Returns, Exchanges and Right of Withdrawal

Online purchases

For any online purchase eligible for the statutory right of withdrawal, you have 14 days from the date on which you receive your order to inform us of your decision to withdraw, in accordance with Article L.221-18 of the French Consumer Code.

You may exercise this right using the withdrawal function available on our website, the withdrawal form provided for this purpose, or any other clear and unambiguous statement expressing your wish to withdraw from the purchase.

Once you have notified us of your decision, you have a further 14 days to return your jewellery.

The piece must be returned complete and undamaged, together with its original box and any certificates or accessories supplied with it.

The customer is responsible for any loss in value resulting from handling beyond what is necessary to establish the nature and characteristics of the jewellery.

The direct cost of returning the item remains the responsibility of the customer.

Where the right of withdrawal is validly exercised, Sœur & Mer will refund the sums paid, including the cost of standard delivery offered at the time of purchase. The refund will be made within the statutory time limits and may be withheld until the jewellery has been returned or until proof of shipment has been provided.

The refund will be made using the same payment method as the one used for the original purchase, unless the customer expressly agrees to another method that does not result in any additional charges.

If you would prefer to exchange your creation for another design or size, we will also be delighted to assist you in selecting a new piece.

Made-to-order, personalised and bespoke creations

Many Sœur & Mer creations are made especially at the customer’s request.

In accordance with Article L.221-28 of the French Consumer Code, the statutory right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised.

This includes, in particular, creations made according to the customer’s individual choices, such as size, choice of gold, gemstones, length, number of motifs, engraving, modifications to the design or any other specific adaptation.

Such creations therefore cannot be returned, exchanged or refunded in the event of a change of mind.

However, the fact that a piece is produced only after an order has been placed does not, in itself, exclude the right of withdrawal where the piece corresponds to a standard design and has not been made according to any specific choice or specification made by the customer.

Purchases made in person, through our partners or at events

Purchases made from Sœur & Mer as part of an in-person sale — at our atelier, through our retail partners, or during a fair, pop-up, exhibition or any other in-person event — are final, whether the creation is immediately available or made following the order.

They cannot be exchanged or refunded in the event of a change of mind.

Statutory guarantees

The provisions above concerning returns, exchanges and the right of withdrawal do not affect the customer’s statutory rights, including the legal guarantees applicable in the event of non-conformity or hidden defects.