Q: How to use the warranty ?

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Question 1

How do I measure my ring size?

Accepted Answer

Find a piece of strip or string of paper.

Wrap it around the base of your finger.
Use a pen to mark the point of the string/paper where it overlaps, forming a complete circle.
With a ruler, measure the length in centimeters from the starting end of the string/paper to the pen mark.

You can find here our ring size conversion chart.

A note on all adjustable rings : do not hesitate to gently stretch the sides of your ring to give it the size that suits you.

Question 2

How does your warranty work?

Accepted Answer

We cover all defects for 2 years against oxidation and gilding defects. We will fix your jewels in our Parisian workshop for free if there is any issue with it.

Question 3

What is your shipping policy and cost?

Accepted Answer

We deliver worldwide, for free!

We ship from France using postal services, and all our parcels have a tracking number.

In order to track your parcel, you can use the tracking number we provided you with your national post tracking service.

Our delivery times are the following:

- Europe: 4 to 7 business days

- Americas (North and South): 5 to 8 business days

- Asia / Russia / Middle East: 6 to 9 business days

- Australia / New Zealand: 5 to 8 business days (we've experienced some delays recently)

- Africa: 4 to 10 business days

Please note some countries might apply custom fees in some cases such as the United Kingdom, Switzerland, Canada, and Brazil.

We're currently experiencing some delays with shipping to Israel due to technical issues by our local partner.

Question 4

What type of payment do you accept?

Accepted Answer

We accept credit and debit cards (Visa, Mastercard, American Express), Paypal, Apple Pay, and Shop Pay.

With our secure Shopify payment system, you can pay in over 140 currencies, and will be charged in your local or preferred currency

Please note : if you choose to pay with Paypal or Apple Pay, the shipping address for your order will automatically be the one saved in your payment method.

If you wish to have your order sent to a different address, make sure to update it in your payment settings before confirming your purchase.

Question 5

What are your delivery methods, timelines, and shipping countries?

Accepted Answer

Here are the average delivery times for each region. Please note that these are indicative and may vary slightly depending on the carrier or time of year.

Some countries may apply customs fees in certain cases, such as the United Kingdom, Switzerland, Canada, and Brazil.

We are currently experiencing some delays in shipping to Israel due to technical issues with our local partner.

Region	Countries Served	Estimated Delivery Time
Europe (EU)	Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden	4 to 7 business days
Europe (non-EU)	Albania, Andorra, Bosnia and Herzegovina, Georgia, Gibraltar, Iceland, Isle of Man, Jersey, Montenegro, North Macedonia, Norway, San Marino, Serbia, Switzerland, Ukraine, United Kingdom	4 to 7 business days
Africa	Botswana, Ivory Coast, Morocco, Réunion, South Africa	4 to 10 business days
Asia	Armenia, Bahrain, China, Hong Kong, India, Israel, Japan, Jordan, Kazakhstan, Kuwait, Lebanon, Macao, Malaysia, Maldives, Philippines, Saudi Arabia, Singapore, South Korea, Taiwan, Thailand, Turkey, United Arab Emirates, Vietnam	6 to 9 business days
North America / Central America	Canada, United States, Mexico, Guatemala, Panama, Barbados, Bermuda, Cayman Islands, British Virgin Islands, Guadeloupe, Martinique, Saint Martin, Greenland	5 to 8 business days
South America	Argentina, Brazil, Chile, Colombia, Uruguay	7 to 15 business days
Oceania	Australia, New Zealand, New Caledonia, French Polynesia, Vanuatu	5 to 8 business days (we’ve experienced some delays recently)

Question 6

What should I do if I received the wrong item or my order is incorrect ?

Accepted Answer

If the items you received do not match your order, you can report this to us here via our contact form.

We will ask you to provide :

Your order number
The items you received
A photo of the parcel or its contents

Our team will assist you promptly and offer the most suitable solution.

Question 7

How to use the warranty ?

Accepted Answer

Please note that we do not offer repair services, however, our warranty covers the following types of issues :

Covered Issues
Manufacturing defects (such as issues with clasps, soldering, or assembly)
Abnormal oxidation, provided our care instructions were followed
Jewelry received damaged or incomplete
Decorative elements that fall off without improper handling
Items that arrive tangled or visibly damaged upon delivery

To activate the warranty, please contact us via our contact form, and include:

A description of the issue encountered
Your order number
One or more clear photos of the damaged item

Our team will review your request and get back to you as soon as possible.

Question 8

The piece I wanted is no longer available — what can I do?

Accepted Answer

Some of our pieces sell out quickly but not to worry, our atelier regularly restocks them.

To be the first to know when your favorite piece is back, simply sign up for the waitlist on the product page.

Tip : Make sure to select the size or color you're waiting for before joining the list.

And to be sure our email reaches you, don't forget to add contact@agapee.com to your contacts — sometimes our messages end up in the spam folder.

Question 9

How do I access my account?

Accepted Answer

You can access your account directly from our website by clicking on Log In at the top right corner of the homepage.

Please provide the email address used to place your order. You will receive a 6-digit connection code by email.

Once logged in, you'll be able to :

View your order history
Track your deliveries
And manage your personal information

Question 10

Is my order confirmed ?

Accepted Answer

As soon as your order is confirmed, you will receive a confirmation email letting you know we’ve received it and it’s being prepared

If it’s not in your inbox, check your spam or junk folder — it may have ended up there

You can also track your order status directly from your customer account, anytime.

Please note : if you choose to pay with Paypal or Apple Pay, the confirmation email will be sent to the email address associated with your PayPal or Apple Pay account.

Question 11

What are the return conditions ?

Accepted Answer

You have 30 days to return any items you do not wish to keep.

Items must be returned in perfect condition — unworn and undamaged.

Once received, our team will carry out a systematic quality check.
Agapée reserves the right to refuse a refund if the item shows signs of wear or does not meet our return criteria.

We recommend placing each piece back in its original box, properly protected, to avoid any damage during transit.

Make a return

Question 12

Is Agapé Studio jewelry waterproof?

Accepted Answer

Our jewelry is completely waterproof, so you can swim and shower with it and wear it to your heart's content.

However, to keep your pieces looking their best over time, you can find our care tips.

Question 13

How to take care of Agapé Studio jewelry?

Accepted Answer

We use the finest, most noble materials that guarantee shine like the first day you bought your Agapé Studio jewelry. However, everything needs a bit of care to sparkle longer. Here are some of our best tips to show love to your jewelry:

1. Put your Agapé Studio jewelry after you've applied perfume or other alcohol-containing chemical products and cosmetics. This will minimize the risks oftarnishing the gilding and potential scratches.

2. Just like you, Agapé Studio jewelry needs time to rest. So, when going to bed, don't forget to take it off to avoid entangling or scratches.

3. To clean your jewelry, soak it in warm water with a little diluted dish soap and use a soft-bristle baby toothbrush to remove any dirt. After cleaning, ensure the items are thoroughly dry by patting them with paper towels. Please do not use any abrasive cleaners.

4. Our vegan-leather pouches are there to protect your favorite jewelry. So, when traveling or not wearing our jewelry, keep it in its protective bag.

Pro Tip: To keep your necklaces or bracelets from entangling, store them in the pouch with their ends peeking outside. Jewelry twists from the ends, so keeping them separated prevents it.

5. Use a soft, dry cloth to clean your jewelry from time to time. When done repeatedly, this is enough to revive its golden glimmer.

Question 14

How does final check-out work?

Accepted Answer

Once you proceed to checkout, you are taken to a secure page where you input your credit card details or your PayPal account.

When you make the purchase, you will get one automatic email to confirm your order, followed by another that confirms that the package has been shipped along with the tracking information. If you haven't received our emails, please check your 'spam' folder.

Question 15

what should I do if I received a damaged / incomplete / mismatched piece ?

Accepted Answer

If your jewelry arrived damaged, incomplete, or mismatched (e.g. two left earrings), please let us know as soon as possible, via our [contact form], and within 7 days of receiving your order.

We will ask you to provide :

Your order number
The items you received
A photo of the parcel or its contents

Our team will assist you promptly and offer the most suitable solution.

Question 16

Do you offer a repair service?

Accepted Answer

We do not offer a repair service.

If you're experiencing an issue with your jewelry, feel free to contact us via our contact form—

if it falls under our warranty, we may offer you a replacement or a store credit, depending on availability.

Question 17

How do I choose the right size?

Accepted Answer

You'll find all the measurements of our jewelry (chain length, dimensions, etc.) in the Details section on each product page.

If you're unsure about your ring size, here's an easy method :

Take a piece of string, paper strip or ribbon.
Wrap it around the base of your finger.
Mark the point where it overlaps to form a complete circle.
Measure the length in centimeters with a ruler.
Then refer to our ring size conversion chart (available on the product page).

Bonus tip : all our adjustable rings can be gently stretched to fit your finger perfectly.

Question 18

How do I update my account information?

Accepted Answer

From your customer account, you can update at any time:

Your first and last name
Your shipping address
The phone number linked to that address

However, your email address and the phone number linked to your account profile cannot be changed directly.

To update your phone number, you can edit it within the shipping or billing address section of your Agapée account.

Question 19

Can I change my shipping address ?

Accepted Answer

Once your order has been shipped, it is no longer possible to change the delivery address.

However, if you haven’t received your shipping confirmation email yet, there may still be time!

In that case, contact us as soon as possible via our contact form with the correct address.

We cannot guarantee that an address change will be processed but we will do our best to update it before dispatch.

Question 20

How long does it take before my order is shipped ?

Accepted Answer

Once your order is placed and confirmed, please allow up to 1 business days before it is shipped. This time allows us to carefully prepare your order and ensure the quality of the items.

As soon as your package is shipped, you will receive a confirmation email with a tracking number to follow your order’s progress.

Question 21

How to return my order ?

Accepted Answer

We invite you to register your return on our platform, which will allow you to receive by email :

Prepaid return label for eligible countries (return shipping fees will be deducted from your refund).

or

Return instructions for other countries which will allow you to return your item via your local postal service(return shipping fees will be at your expense). If you are returning via your local postal service, we recommend stating "Non- commercial shipment" (or declaring it as a return) to avoid any customs duties or taxes.

When you declare your return, you will have the option to choose your refund method :

Gift card usable on our website.
Refund to the payment method used during your order.

Question 22

Where does Agapé Studio jewelry come from?

Accepted Answer

As you can see in our creation process, we get inspiration and create each piece, from beginning to end, in our atelier in Paris. We make all our jewelry with our talented team in France.

Question 23

What is your return policy?

Accepted Answer

You can return our jewelry within 14 days of receiving it, no question asked! Our improved return process allows to easily request returns directly on your order page within your account.

Question 24

How can I track my order?

Accepted Answer

Once the shipping email is received, please note that tracking updates may take up to 48 hours — no worries, this is completely normal.

To track your order, use the tracking number you received by email.

This number remains the same throughout the delivery process, even when the parcel is handed over to a local carrier in your country.

We recommend the following :

Track your parcel on La Poste’s website. Tracking remains visible until final delivery, even after the parcel leaves France — using the tracking number you received by email.

You can also check the local carrier’s website (e.g. USPS in the US, Royal Mail in the UK, Deutsche Post in Germany, etc.) — always with the same tracking number from your email.

If you’re not sure which carrier is handling your parcel locally, or if the tracking doesn’t display, you can use a universal tracking platform like 17Track or ParcelsApp. These tools automatically detect the correct delivery network.

In some countries, tracking updates may be partial or unavailable (e.g. Saudi Arabia, Albania, Argentina, Australia...)

👉 In this case, feel free to contact us via our contact form — we’ll be happy to help you locate your parcel.

Question 25

I lost my piece of jewelry

Accepted Answer

We understand how meaningful a piece of jewelry can be.

Unfortunately, if a jewel is lost, we're unable to offer a free replacement.

If the model is still available, you're welcome to order it again via our website.

Question 26

What materials are your jewelry made of?

Accepted Answer

Our jewelry is made from a base of brass, a metal that is both strong and lightweight.

Each piece is then gold-plated, meaning it is coated with a fine layer of gold.
We apply a 0.5 micron layer for a gold finish, or 3 microns for gold plating, depending on the desired look.

This process ensures lasting shine and good durability over time.

While most of our pieces feature a gold finish, we also offer a few designs in a silver-tone plating.

Question 27

How do I delete my account?

Accepted Answer

If you wish to delete your Agapée account, simply contact us via our contact form.

Please note : deleting your account will result in the permanent loss of your order history and all related account information.

Our team will process your request promptly and in compliance with data protection regulations.

Question 28

How do I use my gift card?

Accepted Answer

You can enter your discount code or gift card code at checkout, just below the list of items in your cart, in the dedicated field.

Make sure the code is spelled correctly and still valid at the time of your order.

Question 29

Is it possible to add a personalized note to my order?

Accepted Answer

Currently, we do not offer the option to include a personalized note with your order.

Question 30

When will I receive my refund ?

Accepted Answer

Your refund or store credit will be issued once your return has been received and processed by our atelier.

Please allow 2 business days after your parcel reaches our logistics center for processing.

You will receive a confirmation email once it’s done.

Question 31

How is Agapé Studio jewelry ethical?

Accepted Answer

Our jewelry uses sustainable gold (repurposed and previously owned) but made into completely new elements so that we can create more without the excess to our precious Planet.

The brass base we use is also sustainably supplied with a guarantee that it contains no allergens.

Additionally, we use vegan-leather pouches when packing the products because we believe in eco-friendly materials that cause no harm to the Earth or its beings.

You can read more about our ethics and values here.

Question 32

Should I receive an email once I place an order?

Accepted Answer

We send 2 automatic emails : one to confirm your order, and one with tracking information once your parcel has been fulfilled.

Depending on your email provider, you may receive those emails in your 'Spam' folder.

If it happens, you can mark the email as important, move it to your 'Inbox' and add our contact email to your contacts in order to receive future communications about your order.

Question 33

Is my payment data safe?

Accepted Answer

After having had hundreds of thousands of purchases through our website, we are here to assure you that your bank details are safe when shopping with us. We use physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information for all financial transactions.

Question 34

I live abroad — will I have to pay customs duties?

Accepted Answer

United States
A 15% tariff tax will be collected upon delivery by U.S. customs.

United Kingdom
Orders up to £135 are delivered with no extra charges. For higher amounts, UK import VAT may apply upon delivery.

Outside the European Union
If your order is being delivered outside the European Union, customs fees may apply upon arrival.
These charges depend on your country's regulations and are the responsibility of the recipient.

Question 35

My jewelry is tangled

Accepted Answer

Fine chains can occasionally get tangled, especially when stored or carried while traveling. Here are a few gentle tips to help prevent it :

Remove your jewelry before going to bed — movement during the night can cause knots.
Store your necklaces or bracelets in their Agapée pouch, with the ends of the chain slightly sticking out to help reduce the risk of tangling.
When traveling, it's best to keep one piece per pouch to protect each jewel individually.

If your piece is already tangled, lay it flat and carefully loosen the knot using a thin pin or sewing needle, without pulling.

Question 36

Is it possible to personalize a piece of jewelry?

Accepted Answer

We don't offer personalized jewelry at the moment.

But if you're looking for a gift that always hits the mark, our gift cards are a lovely way to let them choose while still making it special.

Buy a gift card

Question 37

How do I delete all of my personal data?

Accepted Answer

In accordance with data protection laws, you may request the complete deletion of your personal data at any time.

To do so, simply contact us via our contact form.

Our team will process your request promptly and confirm once the deletion has been completed.

Please note : this action will result in the permanent deletion of your account, your order history, and all associated data.

Question 38

Can I cancel or modify my order ?

Accepted Answer

Once your order is confirmed, we’re unfortunately unable to modify or cancel it.

Our atelier works quickly and carefully to prepare each piece so it reaches you as soon as possible.

That said, if your jewelry doesn’t suit you, don’t worry — you have up to 30 days after delivery to return it with ease.

Question 39

How can I track the return of my order?

Accepted Answer

Once your return has been registered and confirmed, you'll receive a prepaid return label (if eligible) or instructions to return the item via your local postal service.

To track your return, use the tracking number provided in your return ticket or return confirmation email. This number remains valid throughout the return journey — including after the parcel is dropped off at your local post office.

We recommend the following:

If you're using a prepaid label: You can track your return via La Poste’s website, even once the parcel leaves your country, using the tracking number on your label.
If you're returning via your local postal service: Use the tracking number provided in your return request, and follow the shipment on your local carrier's website (e.g. USPS, Royal Mail, Deutsche Post, etc.), or through a universal tracking platform like 17Track or ParcelsApp.
Important: Please make sure to declare the parcel as “Returned Goods” or “Non-commercial return” to avoid additional customs charges.

In case the tracking hasn’t been updated in several days or if you’re unsure which carrier to check, don’t hesitate to reach out to us via our contact form — we’ll be happy to assist yo

Question 40

What materials do we use for our jewelry?

Accepted Answer

Once we are done with the 3D modeling of our jewelry, we create the brass base that we galvanize. Then, we layer each peace with 18/24-carat (18/24K) gold or silver to a thickness of three-microns with matte gilding on top.

Our jewelry doesn't contain any allergens like nickel or lead, making it safe for any skin.

Question 41

Do you offer gift cards?

Accepted Answer

We offer digital gift cards that are valid for one year from the date of purchase.

The e-gift card is sent by email with clear instructions on how to use it.

It can be activated immediately on our online boutique.
It can be used multiple times within its validity period.
No minimum order and no additional fees.

Please note that gift cards cannot be refunded.

A perfect option when you want to gift something beautiful — without getting it wrong

Buy a gift card

Question 42

How do I manage my newsletter subscription?

Accepted Answer

To unsubscribe from our newsletter you can click the Unsubscribe link at the bottom of any email you receive from us.

Question 43

I can’t validate my payment, what should I do ?

Accepted Answer

If your payment isn’t going through, here’s what you can try :

Double-check your payment details (card number, expiry date, CVV).
Your bank may have triggered a 3D Secure authentication : check if you’ve received a confirmation code by SMS or a notification in your banking app to approve the payment.
Try switching to another payment method : we accept Visa, Mastercard, Amex, Paypal, Apple Pay, and Shop Pay.
If you're using a bank card, contact your bank to ensure there’s no security block.
If you're using Paypal, your account might be temporarily suspended (it happens!). Feel free to reach out to Paypal support — they can usually resolve it quickly.

Still stuck ? Reach out to us via our contact form — we will be happy to help.

Question 44

What should I do if my package is delayed or not delivered?

Accepted Answer

Your order should be delivered by your local post office, directly into your physical mailbox.

If there are updates missing or delays, we recommend checking your tracking information and contacting your local post office as they often have the most accurate and updated information.

In case your package is lost, or if you need help locating your order, please contact us via our online contact form.

Question 45

Can I change the email address linked to my order ?

Accepted Answer

Unfortunately it’s not possible to change the email address once the order has been confirmed.
If you entered the wrong email address when placing your order, please contact our customer service team as soon as possible via our contact form so we can assist you.

Question 46

How do I care for my jewelry?

Accepted Answer

We use noble, long-lasting materials to ensure your Agapée jewelry keeps its beautiful glow from day one. But like all precious things, it deserves a little care to shine for years to come. Here are our tips to treat it with love :

Apply perfume and cosmetics before putting on your jewelry — this helps protect the gold finish from dullness or micro-scratches caused by alcohol or active ingredients.
Remove your jewelry before going to bed — just like you, it needs rest! This prevents tangling or damage during the night.
Clean gently : soak your jewelry in lukewarm water with a bit of mild dish soap, and use a soft baby toothbrush to remove any buildup. Pat dry carefully with a clean cloth (avoid abrasive cleaners).
Store your pieces in their Agapée pouch, with the chain ends slightly sticking out — this helps prevent tangling.

Question 47

Why isn't my tracking information updating?

Accepted Answer

Tracking updates may occasionally be delayed due to factors such as customs processing or local postal service delays.

This is completely normal and quite common — in many cases, the tracking will only update once the package has cleared customs or reached the local delivery center.

Please rest assured that this process can take up to 5 business days.

If no new tracking event appears after this period, or if you have any concerns, feel free to reach out to us through our online contact form — we’ll be happy to assist you !

Question 48

Is Agapée jewelry ethical?

Accepted Answer

Our jewelry is made using sustainable gold — reused and previously owned — but transformed into entirely new pieces so we can create more without excess, and with care for our precious planet.

The brass base we use is also sustainably sourced and guaranteed to be free from allergens.

We also choose to wrap our pieces in a blend of cotton and linen pouches, because we believe in using environmentally friendly materials that are gentle on the Earth and all living beings.

You can learn more about our ethics and values here.

Question 49

What should I do if my order is marked as delivered but I haven’t received it ?

Accepted Answer

If your parcel is marked as delivered but you haven’t received it, please go through the following steps before contacting us:

Double-check the shipping address provided when placing your order.
If you paid using PayPal or Apple Pay, the delivery address used is the one linked to your PayPal or Apple Pay account.
Check the tracking link sent by email — your package may have been delivered to a pickup point or held at your local post office.
Ask around: check with your neighbors, building manager, or anyone else who may have accepted the parcel on your behalf.

If after these steps you’re still unable to locate your order, please reach out to us via our online contact form.

Question 50

I'm not home to receive my package — what can I do?

Accepted Answer

If you're not available at the time of delivery, your parcel may :

1. Be automatically redelivered on the next business day

2. Or, if a second attempt fails, be dropped off at a nearby pick-up point or post office

You can track your parcel using your tracking number directly on your local postal service's website.

Also, don't forget to check your email inbox or physical mailbox — some carriers may be waiting for a delivery instruction from you (like rescheduling or selecting a pick-up point).

Question 51

What is Agapée's design process?

Accepted Answer

At Agapée, every piece of jewelry begins with a story, an inspiration, a creative gesture. All our designs are imagined, sketched, and developed in our Parisian studio with passion and precision.

👉 Discover our creation process here.

Question 52

What happens if my package is returned to you?

Accepted Answer

If the package is returned to us, we can either reship it to you with updated shipping instructions or issue a refund, once the tracking confirms the return.

Please let us know what you would prefer by contacting us via our online contact form, and make sure to specify the address where you'd like to receive your order if you choose reshipment.

Question 53

Is Agapée jewelry water-resistant and hypoallergenic ?

Accepted Answer

Good news : all our pieces are water-resistant.

Whether you're at the beach, the pool, or in the shower, you can wear them every day with peace of mind.

As a simple tip, we recommend rinsing your jewelry with fresh water after swimming to help preserve its shine.

And because your comfort matters, our pieces are completely nickel-free, making them hypoallergenic—even for the most sensitive skin.

allergy, waterproof, nickel, material

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