MY COMMAND
1. TRACK MY ORDER
To track your order, go to this link, enter your order email, select your order number and you'll be shown the status of your order.
You can also log in to your account or create one with the order email address, then go to "My orders" > Track my order.
If you do not wish to create an account, only click on the tracking number on the order confirmation email.
Delivery status is updated in real time. Your order will be indicated as "shipped" once it has been sent by our logistics provider.
You will then receive several emails informing you of the tracking and delivery of your parcel. If you don't receive any emails, perhaps they're hiding in your spam folder?
2. LATE DELIVERY
In the event of a delay in delivery in relation to the date indicated in the dispatch e-mail, the customer is requested to report the delay in writing using the contact form on the Site or to the e-mail address: contact@mayrena.fr. This will enable a claim to be lodged with the carrier as soon as possible.
As the Seller and the carriers are separate and independent entities, Mayrena Paris cannot be held responsible for any delay, delivery error or loss of parcel attributable to Colissimo, TNT or DeliverMe City.
During periods of high demand such as Christmas or Black Friday, delivery times may be extended (excluding courier and express deliveries).
In the event of loss unrelated to an address error on the part of the Customer, Mayrena Paris undertakes to file claims with the carriers in question within 3 working days of the Customer's request. For further processing, Mayrena Paris cannot commit to any deadline, as it is dependent on the carrier's responsiveness.
3. ERROR / CHANGE OF ADDRESS
Once your order has been validated and paid for, we cannot guarantee that it will be modified or canceled. Please contact us via our contact page and we will do our utmost to modify any erroneous information on your order before it is dispatched by the logistics company.
It is the customer's responsibility to check the accuracy of the information provided before paying for the order. The Customer is responsible for the accuracy and completeness of the information provided by him/her on his/her customer account and on his/her order to ensure its proper processing.
In the event of an error on the part of the customer, Mayrena Paris cannot be held responsible for delays or additional delivery costs. Any costs incurred by Mayrena Paris as a result of errors in the information provided by the Customer will be charged to the Customer.
In the event that, due to an error in the customer's delivery details, the parcel does not reach its destination and is therefore considered lost or delivered to the wrong address, we will not be able to resend the order or refund the customer.
Any parcel returned to the Vendor because of an incorrect or incomplete delivery address will be reshipped at the customer's expense.
RETURNS
1. RETURN AN ITEM *
Would you like to exchange or return your order?
Please follow the steps below within 14 days of receipt of your package:
A. PRINT and COMPLETE THIS RETURN FORM, also included in your order.
Next to each product listed, select one of the explanatory codes corresponding to the reason for your return:
- If you wish to return an item to change size, in the description box, please note "exchange" and indicate the size you would like to receive instead.
- If you are returning an item for a refund, in the "description" box, please write "refund".
B. SEND US AN EMAIL to contact@mayrena.fr to notify us of the return, or on our contact page to notify us of the return, indicating your return tracking number and your order number.
You are responsible for return shipping costs.
C. MAIL your order. Don't forget to ATTACH THIS FORM to your parcel, and make sure you keep proof of dispatch until you receive confirmation of your refund or exchange.
A confirmation email will be sent to you upon receipt of your order and your request will be processed within 2 to 3 days.
For more information, or if you need help, please visit our "Customer Service" page.
The address to return the parcel to is as follows:
MAYRENA chez MARGUERITE
189 rue d'Aubervilliers - Voie C Porte 10
75018 PARIS - France
01 40 03 82 65
contact@mayrena.fr
* Please note that jewelry that does not comply with this procedure, is sent to the wrong address, is received in poor condition or in packaging other than the original will not be reimbursed.
2. RETURNING A PURCHASE MADE DURING A POP-UP EVENT
A pop-up purchase can only be returned for the duration of the event and only for an exchange (excluding worn jewelry), on presentation of proof of purchase (email or receipt) and within 14 calendar days or less.
3. RECEIPT OF PARCEL
Once your parcel has been received (approximately 2 to 3 days), you will be informed by email of its receipt.
4. REFUND PERIOD
Refunds will be made within 10 days, depending on the registration of your return. This period may be extended up to 14 days.
DELIVERY
1. DELIVERY METHODS AND PRICES
PARIS AND SUBURBS :
Local delivery - Delivery tomorrow by DeliverMe City courier - €10
FRANCE :
Colissimo point retrait delivery - 3 working days - FREE
Colissimo home delivery (signature required) - 2 working days - €5
TNT express home delivery - next day before 1pm - €10
Colissimo home delivery (signature required) - 2 working days - €5
TNT express home delivery - next day before 1pm - €10
EUROPE :
Colissimo International home delivery (signature required) - 3 to 8 working days - €10
Colissimo International home delivery (signature required) - 3 to 8 working days - €10
WORLD :
Colissimo International home delivery (signature required) - 4 to 14 working days - €20
Colissimo International home delivery (signature required) - 4 to 14 working days - €20
Orders are processed every day from Monday to Friday. Orders received before 12pm will be dispatched the same day, those received after 12pm will be dispatched the following day. Orders received after 12pm on Friday will be dispatched on Monday.
However, during busy periods such as Christmas, or in the case of peak activity linked to specific operations, new product launches or pre-orders, additional time may be required to dispatch related orders.
Returns are at the customer's expense.
During periods of high demand, such as Christmas or Black Friday, delivery times may be extended (excluding courier and express deliveries).
Any parcel returned to the Vendor because of an incorrect or incomplete delivery address will be reshipped at the customer's expense.
2. PACKAGING
Jewelry is sent in :
- A BEP204 22.5*15*2.5 cardboard box for cuffs and necklaces, or for large orders.
- A RPT05 15*10*7 cardboard box for rings, ear cuffs, hoop earrings or bracelets.
- White PAMB tissue paper is included in the shipment.
- The parcel is securely closed with scotch tape.
- A BEP204 22.5*15*2.5 cardboard box for cuffs and necklaces, or for large orders.
- A RPT05 15*10*7 cardboard box for rings, ear cuffs, hoop earrings or bracelets.
- White PAMB tissue paper is included in the shipment.
- The parcel is securely closed with scotch tape.
For each order, Mayrena Paris undertakes to protect the parcels before dispatch (wedging of products with kraft paper if necessary, well-sealed parcels, etc.). In addition, for shipments abroad or to French overseas departments and territories, Mayrena Paris undertakes to reduce the volume of packages as much as possible, using packaging of the appropriate size.