FAQs

Forms of payment
Which forms of payment are available?

In order to make your purchase as convenient and secure as possible, we offer a range of payment options:
Credit card or Debit Card (MasterCard, VISA, MAESTRO).

Credit Card / Debit Card

Your credit/debit card will be charged on shipping of your order.

What is 3D Secure?

To guarantee the best possible protection of your data, your credit card information will be transferred in encrypted form and will not be saved by us. Furthermore, our payment system is 3D secure certified. The 3D secure system protects your credit card details with a security code.

Delivery
Which countries does the Desoir Online Store deliver to?

Delivery of Desoir products is currently available throughout United Kingdom. Delivery to all other countries are currently unavailable and will be added in the future.

Which forms of shipping are available?

Shipment is processed by Royal Mail and available as Standard or Next Day Delivery.

What are the shipping costs?

Standard Shipping- £3.99
Next Day- £11

Can I track the status of my delivery?

You will receive shipping confirmation via e-mail with a tracking number. You can use this tracking number to track your order directly via the Royal mail website https://www.royalmail.com/track-your-item

Returns and exchanges

You can return a product ordered to the Desoir Online-Shop within 14 days of receipt without providing a reason. To ensure that we can process your return as quickly as possible, we recommend that you use the return process as described as follows. Please fill in the returns form and enclose it in your return package. Return costs are borne by the customer.

Please address all returns to:

DESOIR UK LTD.
Suite 8, 59-60 Belsize Park House
Belsize Park
London,
NW3 4EJ

For more information, please contact our Customer Service team via email on:
desoir@desoir.com
We are available from Monday – Friday from 9.00 am to 17.00 pm.

Can I exchange a product for another size?

To ensure that we can process returns as quickly as possible, we are not able to exchange your return for another item. If you would like to exchange your product for another size/product, please place a new order and return the item that doesn’t fit.

Data protection and security
What data will be stored?

Protecting your personal details is a top priority for us. For this reason, the Desoir Online Store has an SSL encryption to ensure that your details are transferred securely. Credit card information is never stored. You can view, edit or delete your personal data saved in the “My Account” area at any time.

Will my data be passed on to third parties?

We assure you that your data will be treated with the strictest confidence. We take it as a matter of principle that we will not share your data with third parties, unless it is absolutely necessary for processing your order. This includes, for example, passing on your address details to the transport service provider. Furthermore, your details will not be transferred to any other companies or organisations at any time without your consent.

Ordering
Can I place an order over the phone?

You can submit your order around the clock at the Desoir Online Store. Unfortunately, it is currently not possible to place an order via e-mail, telephone or fax. If you have any questions about placing an order online, our customer service team is available by phone from Monday – Friday from 9.00 am to 17.00pm + +44 (0)20 (United Kingdom).

How can I cancel an order?

Please be aware that we would like to process your order as quickly as possible. For this reason, cancellations can only be made on the day the order was placed. For any enquiries regarding cancellations, please contact our customer service team. Additionally, you can also make use of your right of return once you have received your order and send back the item.

Where can I find an overview of all my orders?

You will receive your order details by email after placing your order and the terms and regulations with a shipping confirmation email. In addition, you can view your order and returns details within your “My Account” area.

Vouchers
How can I redeem a voucher?

If you have received a voucher code, you can redeem it conveniently as part of the “Check Out” step of the order process. Enter the relevant code in the field provided. If the voucher entitles you to a discount, the amount will be deducted directly from the total sum of your order. If your voucher entitles you to receive an exclusive gift, this will be added to your order free of charge. Please take note of the Terms and Conditions of redemption and the validity of your voucher. Generally, vouchers may only be redeemed once and cannot be combined.

Product information Handling:

Remove jewellery when doing household work: To prevent jewellery from damage, remove it while performing tasks that could bring it into contact with chemicals or with rough surfaces. Be sure to remove your jewellery before doing household tasks such as gardening and cleaning.
Prevent your jewellery to be in contact with cosmetics: Chemicals found in cosmetics can damage your jewellery. As far as possible, try to avoid perfumes, lotion, hairspray and other such items from coming into contact with your jewellery.
Don’t wear jewellery in swimming pools: Chlorine agent found in swimming pools can react with the metals and gemstones, possibly distorting the colour of the metals and erode the finish of the gemstones. So, remember to put your jewellery away before entering the pool.
Remove jewellery before playing sport: Jewellery can be damaged while doing sports and, at the same time, jewellery can damage other players around you. Remember to remove all jewellery before playing sport.
Remove your jewellery before showering: soap can cause a film to form on top of your jewellery. We advise you to avoid allowing soap to come into contact with your jewellery in order to preserve its lustre.

Your personal customer account
What is “My Account”?

“My Account” is your personal area in the DESOIR Online Store. Registration is free and contained within the order process. You can also register at any time without placing an order by selecting “My Account” in the menu.
With “My Account” you can manage your data whenever you like. The following functions are available, among others:
Change your invoice and delivery addresses
Change your password or your e-mail address
Get an overview of your order history

What happens if I’ve forgotten my password?

Anywhere you are prompted to enter your password, you will find the “Forgot your password?” link. If you have forgotten yours, simply click on this link and enter the e-mail address you used to register for the Desoir Online Store on the page that follows. We will immediately send you an e-mail containing a link to the page where you can change your password.