The answer to your question can probably be found in the following FAQ 👍
I have not received an order confirmation
You'll receive a confirmation e-mail immediately after you've made your payment.
If you still don't see the e-mail, check your spam folder and feel free to search for "Sylvie Jewels" in your mailbox.
If you still cannot find the email after 10 minutes, please contact our customer service, either via the contact form (at the bottom) or by sending an email to the following address: [email protected]
If you do not receive a reply from us within 24 hours, please check your spam folder.
I don't have the right e-mail address
We can change the email address associated with your order and resend confirmation and shipping emails. Simply contact our customer service team, either via the contact form (at the bottom) or by sending an email to [email protected] .
Please note that if your order has already been shipped, the carrier will not be informed of the change of address and you will not receive tracking information from them. Of course, you can always track your order on our website (click here) .
Can I change my delivery address?
It is possible to change the delivery address within 48 hours of your order. After this time, all orders enter the preparation process, the information is frozen and can no longer be modified.
Please contact us urgently if you wish to change the delivery address (don't forget to mention the new address 😉 ), either via the contact form (at the bottom) or by sending an email to the following address: [email protected] .
I made a mistake on the engravings
It is possible to change the engraving if your order was placed the same day, before 23:00 CET. After this time, all orders enter the preparation process, the information is frozen and can no longer be changed.
Please contact us urgently if you wish to change the engraving, either via the contact form (below) or by sending an email to the following address: [email protected]
Can I cancel my order?
Cancellation is possible if your order was placed before 23:00 CET on the same day. After this time, all orders enter the preparation process, the information is frozen and can no longer be changed or cancelled.
Please contact us urgently if you wish to cancel your order, either via the contact form (below) or by sending an email to the following address: [email protected] .
Comment puis-je suivre ma commande ?
To track the progress of your order, go to "Track your order" at the bottom of our site. Click here to be redirected.
How do I enter my order information to track my order?
You will need :
Can you deliver to my country?
Although we do our utmost to guarantee worldwide shipments, we do not currently serve the following destinations:
In addition, we may not be able to service certain countries, cities or regions. If we do not serve your country, you will not be able to complete your order at checkout.
When will I receive my order?
All orders are packaged, prepared and dispatched within 1 to 3 working days.
We ship worldwide and the usual delivery time is 6 to 12 days. Depending on your location, you may receive items later or sooner.
All orders are accompanied by a tracking number, so you can monitor your shipment every step of the way.
I haven't received my follow-up e-mail. What should I do?
You will receive an e-mail containing your tracking number within 1 to 3 working days.
If you still have not received the e-mail within this time, please check your spam folder, or use the search function in your mailbox for the keyword "Sylvie Jewels".
You can contact us via the contact form (below), or directly by sending an email to the following address: [email protected]
When will my order be shipped?
Your order will generally be dispatched within 1 to 3 working days (unless otherwise indicated on the product pages).
During busy periods (Valentine's Day, Mother's Day and Christmas), this period may be slightly extended.
My tracking number doesn't work, what should I do?
Please note that tracking information is only available within 3 to 6 working days from the date of receipt of the shipment confirmation e-mail.
This is the time needed to propagate the tracking information to the carrier's systems.
My order has been "delivered" but I haven't received it yet - what should I do?
The carrier sometimes entrusts the parcel to the receptionist or your concierge.
Similarly, the delivery person may accidentally drop the parcel in a neighbor's mailbox.
Please check with them, as your order is probably waiting for you there.
If, despite your checks, the package cannot be found, please file a claim with the carrier so that we can reship your order. Our customer service department will ask you for a copy of the claim.
What is an eternal rose?
An eternal rose is a real rose that has been meticulously preserved to maintain its natural beauty and vibrant color for years, without the need for water or sunlight. Thanks to a special preservation process, each rose retains its soft petals and fresh appearance, making it a perfect symbol of eternal love and elegance. Whether as a gift or a decorative piece, an eternal rose is designed to bring lasting joy and charm to any environment.
How long does the eternal rose last?
Our eternal rose is delicately crafted from high-quality materials and meticulously designed to last for years, retaining its vibrant color and fresh appearance. Its resplendent appearance evokes the freshness of a freshly bloomed rose, freezing the magical moment when nature meets eternity. To make your experience even more magical, each eternal rose is delicately scented.
Here are a few tips to ensure the longevity of your eternal rose:
How do I care for my eternal rose?
Looking after your Rose Eternelle is child's play! Simply store it in its protective case, away from direct sunlight, excessive heat and humidity. There's no need to water or maintain it. With a minimum of care, your Eternal Rose will remain as dazzling and vibrant as the day you received it, bringing you beauty and joy for years to come.
Are the colors of eternal roses natural?
Our everlasting roses are available in a variety of colors, some of which are enhanced or modified during the preservation process, enabling us to offer a wide range of beautiful hues, including unique, natural shades that add a special touch to any occasion.
Are everlasting roses environmentally friendly?
Yes, our preservation process is environmentally friendly, and by choosing an Eternal Rose, you also reduce waste by enjoying a flower that lasts much longer than freshly cut roses.
How do I return a product?
If the product you have ordered is personalized:
We cannot take back and refund a product that has been personalized according to your request.
If the product you ordered is not personalized:
You can return it for a full refund. We accept returns within 30 days of receiving your order. Return shipping costs are your responsibility. The contents of the package must be exactly the same as the one you received. We reserve the right to refuse a refund if the product has been used, altered or damaged in any way.
To make a return, please contact our customer service, either via the contact form (below) or by sending an email to the following address: [email protected]
I have received a defective product
If you receive a product that is defective or damaged during shipment, we offer a replacement warranty.
Please take one or more photos of the defective part and contact us within three days of delivery at [email protected] .
I received the wrong prints
We apologize for the inconvenience, as in the rarest cases we may make a mistake in the engraving - we're human, and we're not immune to fatigue. We will, of course, replace the jewel free of charge, confirming the engravings with you.
Please take one or more photos of the engravings and contact us within three days of delivery at [email protected] .
If you do not receive a reply within 24 hours, please check your spam folder, as our e-mails are sometimes redirected there.
If you still do not receive a response from us, especially for icloud, outlook, hotmail addresses, please contact us directly from your mailbox by sending an email to [email protected]
Please check the spelling of your e-mail address before validating your request 😊
