help

if you want a personalized accompaniment in the search of the jewel which corresponds to you, you can make your request to our customer service by e-mail at eshop@legramme.com or by telephone at +33 (0)4 40 73 89 91 from Monday to Friday, from 10 am to 7 pm. our teams will answer you as soon as possible.[image:7d71be70-1734-4997-b328-cdb0c4cd4ee7.jpg]

to find your le gramme bracelet size, you can download and print our tape measure. wrap it around your wrist without pulling it too tight. make sure you print it in full and cut it out along the dotted lines. if you are unsure what size would be best for you, you can contact our customer service department who will help you determine this.

we are committed to offering you a unique shopping experience.

choose a jewel from our different collections and we will create it especially for you. we welcome all your wishes: an unavailable size, a particular engraving, a precious stone to be set...

we will be delighted to develop and implement your project with you.

contact us at 01 40 73 89 91 or by email at eshop@legramme.comso that we can assist you as best as possible.

if you encounter a problem with your jewel, contact customer service by email at eshop@legramme.com or by phone at +33 (0)4 40 73 89 91 from monday to friday, from 10am to 7pm. we will deal with your request as quickly as possible.

925 sterling silver is a precious metal that can change over time due to several factors (contact with water, skin pH, etc.). your jewellery may therefore oxidise naturally. it is however possible to restore its original shine, by cleaning it carefully with a chamois and/or by using a specific product designed for this purpose. you can discover all our advice for cleaning your jewellery on our care instructions page.

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you will find full instructions for cleaning your jewellery on the care instructions of our website.

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all le gramme jewellery purchased is guaranteed for life (upon presentation of proof of purchase).

depending on the piece of jewellery concerned, after-sales service takes 6 to 8 weeks. our customer service department will keep you informed of the progress of the after-sales service of your jewellery.

if your cord has been damaged and/or broken, you must notify customer service who will then send you a new cord with a guide to fit it to your jewel.

if the piece of jewellery you want is not currently in stock, you can click on "notify me when available". you will then just need to fill in your e-mail address and you will be informed by e-mail when the piece of jewellery concerned is once more in stock. for rings and 750 gold jewellery, you can contact our customer service department by e-mail at eshop@legramme.com and they will order the jewellery you want especially for you.

if the piece of jewellery you want is not available on our website, first visit one of our stores or call them using the numbers shown on the website. if the piece you want is still not available, contact our customer service department by e-mail at eshop@legramme.com and they will find a convenient solution for you.

engraving

le gramme offers you laser engraving on your first order placed with our e-shop when you subscribe to our newsletter. when you fill in your e-mail address, you will receive an initial e-mail with your free engraving code, which needs entering in "promotional code" field before proceeding to the payment section.

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le gramme offers 3 different styles of engraving: laser engraving, hand engraving and calligraphy engraving. these styles of engraving are presented on the personalization page of the site.

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each engraving style has a maximum number of characters, depending on the piece of jewellery you wish to have engraved. the maximum number of characters is indicated when you personalize your jewellery.

the delivery time for a personalised piece of jewellery is 15 working days from the date the order is placed.

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it is possible to order the piece you want for the purpose of checking the size and then have it engraved later. to do this, simply contact our customer service department by e-mail at eshop@legramme.com and tell them you want to do this. to send your jewellery back to us, simply use the DHL return slip you will find in your package, and we will send you your engraved jewellery within 15 working days of our receiving it.

personalized jewellery is neither exchangeable nor refundable.

if you wish to cancel a personalization order, simply contact customer service on the day of the order before 2pm UTC+1 (or the following day before 2pm UTC+1 if the order was placed after this time). after this time, it will no longer be possible to cancel your personalization request.

delivery

delivery is offered, with no minimum purchase amount.

customs fees are included in the price of your jewellery. no additional fees will be charged when your order arrives.

the list of countries to which we ship is available on the shipping and returns page of our website.

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for all orders without personalization, delivery time is 2 working days after the date of placing the order in the European Union, and 5 working days for shipments outside the European Union.

for personalized orders, delivery time is 15 working days after the date of placing the order in the European Union, and 20 working days for shipments outside the European Union.

orders to countries within the European Union are shipped via DHL Express. orders to countries outside the European Union are shipped via Fedex.

if you wish to change the delivery address you have entered, simply contact our customer service department by e-mail at eshop@legramme.com or by phone on +33 (0)4 40 73 89 91) on the day of the order before 2pm UTC+1 (or the following day at 2pm UTC+1 if the order was placed after this time). after this time, it will no longer be possible to change the delivery address.

it is not possible to postpone the date of dispatch of your parcel. if your order is placed before 3pm UTC+1, it will be dispatched the same day. if it is placed after this time, it will be dispatched the following day.

return & exchange

to make a return, you must send an email to eshop@legramme.com mentioning your intention to return or exchange your order. you must then fill in the card entitled "returns" in your parcel by ticking the boxes corresponding to your choice, attach it to the parcel, and send back your jewel thanks to the DHL label inside the parcel you have received. if you live in the Paris region, you can also go to one of our boutiques and our teams will proceed with the return or exchange on the spot.

We recommend that you always send your parcels by our approved carriers (DHL or Fedex) so that we can offer you full assistance in the event of a delivery anomaly.

attention: only jewels received in perfect condition, not engraved and in their original intact packaging can be returned.

for us to accept a return of your jewellery, it must be in perfect condition, unworn, and in its original packaging (including the white cardboard and black foam).

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the size and model you wish to have in exchange for your original jewellery must be indicated in an e-mail to our customer service department at eshop@legramme.com stating your intention to exchange your jewellery. you also need to indicate this information on the "returns" card (which you will find inside your package) by ticking the relevant boxes.

if your jewellery does not suit you, le gramme offers you the option to return your order within 30 days.

you have 30 days from receipt of your order to return it (except for special offers).

personalized jewellery is neither exchangeable nor refundable.

your return will be processed within 15 days. your refund will be credited to the payment method used to make the purchase.

there is a DHL return slip in your package. after sealing your package for return, affix the label to the package. you then need to arrange for a DHL collection from your address (by visiting dhlexpress.com), or drop the parcel off at a DHL collection point.

There are three options for returning your package via DHL:

- you can call DHL directly on 0809 40 02 13 to arrange for a courier to collect your package from your address

- you can drop off your parcel at a DHL parcel delivery point

- you can contact our customer service department at eshop@legramme.com who will schedule a collection for you.

for returns outside the European Union via our carrier Fedex, please send your request to the le gramme customer service department at eshop@legramme.com. our team will inform you of the procedure to follow.

if you wish to cancel an order you have placed, simply contact customer service on the day of the order before 2pm UTC+1 (or the next day at 2pm UTC+1 if the order was placed after this time). after this time, it will no longer be possible to cancel your order, but you will still be able to return your jewellery using the DHL label provided in your package.

stores

a complete list of our stores and resellers is available under the shops tab of our website, or by clicking here.

the shop le gramme located at 123 rue vieille du temple 75003 Paris is open from Monday to Saturday from 11am to 8pm and on Sunday from 12pm to 7pm. our pop up store on rue Saint-Honoré is open from Monday to Thursday from 11am to 1pm and from 2pm to 7:30pm, and on Friday from 11am to 7:30pm and on Saturday from 11am to 8pm.

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you can bring your jewellery into a le gramme store and our team will clean it for you. we also offer cleaning kits to buy in our stores so that you can clean your jewellery at home.

payment

on our e-store, you can pay for your order by card (Visa, Mastercard, American Express, Bancontact, Giropay, Sofort and iDEAL). your account will be debited as soon as your confirm your order on our e-store. payments by PayPal are also accepted.

for more information, please refer to the payment methods page.

you can also choose to pay in several instalments (see next section).

if you live in France, you can pay for your order in 3 instalments without any charges thanks to our partner Alma.

if you are a resident of Germany or Austria, you can pay your order in 3 instalments free of charge through our partner Klarna.

if you experience any difficulties in paying for your order, please try another method of payment, or write to us at eshop@legramme.com.

le gramme : fundamental [unit] of mass in the c.g.s. system of physical units representing approximately the mass of one cubic centimeter of pure water at 4°c and being 1⁄1000 of kilogram (abbrev. g).