1. ONLINE STORE & ORDER
How can I check product availability?
Availability is indicated directly on the product page. If an item is temporarily unavailable, you will see the mention “Out of Stock” or an availability date.
Do you offer a customization service?
Yes. You can choose a different stone, adjust a size, or customize a model. We carefully review each customization request and provide you with a tailored free quote.
How do I apply a discount code?
Simply enter your code in the “Discount Code” box when confirming your cart.
I have just completed my order, why have I not received the confirmation email?
The email is usually sent within 2 to 5 minutes of your purchase. Please check your spam folder.
If you still have not received it, please contact our Customer Service: we will verify the proper processing of your order together (see GTC Art. 5).
How do I track my order?
In your customer account, under “Orders,” you can track in real time:
- In progress: preparation
- Shipped: en route
- Cancelled: order not validated or product unavailable
An email containing a tracking number from the carrier is sent to you when the order is shipped (see GTC Art. 5).
Can I cancel or modify my order?
As long as your order has not been prepared, we will do our best to accommodate your request. Please write to us quickly via the contact form.
What are the packaging options?
Each piece of jewelry is presented in its HUITIÈME CIEL branded pouch.
For a more refined presentation or a thoughtfully chosen gift, a deep green velvet case is available as an option.
Your order also includes a thank you card, a certificate of authenticity, and care instructions.
Can I send my order directly as a gift?
Yes. You can specify a different delivery address. Outside of Export, the invoice is always sent to the email address associated with the order.
Do you offer gift cards?
Yes, digital gift cards are available and sent by email.
Can I order by phone or email?
Orders can only be placed via our online store to ensure the security of your payment and the tracking of your order. For any questions before purchase, please contact us.
2. PAYMENT METHODS
Is online payment secure?
Yes. Payments made on huitieme-ciel.com are protected by SSL encryption technology, guaranteeing the confidentiality of your data (see GTC Art. 4).
Is my banking data secure?
Yes. We do not store any banking data on our servers. Payments are securely processed by WooPayments (Stripe) and PayPal, compliant with PCI-DSS standards and GDPR (see Privacy Policy).
What payment methods are accepted?
Credit card (Visa, Mastercard, Amex), Apple Pay, Google Pay, and PayPal (see GTC Art. 4).
When will my card be debited?
The debit occurs at the time of order confirmation.
Do you offer installment payments?
Coming soon. We are working to integrate this service securely.
3. DELIVERY
Is the invoice included in my package?
For all orders within Metropolitan France, out of respect for the environment (and to preserve the potential gift effect), the invoice is sent exclusively by email.
I have not received my package, what should I do?
First, check the status of your order in your account.
If the estimated delivery time is exceeded, our Customer Service will assist you in resolving the issue (see GTC Art. 5).
What are the delivery options?
Several methods are offered depending on your location: home delivery or pickup point. Available options are displayed after selecting the delivery address (see GTC Art. 5).
Can I change my delivery address?
Once the order has been confirmed, modification is no longer possible.
If the package is already in transit, you can attempt a redirection directly via the carrier using the tracking link (see GTC Art. 5).
What are the delivery times?
The indicative delivery times after order processing are as follows:
- Metropolitan France, Corsica, Andorra, Monaco: 2 to 4 business days
- Europe: 3 to 7 business days
- DOM/ROM: 5 to 14 business days
- Rest of the world: 5 to 21 business days
Do you deliver internationally?
Yes, HUITIÈME CIEL delivers to over 100 countries. Options appear after entering the delivery address (see GTC Art. 5).
International Customs
For deliveries outside the European Union or in certain specific areas, customs duties, import taxes, customs clearance fees, and administrative fees are entirely the responsibility of the customer (see GTC Art. 5).
How do I report an incomplete order?
Contact our Customer Service within 48 hours of receipt (see GTC Art. 5).
Please provide:
- Order Number
- Photo of the package and label
- Photo of the received contents
- Copy of the invoice
Our team will get back to you quickly after verification.
My package was delivered but I did not receive it. What should I do?
This could be a geolocation error or delivery to a neighbor. Please contact our team: we will launch an investigation with the carrier (see GTC Art. 5).
What if my package is damaged upon receipt?
Contact our Customer Service within 48 hours of receipt with:
- Photos of the damaged package (exterior and interior)
- Photos of the jewelry
- Order Number
Keep the packaging until the issue is resolved. We will handle your request with care (see GTC Art. 5).
4. RETURNS, REFUNDS & CREDIT NOTES
How do I cancel my order?
You have 14 days after receipt to submit a return request. Please use the dedicated form on the Withdrawal page. Return shipping costs are the responsibility of the customer (see GTC Art. 6).
What is the refund period?
The refund will be processed within 14 business days after receipt and processing of the return (see GTC Art. 6).
Can I return personalized jewelry?
No, in accordance with Article L221-28 of the Consumer Code, personalized creations cannot be returned (see GTC Art. 6).
Can I exchange my jewelry?
An exchange is possible subject to availability of the model. Contact-us to know the options. Return shipping costs are the responsibility of the customer.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer.
5. HUITIÈME CIEL PRODUCTS
How and where is the jewelry made?
Each piece is hand-assembled in Strasbourg by the founder of HUITIÈME CIEL. Meticulous artisanal work, carried out piece by piece, to guarantee a result that meets our quality and finesse requirements.
Where do your raw materials come from?
We select our fine stones from several suppliers to choose shades and qualities that perfectly match our creative desires.
Our main contact is a French reseller with their own manufacturing workshop. The stones are certified by the French Gemmology Laboratory (LFG), a recognized independent institution, respecting the national expertise charter and the recommendations of the Ministry of Higher Education and Research.
The high-performance thread we use is made in Germany. It offers optimal resistance, excellent durability, and unique flexibility. Designed to withstand humidity and daily use, it guarantees reliable and long-lasting hold for the jewelry over time.
The stainless steel findings and pendants are stainless, lead-free, and nickel-free.
Since the beginning of HUITIÈME CIEL, we have collaborated with partners in France, Europe, and China, selected for their specific expertise. Each workshop contributes its expertise to provide us with, or develop alongside us, the most suitable elements for our requirements of quality, precision, and durability.
Are the stones used natural?
Yes, our stones are natural. Their color and shades may vary slightly, making each piece of jewelry unique.
Each strand is accompanied by a HUITIÈME CIEL certificate of authenticity, attesting to the nature of the stones.
Is the jewelry suitable for people with allergies?
All our HUITIÈME CIEL jewelry is designed to be suitable for the most sensitive skin:
Stainless steel
- Nickel-free
- Lead-free
- Stainless
- Hypoallergenic
Natural stones
- Natural
- LFG Certified (French Gemmology Laboratory)
High-performance thread
- Made in Germany, EU jewelry standard
- Chemically inert
- Resistance + biocompatibility tested
Is the jewelry waterproof?
They withstand sea and pool water thanks to their waterproof high-performance thread and stainless findings.
However, after a salty or chlorinated bath, we recommend rinsing with fresh water.
See our Care Tips on the dedicated page of the Website.
How do I care for my jewelry?
Care tips are provided on the Website.
Care instructions are also included with each order.
6. AFTER-SALES SERVICE
Is my jewelry guaranteed?
A 2-year warranty covers manufacturing defects (see GTC Art. 7).
The warranty does not cover normal wear and tear of the jewelry, nor loss, theft, or damage resulting from misuse, negligence, or accident.
Each request is carefully examined.
When a manufacturing defect is found:
- For a strand, a complete reassembly will be performed
- For a pendant or finding, the handling will be studied on a case-by-case basis, depending on the nature of the defect
Shipping costs for the jewelry to our workshops remain the responsibility of the customer. After repair or replacement, the jewelry will be returned to you at our expense.
The repair or replacement timeframe will be communicated to you during our exchanges.
My strand broke, how can I get it repaired?
Contact our team via the form available in the Care and Repair section of the Website.
We review each request (see GTC Art. 8).
What is the repair time?
It varies depending on the nature of the intervention. The estimated timeframe will be communicated to you during the evaluation. (voir GTC Art. 8).
To what address should I send mail?
Sara Fernandes EI
31 rue de Thann
67100 Strasbourg
France
How to contact the HUITIÈME CIEL team?
Via our contact form. We will respond to you carefully as soon as possible.
