FAQ

Collapsible content

Orders and Products

How do I place an order for jewelry on Tsuki?
To place an order for our jewellery, simply add the desired items to your basket. Before finalizing your order, you can delete or modify the quantity of the selected products.

What information should I provide during the ordering process?
During the ordering process, you will need to provide your personal data necessary to process the order, such as an e-mail address, a postal address and payment information. The creation of a customer area is not mandatory to place an order.

How do I know if my order has been accepted?
For your order to be accepted, you must read and accept our General Conditions of Sale (GTC) before proceeding to payment. Once the payment has been validated, you will automatically receive an order number which will allow you to follow the progress of your order.

What happens if my order is refused?
Tsuki reserves the right to refuse an order. In this case, you will be fully refunded.

Product availability

How do I know if a jewel is available?
We update our stock of products daily, which guarantees the availability of the jewelry offered on our site. However, if, exceptionally, a jewel proves to be unavailable after placing your order, we will contact you to offer you an appropriate solution.

Prices and Payments

What are the prices displayed on the site?
The prices displayed on our site are indicated in euros and include all taxes (TTC). Delivery costs and any customs fees for international shipments are not included in the price of the products displayed.

How are delivery charges calculated?
Delivery costs are calculated and communicated during the payment process, after you have entered your delivery address. Customs fees and other possible taxes must be paid directly by you to the carrier, depending on the country of destination.

Billing and Taxes

Is VAT included in invoices issued by Tsuki?
To date, VAT is not charged due to the status of our company, in accordance with article 293 B of the General Tax Code (CGI). The mention "VAT not applicable, art. 293 B of the CGI" will be present on the invoices issued by Tsuki.

Am I responsible for customs fees for international deliveries?
If you have an order delivered outside metropolitan France, it is possible that the VAT of the country of destination will be invoiced by the postal services of this country. Tsuki is not responsible for these additional charges. Similarly, we are not responsible for any customs charges when receiving a package outside mainland France.

Order confirmation

How do I know if my order has been confirmed?
Once you have paid the total amount of your basket, your order is confirmed. You will receive an order number on the site and also by e-mail.

How can I track the delivery of my order?
As soon as your order is dispatched, you will receive a tracking number at the e-mail address you provided during the ordering process, allowing you to track the delivery of your package on the La Poste website.

Delivery

What delivery methods does Tsuki offer?
We only offer mailbox delivery by the carrier and distributor La Poste. For international deliveries, La Poste is responsible for sending the package to the local carrier who will ensure distribution in your country.

How long does it take to receive my order?
Given our custom made-to-order products, please allow 1 business day for your order to be designed. Delivery times in metropolitan France, indicated by La Poste, are 2 to 4 working days. Tsuki cannot be held responsible for any delays in delivery by La Poste.

What are the delivery times for international orders?
For deliveries abroad, the delivery time is estimated at 1 to 3 weeks depending on the geographical distance from mainland France. Tsuki cannot be held responsible for any delays in delivery by La Poste or local distributors.

How are delivery charges calculated?
Delivery costs are calculated during virtual checkout, based on the total weight of your order and the delivery address.

How can I follow the progress of the delivery of my package?
Once the package is delivered to the carrier, you will receive an e-mail containing a tracking number allowing you to follow the progress of the delivery directly on the carrier's site.

What if my package or the products are damaged during delivery?
Upon receipt of the package, it is your responsibility to check the condition of the products. If the package or the products are damaged during delivery, we invite you to inform us within 24 hours of receipt by contacting info@store-tsuki.com .

Returns and Refunds

Can I return a jewel if I change my mind?
Made-to-order and personalized jewelry does not benefit from a return policy. On the other hand, classic jewelry can be returned if you contact us within 14 days of receiving your order at info@store-tsuki.com .

What are the conditions for making a return?
For the return to be accepted, the jewelry must meet the following conditions:

  • Jewels must be returned in their original pouch.
  • Jewelry must not have been worn.

We hope this FAQ answers your questions. If you need additional information, do not hesitate to contact us at info@store-tsuki.com .

Une question ? Contactez-nous !

you might like