FREQUENTLY ASKED QUESTIONS
How to reach our customer service?
Monday to Thursday from 9:00 a.m. to 5:00 p.m., dial toll-free 1 855-99NERON and an advisor will be on hand to inform you about our products, our warranties, our delivery times, your order, etc. You can also email us at firstname.lastname@example.org and it is with pleasure that we will answer you as soon as possible.
During the holiday season, please note that we will be closed on December 25 and 26 as well as January 1 and 2. However, our customer service will be open from 9 a.m. to 1 p.m. on December 24 and 31.
How to place my order?
CAROLINE NERON offers you two options for placing your order.
- By Internet
After adding the items you want to your basket, we invite you to click on the "basket" icon to check the contents of your basket. At this point, you can either continue shopping, delete any of the items, or proceed to checkout. If you're already a client of Caroline Neron's site, all you have to do is type in your email address and your personal password, then click on “Continue”. If you have never ordered from carolineneron.com, simply click on "Create an Account" and follow the steps to create your account and place your order.
2. By phone
To order a CAROLINE NERON product, call toll free 1 855-99NERON. Our advisers are at your disposal from Monday to Thursday from 9:00 a.m. to 5:00 p.m.
how can I pay the bill?
By Internet or by telephone, payments are made by Visa, Mastercard or American Express credit card or by Paypal. It is also possible to pay with a Caroline Neron gift card purchased online or in store.
Can I use my credit card securely on your site?
Carolineneron.com is a secure site. This means that when you order and pay by credit card, your order and payment information is protected and encrypted during the exchange of information over a secure SSL connection. You can therefore use your credit card safely on our site.
How do I know if my order has already been shipped?
You can track your order online using the tracking number we will send you when your package leaves our warehouse. The web link to follow up with Canada Post will be provided to you in the email. With your tracking number in hand, just click on the link to find out your delivery date. It is also possible to consult the status of your order from your account. For more information, please see the section TRACKING YOUR ORDER .
Is it possible to deliver to a third party?
Yes, it is with pleasure that we will deliver your package to a third party anywhere across Canada. Just mention the person's address as the delivery address. Shipping charges applicable to the province of delivery will apply. You will need to make as many individual orders as you have different delivery addresses.
What is the delivery delay?
The average delivery time is 5 working days from the date of your order for products in stock and delivered by Canada Post in regular service. The priority rate is also offered, see our section DELIVERY AND SHIPPING for more information. In addition, our customer service is at your disposal for any other information at 1 855-99NERON or email@example.com.
What are our guarantees?
We hope that all the products you buy from CAROLINE NERON give you complete satisfaction. If you are not satisfied, you can return any item to us unworn with original tag within 7 working days from the date of reception of your package. To find out more about this guarantee, please refer to the section RETURNS AND EXCHANGES .
CAROLINE NERON guarantees all her jewelry within 6 months of purchase (proof of purchase required) whose failure is due to a production and/or manufacture defect. Normal wear and tear on the jewelry is not under warranty and will be assessed by our quality control experts.
EXCEPTION: CAROLINE NERON guarantees the watches for a period of 1 year from the date of purchase (proof of purchase required). It does not cover accidents, abuse, negligence and normal wear and tear. This warranty excludes the bracelet and glass and will be void if the watch is opened or handled by anyone other than the authorized retailer. To learn more about this warranty, please refer to the RETURNS AND EXCHANGES section.
What is the deadline for obtaining a refund?
Once your item has been received at our warehouse, you must allow a maximum of 15 working days to obtain a refund or a billing adjustment following an exchange. Items paid for by credit card are automatically refunded to your credit card account. For more information, please see the section RETURNS AND EXCHANGES .
Do you apply taxes on orders?
Products sold on carolineneron.com are taxable as in store. Sales taxes are calculated according to the provincial and federal laws in force at the delivery address of your package. Where required by law, shipping charges are also taxable. In the case of a refund, we will also refund the amount of taxes paid.
Do you accept international orders?
Currently, we can only process orders placed in Canada and the United States. However, we have outlets in other countries. To obtain a list of our stores outside Canada, you can contact customer service at 1-855-99NERON or at firstname.lastname@example.org.
Can I buy or use a CAROLINE NERON gift card?
You can buy a CAROLINE NERON gift card online or in one of our stores. You can also pay for your purchases with a CAROLINE NERON gift card in any CAROLINE NERON store or online. You will find the complete list of our branches by clicking here .