Clientservice - Guarantee

Introduction

Our website is available to you at all times. We have tried to make it easy for you to navigate and easy to make purchases on. Every precaution has been taken to give you the best guarantees of quality (expertise, quality of materials, aftersales service, warranty on defects and individual items) and security (secure payment, tracked despatch, signed for delivery).

We make every effort to maintain constant alignment between our physical stocks and stocks on the website, so that you can order the piece of jewellery of your choice at any time. We also want you to be able to enjoy your purchases as quickly as possible. Your orders are shipped the same day or the day after your payment is received. All items are sent in appropriate packaging that protects both your purchase and the environment. Every order is wrapped securely and distinctively in the spirit of Tiroir de Lou.

Quality Tiroir de Lou

All Tiroir de Lou products are genuine items of jewellery. This means they have been carefully thought about, designed, created and handmade at our workshop in Brussels. Items of the Amulet class are designed and assembled in our workshop using parts made from brass or silver, either Gold-plated or Silver-plated 925 Non-oxidising. Jewellery in the Nugget class are designed and made totally in our workshop using exclusive Tiroir de Lou parts made from Silver 925. The items may be Gold-plated (5 microns 18 ct) or rhodium-plated, or made from Gold (14 or 18 ct). They are signed with the stamp of our hallmark, registered with the Office of Guarantees at the Royal Belgian Mint. All Tiroir de Lou creations are authentic and exclusive to the range. They are manufactured with the greatest care using handicraft methods developed over a number of years of experience.

Warranty 2018

In addition to providing outstanding authenticity, Tiroir de Lou also pays great attention to the quality of its jewellery. This quality is extended by conscientious aftersales service and a very long warranty period. As well as benefiting from the statutory compliance warranty and the statutory hidden defects warranty, jewellery from Tiroir de Lou also comes with a comprehensive Omnium TDL warranty. This warranty covers any assembly or finishing defects in Amulet-class items for 1 year, and 2 years on Nugget-class items, from the date of delivery.

However, to enable you to benefit from this warranty, we ask you to comply with the warranty activation procedure.

Any defect or fault must be notified by the customer as quickly as possible and at the latest before the warranty period expires, either to Tiroir de Lou (by e-mail to info@tiroirdelou.com) if the item was purchased from the www.tiroirdelou.com website, or to the shop that sold the item. Once this period has expired, the warranty no longer applies.

Once the defect has been reported, the customer has a period of 15 days to return their purchase, either to 2Z Concept srl, rue Joseph Wauters 19, 1030 Schaerbeek, with the postmark providing proof of postage, or to the shop that sold the item to the customer.

The cost of carriage will be borne by the customer. The customer is advised to provide appropriate packaging in order to protect the returned item properly, as well as to select a good, trustworthy carrier. The risk of loss or damage associated with the carriage will be borne exclusively by the customer.

If a defect is confirmed in the product, the customer will be compensated by Tiroir de Lou, either by repairing the defect or by replacing the item.

The warranty does not cover the renewal of lost items or the deterioration of any surfaces caused by dirt or acid, or damage caused by physical misuse. An item of jewellery damaged by visibly abnormal or non-compliant use is not covered by this warranty. Under no circumstances will the item be refunded.

Aftersales service

No customer who has purchased an item of Tiroir de Lou jewellery will ever be left to their own devices. They can always contact Tiroir de Lou through the general e-mail address: info@tiroirdelou.com. This address is monitored at all times, both by the sales department and by the aftersales service. We guarantee a response within 24 working hours. Our aftersales service answers questions about:

• Information
  
• Cancellation
• Exchanges
• Repairs
• Adjustments

Information

Tiroir de Lou will do everything it can to keep customers informed about all their questions relating to products and services. Customers will find a description of the product at www.tiroirdelou.com

Cancellation / cooling off

For all items purchased at the www.tiroirdelou.com website, Tiroir de Lou allows its customers a period of 14 calendar days to return a product that is not satisfactory, without any penalty or additional costs, except for the return charges. This period begins to run from the day on which the Customer?s order is delivered. Within this period the Customer is required to notify Tiroir de Lou by e-mail sent to info@tiroirdelou.com of their decision to return the item(s). The Customer then has a maximum of 15 days to return the items to 2Z Concept, Rue Joseph Wauters 19, 1030 Brussels, Belgium. This right of cancellation can only be accepted for items received back by tiroirdelou.com in identical condition to the original condition and in their original packaging (except for made-to-measure items or gold jewellery, in this case we only accept an exchange). Items that are returned incomplete, spoilt, damaged or soiled will not be taken back. If items are returned improperly, Tiroir de Lou reserves the right to refuse subsequent orders. Tiroir de Lou advises the Customer to return the products using a trusted carrier. The Customer is advised to return the goods by recorded delivery, with tracking code and, if appropriate, to take out insurance with the carrier for the retail value of the goods. Tiroir de Lou declines any responsibility regarding the risks associated with the carrier tasked with returning the product(s). The value of the items returned will be reimbursed using the method of payment agreed with the Customer or in the form of a credit note to deduct from any future orders. Tiroir de Lou aims to refund any cancellation in cash within a period of 30 days and up to the net purchase value, minus transaction charges as appropriate.

Échange

Tiroir de Lou agrees to exchange any item with another item from the brand. A request to exchange will only be accepted if the items received back by tiroirdelou.com are in identical condition to the original condition and in their original packaging. Items that are returned incomplete, spoilt, damaged or soiled will not be taken back. If items are returned improperly, Tiroir de Lou reserves the right to refuse subsequent orders.

In order to give the Customer maximum freedom of exchange, the exchange procedure has been defined as follows:

1° the Customer will notify the request for exchange via the general e-mail address at info@tiroirdelou.com. The Customer is invited to notify Tiroir de Lou of the reason for the exchange.

2° returns for exchange should be sent to the following address: 2Z Concept - Rue Joseph Wauters 19, 1030 Brussels. Customers are strongly recommended to send the item in a padded envelope with barcode. Tiroir de Lou does not accept liability for the loss or any damage caused to the package while it is being returned.

3°  as soon as the return package is received in good order, the Customer will receive an 8-character coupon code for the value of the return jewellery. The validity of coupon codes is not limited in time. The Customer can then redeem the value of the coupon code by placing a new order for the item of jewellery of his/her choice by entering the coupon code at the shopping basket stage. The value of the coupon code will be deducted from the Customer's order.

Répair costs

Under warranty /  The cost of returning the item to our Workshop will be borne by the Customer. The cost of labour and return carriage is free of charge. The cost of replacing missing parts will be borne by the Customer.

Not under warranty / The cost of returning the item to our Workshop will be borne by the Customer. The cost of labour and return carriage will be charged. The cost of replacing missing parts will be borne by the Customer.