FAQ

I just received my order, it does not satisfy me. How to return it?

You have 14 calendar days to return an item from the date you received it. Any return made outside this period will be refused. Please note that we do not cover shipping cost for return, we will ask you to send us the tracking number by email. Before making your return, please contact us by email: contact@musidora.fr

Items must be returned unworn, undamaged and delivered to us in the packaging in which they you received it. If the item was delivered to you with a label, this must not be removed and must be returned to us intact. The return package must be accompanied by the purchase certificate and the return form.

Engraved, personalized jewels are neither taken back nor reimbursed because of their uniqueness.

Musidora.fr has a no exchanges policy.

How am I reimbursed?

Once your package has been received, please please allow us 5 business days to process your request. The refund of your order will be validated after verification of the condition of the product. Once your request has been validated, you will receive a confirmation email. Your refund will then take place within 2 to 3 days.

If you paid by credit or debit card, refunds will be sent to the card-issuing bank. You will receive an email informing you that you will be refunded within 24 to 72 hours. 

What are the delivery times and costs?

For orders placed with Colissimo, delivery is estimated to take 3-4 working days in France, 3-5 working days in Europe and 5-10 working days for the rest of the world. Delivery will be made to the address indicated on the order form.

Delivery may be longer than usual during the holiday season and during popular shopping days and periods (Black Friday, Valentine’s Day, Mother’s Day, etc.).

Colissimo delivery costs start from 4.56 euros.

Free delivery:

• From 70 euros of purchases in France
• From 100 euros of purchase in Europe, Switzerland, United Kingdom
• From 140 euros of purchase in the United States, Canada, Australia

If you are not at home at the time of delivery, you will receive a notice from the postman which will allow you to collect the package from the nearest post office in the coming days.

I have not received my order. What should I do ?

You can track the status of your order using the tracking number of your package that was sent to you by email. If it is indicated delivered, you can contact Collissimo customer service.

My package is lost, what should I do?

The first step is to check the delivery status of your package. Via the La Poste website or by telephone, you can follow the delivery of your Colissimo almost in real time. If your package is lost or hasn’t been delivered, you can contact Colissimo customer service to file a complaint. Contact us by email: contact@musidora.fr, so we can been aware of the incident.

My package is damaged, what should I do?

If you notice that the packaging is damaged when the postman delivers you the package, you can refuse it and it will be returned to us. If you decide to accept it, ask the postman to notify this observation. If the package was left in your letterbox or at a neighbor and unopened: bring it back no later than the next working day to a post office. The parcel will be returned to us. 

Do you deliver abroad?

Yes, we ship worldwide.