FAQs
We are always here for you
SOME PRODUCTS
What is the composition of your jewelry?
We favor jewelry made from recycled 925 silver , vermeil (gold on recycled 925 silver), or recycled gold-plated brass with a thickness of 5 microns (equivalent to that of vermeil) , thus promoting the recycling of precious metals and ensuring the durability of our pieces.
For those wanting more high-end creations, we also offer pieces in recycled 18k gold, recycled 24k gold, white gold vermeil silver, or platinum.
However, it is important to note that some creations are only available in one color, silver or gold, depending on the model, in order to remain faithful to the expression of the design.
For any questions, please do not hesitate to write to us at: clients@ylenofficial.com .
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Can your jewelry cause skin allergies?
As a brand committed to the well-being of people and the protection of the environment, our jewelry is designed without allergenic metals, such as nickel or lead. Our French partners provide us with high quality precious metals, allowing you to wear our creations with complete peace of mind and without risk.
If you are allergic to certain metals , we invite you to read the product description carefully before purchasing or contact our customer service.
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Is it possible to buy a pendant without the chain?
Yes, in the majority of cases we can offer this option.
For more information, our customer team is available to you via clients@ylenofficial.com .
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PROCUREMENT
How do I receive my 10% discount?
By subscribing to our newsletter, you will receive a 10% discount code by email. It may be classified as spam.
If you have any concerns, our team is here to help you at clients@ylenofficial.com .
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Can I use multiple discount codes?
Only one discount code can be applied per order. It is not possible to combine them with other promotional offers.
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Where can I see your jewelry in person?
We are currently working on our points of sale and boutique, but we organize pop-up stores from time to time.
Stay tuned to ourInstagrams for updates on our next event!
There will be surprise products available exclusively during our pop-up stores.
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What are the forms of payment accepted ?
We accept various payment methods, such as Visa, MasterCard, Credit Card, American Express, PayPal, Klarna, etc. , in a secure environment to protect your transactions.
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Do I have to pay customs fees?
Unfortunately, for orders outside the European Union, customs fees are not covered by our service.
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What are the customer service opening hours?
Our team is here to assist you from Monday to Friday, from 10 a.m. to 5 p.m., by email at clients@ylenofficial.com and soon via WhatsApp.
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THE DELIVERY
Do you offer international delivery?
Absolutely, we ship to many countries and regions. For full details regarding delivery options and costs, see our delivery policy .
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How long does order processing take?
Each piece is made fresh for your order within 7-10 business days after confirmation.
Then it is carefully hand-packed by our dedicated team and then entrusted to a reliable delivery company to ensure safe arrival.
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How long does order delivery take?
Delivery of your orders varies depending on the destination and the delivery method chosen.
For shipments to France, we use Colissimo , guaranteeing delivery within 48 working hours.
For international deliveries with DHL , delivery times may vary from 2 to 20 days depending on the destination.
For more specific information, we invite you to consult our delivery policy .
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How do I change my delivery address?
If there is an error in your shipping address, please email us at clients@ylenofficial.com before your order ships , so we can correct it to ensure your package arrives safely .
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RETURNS & EXCHANGES
What should I do if I am not satisfied with my purchase?
We offer you the possibility of returning your purchases within 14 days if they do not bring you complete satisfaction.
Please contact us within two weeks of receipt to arrange your return.
We would like to point out that earrings, for hygiene reasons, are not eligible for return.
For all the details regarding your returns, we invite you to consult our returns & refund policy on our site.
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Who covers the return costs?
If the return is due to an error on our part, we will cover the return shipping costs.
In the case of returns for personal reasons, the costs will be your responsibility.
For more information, please see our returns & refund policy.
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SECURITY & PRIVACY
Is the security of my personal information guaranteed?
Your privacy is a top priority for us. We treat your personal information with the utmost care and security, ensuring that it will never be shared without your explicit consent.
To discover all the measures we put in place to protect your data, we invite you to consult our confidentiality policy available on our site.
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Contact
Still questions?
We are always here for your questions and concerns :)
By email: clients@ylenofficial.com