FAQ

Whether you would like to arrange a viewing, find out more about designing your custom jewelry, or have any questions whatsoever about the universe of Loyal.e, we’re always happy to help!

You can reach us at your convenience:
– By phone or WhatsApp, Monday to Saturday, 11 a.m. to 6 p.m. CET, on +33 7 49 55 00 79
– By e-mail, at the following address: contact@loyaleparis.com

We look forward to hearing from you!

We would be delighted to welcome you in our Parisian boutique in the 7th arrondissement, or set up a video appointment to welcome you into the world of Loyal.e!

To arrange an appointment, please email us (contact@loyaleparis.com) or fill out the form on our Contact page.

You can also reach us directly via phone or WhatsApp (+33 7 49 55 00 79) during the hours of 11 a.m. to 6 p.m. CET, Monday to Saturday, to arrange a suitable time.

We are looking forward to meeting you!

Discover all our collections and latest creations on our online store and enjoy our worldwide free and secure shipping service.

If you’re passing by Paris, we invite you to dive into Loyal.e’s world and come to meet us in our Parisian boutique. We are here to guide you through, as you try on any piece from our collections.

Once your order is finalised, our artisans begin to craft your unique jewelry in our Parisian workshop. When the piece is finished, it is enclosed in an elegant case bearing the emblematic colours of our Maison. The case is then carefully packaged for additional protection and privacy and sent to the delivery address provided with your order.

Shipping is secure and certified carbon-neutral.
For added security, your package will be delivered to you personally via recorded delivery.

Once your order is confirmed, you will receive a confirmation email with a link to activate your unique blockchain certificate of authenticity.

You can choose to send any order from Loyal.e as a gift. You can then write a personal message to be included with your order.

We will not include a copy of your receipt with your order. It will be sent to you by email.

We package each of your Loyal.e jewels with great care. Your jewelry is presented in an elegant case in the emblematic colours of our Maison. Ocean blue conveys the grace and intensity of nature; coral red imbues it with a vital, sensual warmth. Wrapped in these vivid and deep colours, your gift will be unforgettable.

In addition, our innovative packaging is designed to be respectful towards our planet. We rethought our cutting-edge case design from the ground up, leaving only the bare minimum, to keep your jewelry safe without compromising on protection. We designed packaging that requires only a single case. The shell is plastic-free, made with FSC-certified recyclable paperboard. This smart, stripped-down packaging is designed to match the elegance and refinement of the jewelry housed within it. It is made to be kept and reused.
Before shipping, the case is carefully packaged in a box for privacy and protection, and sent to the delivery address provided.

All transactions made on our website are fully secured through our payment partner Stripe, a PCI/DSS level 1 certified payment solution offering the highest level of security for your online order. Your banking data is encrypted and processed solely via Stripe.
Additionally, all payments made through our website are secured by the 3D Secure payment verification system for Visa, Mastercard and American Express. Depending on your bank, an additional verification step may be required to verify your identity and confirm your order.
For security reasons, we do not save any of your payment information, and we never share any of your personal data.
For any other question about payment security, please contact us.

We accept the following payment methods with valid billing and shipping addresses: credit or debit cards (Visa, Mastercard, CB, American Express), PayPal, Apple Pay, Google Pay, as well as secure payment methods which are dedicated to specific countries.

You can also pay in 3 installments at zero interest with our partner AlmaPay.

To cancel or modify your order, please contact us as soon as possible, by phone or via WhatsApp at +33 7 49 55 00 79, Monday to Saturday, 11am to 6pm, or by email at contact@loyaleparis.com. We would be happy to assist you with your request.

When your order is dispatched, you will receive a confirmation email with a tracking number that will let you check on your order progress through our shipping partner’s website.

We offer worldwide free shipping. The price is inclusive of taxes, secure shipping, as well as any applicable customs duties.

Our shipping is secure. Your package will be delivered to you personally via recorded delivery. The package is sent in strict confidentiality (no visible mention of the brand or product).

Furthermore, if you live in Paris, we can arrange for your jewel to be delivered by courier at your convenience. You can also collect your order at the LOYAL.E Paris store, 17 rue de Grenelle 75007.

The delivery time for your piece of jewelry is indicated on its product page:

• If the piece you wish to order is already available in our atelier, your order will be delivered within 3 working days. 
• If your piece of jewelry is made to order, it will be delivered within 2 to 3 weeks.

If your order is a gift and it cannot be delivered on time, your Gift Promise Card can be delivered to you within 48 hours.

For any urgent order, please contact us at +33 7 49 55 00 79 or by email at contact@loyaleparis.com so we can accommodate your needs.

For orders within France and the EU:

If for any reason you wish to return or exchange an item, we offer free returns on items ordered through our online store within 14 days of receipt, for all orders within France and the EU. 

Return and exchange costs are offered, limited to one return shipment per order.

Items must be returned in their original packaging, in flawless condition, with all documents and labels provided.

If you have already activated your blockchain certificate of authenticity for the item you wish to return, you will need to transfer ownership of the certificate back to Loyal.e Paris.

To arrange a return or an exchange, please contact us via phone or WhatsApp (+33 7 49 55 00 79), Monday to Saturday, 11 am to 6 pm, or by email at contact@loyaleparis.com.

You will then be able to schedule a pickup with our shipping partner at your convenience.

In case of a definitive return, refunds will be made within 14 days of receiving your return and the transfer of your digital certificate of authenticity.

Please note we cannot offer returns or exchanges on engraved or custom-made items.

For international orders outside the European Union:

For returns or exchanges outside the European Union, shipping fees, import taxes, customs duties and fees will be borne by the Customer, and will be deducted from the price of the returned items in the event of a refund.

Please contact us for any question regarding exchanges or returns from outside the European Union.

Please note we cannot offer returns or exchanges on engraved or custom-made items.

Our boutique is located in the heart of the historic Saint-Germain district, at 17 rue de Grenelle in the 7th arrondissement. We will be pleased to welcome you from Monday to Saturday, 11 a.m. to 6 p.m., with no appointment necessary.

If you are a non-EU resident, Loyal.e Paris offers the opportunity of a VAT refund on purchases made at our showroom, for a value of 14%.
This service is not available for online purchases.
For more information about the tax refund service, please contact us. Our team will be delighted to assist you.

We offer a free engraving service to customise your jewelry with a unique message: name, initials, meaningful word or date within the character limit.
You can choose our engraving option when you select your piece of jewelry.
For any question about our engraving service, please don’t hesitate to contact us.

Please note we cannot accept returns for engraved items.

At Loyal.e, every creation is handcrafted in our atelier in Paris, by highly qualified artisans, safeguarding Parisian craftsmanship excellence. We pay the utmost attention to detail, using the latest technology. Every piece undergoes stringent quality controls.

In the event of any problem, your jewel will be sent to our atelier for expertise.

If the issue is due to a manufacturing defect, your piece will be repaired free of charge. This warranty is valid for life. 

If your jewel has been damaged due to an impact, faulty use or lack of maintenance, we will be happy to repair it. Your jewel will be sent to our atelier for expertise, and we will deliver a quote for the repair.

If needed, do not hesitate to entrust us with your Loyal.e creation: we will check the overall condition of your piece and carry out a thorough cleaning.

To help you determine the size of your future ring with precision, LOYAL.E is pleased to offer you a free ring sizer, that you can now order here.
Very easy to use, this tool, delivered to you by post, will allow you to measure your precise finger size.

You can also refer to our Sizing guide. And if in doubt, please note that deliveries and returns are free within the European Union.

If you have any questions, please contact us or to get personal recommendations from our team!

If it turns out the ring you ordered isn’t a perfect fit, Loyal.e offers complimentary resizing, up to two sizes above or below the original size ordered, for any order on our online store www.loyaleparis.com.

You can request for a resizing within 30 days of receiving your jewelry. The lead time for resizing your ring in our atelier is 2 weeks.

Please note that resizing is only possible if the ring is in perfect condition, and within the limit of one resizing per ring. Furthermore, resizing cannot be carried out when the ring is entirely paved with diamonds.

If resizing is not possible, we can exchange your ring for one that fits, within 14 days of receipt of your order.

If a second resizing is desired and feasible, it may be invoiced on request.

If you have any doubts about the ring size to choose, discover our guide to measuring the size of your finger, or order our free ring sizer.

Loyal.e invites you to enjoy a unique personalised experience: whether for a special occasion or for a piece you’ll wear every day, you create your own design hand-in-hand with our designer. Tell us what your heart desires, and we’ll give shape to your dreams. Loyal.e creates custom pieces that are uniquely yours. Together, we’ll choose the diamond that is meant for you, and our fine jewelry artisans will create the design that brings your vision to life.

To make an appointment, simply get in touch.

All Loyal.e jewelry is crafted solely from recycled 18k certified RJC-CoC¹ gold and climate-neutral lab grown diamonds that meet the highest standards of quality².

Any LOYAL.E jewelry piece can also be made from recycled platinum. Please contact us for a price on request.

Furthermore, if you wish to recycle an old jewel into a new LOYAL.E jewel, the House offers you an on-demand service which allows you to reuse your own gold or precious stone, and make it into a unique LOYAL.E jewel. Contact us for more information about our service!

(1) Responsible Jewelry Council – Chain of Custody: a unique certification that guarantees all our jewelry is crafted in recycled gold produced to stringent ethical standards and fully traceable.

(2) Selection criteria:
Colour: D, E, F
Clarity: IF, VVS1, VVS2, VS1, VS2
Cut: Ideal, Excellent
Finally, we deliver an IGI (International Gemological Institute) certificate for all diamonds of one carat or above.

All Loyal.e pieces are entirely crafted by hand in our Parisian atelier. Our highly skilled fine jewelry artisans have been working with the celebrated fine jewellers of place Vendôme.
Your jewel bears a unique story, and has required hours of meticulous work by our artisans, preserving the excellence of Parisian craftsmanship.

Gold is found in a high proportion of electronic waste from items such as computers and smartphones. Gold recycling is an ethical and environmentally conscious way to give this precious and finite metal a new life.

All our jewelry is exclusively made with 18k recycled gold produced to stringent ethical standards and certified RJC-CoC (Responsible Jewelry Council – Chain of Custody). We believe ethics and elegance go together like diamonds and your fingers.

A lab grown diamond is simply a diamond. It has the same composition and structure, chemical, physical, and optical properties as a mined diamond.

Diamond laboratories use cutting-edge technology to reproduce the same temperature and pressure conditions found deep underground, 150-250 km under the surface of the earth, where diamonds naturally form. As in nature, lab grown diamonds take shape from carbon dust.

Whether it comes from a mine or a laboratory, a diamond is a diamond. As of July 2018, the Federal Trade Commission withdrew the term “natural” from the official definition of diamond. Lab grown diamonds are officially certified by globally recognised certification bodies such as IGI (the International Gemological Institute).

Mined and lab grown diamonds are all diamonds, in every sense of the word.

The difference lies in their environmental and ethical impact. Lab grown diamonds not only avoid issues with mining conditions, they also require seven times less water and produce twenty times less CO2 than mined diamonds.

In addition, all Loyal.e diamonds are certified climate-neutral.

Our diamond laboratories are certified climate neutral and employ the most advanced technology and responsible manufacturing practices.

Contrary to the widespread practices of the mining industry, our sourcing is direct, with no middlemen involved. This allows us to secure the highest quality of diamonds at the best price.

Our lab grown diamonds are carefully selected according to the traditional 4Cs scale: carat, colour, clarity, and cut.

All our diamonds have a colour rating of D, E, or F (colourless), a clarity rating of IF, VVS1, VVS2, VS1 or VS2, and an Ideal or Excellent cut.

In addition, all our diamonds are certified climate neutral.

We deliver an IGI (International Gemological Institute) certificate for all diamonds of 0.5 carat or above.

Loyal.e creations are made exclusively from precious metals and stones. To preserve radiance and finish, we recommend that you avoid wearing your jewelry during physical or manual activities and protect it from any kind of impact.

When you are not wearing your jewelry, we recommend storing it in its case for added protection.

To clean your diamond or pavé, we recommend that you use a soft brush, soap, and warm water. You can then rinse and gently wipe them dry with a soft cloth to enhance their lustre.

We offer a professional jewelry cleaning service for life. All you have to do is visit our boutique in Paris, and your jewel can be professionally cleaned within minutes. We recommend you carry out this process once or twice a year, to preserve the sparkle and brilliance of your jewel.

Your digital certificate of authenticity is a passport for your Loyal.e creation. It includes all relevant information about the ownership, nature, and authenticity of your jewelry, as well as its history.

This information is digitally dated, signed, and encoded in blockchain tracking. Once you activate the certificate, you have sole ownership and access to it.

The blockchain ensures that your digital certificate of authenticity is your sole property and cannot be altered. It’s the most secure way to guarantee the authenticity and ownership of your unique jewelry.

When you acquire a piece of Loyal.e jewelry, you will receive an email inviting you to claim the unique digital certificate based on your item’s serial number. All you need to do to activate your certificate of authenticity is click on the link.

Absolutely. Your digital certificate of authenticity guarantees full privacy and doesn’t record any of your personal information. The blockchain only stores information relevant to your unique item of Loyal.e jewelry. It is completely anonymous and is not connected to any personal data.

If you wish to transfer ownership of your jewelry as a gift, resale or donation, you can simply transfer the certificate of authenticity using the “Transfer” function by providing the recipient’s email address.

The new owner will then receive a notification email allowing them to create their account and claim the certificate of authenticity.