to us: up to two resizings are covered within 30 days of receipt, at the studio or with a partner jeweller chosen by the studio, on presentation of the invoice.

For all other exchanges (different model), return the piece and place a new order.

A piece damaged in transit is refunded or replaced by the studio. What you do in the few minutes at your door is what lets us settle your case quickly and recover from the carrier, so please read this before your parcel arrives.

• Inspect the parcel in front of the driver, before signing. Look for a crushed, torn or re-taped box, lifted tape, or an unusual weight. If in doubt, you are entitled to open the parcel and check its contents before signing
• If anything looks wrong, you have two options: refuse the parcel outright, or sign while writing precise, detailed reservations yourself on the delivery note or the driver’s handheld: "parcel damaged" plus an exact description of the damage. A vague formula such as "subject to unpacking" carries no weight
• Signing without reservations means acceptance and makes the damage far harder to establish later, even if the piece turns out to be broken inside
• Keep everything: outer box, padding, inner packaging, shipping label. Throw nothing away until your case is settled
• Photograph everything before and during opening: the sealed parcel from every angle, the label, the damaged area, then the piece itself
• Tell us on the day of delivery itself, at customerservice@brigitteengel.com. Carriers only accept damage claims within a short window (often 24 to 72 hours), so every hour you wait comes out of that window

If tracking stalls, or the parcel is marked delivered and you have not received it, write to us immediately, without waiting to see whether it turns up. The sooner we know, the sooner we can open a case with the carrier and refund or replace your piece.

If your parcel is waiting at a pickup point or a carrier depot, collect it within the period stated by the carrier. An uncollected parcel is returned to the studio: we will send it out again, but the cost of that second shipment is yours.

Your right to a refund is not at stake here. Until you physically take possession of the piece, the risk sits with us (article L216-4 of the French Consumer Code). A parcel lost or destroyed in transit is refunded or replaced by the studio. The steps above are not conditions attached to your refund: they are what lets us hold the carrier to account and settle your case quickly. If a visibly damaged parcel is accepted without reservations, it becomes much harder for us to establish that the damage happened in transit, and your case will take considerably longer to resolve.