Q: What are the payment methods?
A: The payments accepted by Glix Atelier are bank transfer and all methods that can be used via Paypal including credit cards.
Q: Can I place an order over the phone?
A: Yes, you can also place your order by phone, but the order will be considered effective only upon receipt of payment.
Q: Can I modify or cancel my order?
A: Yes, you can modify or cancel your order until you receive the email sending the jewel, on average 24 hours. It is not possible to change the order after shipment, but it is always possible to exercise the right of withdrawal within 14 days of receiving the jewel.
Q: Why was my order canceled?
A: Your order may have been canceled for various reasons such as lack of availability of the jewel, or errors in completing the order. The main reason could be the unavailability of the jewel. In these cases, Glix Atelier will refund any payments made by the user and provide information on related products available in the store.
Q: How long does it take to ship and what are the costs?
A: All Glix Atelier shipments are free. All orders are processed on average in one / two working days. The estimated times for delivery by express courier are five. Any delays may be due to the courier.
Q: Can I track my order?
A: From the moment of shipment you will be provided with the order tracking number by email.
Q: What do I need to collect my order from the courier?
A: Our orders are shipped by courier and a signature is required upon delivery. If no one can sign upon delivery, the package will be returned to the depot and a contact card will be left in your mailbox. The Courier will make a second delivery attempt the next working day. If it is not possible to deliver the package, the courier will leave another contact card with which you can set the day and time for delivery. We remind you that your package will remain at the courier’s warehouse for 10 working days starting from the first delivery attempt.
Q: What are the delivery times?
A: The courier makes deliveries between 08:00 and 18:00. You will need to sign upon receiving the package.
Returns and exchanges
Q: Can I return a purchased jewel?
A: All jewels purchased on Glix Atelier store can be returned with full reimbursement of the costs incurred at the time of purchase within 14 (fourteen days) from the delivery of the order. We can all change our minds.
Q: What are the costs for the return?
A: The shipping of Glix Atelier jewels is free all over the world, but the return shipping is at the buyer’s expense. In order to avoid problems with return shipments, we recommend that you rely on a courier who guarantees a quick return of the jewel to Glix Atelier. The refund will in fact be made within 14 (fourteen) days of receiving the jewel in the atelier.
Q: Can I exchange a purchased jewel and what are the costs?
A: You can always change your mind about a purchase. It is possible to change the product by returning the previously purchased jewel and formalizing an order for the new choice via email at firstname.lastname@example.org. The new order will be shipped free of charge once the previously purchased item has been received. Any price differences between jewels must be compensated both by the customer and by Glix Atelier. The cost of the return shipment remains the responsibility of the buyer. After the second shipment, any further changes will involve a shipping cost of € 25.
Q: Is it possible to make a partial return?
A: Yes, you can return even only part of the order you placed at Glix Atelier Store, following the procedures provided for the return. The times and methods of reimbursement are the same as for the full return.
Q: Can I change the jewel they gave me?
A: Yes, it is possible to change the jewel you received as a gift, but only within 14 (fourteen) working days from delivery of the jewel.
Products and availability
Q: The jewel I want to buy is not available, how can I get it?
A: Each Glix Atelier jewel is handmade and is therefore a unique piece and cannot be reproduced identically. It is possible to find variations of the same jewel, but they will change due to the material used in the casting, the stones set, processing details modified to create a new jewel that can be certified as unique through its identification.
Q: Can I have a personalized engraving on my Glix Atelier jewel?
A: Yes, it is possible to request a customization of the jewel. Costs are provided based on the customer’s request. The customization will be made at the balance of the estimated costs. The times will be communicated together with the processing costs by email.
Q: Can Glix Atelier jewels be narrow or widened?
A: Yes, it is possible to make changes to the jewelry, but any required intervention is subject to feasibility by our laboratory. The possibility of making the required changes and the costs will be communicated in advance to the customer by email.
Q: I have lost the uniqueness certification of my Glix Atelier jewel, can I request a new one?
A: Yes, you can request a new certification of your Glix Atelier jewel at the email address email@example.com
Warranty and repairs
Q: Does my Glix jewel have a warranty?
A: Yes, all Glix Atelier jewels are covered by a one year warranty for any manufacturing defect. Not covered by the warranty for oxidation and wear damage.
Q: Can my Glix Atelier jewel be repaired?
A: Repairs are possible within the limits defined on a case-by-case basis by our laboratory. For any damage we advise you to write to firstname.lastname@example.org to get all the information on the possibility of intervention and costs.
Q: I have received a wrong or defective product, what can I do?
A: Immediately send an email to email@example.com reporting the problem, attaching a photo of the product. Our customer service will take care of the problem to solve it as soon as possible. Meanwhile, we make you our apologies for the inconvenience.