FAQ

Returns & Cancellations

Cancellation & Changes

Production of your personalized item will begin immediately after you have processed your order.

  • Due to the fact that each item is uniquely made for our customers and to the fact that we start production straight away, please let us know up to 2 hours after placing your order that you want to cancel it. After this time frame, a 30% restocking fee may be charged.
  • Your account you used to purchase your items will be refunded. It may take¬†up to 7 business days¬†¬†from the day your refund was approved.
  • We all change our minds, if you decide you would like to change your order¬†before it has shipped, please contact us and we will gladly assist you.
    To cancel your order, please contact our customer care team.
  • To receive a refund for an item you¬†have already received, you will need to return the item and any free gifts you received with it before your refund is¬† processed.

Unsatisfied with my choice

If you are unsatisfied with your product, we will be happy to exchange it for something else within 100 days of purchase.

  • Your original item will need to be returned before we are able to send your new item to production.
  • Please let us know before doing so and send a clear picture of the item.
  • If the new item you have chosen has a different monetary value to your original item you will be sent either a money order¬†or refund, whichever is appropriate.
  • If you are not satisfied with this option, our customer care will work with you to find an alternative solution.¬†¬†¬†¬†¬†¬†

Damaged Item

If your item has arrived damaged or incomplete, please contact us immediately.

  • You will need to send a clear image of the damaged item to a customer care representative.
  • Once a customer care representative has received a clear picture and approved the claim, you will be offered a reorder, free of charge if the¬†item is within warranty.

How To Determine The Right Chain Length?

Long story short: The chain you select will determine where on your body your name necklace hangs, so be sure to consider the length that is right for you.          

Once you've decided where you would like the necklace to hang:

  • Take a long piece of string and loop it around your neck.
  • Close the string at the point on your chest where you want the necklace to hang.
  • Open the string and measure it‚ÄĒhow many inches is it? This is the length you should select for your new necklace.


Please keep in mind that the chain lengths shown on our website do not include the length of the pendant. Most of our pendants run between 2-5 cm, so for example, if you order a name necklace with a 40 cm chain, the total length of the name necklace would be 42 cm - 45 cm, depending on the name and style.

How Can I Order A Necklace With Special Characters?

We can add most characters to our Jewelry as long as they appear on the English keyboard.

All you need to do is place your order with the special character included.

Regarding emojis‚ÄĒalthough we know they‚Äôre popular‚ÄĒunfortunately, we¬†cannot¬†engrave them.

Why Didn't I Get An Order Confirmation?

There are a few reasons why this might happen:

  • There may have been a¬†typo in the email address you entered. (typos- we all make them!!).
  • The email may have been routed to your¬†spam¬†/¬†junk¬†/¬†promotion¬†folder.
    o     Check these folders. You can also search for our email address support@custombijoux.com and hopefully it will show up in the results. 
    o     Mark our email as 'Not Spam' in your email service.
  • Some¬†orders¬†get¬†stopped before being¬†confirmed, this could happen because of special characters in inscription, special requests made by you, an error with the shipping address, or other such matters.

Please allow 24hrs for your order to process, and for our team to release the order into a confirmed status.

If you are still unable to locate your confirmation email after 24 hours, please contact our team and we will be sure to resend it to you.

How To Find a Missing Package That Shows as Delivered

Although it is rare, sometimes your tracking number will say "Delivered" before your package has arrived. If this happens to you within 36 hours of the expected delivery, please try the following:

  • Check your shipping notification email to ensure your package was shipped to the correct destination
  • Look for a notice of attempted delivery
  • Look around the delivery location for your package
  • See if someone else in the house accepted the delivery
  • Wait 36 hours -- in rare cases packages may say delivered up to 36 hours prior to arrival

Does Botanique Paris Ship Worldwide?

Yes! We ship to most countries all over the world. If you have any issue or questions on it let us know!