SAPHORIE Customer Information
Shipping & Returns.
Thoughtful service, from your first inquiry to the arrival of your order.
Find information about shipping arrangements, delivery, cancellations, returns, and assistance with your SAPHORIE order.
01 — Delivery Information
Shipping & Delivery
Shipping arrangements may vary depending on the products ordered, delivery destination, availability, and fulfillment method.
Shipping Destinations
We review delivery availability according to the destination and products requested. Please provide your delivery country when making an inquiry.
Shipping Costs
Applicable shipping charges will be communicated before an order is confirmed. Costs may vary according to destination, parcel size, and delivery service.
Processing & Delivery Times
Estimated preparation and delivery times depend on stock availability and fulfillment arrangements. Available estimates will be communicated before order confirmation.
Order Confirmation
An inquiry or quotation request does not constitute an accepted order. Orders are confirmed once the applicable terms have been agreed and acceptance communicated.
International Shipping
International orders may be subject to customs procedures, import VAT, duties, or other charges depending on the destination and agreed shipping terms.
Delivery Problems
If you experience a delivery issue, please contact SAPHORIE with your order reference and relevant details so that we can investigate.
Important: Any delivery estimates are subject to the terms communicated for your order and do not limit mandatory consumer rights under applicable law.
02 — Individual Purchases
Consumer Returns & Cancellations
If you purchase SAPHORIE products as a consumer through an eligible distance-selling arrangement, you may have a statutory right to withdraw from the purchase without giving a reason.
14-Day Withdrawal Period
For qualifying EU consumer distance purchases, the usual withdrawal period is 14 calendar days from the day you, or a person designated by you other than the carrier, receives the goods.
To exercise this right, you must inform SAPHORIE of your decision to withdraw through a clear statement before the applicable deadline. You can contact us at info@saphorie.com .
Returning the Products
Following a valid withdrawal, you must return or hand over the goods without undue delay and no later than 14 calendar days after informing us of your decision, unless we agree to collect them.
Contact us before sending a return so we can provide the appropriate return destination. Please do not send products to an address that has not been confirmed for your return.
Return Shipping Costs
Where permitted by law, the customer may be responsible for direct return shipping costs if this responsibility was properly disclosed before the purchase. Otherwise, the applicable statutory rules will apply.
Refunds
For a valid statutory withdrawal, applicable refunds will be processed in accordance with consumer law, generally within 14 days of receiving your withdrawal notice. Where permitted, reimbursement may be withheld until the goods are received back or evidence of return is provided.
Refunds normally include the original standard delivery charge where required by law, but not additional costs resulting from your choice of a more expensive delivery option.
Exceptions & Product Condition
Some products may be excluded from the statutory withdrawal right, including qualifying personalized products or sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for an exception are satisfied.
Customers may be responsible for diminished product value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This does not automatically remove the right of withdrawal.
Your legal rights: This section does not limit any mandatory rights relating to defective, damaged, incorrect, or nonconforming goods.
03 — Business Purchases
Wholesale & Reseller Orders
SAPHORIE supplies jewelry and accessories to qualifying resellers and business buyers through a quotation-based wholesale process.
Wholesale Order Terms
Before accepting a wholesale order, we aim to confirm the selected products, quantities, prices, payment arrangements, availability, and relevant shipping conditions.
Wholesale Returns
Genuine business-to-business transactions generally do not benefit from the same statutory 14-day withdrawal right available to qualifying consumer purchases.
Any discretionary returns, exchanges, or cancellations for wholesale orders are subject to the terms agreed before order acceptance and any mandatory legal obligations.
Incorrect or Nonconforming Goods
If a wholesale delivery contains incorrect, damaged, or allegedly nonconforming products, please contact us promptly with the order reference and supporting details.
We will review the issue under the agreed commercial terms and applicable law.
Business Verification
SAPHORIE may request appropriate business information or documentation to establish eligibility for wholesale purchasing. Merely submitting a reseller inquiry does not establish that a transaction is B2B.
Minimum wholesale order: €200, subject to quotation and product availability.
04 — Order Assistance
Damaged, Incorrect or Missing Items
If something is not right with your order, we want to understand the issue and help identify an appropriate resolution.
Contact Us
Send us a message describing the problem and include your order reference.
Share the Details
Where available, include photographs of the affected product, packaging, or other relevant information.
Review & Resolution
Our team will review the situation and communicate the appropriate next steps under the applicable terms and law.
Please report problems as soon as reasonably possible. This helps us investigate, but does not reduce mandatory consumer rights or statutory remedies.
05 — Contact & Assistance
How to Request Help
For delivery questions, withdrawal notices, return requests, or order-related concerns, please contact SAPHORIE using the details below.
What to Include
- Your name and contact email
- Your order reference, if available
- The product or products concerned
- A description of your request
- Relevant photographs, where appropriate
For statutory withdrawal requests, a clear statement of your decision is sufficient; photographs and a reason for withdrawal are not required.
This page provides general information about SAPHORIE shipping and return arrangements. Mandatory legal rights remain applicable regardless of any conflicting provision.
We’re Here to Help
Questions About Your Order?
Whether you’re arranging a delivery, requesting assistance, or exploring our collection, SAPHORIE is here to help.