What are your delivery times?

The preparation of order and shipping are done under 48 h maximum at the House. The delivery time of the parcel depends on your place of delivery but your parcel will be delivered to you within 3 to 5 days (average delivery time observed for items in stock) and this, within a maximum limited period of 15 days, excluding holidays.

Can I change the delivery address of my order?

Yes, you can change your delivery address in your personal information (in "my account"). Be aware that you have the ability to record multiple delivery addresses. After the shipment of the order, it will not be possible to change the delivery address.

Will I be responsible for my jewel throughout his expedition?

Your jewel is under our responsibility until its delivery to the address of your choice.

May I track the delivery of my order online?

Yes, you can track the delivery of your order by logging into your account.

  - The delivery schedule listed on our website run from the take-over date of the package by the carrier.

  - The shipment of your package is notified via e-mail to you with a tracking number. This number can track the progress of your package within the carrier's network.

  - Upon receipt of your package, we advise you to check its delivery conditions and contents in the presence of the transporter.

  - Tracking your package is possible directly at the carrier's website within 24 hours after the notification by email.

What are the steps or status followed by your order tracking system ?

You will be informed regularly about your order tracking with different messages that we will be sent to you in the form of «status» or key steps:

- Payment acceptance: this status indicates that your order is taken into account in our web machine.

- Order in preparation: this status indicates that the order is in preparation with a gift-packing for example. Then, at this step, no change in delivery adress is possible

- Order shipped: the package is shipped by the carrier and is in transit to the delivery address indicated by you.

- Delivered order: the order has been successfully delivered to the address specified by you.

Other status may be sent to you in the event of return, order cancellation, refund, exchange... you will be kept informed at any key moment !

What happens if my jewel does not arrive in a timely manner?

Beyond a period of thirty (30) days, and if the item or product is not delivered, the House will fully refund your order, if it has been paid and the amount collected by our Company. 

For delivery of purchase orders placed for French overseas territories and abroad?

For delivery in any French overseas territories and abroad, a flat fee for the order processing is charged; the delivery time may then exceed the previously stated one: it can be 10 to 15 days depending on the final destination and subject to confirmation by the service provider responsible of the shipment and delivery.

And if the Gautrey House is responsible for the delay of delivery?

We will inform you about any delay of shipping we are aware of. In this case, if the product has not yet been sent, you will be able to cancel your order or withdraw your order; If the product has already been sent, you can also withdraw your oder as stipulated in our Terms of Sales Conditions (see section 7: withdrawal).

How to contact us?

- By email:

- By mail to the registered office: 83 Rue Michel Ange, 75 016 Paris,

- By phone: + 33 (0) 1 30 34 67 18.

We are available from Monday to Friday: 9.00 - 18.00 hours and we have an open regular Online Chat (calls are charged at the current normal rate).