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FAQ

The LYS & DHEER Jewels

TAKING CARE OF YOUR JEWEL :

Recommendations of use : • Avoid contact with water, household products, chemicals, cosmetics and perfume. • We advise to remove your bracelet or cuff in order to wash your hands, do the dishes, gardening, do the housework, put on makeup, play sports … • Avoid sleeping with your bracelet or cuff so as not to damage the leather. • When you do not wear your LYS & DHEER products, it is recommended to store them away from moisture in the boxes or pouches provided with the purchase. Gold-gilded or palladium pieces : The cabochons, rail and clasp of our bracelets or cuff are brass gilded with fine gold or Palladium. In order to preserve their brightness, we advise you to clean them regularly with a soft cloth. LYS & DHEER provides you a chamoisine during your purchase. It is perfectly normal for the finish to get a unique patina over time, your jewel will remain aesthetic. The leather : In order to protect your leather, we advise you to avoid contact with water or other liquid products that may alter its colour and shape. To take care of your leather, prefer a soft, damp cloth without any soap or solvent. The gems : It is advised to regularly clean our natural stones with a soft cloth or the provided chamoisine.

ARE THE CABOCHONS ADAPTABLE ON ALL LYS & DHEER PRODUCTS?

The cabochons are interchangeable on all products offered by LYS & DHEER. You can change the cabochons combination or mount according to your desires.

IN WHICH WAY SHOULD I INSERT THE CABOCHONS ?

It is important to position the cabochons in the correct direction so that the mechanism engages correctly. The retractable ball should be on the left when inserting the cabochons. The click sound will let you know you that the cabochons are properly attached. As a safety measure, cabochons will also attach to the right side. However it will always be necessary that the first cabochon is inserted with the retractable ball on the left so that it can nest in the stop of the rail.

IS IT POSSIBLE FOR A CABOCHON TO ESCAPE FROM THE RAIL?

The LYS & DHEER mechanism designed with its retractable ball secures every cabochon within the rail. For optimum safety, each rail also has a safety cap which will hold the cabochons in the rail in case of unintentional movement or pressure.

HOW TO MAKE SURE THAT THE SIZE OF THE BRACELETS OR CUFFS WILL MATCH MY WRIST?

THE ONE collection bracelets are available in two size.
Each size is ajustable on two levels to perfectly fit to your wrist.
The size S/M is suitable for a wrist from 13 to 15 cm (5.1″ to 5.9″).
The size S/M is suitable for a wrist from 15 to 17 cm (5.9″ to 6.7″).

Our bracelets and cuffs are available in one size designed to fit the majority of women’s wrists.
The bracelets are suitable for wrists from 13 cm to 18 cm (5.1″ to 7.1″)
The Cuffs are suitable for wrists from 13 cm to 17 cm (5.1″ to 6.7″)

ORDERS & PAYMENT

HOW CAN I MODIFY THE ORDER THAT I JUST PLACED?

We invite you to contact our Customer Service as soon as possible via the “contact us” section or by sending an email at: [email protected]

WHAT IS THE AVAILABILITY OF THE OBJECTS PUBLISHED ONLINE?

All items offered for sale on www.lysdheer.com are available. If our stock contains less than 5 units, we will clearly show the number of products available on the product web page. The products added to the basket are reserved for the customer during 30 minutes until the final validation of the order. In case of temporarily unavailable products, you can preorder and we will deliver them once the become available. In your order, you will get an expected delivery date.

IS MY PAYMENT SECURED?

All transactions made on the lysdheer.com website are secure. Thanks to the 3DSecure system, the security of payments made with Visa® and MasterCard® cards is reinforced by the “Verified by Visa®” and “MasterCard® Secure Code” payment methods. In addition, LYS & DHEER has implemented strong security measures to protect the personal information you provide against unauthorized access and use. Please note, however, that the transmission of data over the Internet is never 100% secure and that any information communicated online may be potentially collected and used by others than those who received it.

WHAT ARE THE PAYMENTS METHODS ACCEPTED ON THE LYSDHEER.COM WEBSITE?

The payment of your purchases can only be made by credit card or bank card: Visa® and MasterCard®. For payment by credit card, you must indicate on the page provided your credit card number or bank card number, its expiry date and its cryptogram.

WHY IS MY PAYMENT UNSUCCESSFUL?

The payment system lysdheer.com offers maximum security to protect its customers. Your payment may not have been successful for one or several of the following reasons : – The country of delivery requested is different from the country of order. – the country of delivery is not part of our delivery area. – your payment has been refused by your bank. – the entered banking information is incorrect. – your order requires additional verification by our billing department If you have any question, please do not hesitate to contact us via the “contact us” section or by email at: [email protected]

DELIVERIES & RETURNS

HOW WILL I RECEIVE MY JEWEL?

You will receive your jewel in a refined case, in materials chosen to enhance the beauty of your creations or to amaze your loved ones. Our cases are designed to not only present and sublimate but also protect and store your cabochons and your bracelet.

DO I HAVE TO BE PRESENT TO RECEIVE MY PACKAGE?

For security reasons, a signature is required at delivery. You can give a proxy to the person of your choice to receive your product for you. You also have the possibility to request a delivery in Colissimo withdrawal point for more flexibility. We do not deliver to Post office box.

CAN I CHOOSE THE TIME AND DATE OF MY DELIVERY?

Delivery is provided by the Colissimo carrier. It is not possible to choose the date and time of delivery. The products are delivered within 3 to 4 days after your order has been validated.

WHAT IS THE ADDRESS TO RETURN MY PACKAGE?

After having registered your product return request, available in your customer account, please return you products to the address below :

LYS & DHEER service client
Bldg A, Office 332
78 avenue des Champs Élysées
75008 PARIS – FRANCE

Please Find the procedure and the return address by clicking on the following link: Return procedure

CAN I EXCHANGE A PRODUCT?

We only make refunds. To exchange a product, you must request a refund within 14 days and then order the desired new product.

DO YOU OFFER A REPAIR SERVICE?

You can send your damaged parts, through the carrier of your choice, to:
LYS & DHEER Atelier.
Building A
78 avenue des Champs-Elysées 75008 PARIS.
France.
After an assessment we can determine if a repair is possible and determine the corresponding quote. You will not incur any costs without your prior consent. We will acknowledge receipt of your product by email.

GIFT

WILL MY ORDER BE DELIVERED IN A GIFT PACKAGE?

The recipient of the gift will receive his jewel in a refined case, carefully wrapped in silk paper. The warranty card will also be attached, so that the recipient can benefit from the LYS & DHEER guarantee with complete peace of mind.

WHAT ARE THE CONDITIONS OF RETURN AND REFUNDS IN THE CASE OF A GIFT?

The recipient of the gift will receive a warranty card with the associated order number. Returns and refunds are possible, in this case the refund will be made to the bank account used for payment. To return a gifted product, simply follow the detailed return procedure in the section DELIVERY & GUARANTEES > Return procedure

WILL THE PRICE OF THE GIFT REMAIN CONFIDENTIAL?

We do not attach any invoice to the shipment of our products. If you want the value of the product to remain confidential, just make sure you do not create a customer account with the recipient’s email address. • The detail of the order, including the price, is sent to the email address linked to the customer account • The invoice can be downloaded from the customer account used for the order