FAQ

FAQ, Shipping and Store Policies


FAQ


-Do you make bespoke or custom pieces?

Absolutely! Bespoke or one of a kind pieces are available on request. Appointments are available in person in Paris. Otherwise to enquire about a custom piece please email contact@violettestehli.com or fill in the contact form on this website. It should be noted that custom pieces take longer to make and ship due to the time it takes to source the materials and stones of your choice.


-I need an item and it’s urgent! What can I do?

Although each piece is handmade and does usually require production time of up to 5 weeks, we will do our best to accommodate any rush requests! We also have a selection of samples that are ready to ship next business day. These pieces are in limited gemstone options and sizes, so please email us to see what is available.

-I love one of your pieces but is it possible to order it with a different type of metal or gemstone?

Yes, of course! Get in touch via email at contact@violettestehli.com or using the contact form and we’ll see what we can do.

-Can I order one of your necklaces or pendants with a custom chain length?

This is possible on most but not all pieces. Send us an email at contact@violettestehli.com or use the contact form on this website and we’ll get back to you asap to discuss the possibilities.

-I ordered a ring that doesn’t fit:

Oh no! Each piece purchased on this website is made to order to your specifications, so resizing fees and postage expenses will apply. Get in touch via email within 10 days of receiving your order so we can work out the details.

The Exception: any resizing fees will be waived for the Coral ring in either gold vermeil or silver. Due to its asymmetrical band the sizing can be quite tricky.

If you would like to have another jeweler resize the ring, please understand that we are unable to be responsible for any damages that it may incur while being worked on.

For fine jewelry, in addition to the shipping expenses there is a 40€ resizing fee.

*All sales are final for all pieces purchased on sale so refunds and exchanges do not apply.

-What is gold vermeil?

Gold vermeil is a technical term that applies to silver that has been gold plated to a specific thickness.

For our pieces we use recycled sterling silver, which is an alloy of silver (95%) and copper (5%). The French standard for sterling silver requires 95% purity. We do not use fine silver (100% silver) except when otherwise stated because fine silver is far too soft to be used in jewelry and oxidizes very quickly. The silver item is then gold plated with a thick layer of 22 karat gold. For a piece to be qualified as vermeil, the French standard requires a minimum thickness of 5 microns of at least 18 karat gold on French sterling or fine silver. All of our vermeil pieces are hallmarked as such and respect these strict guidelines.

Gold plating will wear in time and the silver beneath will start to shine through. How long this takes depends on the amount of wear and environment the piece is exposed to. Avoid contact with water, detergents or chemicals of any kind as this may tarnish the finish. Store your gold plated jewellery away from your other jewellery to minimise wear and scratching and take jewellery off at night.  


-The gold plating on my item is starting to fade, what should I do?

 As stated above, this is part of the process with any gold plated item. If you would like your piece to be re-plated, we offer a gold plating service for a small fee. Get in touch via email at contact@violettestehli.com or use the contact form on this website so we can start to process your request. Otherwise, most jewelers offer the a similar service, just make sure to ask them what karat gold they are using and what is the thickness of the plating to be certain your item will be restored to its original state.

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SHIPPING

-Do you ship internationally?

Yes! All silver and gold vermeil pieces ship internationally for 30€ and come with a tracking number you will receive by email once your order has been processed.

All one of a kind pieces and fine jewelry items ship internationally for 70€ with insurance and a tracking number you will receive by email once your order has been processed.

All items above 500€ will be insured and upgraded to express shipping, with a signature required on delivery.

*International purchases may incur taxes and duties applied by customs in the recipient's country. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To determine exactly what these charges may be, please contact your local customs office. 

-What about shipping within the EU?

All silver and gold vermeil pieces ship within the EU for 15€ and come with a tracking number you will receive by email once your order has been processed.

All one of a kind pieces and fine jewelry items ship within the EU for 35€ with insurance and a tracking number you will receive by email once your order has been processed.

All items above 500€ will be insured and upgraded to express shipping, with a signature required on delivery.

-I live in Paris. Is it possible to come pick up my order directly at your studio?

Absolutely! Send us an email using the contact form and we can arrange a date and time for your pickup. Make sure to chose the ‘studio visit’ option at checkout.

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STORE POLICIES


-Returns and exchanges:

Please choose each item carefully as each piece is made to order to your specifications. As such we can’t accept returns if you simply change your mind. We want you to love your item, so if you are unhappy with your purchase for any reason and would like to request an exchange please email contact@violettestehli.com within 72 hours of receiving your item, with your proof of purchase and an exchange request. Exchange requests are subject to the availability & at the discretion of Violette Stehli.

Once your exchange request has been approved, your item must be shipped back to our studio within 10 days of receiving the item in its original condition and original packaging. When returning items by post please use a traceable and insured service, and carefully package, as we will not be responsible for items damaged, lost or delayed in the post. Shipping costs and custom duties will not be refunded or credited. Return shipping costs and any custom duties incurred will be at the expense of the customer. For international orders please note on your customs declaration form that the item is a 'Return' to avoid any extra duties.

If you are seeking a return for a piece that has been ordered in the wrong size, please see the resizing policy listed in the FAQ section above.

If the product is damaged, shows any signs of wear & is not in its original saleable condition the product will be returned to the buyer at their own expense.

Sale items, items purchased in conjunction with a promotion code, customised, resized or commissioned items are final sale and can not be returned or exchanged.

Please contact us at contact@violettestehli.com or using the contact form with any questions regarding our Return Policy.


-Changes and cancellations:

If you would like to change or cancel your order you must email us at contact@violettestehli.com or using the contact page on this website within 24 hours of having made your purchase. Changes and cancellations will not be accepted after this deadline as production on your piece will have already started. All sales are final, so changes, cancellations or refunds will not be permitted after this deadline.

Items purchased on sale or at a discounted rate are final sale and can not be cancelled after purchase is completed.


-Repairs and returns on faulty products:

All jewelry is carefully quality checked before being dispatched, but very occasionally there may be a fault we didn’t find. 

Wear and tear in the course of normal use is not considered a fault. This includes gold plating that has faded, surface scratches, oxidisation or tarnishing. If your jewels are knocked or dropped, this may cause gemstones to come loose and fall out.

If you receive a faulty product, we will gladly repair or exchange the original piece if the product was purchased within 3 months of notifying us. To notify us of the fault, email contact@violettestehli.com or use the contact form on this website and include the below information:

• Your name & address
• Proof of purchase
• A photograph of the item with a description of the fault


Repairs are assessed case by case and may incur a fee. Repairs take 3 to 6 weeks to complete.

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All content on www.violettestehli.com is © Violette Stehli, 2018, all rights reserved. Violette Stehli is a registered brand and each of our our pieces are registered and trademarked since 2011.

All of the illustrations on this website are by the utterly talented Clement Bataille. Do yourself a favor and check out his work here.

 
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