We are here for you after handover too

Let's start with a message

A photograph of the complete piece and a close-up of the problem area will help. We will arrange handover or safe shipping with you. If a stone is loose, stop wearing the jewellery.

A defect is not the same as normal wear

A claim involves assessing the cause of the problem and your rights regarding defective goods. Normal signs of wear, mechanical damage and requests for resizing are different situations; they do not automatically indicate a manufacturing defect.

We resolve consumer claims and inform you of the outcome within 30 days at the latest, unless we agree a longer period with you. Details are available in our terms and conditions.

30-day returns and bespoke jewellery

You can return ordinary, non-personalised jewellery purchased online within 30 days of receipt. The customer arranges and pays for return postage; DeLoire does not reimburse these costs. To notify us of a return, email info@de-loire.com with your order number and the jewellery you are returning. You may use the model form, but it is not compulsory. Send the jewellery securely at your own expense, or hand it over in person at Kozí 26/4 in Brno.

As a consumer, you have a statutory right to withdraw from a distance purchase of standard goods within 14 days of receipt. DeLoire extends this period to 30 days for standard, non-personalised jewellery. After notifying us of your withdrawal, send or hand back the jewellery within a further 14 days at the latest. We do not charge a flat return fee; you are only liable for any reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

We will refund payments received, including any costs of the least expensive standard delivery we offer, within 14 days of withdrawal, using the same method unless agreed otherwise. We may withhold the refund until we receive the jewellery or proof of dispatch.

The right to withdraw without giving a reason does not apply to genuinely personalised jewellery, such as pieces with individual engraving, or unique jewellery made to your personal specifications. Making an item after it is ordered, or choosing a standard size or gold colour, does not in itself establish this exception. The exception does not limit your rights concerning defective goods.

These return-postage rules for ordinary returns or exchanges do not affect the right to reimbursement of reasonable costs for a justified complaint about defective goods. Revised terms do not change the terms of contracts already concluded.

Jewellery exchange

By arrangement, we also offer exchanges of ordinary, non-personalised jewellery. The customer pays the cost of sending jewellery back for an exchange.

Write to info@de-loire.com with your order number and the piece you would like. We will confirm exchange options together before you send it.