FAQs – Akillis Paris

Assistance

Need advice?

If you would like personalized assistance in finding the jewelry that suits you best, you can submit your request to our customer service via email at eshop@akillis.fr, through the "help" button at the bottom right of your screen, or by phone at +33 (0)1 40 13 64 04 (from Monday to Saturday, 10:30 am to 7:00 pm UTC+1).

How can I find my size?

To find the size that best fits you, you can download and print our size guide, making sure to print them in 100% format.

What warranty does my jewelry have?

All Akillis jewelry is guaranteed for two years. Not covered by these warranties are: damages resulting from accidents or improper or abusive use of the jewelry; consequences of normal wear and tear and aging of the jewelry as well as damages resulting from repairs or disassembly not performed by Akillis workshops.

To learn more about our warranties, please follow this link.

How do I authenticate an Akillis jewelry piece?

Only a purchase made in an Akillis boutique, from one of our authorized distributors, or on our website can guarantee the authenticity of an Akillis jewelry piece. When purchasing one of our jewelry pieces, you will be provided with an invoice and a certificate of authenticity, so be sure to keep both documents safe.

How do I put on and adjust my cord bracelet?

To be able to put on your cord bracelet, we invite you to loosen the cord as much as possible by sliding the two small knots towards the ends. You can then slide the bracelet around your wrist and tighten the two knots towards the inside of the bracelet.

Our cord bracelets are one size fits all and adjustable.

At its tightest, the cord bracelet fits a size 15 cm. At its widest, the bracelet fits a size 19 cm.

Please note that if the bracelet is too large or too small, you can contact us by email at eshop@akillis.fr so that we can send you a shorter or longer cord to adjust it to your wrist. You can also visit our boutique located at 354 Rue Saint-Honoré, or one of our partner retailers to have the cord replaced.

I am interested in a jewelry piece that is no longer in stock on the website, when will it be available again?

If the jewelry piece you want is no longer available, you can click on "notify me of availability". You will then need to enter your email address, and you will subsequently be notified by email when the jewelry piece is back in stock. For 18k gold jewelry pieces, you can contact customer service at eshop@akillis.fr, who will take care of ordering the jewelry piece you want specifically for you.

I can't find the product I'm looking for on Akillis' website. What should I do?

Some Akillis jewelry pieces sold in our boutiques may not be presented and available for sale on the Akillis website. For any questions, you can contact our customer service by email at eshop@akillis.fr, through the "help" button at the bottom right of your screen, or by phone at +33 (0)1 40 13 64 04 (from Monday to Saturday, 10:30 am to 7:00 pm UTC+1).

Engraving

How do I personalize my jewelry?

You have the option to laser engrave your jewelry on the product page by clicking on the "customize" button.

Please note, some products cannot be engraved for various reasons (surface treatments, precious setting, etc.). If this is the case, the customization button will not be available.

Is there a maximum number of characters for laser engraving?

Laser engraving has a maximum number of characters, depending on the jewelry piece you want to engrave. The maximum number of characters is indicated when customizing your jewelry.

Is laser engraving complimentary?

You can enjoy complimentary laser engraving on your first order by subscribing to the Akillis newsletter. Otherwise, the cost of laser engraving is €40.

What is the delivery time for a personalized jewelry piece?

The delivery time for a personalized jewelry piece is 15 business days from the date of order placement.

I want to personalize a jewelry piece for a gift but I'm not sure about the size, is it possible to place an order to try it first and then engrave it later?

It is possible to order your jewelry piece to check the size and engrave it later. For this, simply contact customer service at eshop@akillis.fr and let us know your request. We will then provide you with the necessary steps to return your jewelry piece to us.

Can I return/exchange a personalized jewelry piece?

Personalized jewelry pieces are neither exchangeable nor refundable.

Is it possible to cancel a personalization?

To cancel a personalization request, contact customer service (by phone at +33 (0)1 40 13 64 04) within 2 hours after placing your order. Please have your order number ready to facilitate the cancellation process.

Payment

What payment methods are accepted on the Akillis website?

On our eshop, you can pay for your order by credit card (Visa, Mastercard, American Express). Your bank account will be debited upon validation of your order on our merchant website. Payments via Paypal are also accepted, as well as with Apple Pay and Google Pay.

You can also choose to pay in installments (see next section).

Can I pay for my order in installments?

You can pay for your order in 3 or 4 installments at no extra cost thanks to our partner Paypal.

Is it possible to pay for the same order using two different payment cards, or to use two different payment methods for the same order?

When placing your order online on the Akillis website, you can only use one payment card and one payment method per order.

I am experiencing difficulties in paying for my order.

If you encounter difficulties during the payment of your order, we invite you to try another payment method, to write to us at eshop@akillis.fr, or to reach us by phone at +33 (0)1 40 13 64 04 (Monday to Saturday, 10:30 am to 7:00 pm UTC+1).

I have a promotional code, what are its conditions of use?

Promotional codes are applicable only on products on the Akillis.com website, excluding gift cards and delivery fees. They cannot be combined with other promotional codes and cannot be used on already discounted products.

Delivery

What are the delivery costs?

Standard delivery (within 5 to 8 business days) is free for all shipments to European Union countries. It is charged €30 for orders shipped to the United States and the United Arab Emirates.

Express delivery (within 2 to 3 business days) is available for a fee of:
- €15 for orders shipped to France and Monaco
- €30 for all shipments to European Union countries other than France or Monaco
- €50 for orders shipped to a country outside Europe.

Do I have to pay customs duties?

Customs duties are not included in the price of your jewelry piece; they will be borne by the customer and must be paid upon arrival of your order (for all orders outside France and the European Union).

Which countries do you deliver to?

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

What is the average delivery time?

For any order without personalization, the delivery time for Standard delivery is 5 to 8 business days after the date of order placement in the European Union. For Express orders, the delivery time is generally 2 to 3 business days after order placement.

For personalized orders, the delivery time is 15 business days after the date of order placement in the European Union, and 20 business days outside the European Union.

What should I do if you do not deliver to my country of residence?

We invite you to contact our customer service at eshop@akillis.fr, indicating the destination country and the desired items (name of the item, size, material, etc.).

Please note that the jewelry piece will be exempt from taxes (VAT); however, shipping costs and any customs fees will be at your expense.

I want to change the delivery address, is it possible?

If you wish to change the delivery address you have provided, please contact customer service (by email at eshop@akillis.fr) within 2 hours maximum after placing your order.

Is it possible to postpone the shipping date?

It is possible to postpone the shipping date of the item. To do so, contact us by email at eshop@akillis.fr or by phone at +33 (0)1 40 13 64 04 (Monday to Saturday, 10:30 am to 7:00 pm UTC+1).

What carriers do you use?

Orders in France are shipped via TNT, with signature required. Orders to Europe countries are shipped via FedEx, also with signature required. Orders to countries outside the Europe are shipped via UPS.

Returns

I received my jewelry piece but I want to make a return, how should I proceed?

To make a return or exchange, contact customer service by email at eshop@akillis.fr or by phone at +33 (0)1 40 13 64 04 (from Monday to Saturday, 10:30 am to 7:00 pm UTC+1). We will provide you with the steps to return your jewelry piece.

Please note that only jewelry pieces received in perfect condition, not engraved, and in their original packaging intact can be returned.

What are the conditions for returning my jewelry piece?

For us to proceed with the return of your jewelry piece, it must be returned to us in perfect condition, unworn, and in its original packaging. In addition, products personalized by engraving are neither accepted nor exchanged.

Are returns free of charge?

If your jewelry piece does not suit you, Akillis offers you the return of your order*.

*Akillis only covers the cost of one return per order. For discounted jewelry orders, returns will be charged €10 (converted into the local currency) per shipment. These fees will be deducted directly from your refund.

What is the deadline for making a return?

You have 30 days from the receipt of your order to make a return (excluding special operations).

For discounted jewelry orders, the return period is 14 days from the receipt of the order.

Can I return a personalized jewelry piece?

Personalized jewelry pieces are not exchangeable or refundable.

What are the return conditions for a jewelry piece developed and manufactured to measure?

Please note that special orders subject to a quote and custom production are neither exchangeable nor refundable.

What is the processing time for my return?

The processing time for your return is 15 days. The refund amount will be credited to the payment method used to make the purchase.

How do I plan a return?

To make a return or exchange, contact customer service by email at eshop@akillis.fr or by phone at +33 (0)1 40 13 64 04 (Monday to Saturday, 10:30 am to 7:00 pm UTC+1). We will provide you with the steps to return your jewelry piece.

Can I cancel my order?

To cancel an order, contact customer service (by phone at +33 (0)1 40 13 64 04) within 2 hours after placing your order. Please have your order number ready to facilitate the cancellation process.

Orders eligible to the gift with purchase

Some orders benefit from free products during promotional operations. If the returned products no longer make you eligible for this special offer, please return the bonus product as well.

In the event that this product is not returned, the refund cannot be processed.

SAV

I have a problem with my jewelry piece, what should I do?

If you encounter a problem with your jewelry piece, contact customer service by email at eshop@akillis.fr or by phone at +33 (0)1 40 13 64 04 (Monday to Saturday, 10:30 am to 7:00 pm UTC+1). We will handle your request as quickly as possible.

How do I clean my jewelry piece?

You will find all the instructions for maintaining your jewelry piece on the care tips page of our website.

What is the cost of an out-of-warranty repair on an Akillis jewelry piece?

The cost of the repair will depend on the damages present on your jewelry piece.
Initially, our after-sales service conducts a thorough examination of your jewelry piece and contacts the store to inform them.
The store will then contact you to provide you with the timeframe and a possible quote for the repair of your jewelry piece.

What is the processing time for an after-sales service?

Depending on the jewelry piece concerned and the operation to be carried out on it, the processing time for after-sales service is 4 to 8 weeks. Our customer service will keep you informed of the progress of your jewelry piece's after-sales service.

My cord bracelet has broken, what should I do?

If your cord has been damaged and/or broken, contact us by email at eshop@akillis.fr or by phone at +33 (0)1 40 13 64 04 (Monday to Saturday, 10:30 am to 7:00 pm UTC+1). Our teams will then send you a new cord with an explanatory guide for mounting it on your jewelry piece.

Stores

Where can I find your jewelry?

The list of all our boutiques and all our retailers is accessible in the boutiques section of our website or by clicking here.

What are the opening hours of the Akillis boutique - rue Saint-Honoré?

The Akillis boutique located at 354 rue Saint-Honoré, 75001 Paris is open from Monday to Saturday from 10:30 am to 7:00 pm.

Can I have my jewelry cleaned in-store?

You can bring your jewelry to the store, and our teams will clean it for you.

Contact

Our teams are at your disposal to assist you with your navigation!

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