Frequently Asked Questions
COVID-19 information:
My order is blocked in "in preparation" status, why?
Given the current situation ...
Given the current situation, our teams work in reduced workforce and do their maximum to prepare your order as quickly as possible, while respecting security measures and barriers to guarantee your safety as well as theirs. Preparation deadlines can therefore be slightly extended for a few days.
Can I trust the delivery times set out on the site?
We want to update our delivery times ...
We want to update our delivery times as regularly as possible. During Covid situation, these deadlines can be slightly impacted and elongated:
- Between 2 and 5 working days for a colissimo delivery
- Between 3 and 5 days for delivery in relay point
- Payment in 3 times by bank card is accessible for your orders, delivery is made to collect the amount of the order in full.
We make every effort so that you receive your jewelry as soon as possible, while respecting the safety and health measures.
Order :
How to place my order online?
It's very simple once your jewelry has been chosen ...
It's very simple, once your jewelry has been chosen, just click on the mention "Add to the basket" in order to insert it in the list of your order. You will find the summary of your order in the "My basket" section at the top right of your screen. Then, if you are already recorded, you just have to enter your identifiers to finalize your order. If you are not yet a metalbox customer, no worries, you just have to create an account by entering the requested information or continue to make your purchase without account.
Confirm your address, select your favorite delivery method and payment method and then check your order. We recommend that you keep your order number if necessary.
Why does the product I am not looking for on the site?
You may be looking for ...
It is possible that a product you are looking for no longer appears on the metalbox.fr site due to stock breaking. Return to our site within a fortnight: it is very likely that this article becomes available again thanks to a new restock.
Metalbox emphasizes a limited series production, but if you have had a crush on one of our products and you do not want to wait a day before you can bring it then contact customer service
Can I modify or cancel my order after validation?
As long as your order has not been ...
As long as your order has not been prepared, it is still possible to cancel it. You just need to send an email to customer service. The refund of your purchase will be made directly on the account used to place the order within 14 days.
If your order has already been shipped, you can still choose an exchange or a return. On the other hand, it is not possible to modify your order after validation, nor to change the delivery address that you indicated to us. We advise you to refuse the package upon receipt so that it is repatriated to our premises. Do not forget to notify our customer service from your withdrawal so that your order is reimbursed to you!
Impossible to place my order my basket is emptied of its content.
This follows an update ...
This follows an update of the Google Chrome browser. We do everything to settle this concern as soon as possible.
However, we want to reassure you: as your payment is not going at the end of the process, you are therefore not debited. Therefore, your order is not confirmed and you will not find it in your customer account.
You can always place your order safely on other browsers such as Mozilla Firefox or EDGE, or change your payment method.
In which country can we buy online?
You can consult our online store ...
You can consult our online store around the world. However, we are currently delivering more than a hundred countries, during the order process you will be warned if your destination is not concerned.
Payment :
What are the forms of payment accepted ?
To finalize your order on metalbox.fr ...
To finalize your order on metalbox.fr, you can pay your purchases by bank card (CB, Visa or Mastercard), you can set by Paypal.
You can pay your order in 3 times at no cost per CB without minimum purchase.
You can also pay all your purchases with gift vouchers, and using codes of reduction. To do this, please enter the specific boxes dedicated to each type of code (reduction code, gift card) on the page when going to the checkout.
If you pay by bank card, you will be debited as soon as your order has been validated. In any case, the process of preparing your order will start upon receipt of your payment.
How to use a reduction code, a gift card?
Go to the "Delivery" page ...
Go to the "Delivery" page, you can then enter your reduction code number, or your gift card in the block entitled "Discount code". To do this, please click in the specific box dedicated to each type of code (reduction code, gift card), then enter the code.
During your online purchases, it is important to note that gift cards can only be used once. They are not breakable: thus, if the amount of your gift card is greater than the amount of your purchase, you will not be able to recover the difference.
How to be sure that my payment is well secured?
Online payment on your Metalbox store ...
Online payment on your Metalbox store is secured by Stripe which respects the highest standards for online payment safety!
All bank card payments are 100% secure by the Stripe platform, in accordance with French and international interbank security systems.
Stripe uses the standard encryption system called “SSL protocol”. It materializes, when you are on the payment page, by:
- A padlock closed in the corner of your browser.
- HTTPS mode: instead http: in the address bar of your browser.
All the data you use to finalize your order is encrypted and cannot therefore be saved. You can buy your jewelry with confidence. You are debited as soon as your order is validated.
With regard to the information communicated for payment by bank card, the seller guarantees to the buyer that they are not kept by the latter. In addition, the information concerning the customer is in no way disclosed to third parties.
Delivery / exchange / return:
What are the delivery times ?
Colissimo delivery ...
-Livreation Colissimo: 2 to 5 working days
-POINT relay: 3 to 4 working days
We make every effort so that you receive your jewelry as soon as possible, while respecting the safety and health measures.
Can I be delivered abroad?
Currently it is possible. We deliver you ...
Currently it is possible. We deliver your Metalbox jewelry to you through post and from mainland France. We do not commit to any deadlines when we deliver abroad.
How long do I have to return my article?
You have 30 days ...
You have 30 days to return your product, at 100 boulevard Masséna Paris 75013.
How should I go to return my article (s)?
Make your return by post ...
Make your return by post, but first register your return request to the return page if you want an exchange or a refund follow the procedure. Please wait, wait for the latter to be accepted by our services before preparing your package. Without acceptance, it will not be taken into account.
Follow the procedure on the site and indicate whether you want to exchange or refund.
If you want to have an exchange: please choose the new product you want. If the new item is cheaper, you will be reimbursed for the difference. On the other hand, if the new article is more expensive, you will have to join a check for the amount of difference to your package. If you wish to make a refund: please note it on the right one. You will be reimbursed by 14 days according to the same payment method that you have used to pay your order. As part of a refund if you return only part of your order, we will refund the sum of the returned item. On the other hand, if you return all of your order, you will receive the refund of your order as well as the reimbursement of port costs that you initially paid to have your products delivered. As a reminder, we do not reimburse the return costs.
How can I follow my return?
You can follow the shipment ...
You can follow the sending of your package thanks to the tracking number provided by customer service.
What products cannot be returned?
There is no return possible for ...
There is no return possible for the following products:
- non -complete items (where the warranty is missing, the notice of use ...)
- Articles that are not returned to their original packaging and/or case
- Articles engraved and/or personalized
Tracking control :
How to know the state of my order?
Immediately after the last step ...
Immediately after the last stage of the order, you will receive a confirmation email which will tell you the state of your order.
An automatic email will be sent to you in real time to inform you of the progress of your order (preparation, shipping, cancellation, refund ...).
I did not receive any order confirmation email, why?
First, please ...
First, please check the accuracy of your email address entered in the "My Account" section.
If you find no error, please contact our customer service
I did not receive my package, what should I do?
Your package is shipped ...
Your package has been shipped for several days and you have still not received it? The status of your order in the "My Account" tab has not changed for several days?
Bring your order number and get in touch with our customer service
You can also follow the procedure on the return page
I received a defective product, what should I do?
We are sorry for this inconvenience ...
We are sorry for this inconvenience. We invite you to contact our customer service. Do not forget to indicate your order number to our employee so that he can offer you a personalized solution.
You can also follow the procedure on the return page
I received another article, what should I do?
Please first make sure ...
Please make sure that this is an error by referring to the details of your order available in your online account.
If the article received is really not the one you have ordered, it can indeed be a preparation error. In this case, we thank you for contacting our customer service
You can also follow the procedure on the return page
When and how will I receive reimbursement?
You will be reimbursed for value ...
You will be reimbursed for the value of the product within a maximum of 14 days. Refund will be made according to the same payment method as that used to acquire the product.
Services :
How long is my jewelry guaranteed?
All jewelry is subject ...
All jewelry is subject to a guarantee that can vary from 1 to 2 years. To benefit from the warranty, you must be in possession of the warranty voucher and the invoice which were given to you with the item during your purchase. The warranty applies to manufacturing defects: crushing, shocks, deterioration cannot be subject to this guarantee. To find out the guaranteed return procedure, we invite you to contact our customer service.
How to maintain my jewelry?
Be sure to maintain your superb jewelry ...
Be sure to maintain your superb jewelry well, to maintain the shine and their beauty of the first days! To do this, nothing simpler :
- To restore shine to your jewelry: - At least, you can clean them with a soft cloth and soapy water.
- Do not expose them in an prolonged way to sweating.
- Do not wear them during sleep.
- Do not wear them during the shower/bath, nor during a sporting activity.
- Do not expose it to temperature changes, neither scented soaps, creams, nor detergents.
My account :
Difference between delivery address and billing address?
The delivery address corresponds to the address ...
The delivery address corresponds to the address where your Metalbox order will be delivered. The billing address corresponds to the one where the invoice will be sent.
Thus, if you wish to offer a gift to someone, indicate their address as a delivery address and yours as a billing address so that it does not receive the invoice corresponding to the order.
How to be kept informed of news and promotions?
Nothing's easier...
Nothing could be simpler, go to the bottom of the home page of our site. You can enter your email address in the "Register to receive updates" tab to be aware of new features, good plans and Metalbox private offers.
How to unsubscribe from the Metalbox newsletter?
Just click on the link ...
Just click on the link ‘I want to unsubscribe’ at the bottom of Metalbox newsletters. Please note, there is no confirmation page afterwards, your unsubscription is taken into account as soon as you click on this link.
Loyalty program :
How to join the loyalty program?
As a new customer ...
As a new customer, you will be invited to create a Metalbox account and you have A possibility of joining our loyalty program for free, simply by filling out a small form "loyalty program - clear as rock water". Each field informed makes you win points ...
My order is blocked in "in preparation" status, why?
Given the current situation ...
Given the current situation, our teams work in reduced workforce and do their maximum to prepare your order as quickly as possible, while respecting security measures and barriers to guarantee your safety as well as theirs. Preparation deadlines can therefore be slightly extended for a few days.
Can I trust the delivery times set out on the site?
We want to update our delivery times ...
We want to update our delivery times as regularly as possible. During Covid situation, these deadlines can be slightly impacted and elongated:
- Between 2 and 5 working days for a colissimo delivery
- Between 3 and 5 days for delivery in relay point
- Payment in 3 times by bank card is accessible for your orders, delivery is made to collect the amount of the order in full.
We make every effort so that you receive your jewelry as soon as possible, while respecting the safety and health measures.
Order :
How to place my order online?
It's very simple once your jewelry has been chosen ...
It's very simple, once your jewelry has been chosen, just click on the mention "Add to the basket" in order to insert it in the list of your order. You will find the summary of your order in the "My basket" section at the top right of your screen. Then, if you are already recorded, you just have to enter your identifiers to finalize your order. If you are not yet a metalbox customer, no worries, you just have to create an account by entering the requested information or continue to make your purchase without account.
Confirm your address, select your favorite delivery method and payment method and then check your order. We recommend that you keep your order number if necessary.
Why does the product I am not looking for on the site?
You may be looking for ...
It is possible that a product you are looking for no longer appears on the metalbox.fr site due to stock breaking. Return to our site within a fortnight: it is very likely that this article becomes available again thanks to a new restock.
Metalbox emphasizes a limited series production, but if you have had a crush on one of our products and you do not want to wait a day before you can bring it then contact customer service
Can I modify or cancel my order after validation?
As long as your order has not been ...
As long as your order has not been prepared, it is still possible to cancel it. You just need to send an email to customer service. The refund of your purchase will be made directly on the account used to place the order within 14 days.
If your order has already been shipped, you can still choose an exchange or a return. On the other hand, it is not possible to modify your order after validation, nor to change the delivery address that you indicated to us. We advise you to refuse the package upon receipt so that it is repatriated to our premises. Do not forget to notify our customer service from your withdrawal so that your order is reimbursed to you!
Impossible to place my order my basket is emptied of its content.
This follows an update ...
This follows an update of the Google Chrome browser. We do everything to settle this concern as soon as possible.
However, we want to reassure you: as your payment is not going at the end of the process, you are therefore not debited. Therefore, your order is not confirmed and you will not find it in your customer account.
You can always place your order safely on other browsers such as Mozilla Firefox or EDGE, or change your payment method.
In which country can we buy online?
You can consult our online store ...
You can consult our online store around the world. However, we are currently delivering more than a hundred countries, during the order process you will be warned if your destination is not concerned.
Payment :
What are the forms of payment accepted ?
To finalize your order on metalbox.fr ...
To finalize your order on metalbox.fr, you can pay your purchases by bank card (CB, Visa or Mastercard), you can set by Paypal.
You can pay your order in 3 times at no cost per CB without minimum purchase.
You can also pay all your purchases with gift vouchers, and using codes of reduction. To do this, please enter the specific boxes dedicated to each type of code (reduction code, gift card) on the page when going to the checkout.
If you pay by bank card, you will be debited as soon as your order has been validated. In any case, the process of preparing your order will start upon receipt of your payment.
How to use a reduction code, a gift card?
Go to the "Delivery" page ...
Go to the "Delivery" page, you can then enter your reduction code number, or your gift card in the block entitled "Discount code". To do this, please click in the specific box dedicated to each type of code (reduction code, gift card), then enter the code.
During your online purchases, it is important to note that gift cards can only be used once. They are not breakable: thus, if the amount of your gift card is greater than the amount of your purchase, you will not be able to recover the difference.
How to be sure that my payment is well secured?
Online payment on your Metalbox store ...
Online payment on your Metalbox store is secured by Stripe which respects the highest standards for online payment safety!
All bank card payments are 100% secure by the Stripe platform, in accordance with French and international interbank security systems.
Stripe uses the standard encryption system called “SSL protocol”. It materializes, when you are on the payment page, by:
- A padlock closed in the corner of your browser.
- HTTPS mode: instead http: in the address bar of your browser.
All the data you use to finalize your order is encrypted and cannot therefore be saved. You can buy your jewelry with confidence. You are debited as soon as your order is validated.
With regard to the information communicated for payment by bank card, the seller guarantees to the buyer that they are not kept by the latter. In addition, the information concerning the customer is in no way disclosed to third parties.
Delivery / exchange / return:
What are the delivery times ?
Colissimo delivery ...
-Livreation Colissimo: 2 to 5 working days
-POINT relay: 3 to 4 working days
We make every effort so that you receive your jewelry as soon as possible, while respecting the safety and health measures.
Can I be delivered abroad?
Currently it is possible. We deliver you ...
Currently it is possible. We deliver your Metalbox jewelry to you through post and from mainland France. We do not commit to any deadlines when we deliver abroad.
How long do I have to return my article?
You have 30 days ...
You have 30 days to return your product, at 100 boulevard Masséna Paris 75013.
How should I go to return my article (s)?
Make your return by post ...
Make your return by post, but first register your return request to the return page if you want an exchange or a refund follow the procedure. Please wait, wait for the latter to be accepted by our services before preparing your package. Without acceptance, it will not be taken into account.
Follow the procedure on the site and indicate whether you want to exchange or refund.
If you want to have an exchange: please choose the new product you want. If the new item is cheaper, you will be reimbursed for the difference. On the other hand, if the new article is more expensive, you will have to join a check for the amount of difference to your package. If you wish to make a refund: please note it on the right one. You will be reimbursed by 14 days according to the same payment method that you have used to pay your order. As part of a refund if you return only part of your order, we will refund the sum of the returned item. On the other hand, if you return all of your order, you will receive the refund of your order as well as the reimbursement of port costs that you initially paid to have your products delivered. As a reminder, we do not reimburse the return costs.
How can I follow my return?
You can follow the shipment ...
You can follow the sending of your package thanks to the tracking number provided by customer service.
What products cannot be returned?
There is no return possible for ...
There is no return possible for the following products:
- non -complete items (where the warranty is missing, the notice of use ...)
- Articles that are not returned to their original packaging and/or case
- Articles engraved and/or personalized
Tracking control :
How to know the state of my order?
Immediately after the last step ...
Immediately after the last stage of the order, you will receive a confirmation email which will tell you the state of your order.
An automatic email will be sent to you in real time to inform you of the progress of your order (preparation, shipping, cancellation, refund ...).
I did not receive any order confirmation email, why?
First, please ...
First, please check the accuracy of your email address entered in the "My Account" section.
If you find no error, please contact our customer service
I did not receive my package, what should I do?
Your package is shipped ...
Your package has been shipped for several days and you have still not received it? The status of your order in the "My Account" tab has not changed for several days?
Bring your order number and get in touch with our customer service
You can also follow the procedure on the return page
I received a defective product, what should I do?
We are sorry for this inconvenience ...
We are sorry for this inconvenience. We invite you to contact our customer service. Do not forget to indicate your order number to our employee so that he can offer you a personalized solution.
You can also follow the procedure on the return page
I received another article, what should I do?
Please first make sure ...
Please make sure that this is an error by referring to the details of your order available in your online account.
If the article received is really not the one you have ordered, it can indeed be a preparation error. In this case, we thank you for contacting our customer service
You can also follow the procedure on the return page
When and how will I receive reimbursement?
You will be reimbursed for value ...
You will be reimbursed for the value of the product within a maximum of 14 days. Refund will be made according to the same payment method as that used to acquire the product.
Services :
How long is my jewelry guaranteed?
All jewelry is subject ...
All jewelry is subject to a guarantee that can vary from 1 to 2 years. To benefit from the warranty, you must be in possession of the warranty voucher and the invoice which were given to you with the item during your purchase. The warranty applies to manufacturing defects: crushing, shocks, deterioration cannot be subject to this guarantee. To find out the guaranteed return procedure, we invite you to contact our customer service.
How to maintain my jewelry?
Be sure to maintain your superb jewelry ...
Be sure to maintain your superb jewelry well, to maintain the shine and their beauty of the first days! To do this, nothing simpler :
- To restore shine to your jewelry: - At least, you can clean them with a soft cloth and soapy water.
- Do not expose them in an prolonged way to sweating.
- Do not wear them during sleep.
- Do not wear them during the shower/bath, nor during a sporting activity.
- Do not expose it to temperature changes, neither scented soaps, creams, nor detergents.
My account :
Difference between delivery address and billing address?
The delivery address corresponds to the address ...
The delivery address corresponds to the address where your Metalbox order will be delivered. The billing address corresponds to the one where the invoice will be sent.
Thus, if you wish to offer a gift to someone, indicate their address as a delivery address and yours as a billing address so that it does not receive the invoice corresponding to the order.
How to be kept informed of news and promotions?
Nothing's easier...
Nothing could be simpler, go to the bottom of the home page of our site. You can enter your email address in the "Register to receive updates" tab to be aware of new features, good plans and Metalbox private offers.
How to unsubscribe from the Metalbox newsletter?
Just click on the link ...
Just click on the link ‘I want to unsubscribe’ at the bottom of Metalbox newsletters. Please note, there is no confirmation page afterwards, your unsubscription is taken into account as soon as you click on this link.
Loyalty program :
How to join the loyalty program?
As a new customer ...
As a new customer, you will be invited to create a Metalbox account and you have A possibility of joining our loyalty program for free, simply by filling out a small form "loyalty program - clear as rock water". Each field informed makes you win points ...