You have 15 days to exchange your order from the delivery date (when you received or collected your package).
You can exchange a jewel or a watch that does not suit you without specifying the reason. Returned content must be in pristine condition and unworn.
The warranty label must be present on the jewel and its packaging intact.
We offer 2 methods to return your purchases. The return in store or the return online via Mondial Relay.
Return to store
Returning to the store is completely free and entitles you to an exchange or a voucher. We ask you to come with your proof of purchase in store (email or electronic receipt).
Please note that no refunds will be made in store.
Back online
From Belgium and France, we offer a return via the carrier Mondial Relay and we provide a prepaid label to print.
For other countries, or if you wish to return your package to us via another carrier, we do not provide a label.
Here is the address where we can return your order:
S.A.Paul Doutrepont – Webshop
Rue du Brou, 53
4800 Verviers
Belgium
We decline all responsibility for deliveries and we invite you, if necessary, to take out the insurance option with the carrier.
Please include your order reference in the package.
To return your order or part of your order to us, you must create a return on your Or & Argent account in the history section of your orders. Then consult the details of your order and select the item(s) you wish to return to us.
Please also choose whether you want a refund or a voucher.
When creating your return, you will receive a confirmation by email within 24 to 48 working hours with the prepaid label (for Belgium and France).
This will also be available in your account when your return is accepted.
You will be notified of the different stages of your return, upon receipt of the package (allow a period of 4 to 8 days), we will refund your account (or card used for payment) or we will create your voucher.
Return for non-compliance
You can also create a return for non-compliance. For example if you received your order with an error in size, color or model. Upon receipt of your return, we will send you back the right jewel(s) or watch(s) free of charge.
Purchase of gold
In the case of buying gold online, you waive your right of withdrawal as stated in our general conditions of sale and no return is possible whether in store or online.
Personalized jewelry
If you order personalized jewelery online (engraving, first name jewellery, etc.) or custom-made, you waive your right of withdrawal.
This condition is valid even if the announced deadline for preparing your order is exceeded (this being variable).
In any case, we invite you to contact our customer service for information or clarification.
Repair - Defective
We also provide repair and warranty service for jewelry and watches. You can go to one of our Or & Argent jewelries to check together what is possible.
This is also possible online, please contact us via our contact form. Any repair costs will be communicated to you.
The return delivery costs will be at your expense and will be added to the repair costs.