Delivery

 ORDER

What are the means of payment?

Payments for an online order go through the provider PayZen.

 

I can't validate the transaction?

Our customer service is available by email: villaverde@avettyjewelersshop.xyz , by telephone: 04 15 81 01 08 to best answer your questions and bring you complete satisfaction.

 

I haven't received the order confirmation email?

Remember to check your junk mail and spam. However, if you still haven't received anything, do not hesitate to contact our customer service by email: villaverde@avettyjewelersshop.xyz or by phone at 04 15 81 01 08.

 

Can I cancel or modify my order?

To modify information (delivery address, or customer name) or modify one or more items of the order, do not hesitate to contact our customer service by email as soon as possible: villaverde@avettyjewelersshop.xyz or by telephone on 04 15 81 01 08 .

 

Where can I find the invoice for my order?

If you need an invoice, contact customer service at the e-mail address: villaverde@avettyjewelersshop.xyz by providing your surname, first name and e-mail address as well as your order number.

 

RETURNS AND EXCHANGES

Can I make a return?

In accordance with our General Conditions of Sale, you can return any item that does not suit you within 14 days of receipt of your order. In the case of a home delivery, the return costs remain entirely your responsibility. Any returned product must be complete, in perfect condition, with its original packaging and accessories.

At this time, items cannot be exchanged.

 

We then invite you to contact customer service so that they can acknowledge receipt and start the process to reimburse you as soon as possible.

To do this, please let us know:

Your order number,

The items you wish to return,

As well as the tracking number of the returned package.

 

Our customer service is available by email: villaverde@avettyjewelersshop.xyz , by telephone 04 15 81 01 08 (from 9 a.m. to 4 p.m. Monday to Friday): to best answer your questions and bring you complete satisfaction.

 

Products remain however excluded from the right of withdrawal (article L. 221-28 of the Consumer Code): products likely to deteriorate or expire quickly, plants for example; products which have been unsealed after delivery and which cannot be returned for reasons of hygiene or health protection; products mixed inseparably with other products; gift cards

 

How to return your package?

All wrappers and/or cellophane wrappers and tamper-evident seals must be intact. Otherwise, the item will be considered unfit for resale and will not be accepted by our returns department.

To ensure that we process your return and refund as quickly as possible, please follow the procedure below.

 

Please send us an e-mail to villaverde@avettyjewelersshop.xyz to inform us of your intention to return. Your email should contain your order number and a full explanation of why you are returning the goods.

We will then send you an e-mail containing a return authorization and a return form.

 

Goods must be in their original packaging with all seals intact and in an unused, resalable condition.

Repack the package in a sturdy box and make sure it is well sealed to avoid any damage during transport. Please enclose your packing slip/receipt in the package.

Please pay the appropriate shipping costs and return the package to 66 Avenue Ernest Cristal, 63170 Aubière.

Be sure to obtain proof of postage (Villaverde cannot be held responsible for lost returns).

If the product or packaging is worn or damaged, we reserve the right to deduct any loss in value when refunding the product.

 

For any request: villaverde@avettyjewelersshop.xyz

 

What is the repayment period?

Reimbursement of returned products is made within 14 days of receipt of the returned item(s). Beyond this period, contact customer service by email: villaverde@avettyjewelersshop.xyz or by telephone 04 15 81 01 08.

 

DELIVERY

Order delivery times

Count between 2 and 5 days to receive your order. This period may fluctuate depending on the time of year and the carrier chosen.

 

Delivery methods available

We offer an in-store collection service or a home delivery service in Metropolitan France and Corsica.

 

ORDER TRACKING

In order to track your order, a carrier number will be sent to you by email in the days following your order.

You will find a tracking number for your package in the departure notification email.

 

In addition, as soon as your order is taken care of by the carrier, you will receive an email allowing you to follow the delivery of your order at any time or even to modify your delivery instructions. In order to allow you to receive your order as soon as possible, we invite you to clearly specify at the time of the passage of the latter, all the information necessary for the carrier: telephone number, digicodes, floor number, etc.

 

Can we be delivered to a relay point?

At the moment, this service is not yet available.

 

What should I do if my package arrives damaged, incomplete or non-compliant?

Do not hesitate to contact our customer service which is available by email: villaverde@avettyjewelersshop.xyz or by telephone 04 15 81 01 08 (9 a.m. to 4 p.m. Monday to Friday): to best answer your questions and bring you complete satisfaction.

 

I was not present at the time of delivery, what should I do?

To track your delivery, click on the “order tracking” link in the confirmation email or in the receipt email for your order.

 

Colissimo:

In the event of absence at the time of delivery, you must go to the place mentioned on the transit advice note (post office or service provider's depot) to collect your parcel(s), respecting the storage times mentioned on the transit advice note. After this time, it will be automatically returned to its sender. In this case, the refund will only concern the amounts of the items ordered and not the shipping costs.

 

Geodis:

In case of absence, a transit advice note is left in your mailbox with the contact details of the carrier to agree on a new delivery date, or request availability at a collection point. If you opt for withdrawal, you then have 10 working days to collect your package. After this time, it will be automatically returned.

In case of unavailability, you can opt for a withdrawal from a Geodis agency. It is possible to request a change of delivery address (within the delivery zone) or to provide additional information by telephone with Geodis.

If necessary, you can reach Geodis on 09 78 03 02 62 and give them your delivery note number (BL).

 

Any package not collected on time will be returned to VillaVerde and your purchase will be considered cancelled. In this case, you will be reimbursed and the latter will only concern the amounts of the items ordered and not the shipping costs.

 

 

Change my delivery address

To change the delivery address, please contact the carrier in charge of your order or contact our customer service if you have not yet received the package departure email from us.

 

I did not receive a confirmation email. Can I pick it up by click & collect?

Please wait for the email notifying you of the availability of your package. Beyond 48 hours, contact your store to find out the progress of your order.

 

I cannot withdraw my order. Can a third party do it for me?

Yes, on presentation of the identity card of the customer who placed the order as well as his order confirmation.

 

LOYALTY

Can I use my loyalty points online?

At the moment, this service is not yet available. On the other hand, loyalty points are deductible at the checkout of your store from 150 points accumulated for any purchase. 

 

Can I use a credit or gift card online?

At the moment, this service is not yet available. On the other hand, it is possible to buy a gift card online worth 15 to 150 euros.

 

Create my space / my loyalty card

If you don't have an account yet, you can create one by entering your email address, your loyalty card number and then creating a password that you will then confirm.

 

 

Forgot your password ?

If you have forgotten your password, you can change it by clicking on “Forgot your password? to create a new one. An email will be sent to you to confirm your identity.

 

Forgot username?

Your username is your number on your loyalty card. If you have lost it, contact customer service at the e-mail address: villaverde@avettyjewelersshop.xyz by providing your surname, first name and e-mail address.

 

Can I use the loyalty card on the Villaverde website?

Yes, all you have to do is authenticate yourself by entering your loyalty card number.

 

How to join the loyalty program?

Nothing's easier ! Go to your Villaverde store, ask for a form for a loyalty card and fill it out.

 

Loyalty system

1€ = 1 point

When the threshold of 150 points is reached, it will be possible to have a voucher of 5€ which will be published if you answer positively when the cashier asks you for it.

If not, you will continue to accumulate your points and at 400 points, a coupon of -15% will be automatically sent to you by post.

 

How to see the points on his map?

You can see your points on the “Loyalty card” section that you will find on our website villaverde.fr. In order to access it, all you have to do is create a personal space using your e-mail address and card number.

 

I can't log into the customer area to see my points total. Who do I contact?

Contact VillaVerde customer service at: villaverde@avettyjewelersshop.xyz .

 

Does my loyalty card have an expiration date?

No, there is no need to renew it every year, it is valid for life.

 

Do I have to have my card with me when I go to checkout?

It is preferable to have your loyalty card with you, however, the cashier can find your customer file using your personal information.

 

What should I do if my card is lost, stolen or damaged?

We are unable to issue a new card for an existing account. However, you can still accumulate your points by providing your personal information when you go to checkout in order to benefit from the VillaVerde loyalty program.

 

I do not receive my vouchers and loyalty check. What to do ?

Please contact VillaVerde customer service by filling in your loyalty card number, Surname and First name as well as your postal address.

 

GIFT CARD

How do I buy my gift card?

Gift cards are sold in self-service in stores or on the Villaverde.fr website.

 

How do I use my gift card?

Your gift card can be used in all VillaVerde stores for one year.

 

What are the rules for awarding points for a gift card?

The carded customer who buys a gift card benefits from loyalty points.

The carded customer who pays for his purchases with a gift card does not benefit from points on the amount of his payment by card.

 

What minimum amount?

The minimum amount for a gift card is €10.

 

What maximum amount?

The minimum amount for a gift card is €150.

 

How valid is a gift card? How to extend the validity of the gift card?

It is not possible to extend the validity of a gift card. It is only valid for a maximum of 12 months.

 

I don't remember the amount or the validity of my gift card?

I can ask a cashier to interrogate my card.

 

Can I use the gift card on multiple purchases?

Yes, the gift card can be used as long as there is an amount to be debited from it.

 

I have a promo code, when should I enter it?

A space is provided for promo codes before payment of your order.

 

AT THE STORE

What are the opening hours of my store? 

In the “our stores” section, you can find out about the opening hours of your nearest store.

 

Can I make a return in store?

If you have chosen the home delivery service for an item, it is not possible to return an item directly to the store.