STORE POLICY
GENERAL INFORMATION
Welcome to La Citoyenne - Colombian Emeralds. By placing an order on our website, you agree to the terms outlined in this Store Policy.
If you have any questions before purchasing, please contact us at: info@lacitoyenne-emeralds.com.
PRODUCT AUTHENTICITY & NATURAL CHARACTERISTICS
We sell natural loose emeralds and fine jewelry.
Each emerald is unique and may show natural inclusions (“jardin”), slight color variations, and internal features typical of genuine emeralds.
We do our best to display accurate photos and videos, but lighting and screen settings may slightly affect the appearance of the stone.
Unless clearly stated otherwise on the product page, emeralds may have received common industry treatments (such as oiling), which is normal for emeralds.
If a certificate or report is included, it will be mentioned on the product page and delivered with the order.
ORDERS & PAYMENT
All orders are subject to availability and payment confirmation.
We accept secure payments via Stripe / credit card / bank transfer / PayPal.
For fraud prevention and high-value orders, we may request identity verification and/or confirmation of the shipping address.
We reserve the right to cancel any order in case of suspected fraud, payment issues, or inaccurate pricing information.
PRICING
All prices are displayed in EUR.
We reserve the right to correct any pricing errors at any time. If an error occurs after you place an order, we will contact you and offer a solution (confirmation at corrected price or full refund).
PROCESSING TIME
Orders are processed within 1–3 business days (excluding weekends and public holidays).
You will receive a confirmation email once your order has been shipped.
SHIPPING & DELIVERY
We ship from France to France / Europe / UK / Switzerland / Norway / Worldwide (on request).
Whenever available, all orders are shipped with tracking and insurance.
Estimated delivery times after dispatch:
-
France: 1–3 business days
-
Western Europe: 2–5 business days
-
Northern and Eastern Europe: 3–7 business days
-
United Kingdom: 4–8 business days
-
Switzerland: 4–8 business days
-
Norway: 4–9 business days
Delivery times are estimates and may vary due to carrier delays, customs processing, weather, or peak seasons.
SECURE DELIVERY (HIGH-VALUE ORDERS)
To protect your purchase, some orders may require signature upon delivery, ID verification, or insured shipping only.
For security reasons, we may ship only to the billing address or refuse address changes after purchase.
CUSTOMS DUTIES & TAXES (INTERNATIONAL ORDERS)
International shipments may be subject to import duties, VAT, or customs fees depending on your country.
These fees are not included in our prices and remain the responsibility of the customer.
RETURNS & RIGHT OF WITHDRAWAL (IMPORTANT)
A) JEWELRY (STANDARD ITEMS)
If you are a consumer in the EU/EEA, you may have the right to return eligible jewelry items within 14 days of delivery.
To be eligible for a return, the item must be unused, unworn, and returned in perfect condition, in its original packaging, with all included items (box, pouch, documents, certificate if included).
Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.
B) LOOSE EMERALDS (SPECIAL RETURN POLICY)
Due to the sensitive nature of loose gemstones (risk of swapping, damage, or alteration), loose emerald sales are final, except in the following cases:
-
You received the wrong stone
-
The stone was damaged during shipping
-
The stone does not match the product listing in a materially incorrect way (wrong weight or identity)
If a return for a loose emerald is approved:
-
You must contact us within [48 hours] of delivery
-
The stone must remain untouched, unmounted, and unmodified
-
It must be returned with all original packaging and documents
-
The return will be accepted only after inspection upon arrival
-
If inspection shows signs of alteration, damage after delivery, or substitution, the return will be refused.
NON-RETURNABLE ITEMS
The following items are non-refundable:
-
Loose emeralds (except in the approved cases above)
-
Custom jewelry / made-to-order designs
-
Engraved or personalized items
-
Items showing signs of wear, resizing, scratches, or damage after delivery
-
Gift cards (if applicable)
REFUNDS
Once your return is received and inspected, we will notify you by email.
If approved, refunds will be issued to the original payment method within 3–10 business days depending on your bank/payment provider.
Original shipping fees are non-refundable unless the return is due to our error.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged or incorrect, contact us within 48 hours of delivery at info@lacitoyenne-emeralds.com. Please include your order number and clear photos/videos of the package and product.
We will offer a solution as quickly as possible (replacement, exchange, or refund depending on the case).
LOST OR STOLEN PACKAGES
If tracking shows “delivered” but you did not receive your package, please check your mailbox, neighbors, or reception area and contact the carrier immediately.
We can assist with claims when possible, but we are not responsible for theft after confirmed delivery.
JEWELRY CARE
To preserve your jewelry and emeralds:
-
Avoid water, perfume, chemicals, and impact
-
Remove jewelry before sleeping, showering, sports, or cleaning
-
Store items separately to avoid scratches
-
Emeralds are natural gemstones and can be sensitive to harsh conditions.
CONTACT
If you need assistance, contact us:
La Citoyenne - Colombian Emeralds
Email: info@lacitoyenne-emeralds.com
WhatsApp: +33 6 27 24 84 52
Business address: 229 Rue Saint-Honoré 75001 Paris FRANCE