Exchanges or returns
Article 1.1 – Exchanges and returns conditions
In accordance with our General Terms and Conditions of Sale, you have 14 days from the date of receipt of your order to return or exchange any item ordered.
Returned or exchanged items must be unused and have all original labelling intact and attached.
All exchanged or returned items must be in their original packaging, with all accessories, the return slip and all documents provided by Maison ALEXANDRE VAUTHIER.
To obtain the "Returns or Exchanges voucher", you can make your request at the following e-mail address: e-shop@alexandrevauthier.com.
You can only make one exchange per product ordered.
Items from the same order must be returned in a single shipment.
Items must be returned in a single package.
Returns of the same order sent in several times may be refused.
The return must be made from the same country as the delivery.
Otherwise, the cost of return or exchange, as well as the import costs, will be at your expense.
Maison ALEXANDRE VAUTHIER reserves the right to refuse any return from a country other than the country of delivery.
Maison ALEXANDRE VAUTHIER also reserves the right to refuse any exchange or return sent by a carrier not approved by the ALEXANDRE VAUTHIER team.
Shoes: please try on the shoes ordered on a carpeted surface, so as not to damage the soles.
If you wish to return or exchange a pair of shoes, please return them to us with their original protective case and box.
Accessories: If you are unsure about keeping your purchases, please handle fragile items such as bags, jewellery or crystallized accessories with care.
If you wish to return or exchange an accessory (such as a bag, jewellery, belt, hat, scarf, sunglasses), please return your item with its label intact and in its original packaging.
Gifts: for the return or exchange of a gift purchased on the alexandrevauthier.com online shop, please contact our team in the "Contact Us" section or by e-mail at the following address: e-shop@alexandrevauthier.com
Article 1.2 – Defective products
Any product that does not meet the quality criteria that a buyer may legitimately expect or that does not correspond to the description made on our Site may be considered defective.
For more information on the guarantee for defective products, please consult the General Terms and Conditions of Sale.
Any product that is damaged as a result of normal wear and tear, accident or misuse will not be considered defective.
If you believe that your product has been damaged during delivery, please contact us immediately at the following e-mail address: e-shop@alexandrevauthier.com
We advise you to take a picture of the package you received, as well as the damaged product, and to make a complaint to the carrier.
Jewellery: damage resulting from improper or abusive use of the jewellery or an accidental event (intervention by any unauthorised third party such as repairs not carried out by ALEXANDRE VAUTHIER) cannot be considered as a defect.
The consequences of normal wear and tear or ageing of the jewel cannot be considered as a defect either.
Colours and volumes: our teams pay great attention to the quality of all our images.
Every effort is made to ensure that the colours and volumes shown in the photos correspond as closely as possible to the actual colours and volumes of our Products. However, it is possible that the resolution of your screen distorts the display of the real colours or volumes.
Returns and exchanges process
Article 2.1 - Steps to follow
You can return or exchange your order in just five steps:
STEP 1: Contact us in the "Contact Us" section or send us an email to the following address:
e-shop@alexandrevauthier.com
STEP 2 : Fill in the return or exchange form.
A return or exchange form will be made available to you by our teams.
STEP 3 : Prepare your package.
Pack your return or exchange in its original packaging, specially designed for this purpose.
STEP 4: Check that you have all the necessary transport documents.
Our team will contact you to confirm the return or exchange and provide you with the return label and all the necessary shipping documents.
It is important to include all the documents provided by our team with your package.
Check that you have not forgotten anything.
STEP 5: Send your package according to the instructions provided by our team.
By using the return or exchange labels provided by Maison ALEXANDRE VAUTHIER, the transport costs are at the expense of Maison ALEXANDRE VAUTHIER, within the limits set out in the General Terms and Conditions of Sale.
Import duties are payable by the customer for returns or exchanges outside the EU.
Transport costs that do not fall within our returns or exchanges policy cannot be reimbursed.
Article 2.2 – Packaging
In order to process a return or exchange, please retain all original packaging of your order and keep all labelling intact.
Please pack all fragile, crystal and shoulder-padded items with care.
Any items returned or exchanged must be protected inside the package and the shipping container must be securely closed.
Refund
Article 3.1 – Refund
ALEXANDRE VAUTHIER offers two types of refunds:
1- Refund credited via the payment method used at the time of purchase*;
2- Refund by a credit note, valid for one year*.
*All returns are subject to validation and acceptance by our Quality Control department.
You can choose the type of refund you prefer when you fill in the return or exchange form.
Once your return or exchange has been validated and accepted by our Quality Control department, you will receive a confirmation e-mail.
If you use the return or exchange labels provided by ALEXANDRE VAUTHIER, transport costs are at the expense of ALEXANDRE VAUTHIER, within the limits of the General Terms of Sale.
Import duties shall be borne by the customer for returns or exchanges outside the European Union.
Transport costs that are not covered by our returns or exchanges policy cannot be refunded.
ALEXANDRE VAUTHIER will not be able to reimburse import costs for any return or exchange outside the European Union.
However, you can always try to contact your local customs office and ask for a refund of the import fees.
Modify an order
To modify your current order, please contact our team in the "Contact Us" section or by e-mail at the following address: e-shop@alexandrevauthier.com