You are here :
  • Home >
  • Customer Service

Customer Service

  1. Contact us
  2. Method of payment & security
  3. Send a gift
  4. Track your order
  5. Shipping
  6. Returns & exchanges

 


1. Contact us

If you have any questions regarding your order status, product information, or general questions, please e-mail or call our customer service following this link :

Contact Salomé Osorio


2. Method of payment & security

  • Method of payment

We accept CB, Visa, MasterCard, American Express credit cards and Paypal.

 

  • Security

Protecting your order information is one of our highest priorities. SALOMÉ OSORIO protects your online order information by using Secure Socket Layer (SSL) technology, an encryption technology that works with Microsoft Internet Explorer, Mozilla Firefox, Chrome, Opéra et Safari browsers so that your personal information cannot be read as the information travels over the Internet.

The checkout and confirmation areas of SALOMÉ OSORIO are also secured using SSL technology. This technology is the most advanced security technology available today and ensures that your credit card number and personal data are never sent over the Internet unencrypted.
Once we receive your credit card information, it is immediately securely stored in its encrypted form in our data center. Once it is encrypted, no one except the credit card authorization company can decrypt it. Your credit card number is never displayed on our site - only the first digit and last four digits will ever be shown. Therefore, we believe you can have full confidence in the security of your transactions while shopping with SALOMÉ OSORIO.
Besides, our Customer Care Associates only have access to the first digit and last four digits of your credit card number, and its expiration date.

Shopping online with your credit card is actually more secure than using it in a department store. In addition to this level of security provided by SSL technology, all credit card numbers are stored on a computer that is not connected to the Internet. Your complete credit card number is transferred to this secure machine that is not accessible by network or modem, and the number is not stored anywhere else.

 

3. Send a gift

Sending a gift with SALOMÉ OSORIO is a wonderful way to show someone special your appreciation.
Note that our jewelry and most of our items are delivered in a beautiful box.
Suring step 2 of the checkout process (Step 2 : Your details), you will be asked whether you would like to send a personalized message for specific products in your order. If you wish to send gifts to several recipients, please precise it in the “Message” field.

You may also request blank cards in the “Message” field so you can hand-written your message directly.


4. Track your order


You will receive two e-mails following the placement of your order.
The first one confirms that your order was received (description of the products, price, quantity) and will include an order tracking number.  
The second one confirms the shipment.

Once you receive your tracking number from us, you can track your package online by visiting the “Order Tracking” section available from “My Account” section.
If you have not received the first e-mail within 24h after placing your order, please e-mail or call our customer service following this link :

Contact Salomé Osorio


5. Shipping

SALOMÉ OSORIO ships your order internationally via UPS and Post Office.
By placing your international order, you agree to be charged the below fee, based on the region of destination.

 

Shipping via Post Office

DESTINATION

DELIVERY ESTIMATE

SHIPPING CHARGE

France

48h to 72h(1)

Between 3,5€ et 8€

(free shipping for orders over 120€)

European Union, DOM, Switzerland

2 to 4 Business days(1)

Between 5€ et 12

(free shipping for orders over 120€)

Rest of the world

5 to 15 Business days(1)

Between 6€ et 14

(free shipping for orders over 120€)

(1) Delivery time not guaranteed

 

Shipping via UPS

DESTINATION

DELIVERY ESTIMATE

SHIPPING CHARGE

France

24h(2)

30€

European Union, DOM, Switzerland

2 to 4 Business days(2)

70€

Rest of the world

2 to 5 Business days(2)

130€

(2) Guaranteed delivery time

 

N.B : Delivery estimate is based upon date of order confirmation.
At this time, we do not ship to post office boxes and hotels.


  • International Shipping: Timing & duties


Since international shipments are subject to verification, paperwork and certain credit card security checks, please allow up to 10 business days for your item to ship. All duties and taxes are the recipient's obligation. The recipient will be required to pay the duty or VAT upon delivery. Due to import duty valuation adjustments and currency valuations, we are unable to provide an estimate for duty or VAT. Yet, if you have any questions please e-mail or call our customer service following this link :

Contact Salomé Osorio

N.B : We will request signature at delivery. Please be sure a person is able to receive the package at your delivery address.

  • International Shipping: Refused shipments


If for any reason you refuse delivery or do not respond to a delivery notice, your credit card may be charged for the full amount of the transaction. Please review carefully duties and taxes prior to the shipment of your package.
Because international orders are subject to special security checks and export regulations, we reserve the right to cancel any international order. We will contact the customer who placed the order to notify them of the cancellation, providing a viable contact e-mail address has been given to SALOMÉ OSORIO.

Cancellation reasons may include :

- Payment cannot be cleared through the card details provided and requests for further information are not answered within a reasonable time frame.
- Insufficient delivery address details are provided and we have received no reply to our request for further information.
- Risk of fraudulent transaction.
- Order and order details conflicts with specific French export regulations.

Customers are responsible for shipping costs as well as any duties on refused items. 



6. Returns & exchanges

If for any reason you are dissatisfied with any product(s), you may return it within 7 calendar days based upon date of order delivery. We will refund you for the original purchase price (including the shipping in
accordance with Châtel law that came into force on June 1st 2008).
This 7-day Guarantee only applies to full price items.

N.B : We cannot accept the return of any item with an indication that it has been used or that has not been sent in its original package.

 

  • Make a Return

Customers may return SALOMÉ OSORIO merchandise by mail following our return policy.
Fill out, detach, and keep the top of the invoice delivered with your order. On the back of the form, list the item(s) you are returning and indicate the reason for your return. Be sure to include the bottom of the invoice as you pack your return securely in the original package. Mail the package to:

SALOMÉ OSORIO, atelier
7, Rue Grande
77570 BOUGLIGNY
FRANCE

Customers are responsible for shipping costs as well as any duties on returned items. SALOMÉ OSORIO will not accept C.O.D. returns. Returns sent from international addresses take up to five weeks to process after the package is mailed. The credit to your account should appear within one to two billing statements.
SALOMÉ OSORIO cannot refund tax and duty costs for www.salomeosorio.com orders delivered to international addresses. You will only be refunded for the total amount of the merchandise.