Our jewels are made from stainless steel or recycled brass, and gold-plated with 18K fine gold or silver rhodium-plated.

All our stones are natural. This is why every stone is unique: they all have color variations or inclusions.

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All our jewelry is adjustable:
- Our rings can be adjusted from size 48 to 56
- Our bangles can be adjusted from 14 to 17 cm
- Our bracelets and necklaces have a 5 cm extension chain

Each piece of jewelry has its own characteristics, you can check them out in the products' descriptions.

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Your jewelry is unique and precious, it is time resistant. Nevertheless, here are some valuable tips to preserve it as long as possible:

- To preserve its shine, avoid contact with perfume, water and cosmetics and make sure it is completely dry before storing it.
- Store it in its pouch when you are not wearing it in order to protect it from light and moisture.
- In order to avoid tarnishing and keep your jewels lustrous, we advise you often rub them using a soft cloth.
- In order to avoid knots with your necklace chains, let the clasp outside the pouch when you put them in.

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You can create an account at anytime, without placing an order. You can then easily access your order information.

- Manage your personal information
- Change your addresses
- Track your order
- Returns 

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To log in, you need to enter the information you chose when creating your account (email and password) in the dedicated spaces.

If you forgot your password, no worries, you can reset it by clicking on "forgot password".

It is possible we don't recognize your email address. Are you sure it is the same address you signed in with? If you are, then please check spelling of your email address or password.

If you still can't log in after checking all that, please contact our customer service.

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You can change your personal information or password directly from your personal account.

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If you don't want to miss our new products or special offers, subscribe to our Newsletter.

You can subscribe to our Newsletter at the bottom of our homepage.

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Your payment is completely secure. We never save your bank data because transactions are directly processed through our payment partners, Stripe and PayPal. These payment platforms are completely secure so you have nothing to worry about.

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If you want to place an order on our website, you can payusing:
- Credit card: Visa, Mastercard, American Express
- PayPal
- A store credit: it must be used all at once

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To use a discount code, you just have to enter it in your cart in the appropriate box. Then, click "Apply" to make sure it's approved. The discount will be automatically applied to the items in your cart.

If an error message appears, please check:

- that the code you entered is spelled correctly (be careful with the capital o and the zero number, and also the lower L and capital i)
- that the discount code meets all the required conditions and that the items in your cart qualify for this offer.
- some discount codes require you to log in to your account in order to use the code, so make sure you are logged in.

Promotional offers can't be combined, so you can only add one discount code per order. It's up to you to choose which one ;).

Finally, we will not be able to apply manually a discount if you have already placed an order. If you forgot to enter the discount code at checkout, our teams will technically be unable to modify your order accordingly.

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When checking out, you might be asked to authenticate to confirm the transaction for security purposes. If it happens, just follow the instructions given by your bank, via text, email or directly via your bank app.

If you don't authenticate, payment will be rejected and your order won't be placed.

If by the end of the payment process, you don't receive any email confirmation, it's possible your payment was rejected (wrong bank information, maximum payment reached, insufficient funds, authentication failure, etc.). In that case, you may contact your bank to check on the payment status. If you get a confirmation that the payment was made, but you don't see any order in your client account, please contact our customer service urgently.

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A few minutes after you place your order on our website, you will get an order confirmation email detailing the items you bought, the price you paid, your delivery and billing addresses, and the shipping method you chose. This email also features your order number.

You can also find your order details directly from your account.

If by the end of the payment process, you don't receive any email confirmation, it's possible your payment was rejected (wrong bank information, maximum payment reached, insufficient funds, authentication failure, etc.). In that case, you may contact your bank to check on the payment status. If you get a confirmation that the payment was made, but you don't see any order in your client account, please contact our customer service urgently.

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If you placed two orders a few hours apart, we won't be able to group both orders. All orders are indeed sent individually to our logistics teams, and the system doesn't allow group orders.

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In order to guarantee the fastest delivery, all orders are sent to our logistics teams a few minutes after validation. Once in the hands of our logistics teams, we unfortunately can't change the delivery method or address.

Any questions ? Send a request

In order to guarantee the fastest delivery, all orders are sent to our logistics teams a few minutes after validation. Once in the hands of our logistics teams, we unfortunately can't make any change to the order.

As soon as you receive your parcel, you may exercise your right of withdrawal if you want to return any items in your order.

Any questions ? Send a request

Once the parcel is picked up by the carrier, you will get an automatic email with a link to track your order. We invite you to check out the link that you will receive in your emails.

It's possible the email ends up in your spam folder. Please check your spams if you haven't received it in the next 2 to 3 working days after you placed your order. If the email is not in your spam folder, please contact our customer service with your order information (email, order number).

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Your package may be lost in transit for several reasons (package misplaced in the mail network, package marked as delivered, opened investigation with the carrier, etc.). We invite you to contact our customer service with your order information (email, order number, tracking number) so we can find a solution together.

If tracking says you must pick up your package at the chosen location, it means you should pick it up at your local post office (the post office your address belongs to) using your tracking number and an ID document.

When out website gets busy (Christmas, Valentine's Day, Mother's Day, sale season, etc.), we receive more orders, which can lead to delays (only by a few days) in getting your order ready. We thank you in advance for your understanding and patience.

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Sometimes packages get returned to us for several reasons (incomplete delivery address, package not claimed at the pickup location, inaccessible address, etc.). We invite you to contact our customer service with your order information (email, order number, tracking number) so we can find a solution together.

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Sometimes a mistake may happen when your order is prepared, and we are so sorry about that. If it happens, we invite you to contact our customer service with your order information (email, order number, tracking number) so we can find a solution as soon as possible.

However, if you were told by email that one or several jewels could not be shipped out because they are out of stock, you will get an automatic refund for the amount paid for these items within 5 to 10 working days.

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You don’t like the jewelry pieces you received in your eshop order? You changed your mind regarding your order?
No worries, your order is eligible for refund, store credit or exchange within 14 business days after its delivery by claiming your "Right of withdrawal". Passed this delay, we will not be able to refund, exchange or create a voucher.

Please make sure that your pieces are in their original condition and that there are no signs of wear on any of the jewelry. Keep in mind that return shipping fees will be at your expense. We strongly recommend that you pick a delivery method that includes a tracking number as Emma&Chloé is not responsible for the lost or wrong delivery of your package.

To start the return process, please contact our customer service to get the address where your return should be sent to.

Please also include a small note with your name, email address, order number and reason for return. Note that if your return package does not include this note, our teams will not be able to identify your package and therefore process your return.

Despite all the care we provide when preparing your orders, a routing accident may happen, and we are sorry about that. Our jewels have a 3-month warranty from the delivery date, if the order was placed through our website, or from the day of purchase if bought in one of our stores. If you have any issue with one of our jewels and if it's still under warranty, please contact our customer service with your order information (email, order number, delivery date).

After warranty is over, we won't be able to replace your jewel.

Any questions ? Send a request

If you have a store credit, you can use it on our website during the validity period we mentioned, and must be used all at once.

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