Frequently Asked Questions

When will I receive my order?

Your order will leave the workshop within 24 to 72 hours, Monday to Friday. Once shipped, it generally arrives within 48 to 72 hours if you live in France, and within 3 to 7 days if you are abroad. During sales and promotions, order volumes are higher: it may therefore take a little longer for yours to be dispatched.

Glass icons are gilded to order: please allow 3 to 6 working days depending on the period before shipment. Decade rosaries are made to order in approximately 6 weeks: if ordered with other jewelry, everything will be sent together, so to receive the rest quickly, please place two separate orders. For an urgent date, call the workshop before ordering to check feasibility. Details in our shipping policy and our T&Cs (articles 9 to 11).

What are the shipping costs and methods?

Shipping for jewelry is free on purchases of €140 or more in France (excluding icons). Otherwise, the shipping contribution varies according to the chosen method:

• La Poste, tracked mail: €3.90 up to 100g, €6 up to 250g,
• ChronoRelais (drop-off point): €5.90 up to 1kg, €6.90 up to 3kg,
• Chrono13 (delivery by 1:00 PM the next day): €12 up to 500g, €14 up to 3kg,
• Icons are shipped in a padded box via Chronopost, with a contribution of €15.

For security reasons, we do not ship to P.O. boxes or Cedex addresses. The exact costs are displayed before payment (shipping policy, Terms and Conditions article 10).

Do you ship internationally?

Yes, we ship worldwide via Chronopost, in 3 to 7 days depending on the region. The rate is displayed as soon as you enter your address. Outside the European Union, customs duties and taxes may be requested by your country: these remain your responsibility, please check before ordering. If the parcel is refused due to non-payment of these fees, the amounts charged to retrieve it will be deducted from the refund (T&Cs article 12).

How do I track my package, and what should I do if there is an issue?

You will receive an email as soon as your order leaves the workshop, containing a tracking number to locate it. For any questions, please write to us via the contact form, including your name and order number (rather than through social media, where pseudonyms prevent us from finding you).

• Delayed package or tracking stuck: contact us. La Poste only opens an investigation 15 days after shipment; we will initiate it on our end, and you can also call 36 31 from France.
• Package marked as delivered but not received: check with your neighbors or in another mailbox, then let us know. If it is not found within 30 days, we will refund you or reship your order, at your choice.
• Damaged package: record your reservations with the carrier and write to us promptly at contact@fleurnabertcreations.com, including photos.

If your order does not arrive within 10 business days (15 internationally), your rights are detailed in our Terms of Sale (articles 11 and 13).

Can I modify or cancel my order?

Write to us as soon as possible via the contact form: as long as your package has not been dispatched, we will do our best.

I have a discount code, where do I enter it?

In your shopping cart, there is a small box where you can enter the code. In the next step, the discount will appear in the "Order Summary" and the total will be updated. Some offers are applied automatically to the cart without a code: this will be specified in the site banner.

Can I change my mind?

Of course, just like in real life! You have 14 days after receipt to withdraw, without having to provide a reason, and you can try on your jewelry just as you would in a boutique. Would you prefer an exchange? Simply let us know. The only exceptions are engraved jewelry or pieces made to your specifications, which cannot be returned, and the rose decade ring from our jewelry collection, which can only be exchanged once.

How do I make a return or exchange?

Notify us via the contact form with your name and order number (stating the reason is optional). 

Then, return the jewelry within 14 days to: Fleur Nabert créations, 27 rue Édouard Nortier, 92200 Neuilly-sur-Seine. A tracked and well-protected shipment is recommended; keep your proof of postage.

Return shipping costs are your responsibility, unless the jewelry is defective or we have made a mistake: in which case we will cover them. If you return the entire order, we will also refund the delivery, at the tracked mail rate; in the case of a partial return, only the price of the returned jewelry is refunded. The refund will arrive within 14 days to your original payment method, never as store credit; for a gift, it is made to the person who placed the order. Full terms and conditions: return policy and T&Cs article 14.

My piece of jewelry is damaged, can you repair it?

Your jewelry is guaranteed for two years from the date of delivery, provided that the care instructions have been followed, in addition to statutory warranties. To take advantage of this, contact us via the contact form with your name and order number. After these two years, a piece of jewelry can still be repaired: send us a photo and we will offer you a suitable repair package (T&Cs article 15).

Are the medals sold with a chain?

The medals are sold without a chain, unless otherwise stated on the product page: this allows you to wear them on a chain you already love. If you need one, you can find gold and silver chains in our Chains collection, to be added to the same cart. Chain lengths and ring sizes are specified on each product page.

Does the gold plating last well? What is gold filled?

Yes, yes, and yes! I hate jewelry that loses its plating, so I have chosen materials that last: 3-micron gold plating done in France (the maximum for costume jewelry), gold filled, and stainless steel. Only solid gold is gold all the way through, but it costs 10 to 20 times more.

Gold filled is a thick layer of gold, bonded to brass through heat and pressure, rather than being deposited by a simple bath like standard gold plating. It accounts for at least 5% of the jewelry's total weight, making it much more resistant to wear. This technique comes from the United States. GF image link

Are the pieces of jewelry suitable for sensitive skin?

Yes! I have chosen nickel-free and hypoallergenic materials, so that everyone can wear my jewelry every day, even with sensitive skin. If you have a specific allergy, please do not hesitate to write to us before ordering: we will tell you exactly what the piece of jewelry you like is made of.

Are the pieces of jewelry fragile or heavy?

Not at all when it comes to the resin jewelry. As a mother of three, I wanted jewelry that could withstand everyday life! It looks like glass without the fragility. And even the large earrings are lightweight: the resin is light as a feather. 

How do I care for my jewelry and icons?

Three rules apply to all jewelry:

• Avoid contact with perfumes, cosmetics, and detergents.
• Remove your jewelry before showering, swimming, and exercising.
• Clean them with a soft, dry cloth and store them in a jewelry box when you are not wearing them.

How is my jewelry packaged?

I take great care with every shipment, as I would in a human relationship. Each piece of jewelry is sent in an organza pouch with a botanical element, and icons are shipped in a reinforced box. Each piece of jewelry also comes with a double-sided scented card: the meaning of your jewelry on one side, and a beautiful spiritual quote on the other, perfect for slipping into a book or Bible.

For gift-giving, the Art of Giving collection offers gift boxes, pouches, and bags to present your gift. For an icon given as a wedding, baptism, or communion gift, a bag allows you to carry the icon, its base, and its certificate to the celebration venue.

Can I have a gift delivered directly to someone?

Yes. When placing your order, simply provide a delivery address that is different from your billing address. To send two gifts to two different people, please place two separate orders: the site only manages one delivery address per order. Invoices are not sent with your orders.

Are you a retailer?

Write to us at contact@fleurnabertcreations.com to discover our trade terms.

Who makes the jewelry?

I am a sculptor and I design every model; a small team of craftswomen creates them by hand in my studio in Neuilly-sur-Seine. No machines, no industrial processes: every piece passes through human hands, and the hand never repeats the exact same gesture, meaning that each piece of jewelry is unique. I create all of the glass icons myself at the studio of my master glassmaker, Bruno Loire, in Chartres. Learn more about Fleur.

Can we see the jewelry in stores?

Yes, and in more and more locations, including the boutique at Notre-Dame de Paris! Find the list on the Points of sale page. With over 200 items, only our website offers the entire collection for immediate delivery: if you are looking for a specific model, please check with the retailer to see if it is in stock.

Can we visit the studio?

The studio is not a shop, but you are welcome to come by to try on jewelry or pick up an order by appointment. Simply write to us via the contact form.