Shipping policy
Dispatch Time
Orders are usually dispatched within 1 business day of payment of order. Our warehouse operates on Monday - Friday from 9am to 5pm, except on national holidays at which time the warehouse will be closed. If you place the order on Friday after 5pm, it will be shipped on the next Monday. We will strive to keep delays to a minimum.
Carriers and Tracking Notifications
We are using tracking systems provided by local post office, Aramex, Fedex and SF Express. Delivery fees and time will vary. We will share automatically tracking information.
Shipping cost
We offer free shipping for order over €100 / US$100. For smaller orders, we offer two fixed rates for the two delivery times. Some remote areas have longer shipping times.
| Location | Cost | Delivery time |
|---|---|---|
| Zone 1 — France, Belgium, Germany, Netherlands, Luxembourg, Ireland, Spain, Portugal, United Kingdom & Italy | ||
| E-express by Local National Post | €8 | 10-14 business days |
| Express shipping (Aramex) | €20 | 1-4 business days |
| Orders > €100 | Free | 1-4 business days |
| Zone 2 — Japan, Korea, Singapore, Australia & New Zealand | ||
| E-express by Local National Post | €8 | 10-14 business days |
| Speedbox by Local National Post | €20 | 1-4 business days |
| Orders > €100 | Free | 1-4 business days |
| Zone 3 — Hong Kong SAR & Mainland China | ||
| Hong Kong Post | €3 | 2-3 business days |
| Express shipping (SF Express) | €5 | 1-2 business days |
| Orders > €100 | Free | 1-4 business days |
Change of Delivery Address
For a change of delivery address requests, we are able to change the address within one hour after payment (up to 24 hours). However, once the order has been dispatched, we will not change the address. Please contact us by email at contact@germain-jewelry.com for assistance.
If a package is sent to an incorrect address where the customer entered an incorrect shipping address, it cannot be refunded if lost. Refund or replacement will be reconfirmed after confirmation of the product's status by the carrier.
Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us at contact@germain-jewelry.com so that we can conduct an investigation.
Lost parcel / No delivery
If you have received a confirmation of delivery but haven’t received the parcel, please contact our customer service at contact@germain-jewelry.com for assistance. We will liaise with the courier to conduct an investigation. We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Parcels lost after being delivered
We are not responsible for any lost parcels after it has been deemed as delivered by the courier. If the parcel has been delivered in accordance with the tracking, we can conduct an investigation. If the investigation concludes the parcel has been delivered to the right location we are not responsible for any lost or stolen goods.
To avoid this happening, we suggest you choose express shipping to have the parcel delivered personally to you.
Customer service
For all customer service enquiries, please email us at contact@germain-jewelry.com