AE Jewelry

Frequently Asked Questions

MY Command

Creating an account on the AE Jewelry website allows you to check your order status, view your order history online, update your details, manage your AE Jewelry newsletter subscription and take advantage of numerous benefits (invitations to AE Jewelry VIP evenings, previews of AE Jewelry ensures that all your details are kept safe. No personal information will be shared and payment details are not stored.

If you have forgotten the password you use to log in to your AE Jewelry account, please click on the “Forgotten password” link and enter the email address associated with your account.
You will then receive an automatic email to reset your password.

To subscribe to the AE Jewelry  newsletter and receive all the latest news about the Maison and its creations, click the “subscribe” button at the bottom of the homepage on our website. You can then fill out the necessary information and complete your registration by clicking “subscribe”. To unsubscribe from our newsletter, click the “subscribe” button at the bottom of the homepage on our website then enter your email address in the “unsubscribe from our newsletter” section. You will receive an email confirming you have been unsubscribed.

You can make changes to your personal details by logging in to your AE Jewelry account. To do this, click on the small “my account” icon in the top right corner and enter your login details.
If you wish to delete your AE Jewelry customer account, please contact us by telephone at: +33 1 78 42 12 32 or by email at: [email protected].

AE Jewelry Payment and Guaranty

By the French Data Protection customers have the right to access, modify, rectify, oppose, or delete any personal information that concerns them. No information of a personal nature provided by you is collected without your prior consent.
You will be required to submit the following information when you create a 
Your bank details will be required to finalize your order (payment card number, expiration date, and security code).
AE Jewelry only shares this information with third parties involved in preparing and tracking your order (such as your bank and our secure delivery service).

The French VAT of 20% is included in the price of all  AE  jewelry.

All orders placed on jewelry.com are secure. An SSL encryption system has been put in place to protect your personal information and payment details. Your bank details will not be stored on AE’s servers.
In addition, all payments on our website are authenticated by the 3D Secure system for the following card types: Visa, Mastercard and American Express.
During payment, an additional step is added to verify the identity of the card holder and authenticate the transaction.
Please contact your bank if you have any questions about the 3D Secure procedure.

After placing an order on the Jewelry  website, you will receive an email letting you know that your order is being processed. Once we have confirmed your order, we will send you a confirmation email with the invoice.
Your receipt will be sent as soon as your order is confirmed.
You will also receive a paper receipt in the shipment to your specified billing address. If you choose the gift option, the receipt with the price on it will be replaced by a gift receipt inside the package.

Payment will be taken from your bank account as soon as the order has been confirmed. You will receive email confirmation of your order.

When ordering online on the Jewelry website, you can only use one payment card and one payment method per order.

You can pay for your order on the Jewelry website by credit card (Visa, American Express, Carte Bleue, Mastercard, Eurocard) or PayPal.

All transactions made on jewelry.com are secure. A padlock next to the address bar beginning with “https” means that your payment is secure.
Thanks to the 3Dsecure system, the security of payments made with Visa and Mastercard is increased by the “Verified by Visa” and “MasterCard SecureCode” payment methods

Paying for your order in two, three or four interest-free instalments is a payment service offered by Adyen and Alma on behalf of the AE Jewelry  Group, allowing its customers in France to finance their online purchases in three or four monthly instalments using their bank card. This payment service is offered on jewelry.com for purchases from €600 up to a maximum of €5,000 with no additional fees.

If you take out an instalment plan, you commit to paying back the full amount in two, three or four instalments. You can read the general terms & conditions before processing your order on the “Payment” page.

Choose the option to pay in instalments at the payment stage and then follow the steps to get the finance offer. Select this option by clicking on “Pay in several interest-free instalments with Alma” at the payment stage. Choose the desired payment option (two, three or four interest-free instalments) according to the detailed repayment schedule shown. You will then be redirected to our partner’s webpage with a detailed summary of your finance application. Enter your personal details and read the pre-contractual information about the payment plan you wish to take out, then confirm your electronic acceptance by ticking the corresponding box and clicking the “Pay” button. L’étape du 3D sera à valider depuis votre téléphone portable. You must validate the 3D secure from your cell phone.

The only way to guarantee the authenticity of AE jewelry is by purchasing it from an AE Jewelry store, one of our authorized retailers or the Jewelry website. When purchasing AE jewelry, you will be given a receipt and a certificate of authenticity. Please keep these two documents safe.

All AE  jewelry is subject to the legal guarantees in force.
These guarantees do not cover the following: damage resulting from accidents and improper use or misuse of jewelry, consequences of normal wear and tear of jewelry, as well as any damage resulting from repairs or manipulation not carried out by the AE Jewelry workshop.

With proven diamond expertise, Maison AE Jewelry  carefully selects each diamond for its natural beauty. In the secrecy of our workshop, each diamond – whether 0.03 carats or 10 carats – is transformed into creations as timeless as they are contemporary.
At AE Jewelry, diamonds weighing more than 0.30 carats are accompanied by a certificate provided by the Gemological Institute of America (GIA).
The unique character of each diamond is determined by four criteria, the 4Cs: Carat, Color, Clarity, Cut. AE Jewelry only selects diamonds that meet the strictest standards of these criteria.
The Kimberley Process, in force since 2002 and adopted by more than 80 countries, certifies that shipments of rough diamonds crossing an international border between two signatory countries have come from a conflict-free zone. Having signed on to this process, AE Jewelry must meet several conditions in order to certify that all diamonds are cut by legitimate sources based on written guarantees from its suppliers.

At AE Jewelry , we only use 18-carat gold with 75% pure gold. We over-grade* our 75% gold by 0.3% so our customers can be certain of its composition. We have chosen to standardise the price of our jewelry regardless of the gold colour used.
*Over-grading means that we go beyond the required fineness to be absolutely certain of the minimum guaranteed content.

As expert in diamonds, AE  is one of the few jewelry Maisons that manages the entire diamond supply chain.
In terms of mining, some of AE’s diamonds come from its own diamond mine in Namibia, a region renowned for its diamond supply. Other mines have been discovered over the last 30 years in Russia and Canada.
As far as cutting is concerned, the main diamond cutting and polishing centers in the world are Mumbai, Antwerp, Johannesburg, New York and Tel Aviv.
AE Jewelry is also part of the Kimberley Process Certification Scheme, which ensures that all our diamonds are “conflict free”.

My Delivery and Returns

AE  jewelry ordered on the website is presented in its case with an outer box wrapped in a AE ribbon.
Your purchase is shipped securely in a plain cardboard box. Your item will be delivered by our carrier to the delivery address provided during validation of your order within an estimated time frame of 2 to 7 working days.
All our deliveries are secure and will require a signature upon delivery.
Shipping is free with any purchase.

You can track your delivery status from your AE Jewelry account. To do so, log in to your account and click on “My orders”. A “track this delivery” link can be found next to your order tracking number and allows you to check the progress of your order. The tracking link is also included in the email informing you that your order has been shipped.

If you placed your order on the Jewelry website, log in to your account and click “My orders” to check your order status. If your order is marked as “Shipped” and the estimated delivery date has passed, please contact our Customer Service department as soon as possible using the following email address: [email protected] or request a callback from an AE Jewelry advisor at a time that suits you by providing your phone number.

We accept online orders for delivery in the following countries: France, Belgium, Balearic Islands, Luxembourg, Netherlands, Spain, Portugal, Germany, Austria, Ireland, Italy, Slovenia, Slovakia, Croatia, Cyprus, Estonia, Finland, Greece, Latvia, Lithuania and Malta.
For deliveries to other countries, please contact our Customer Service department using the following email address: conciergeriejewelrygroup.com or request a callback from a AE Jewelry  advisor at a time that suits you by providing your phone number

A valuated receipt will be sent to you by email when your order has been confirmed.
You will also receive a paper receipt in the shipment to your specified billing address.
If you choose the gift option when making your purchase from the AE Jewelry online store, a gift receipt will be included instead of the receipt so that the price does not appear in the package.

For any exchange or refund, the jewelry must not have been worn and must be in its original case with the certificate of authenticity and the invoice.
You can return any jewelry to  AE Jewelryfree of charge up, within the following time frames:
– 14 days starting from the reception date for a return,
– 30 days starting from the reception date for an exchange.
To return an order, please contact our Customer Service department using the following email address: [email protected] or via the “Contact us” button found at the bottom of each page on the jewelry website.
You can also contact us in writing by selecting the topic and explaining the nature of your request, or ask for a callback.
For any exchange, you will have to return the jewelry and then place a new order.
Our carrier will then contact you to schedule a time to pick up the package. Your order will be refunded within 14 days following receipt of the product on the condition that your return has been accepted (the jewelry must be returned in its original case, accompanied by its certificate of authenticity, and must be unworn without any engraving).

If the jewelry received doesn’t match what you ordered, please contact our Customer Service department using the following email address: [email protected] or via the “Contact us” button found at the bottom of each page on the AE Jewelry website or request a callback from a AE Jewelry advisor at a time that suits you by providing your phone number.

Any product that has been personalised cannot be exchanged or refunded. Please refer to the General Terms and Conditions for more information.

If the jewelry received doesn’t match what you ordered, please contact our Customer Service department using the following email address: [email protected] or via the “Contact us” button found at the bottom of each page on the AE Jewelry website or request a callback from a AE Jewelry advisor at a time that suits you by providing your phone number.

If the AE jewelry isn’t right for the recipient, please retrieve the package and return it to us (within at most 14 days following receipt) so that you can place a new order.
If you are a customer resident in the European Union, you have the right to withdraw from your AE Jewelry purchase within 14 days without justification. This withdrawal period expires 14 days after your order has been received either by you or by a third party (not including the delivery service).
To exercise your right of withdrawal, please contact our Customer Service department using the following email address: [email protected] or via the “Contact us” button found at the bottom of each page on the AE Jewelry website. You can request a callback from a AE Jewelry advisor at a time that suits you by providing your phone number.
If you change your mind within the given time frame of 14 days, we will refund any payments received including delivery costs as quickly as possible. Refunds will be issued via the same payment method used during the initial order.
Refunds will only be issued on receipt of the returned order or after receiving proof that you have sent the package back to us.

Any product that has been personalised cannot be exchanged or refunded. Please refer to the General Terms and Conditions for more information.

My Services

AE Jewelry offers an engraving service to personalize most of our creations with a message, a name or a date (22 characters maximum). As all AE  jewelry pieces are unique, some items cannot be engraved. When you place an order on the Jewelry website, you will have the option of adding the engraving service. Otherwise, we recommend visiting the AE Jewelry store of your choice for more information.
Warning: personalized jewelry is non-returnable.

Before confirming your order, you will have the option to write a message that will be printed on the AE Jewelry card and included in the package.
If you do not wish to write a personalized message when you finalize your order, a blank AE Jewelry card and envelope will be included in the package.

If you wish to order a custom-made piece of jewelry from our wedding collection, please contact your nearest AE Jewelry  boutique. One of our ambassadors would be delighted to help you.

You can make an appointment at any time in any official AE Jewelry boutique by telephone or email. To do this, please use the store locator on our website to find the contact information for each boutique.

To choose a size for your jewelry, please refer to our size guide, which can be found in each product description and via the“Services” button at the bottom of each page on the website.

To get your AE  jewelry serviced (cleaning, checking the mounting, etc.), please visit an AE Jewelry  store or an authorized retailer of your choice and present the certificate of authenticity for your jewelry.

To fix the problem as soon as possible, please visit a AE Jewelry store or an authorized retailer of your choice with your certificate of authenticity. Our jewelers will then be able to conduct a thorough examination of your jewelry and provide the appropriate service.

Customer Service is available to answer your questions via the following email address: [email protected]. You can also write to us using the “Contact us” button found at the bottom of each page on the AE website.

My AE Jewel

Always ensure that the fastening of your necklace or bracelet is working properly.
Be sure to check the central stones regularly by gently shaking the jewelry piece. To check the setting, run your finger over the stones. If you hear a slight clink or if you feel the stones moving, we recommend that you do not wear your jewelry piece and have the setting checked.
If in doubt, we recommend that you do not wear it and that you take it to an  AE Jewelry boutique or to one of our authorized retailers to carry out a check.

When not worn, jewelry must be kept in its AE Jewelry case or a soft pouch to protect it from any impact or scratches. Precious jewelry can be scratched if in contact with another jewel.
We recommend that you only ever place one piece of jewelry in a case at a time to avoid the pieces from rubbing. When returning your necklace or chain bracelet to its case, always ensure that your jewelry piece is locked to avoid a knot from forming. .

To restore sparkle to your diamonds, we recommend that you gently clean it under warm water with a small, soft-bristled brush and a mild black soap. This will allow little bits of dirt and dust to be removed without damaging the jewelry piece.
If despite this cleaning, you still consider the moving diamonds on your Move jewelry piece no longer move as well as before or if your piece is dull, take it to a AE Jewelry boutique or one of our authorized retailers. According to the state of your jewelry piece, our workshop will provide either a “Shinning” service or will consider the possibility of an additional polishing and rhodium-plating treatment.

To bring the sparkle back to your jewelry:
– Spray it with a little of the cleaning solution.
– Clean your  AE  jewelry using the bamboo brush, gently scrubbing the inside and between the stones. This soft bristle brush was meticulously selected by AE Jewelry  to avoid scratching your jewelry.
– Then rinse your jewelry well with clear, warm water
– Wipe your piece with the cloth to remove any remaining residue.

Be careful not to use the cleaning solution on anything other than gold and diamond jewelry, as this may permanently damage your jewelry.

We advise you not to use any liquid on our AE  jewelry containing: colored stones, wood, mother-of-pearl, leather or cord bracelets. Please note that this cleaning kit is also suitable for our titanium jewelry.

With regular cleaning, your jewelry will sparkle for longer. If, however, your jewelry shows signs of wear or scratches over time, we invite you to come and visit us at one of our boutiques where we will assess the need for a repair. We recommend taking your jewelry to one of our boutiques once a year so that we can check the stone settings and offer you a shining service.

In our boutiques as well as online, AE Jewelry offers an engraving service to personalize your jewelry piece with a message, name, or date. The size of the engraving and the number of characters depend on the model. Do not hesitate to contact us for more information.
Please note, that a personalized jewelry piece cannot be returned.

We recommend that you visit one of our boutiques once a year so we can service your jewelry piece. We can also clean your piece, providing a boost of radiance.

Everyday use and wear and tear can mattify the surface of your jewelry piece. Polishing your jewelry piece is possible, and even recommended, to help your jewelry piece regain its original shine. However, with each polishing, a thin layer of metal is removed. This is why we recommend that you limit this to 2 to 3 times throughout the jewelry piece’s lifetime. .

AE jewelry pieces are subject to the legal warranty in force in the country of purchase. In addition to this, the Maison guarantees its products against any manufacturing defects for a period of two years from the date of purchase. If the product is returned within this period, the Messika Maison will repair or replace the defective jewelry piece, or certain elements of the piece, for free and within a reasonable amount of time following the return of the product. Once the guarantee has expired, any repair will be charged.

In force since 2002 and signed by more than 80 countries, the Kimberley Process Certification Scheme ensures that any rough diamond crossing an international border between two signatory countries has not originated from a war zone. By adhering to this scheme, the Messika Maison certifies that all its diamonds come from legal sources, member countries and that the money from their sale does not finance military activities.

Love and Engagement

Need help choosing the size of your diamond wedding ring? Discover our ring size guide, available in the “Services” section at the bottom of the page or on each ring product page on jewelry.com.

Your fingers are more swollen towards the end of the day, which is why we recommend that you take your measurements at different times of the day before choosing your ring size. If you can’t decide between two sizes, we recommend that you choose the larger size. The size of your diamond wedding ring depends on your personal preferences and comfort.

We can send you a ring size guide by post. It comes with a little plastic tab, so all you have to do is slip it over your finger, slide the end into the little magnifying glass on it and read the correct size. Our concierge service is available by telephone on +33 1 78 42 12 32 or by email at conciergerie@jewelry group.com

You can also visit a AE Jewelry boutique or one of our authorized retailers for more advice and to get a more accurate idea of what it looks like in real life.

There are several popular metal options for diamond wedding rings, each with its own benefits and aesthetic characteristics. Metals commonly used for wedding rings include white gold, yellow gold, pink gold and platinum. White gold and platinum offer an elegant, classic and timeless look. Yellow gold gives a warm, traditional and radiant aesthetic. Pink gold is a refined and glamorous choice. The choice of metal for your AE Jewelry diamond wedding ring depends on your personal preferences and style.

It’s important to take good care of your diamond engagement ring. As it is a delicate and precious piece of jewelry, we advise you to avoid wearing it during strenuous physical activity or household chores. Clean your diamond ring regularly with soap and a soft bristle brush. Have your diamond ring checked in a boutique to ensure that the diamond is well set and get it polished if necessary. Store it in a safe place when not in use to avoid scratches. To find out more, discover all our best practices for looking after your diamond wedding ring in our care guide.

There are two factors to consider when choosing the right diamond for your engagement ring.
– Firstly, refer to the 4Cs, the standard criteria that define the rarity of a diamond.
– Do you prefer brilliant-cut or emerald-cut diamond rings? Which shape goes best with your style?

Please consult our guide to the 4Cs or our diamond size guide to help you make your choice.

To help you choose the right size for your engagement ring, please consult our size guide, available in the “Services” section at the bottom of the page or under each product page on the Messika.com website.

Your fingers are more swollen towards the end of the day. We therefore recommend that you take your measurements at different times of the day before choosing your ring size. If you can’t decide between two sizes, choose the larger one to avoid choosing a ring size that’s too tight.
If in doubt, we can also send you a ring size guide by post. All you have to do is slip it over your finger, slide the end into the little magnifying glass on it and read the correct size. For more information, please contact our concierge service by telephone on +33 1 78 42 12 32 or by email at [email protected].

To make sure your ring fits perfectly, please visit one of our AE Jewelry boutiques to check your size before making your decision.

AE JEWELRY

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FREE RETURNS

Returns within 14 days are offered for all orders

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