FAQ
Frequently Asked Questions
My Account
How can I create my account?
To create your account, just click here https://kobidojewels.com/account/register, otherwise during your purchase you can create your account.
My email address is not valid, what can I do?
If your email address was refused when creating your account, please check first if it is correct and well spelled. An automatic verification system is set up to validate your email address to ensure the proper receipt of confirmation emails and shipment of your order.
I forgot my password, how to change it ?
If you have forgotten your password, don't panic! When you log in, click on "Forgotten your password?" then enter your email address so that we can send you a recovery email.
Can I change my personal information?
To change your personal information such as your billing address or mailing address, simply click on "Edit Addresses" in your personal space. You will then be able to modify and/or add a new address.
Is my information protected?
Any personal information you provide to us to process your order or when creating your account will be used exclusively in the context of our business relationship. In no case will your information be communicated, shared or sold to third parties. In accordance with the French Data Protection Act of 6 January 1978, you have the right to access and correct your personal data.
Delivery
How much does delivery cost?
We deliver all your orders free of charge to any destination. This is our way to thank you for your trust !
Do you deliver abroad ?
Yes, we deliver in France, Europe, the United States and the rest of the world, always for free.
Yes, we deliver in France, Europe, the United States and the rest of the world, always for free.
When will I receive my order?
We do our best to prepare your orders the same day. Orders placed after 4 pm will be prepared the next day.
France :
Standard delivery 2 to 3 working days Express delivery Chronopost 48 hours.
Europe :
Standard delivery 4 to 8 working days
Express delivery Chronopost 2 to 3 working days
Overseas France DOM-TOM :
Standard delivery 5 to 7 working days
International:
Standard delivery 9 to 14 working days
Payment
What are the accepted payment methods?
The accepted payment methods are : Paypal, Visa, Credit Card, Mastercard, American Express, Apple Pay
Is my payment secured?
Your banking information is only used for the purpose of your purchase on kobidojewels.com, thanks to the world's most secure "Stripe" payment gateway that complies with the European DSP2 directive and strong customer authentication. No banking information about you will be kept. In addition, our website is 100% secure (HTTPS) and is hosted by Namecheap, the most secure international hosting company in the world.
My Command
How can I order?
Once you have selected your items, you can modify your basket in the box at the top right of your screen. To proceed to payment, click on the "Proceed to payment" tab and enter your personal information including your e-mail, delivery address and phone number. An invoice will be sent to you by e-mail with the confirmation of your purchase.
How can I pay?
Visa, Visa Electron, Mastercard, American Express and Apple Pay. For payment by debit card or American Express, payment will be made in real time.
For more information, please see our terms and conditions.
Can I accumulate the promotional codes?
Our promotional codes are not cumulative. You can only use one code at a time.
If your code does not work, please contact us here so that we can resolve the situation as soon as possible.
Can I change/cancel my order?
You have 2 hours to modify or cancel your order by contacting us by email here.
Once your order has been validated, we will not be able to make any changes.
When will I receive my order?
Once your order is placed in our online store, we proceed to its processing within 24 hours in our workshop. Once your package is entrusted to a carrier, we will send you its tracking number via email or SMS and you just have to wait between 3 to 5 working days (in France) to enjoy your jewelry.
I have a problem with the delivery of my package.
Above all, you should know that all your packages are carefully prepared in our Kobido Jewels workshop ♡
We make every effort to prepare your orders on the same day. Orders placed after 4pm are prepared the next morning.
Delivery times apply once you receive a confirmation e-mail from the delivery services confirming that your package is in their hands.
If your order has not reached you (exceeds the selected delivery time), we invite you to contact the services in question at the following address: kobidojewels@gmail.com in order to start the claims process.
How can I track the delivery of my order?
To track the delivery of your package, you just need to get your tracking number that you received by mail here and connect to the site of our carrier to know its status.
Delays caused by delivery services are not the result of our good will. The order will not be refunded if the deadlines are not met by their services.
If your order has not arrived at its destination within 10 days in Metropolitan France, please contact us and the delivery services.
I didn't receive my order, what should I do?
If you have not received your package although our carrier identifies it as delivered, please contact us by mail here. We are sincerely sorry for the inconvenience and we will solve this small problem as soon as possible.
A quality control is done by our workshop manager before each shipment.
If however, you receive damaged items, it is very important to contact us in order to proceed to an exchange of product as soon as possible.
Please send us an email: kobidojewels@gmail.com, explaining the situation with your proof of purchase dated less than a year ago (mandatory) and a picture of the defective product.
Nevertheless, if you want to wear your jewelry despite its defect and you break it or lose it, we will not be able to enforce the warranty.
I received an incomplete order.
We are sincerely sorry if this is the case. We invite you to contact us by mail here in order to resolve the situation as soon as possible by sending you the missing article.
Returns and refunds
Can I return my order ?
Do you want to return your jewelry because it doesn't meet your expectations or because it doesn't fit you? Don't worry, you have 14 days to return your order for an exchange or refund.
Customized items will not be exchanged and/or refunded.
How long does it take to return my jewelry?
Once your order is received, you have 14 working days to make a return.
Before making your return, please contact us by mail here for a prior agreement from our workshop.
Postage is at your expense and we will ask you to send us the tracking number by mail.
As soon as the 14-day period is exceeded, you can no longer be made a return.
How do I return my jewelry?
All the returns are done by mail :
Kobido Jewels
17 villa Saïd, 75116 Paris
Before sending back your jewel, thank you to warn us of your return by mail here including your tracking number for this one ( obligatory ).
Warning: It is very important to return the items in their original packaging with all accessories sent.
* The costs and risks of return are always borne by the customer.
** The loss of your package by the postal services is your responsibility and can not be the subject of exchange and / or refund.
Are my jewels guaranteed?
All our jewels are guaranteed for 1 year after their purchase. Our stones are all of natural origin.If your product is damaged or broken during the warranty period, please contact us by email here specifying your order number and attach one or more photos of your product.
In order for the warranty to be applicable, the jewelry must not have been in contact with chemicals or have been neglected.
The traces of wear and tear of your daily life called normal can not be covered by the warranty whose deterioration due to a handling error.
Stones and crystals remain natural materials and require attention.
Our proposed repairs include: chains, clasps, pendants.
How can I return my jewelry under warranty?
Before returning your jewelry under warranty, thank you to send us an email here explaining the situation with your proof of purchase dated less than a year ago (required).
A member of our workshop will tell you how to proceed.