FAQ
Customer service
How can I contact your customer service?
You can contact our customer service quickly and easily via our online contact form: Contact Form
You can also email us directly at: contact@kalyaparis.fr
We commit to responding within 24 business hours to provide you with prompt and personalized assistance.
Security and Privacy
Is kalyaparis.fr a secure website?
Yes, the kalyaparis.fr website is completely secure. Information transmission occurs in a protected environment, compliant with current internet security protocols, ensuring the confidentiality of your data.
Furthermore, payment card data is never stored on our site. It is processed and securely stored directly by our partner bank, thus ensuring optimal protection for your transactions.
What is the privacy policy?
You can browse kalyaparis.fr freely without having to provide any personal data. However, when creating an account or placing an order, we only collect the information necessary to process it, including your first name, last name, billing and delivery addresses, and your email address.
All of our commitments regarding data protection and confidentiality are detailed in our privacy policy, accessible directly on the kalyaparis.fr website.
Account and Password
How do I log in if I've forgotten my password?
If you have forgotten your password, simply click on the "Forgotten password" link on the login page. Then, enter the email address associated with your account: you will immediately receive a reset email. You will then just need to click on the link in this message to create a new password and securely regain access to your account.
How can I edit my account?
You can modify your account information at any time by going to the "Account" section, accessible via the icon located at the top right of your screen. After logging in, you will simply need to access your personal space to make the desired changes easily from the dedicated menu.
Payment Methods and Orders
What payment methods does the site accept?
We offer several payment methods to make your purchases easier and more secure. You can pay for your orders by credit card (CB, Visa, Mastercard, Maestro, American Express, UnionPay), as well as via modern payment solutions such as Apple Pay, Google Pay, Shop Pay, Bancontact, or Klarna.
Payment can also be made easily via PayPal.
All payments are fully secured to ensure the protection of your data and the reliability of your transactions.
Can we pay in installments or defer payment?
Yes, it is possible to benefit from installment payment solutions or deferred payment options depending on what is offered when you place your order. These terms may vary depending on the purchase amount and the payment method selected.
Partner solutions such as Klarna allow you to pay for your purchases in several installments or at a later date, securely and simply.
What to do if I don't receive the confirmation email?
The order confirmation email may be sent within 24 hours of your purchase, especially during busy periods. We also invite you to check your junk or spam folder, as the message may sometimes be there.
If, after this delay, you still haven't received anything, please contact our customer service. Our team will be happy to assist you and provide a response as soon as possible.
Can I modify or cancel my order?
Yes, it is possible to modify or cancel your order provided that it has not yet been processed or shipped. In this case, we can still intervene to make the necessary adjustments.
Please contact us as soon as possible by e-mail at contact@kalyaparis.fr. Our team will be happy to assist you and process your request as quickly as possible.
Deliveries and Shipping
What delivery methods do you offer?
We offer standard delivery via Colissimo, to ensure reliable and tracked shipping of your order.
Which countries do you ship to?
We currently deliver your orders to France, Monaco, and all countries in Europe and the United Kingdom.
What are the shipping times and delivery costs?
Once your order has been validated, we will prepare and ship your packages within 24 to 48 business hours. Once your order has been processed, you will receive a shipping confirmation email. Please note that these times may be slightly longer during periods of high activity, particularly during holidays or exceptional events.
Our deliveries are handled by Colissimo for the following zones:
- France and Monaco: delivery within 2 to 4 business days — €6.90
- Europe and Switzerland: delivery within 3 to 6 business days — €16.90
- United Kingdom: delivery within 3 to 6 business days — €20.90
- Other countries: delivery within 3 to 6 business days — between €25.90 and €36.90
Free delivery is available above a certain purchase amount: from €60 for France and Monaco, €70 for the European Union, and £70 for the United Kingdom.
How can I track my order's delivery?
To track your order, simply go to the "Order Tracking" section available on our website.
As soon as your package is shipped, you will receive an email from Kalya Paris containing your Colissimo tracking number. You can then track the progress of your delivery in real time. Once the package is taken over by the carrier, Colissimo will also send you various updates regarding the delivery of your order.
What happens if I'm not home for delivery?
No worries. Your jewelry is carefully packaged in a shock-resistant, waterproof poly mailer bubble envelope, measuring 30 × 25 × 4 cm. This packaging is specially designed to effectively protect your order while allowing, where possible, direct delivery to your mailbox.
I entered the wrong shipping address, what should I do?
If your order has not yet been shipped, please contact us as soon as possible by e-mail at contact@kalyaparis.fr so that we can update your delivery information.
However, once the order has been shipped, no changes can be made, in accordance with our general terms and conditions of sale. We therefore recommend that you carefully check your details before confirming your order.
Returns and Refunds
What is the deadline for returning my order and what are the conditions?
You have 15 days from the date of receipt of your order to make a return.
Returned items must be sent back in their original condition: they must not have been worn, used, altered, washed, or damaged. Jewelry must also be returned with its tag intact and in its original packaging.
Any returned product that is non-compliant or unfit for resale (damaged, used, soiled, or incomplete) unfortunately cannot be refunded or credited and will be sent back to you.
We also invite you to contact us beforehand at contact@kalyaparis.fr before any return, to assist you with the return procedure.
How do I return an item I ordered?
You have 15 days from the receipt of your order to make a return request.
Here is the procedure to follow:
- We invite you to first familiarize yourself with our return policy
before initiating any return process: Returns and Refunds - Contact our customer service by email at contact@kalyaparis.fr, specifying your order number and the reason for your return.
- Once your request has been validated by our team, you will receive an email with all the necessary instructions to proceed with the return.
- Upon receipt and after verification of the returned item, we will confirm the validation of your refund by email.
- The refund will then be processed within a maximum of 2 weeks after receipt of the package, directly to the payment method used when placing the order.
What is the procedure for a refund?
Upon receipt and verification of your returned item, your request will be processed according to your initial choice.
Refunds are issued as a credit to the bank account or PayPal account used for the order, according to the initial payment method. The refunded amount corresponds only to the price of the returned product(s), without penalties; return shipping costs remain the customer's responsibility.
Unless the product is defective or an error is attributable to us, initial shipping costs are not refunded.
A confirmation email will be sent to you as soon as the refund has been processed, to inform you of the status of your request.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer.
Packaging
How are the jewels packaged?
Every order is prepared with the utmost care to offer you an elegant and refined experience. Your jewelry is delicately presented in a sophisticated silk pouch, ready to be gifted if your order is intended as a present.
Maintenance Tips
What material is your jewelry made of?
Our jewelry is primarily crafted from stainless steel, a material known for its hypoallergenic properties, as well as its high water resistance and durability over time.
Some models may also be made from specific alloys with a gold finish, carefully crafted to offer an elegant and refined look, while maintaining their beauty over time.
Are your jewels handmade?
Our personalized jewelry is carefully hand-assembled to ensure a meticulous finish and special attention to every detail.
How do I care for my Kalya Paris jewelry?
Your stainless steel jewellery may change slightly over time, which is perfectly normal. The patina, whether gold or silver, may gradually fade depending on how the jewellery is cared for. This natural evolution is due to normal wear and tear and does not compromise its quality.
Like all jewellery, it can oxidise on contact with air and moisture. To preserve its shine for as long as possible, it is recommended to clean it regularly with a soft, dry cloth to remove any traces of oxidation.
For a more thorough cleaning, you can occasionally clean them with a soft brush and slightly soapy cold water (such as Marseille soap), especially to remove residues from salt water, chlorine, or sun oils. After cleaning, rinse them thoroughly with clean cold water, then dry them meticulously with a soft, dry cloth.
It is important to avoid hot water and always prefer cold or slightly lukewarm water. Finally, to limit oxidation, store your jewellery in a pouch or a closed box, away from air and moisture.
How to preserve and protect my Kalya Paris jewelry?
To preserve the brilliance and quality of your jewelry over time, it is essential to avoid any contact with water, humidity, and perfume. Cosmetics, alcohol, chemical products, acidic substances such as lemon, as well as salt water and chlorine are particularly aggressive and can damage your jewelry.
It is therefore recommended to apply perfume and makeup before wearing your jewelry, to limit their exposure to these products.
Furthermore, it is advisable not to wear them overnight, during your sports sessions, or when swimming, to best preserve their shine and durability over time.
Information on wearing and safety of children's jewelry
Thank you for your interest in our children's creations. We hope they bring joy to their young recipient.
To ensure optimal fit and comfort, we recommend a minimum age of 5 years for wearing bracelets and 7 years for necklaces.
If these jewelry items are given to a child under 3 years old, we advise that they only be worn under the careful supervision of an adult, to ensure safe use.
Didn't find your answer?
Our team responds within 24 hours on weekdays • contact@kalyaparis.fr
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Secure Payment
By credit card or PayPal.
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Free shipping
Free delivery from 60€ in mainland France.
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Customer service
Do not hesitate to contact us; our teams are available to assist you.
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Easy return
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