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FAQ - QUESTIONS &RÉPONSES

  • Do you deliver abroad?
    Yes, we ship worldwide for your greatest satisfaction! Small +: Beyond 80€ of purchase, delivery is free.
  • How soon will I receive my order?
    It initially depends on your delivery address. Orders are made and shipped within 7 to 10 working days* (excluding creations). Then the carrier takes over. It then takes an average of 48 to 72 additional hours. Deliveries abroad may take a few additional days (change of carrier Bpost, Deusche Post, Correos... and customs). In view of the unprecedented period that we are going through, these deadlines remain purely indicative, some delays are sometimes noted for our greatest disappointment. *Except the holiday period, the time indicated is mentioned before validation of the order when choosing the delivery.
  • What carrier do you use?
    We are a partner of the La Poste group in France. When sending abroad La Poste allows you to have a relay with its local equivalents (Bpost, Deusche Post, Correos...)
  • My package is taking a long time to arrive, what can I do?
    It may happen that a package takes a little longer than usual to arrive, this particular case is beyond our control. We advise you to wait 1 or 2 additional days at first, then to contact the carrier in a second time (3631 for La Poste in France). If unfortunately these actions do not lead to any solution, you can contact us.
  • My order is indicated as "delivered" but I have not received anything?
    Initially, we advise you to wait 1 additional day (postman's error) then to approach your neighbors / caretaker (it often happens that these people take delivery for you despite it not being a choice of your part). If this search does not yield any results, then you can approach the nearest distribution center to request that an investigation be carried out or contact 3631 directly. After this stage you can contact our team to to explain the situation. Finally, know that when placing your order there are 2 choices: Delivery by letter followed without insurance and delivery by registered letter with signature and insurance.
  • Tracking says return to sender, what should I do?
    It sometimes happens due to a lack of access or addressing (when filling in the address when placing an order) or a lack of name on the mailbox, that your order is returned to us. In this specific case, we must wait for the return to be made and, upon receipt, discuss together the reason for the non-delivery. We invite you to send us an e-mail as soon as you are aware of this event.
  • Can I be charged administrative / customs fees?
    In accordance with our T&Cs, in the event of delivery outside Metropolitan France, administrative and/or customs fees may be applied by the carrier. These are to be paid by the recipient upon receipt of the package.
  • Can I return an item?
    You have a period of 14 days from the date of receipt of your order (as evidenced by La Poste tracking) to return the item(s) that do not suit you. To make a return request, you must first make it by email using our contact form. Note: customizations due to their uniqueness cannot be taken back or exchanged. For obvious hygiene measures, earrings cannot be taken back or exchanged. For more details, see our exchange and refund policy "Article 6" of our T&Cs.
  • Are the return costs my responsibility?
    In accordance with our T&Cs, in the event of cancellation or exchange, the return costs are the responsibility of the customer.
  • Why are the return costs my responsibility?
    At Lolidou we prefer to offer you a fair price that does not include these costs in the purchase price. (And yes, why pay if you never send your items back?).
  • I have returned one or more items, how long will the return be processed?"
    You can check that your package has been delivered to us using the tracking number (provided by the post office when you send it). For organizational reasons, we cannot notify you of the arrival of your return to our premises. Once it has been received, we have 14 days to proceed with the exchange or refund. In general, your returns are processed within 7 to 10 days, without this deadline being contractual.
  • Are all your products in stock?
    We carry out several restockings of our raw materials per week, however a new product may not be renewed. You will find in the product sheet an availability alert in case of shortage, do not hesitate to leave your email address, we will send you a message as soon as it is back in stock! For more information on this, feel free to email us through our form, we will answer you with pleasure!
  • Can I personalize my jewelry?
    For that, do not hesitate to visit our collection Jewelry to engrave and specify your various wishes in the inserts provided for this purpose. We can also make specific creations, to find out if your wishes are achievable by our workshop, you can send us an e-mail with all the details.
  • How to measure your ring size?
    Do you want to know the perfect ring size for you? We invite you to consult our size guide to help you. And if you wish to offer a ring but do not know the size of the person for whom it will be intended, know that almost all models of our rings are adjustable so that you can adjust the size as desired.
  • How to choose your bracelet size?
    We offer many adjustable bracelets but also waist bracelets. To help you find the perfect bracelet size, several measurement methods are available in our size guide< /a>. These will allow you to calculate the size of your wrist.
  • How to choose the size of your necklace?
    On the site, a large selection of necklaces is offered at different chain lengths. To facilitate your choice, a size guide for necklaces is available. your disposition. This allows you to calculate the ideal chain length whether for a choker or long necklace effect.
  • I did not receive a confirmation email, what can I do?
    Don't panic! It sometimes happens that order or shipping confirmation emails are wrongly considered by some couriers as spam or junk mail, in this case you can check if the email is not there. It also happens that the e-mail address provided contains a typing error, in this case you can send us an e-mail to ask us to correct this by specifying the e-mail address.
  • Is an item in my basket reserved for me?
    Like many e-shops and in order to be fair to all of our customers, an item that is placed in a basket is not reserved and the latter may disappear if another customer validates their order more quickly.
  • When will I be debited the amount of the order?
    When placing an order, whether you choose the payment method CB or Paypal the debit is made at the validation of the order and not at the time of shipment.
  • Download my invoice
    Find your invoice in your personal space.
  • Modification or cancellation
    Once your order has been confirmed, we cannot modify or cancel it. If your jewelry is not suitable, you have 14 days to return your order, excluding customizable or worn jewelry. Warning, we do not make exchanges – refunds only
  • How to create an Instants Plaisirs account?
    By default, when placing an order, no creation of a customer account is necessary. If you want to benefit from it, just register.
  • How do I connect to my Instants Plaisirs account?
    To connect to your customer area from a computer: Click Account then enter your e-mail and your password then click on "Connect", From a smartphone: Click on the mobile menu at the top left Sign in Enter your e-mail then your password and click on "Sign in"
  • I can't log in to my account, what should I do?
    If you haven't created an account, this is normal, just register and you will receive a confirmation email. If you have already created an account but you can no longer log in, simply send us a request through our e-mail form and we will send you a password reset link.
  • How are my personal data used?
    Your personal data (cookies, detailed information about your orders, etc.) is used for statistical and marketing purposes. In accordance with the RGPD as well as the law "Informatique et Libertés" of January 6, 1978, you have the right to access, rectify and delete data concerning you, online on this site.< /p> To exercise this right, you can send an e-mail specifying this request.< /p>
  • How can I delete my account?
    To delete your account, simply write to us specifying this request.
  • I can't find the answer to my question, what should I do?
    Don't panic! You can go to the contact us page and let us know your question. we will respond within 48 (working) hours.
  • I have not had an answer to my e-mail?
    We process your emails within 48 working hours (excluding weekends) It also happens that some emails are considered spam or junk mail (often with Microsoft email addresses: outlook.com, hotmail.fr / .com, @live.fr / .com), do not hesitate to consult this folder of your mailbox.
  • Can I pay for my order with confidence?
    Yes, your payment is secure with 3D Secure PSD2 in accordance with European regulations. When paying by card, you will receive a message on your smartphone with a unique code to secure your purchase. We use Payplug® and Paypal® as payment gateways.
  • What are the payment options available ?
    You can pay for your order using: Bank cards: Visa / MasterCard / CB Online gateway: Paypal Other: Gift card purchased on our site
  • How to receive your newsletter?
    You can subscribe to our exclusive news from the bottom of our homepage. If you wish, you can also send us a request by our e-mail form< /strong>.
  • How to unsubscribe from your newsletter?
    You can unsubscribe by clicking on the link provided for this purpose at the bottom of the last e-mail received or by sending a request to us through our email form.
  • Can I benefit from a promo code?
    Promo codes are not automatic. At Lolidou, we are committed to offering you products at the fairest prices. However, it may happen that for a specific reason (credit, compensation, etc.) you benefit from a promotional code. Promotional periods may also take place (Black Friday, Christmas etc...) in this case, if a code is activated, it is indicated on the home page.
  • How to use a coupon code ?
    It's very simple, just add your items to your cart and checkout. On the right side of the checkout page, it will say Have a promo code? Just click on the plus sign, enter the code and press Apply. Your promotional code will be automatically applied to and will be reflected in your order total. Clarification: only one code can be used per order. Codes cannot be applied to previous purchases or the purchase of a gift card. Some additional exclusions may apply.
  • I want to make a gift, is it possible?
    gift cards are available on our e-shop! You can choose the amount of your choice, from 20€ to 200€. The cards are valid for 12 months on the whole site and can be used in installments. Do you want to please by offering items? Let us know in the "add a message" box, we'll put your little message in your order! Do you want to send a gift to a loved one? Fill in their address, as the delivery address and yours as the billing address. Tell us that this is a gift, and that you do not want an invoice inside the package.
  • How do I use my gift card?
    On page 2 of the checkout process, enter your gift card code in the Have a gift card? box, then click the "Apply< button /strong>". If you have any questions, we remain at your disposal through our e-mail form.
  • I ordered an E-Gift Card but I haven't received anything?
    Some e-mail addresses tend to misdetect real spam from really desirable messages (Orange, Free, SFR, Hotmail). We therefore invite you to consult your spam / unwanted folder in order to find the automatic e-mail sent to the validation of the purchase. Outside the holiday period, we remain available if you have any questions on this subject.
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