Orders are carefully prepared by our team, Monday to Friday. We do our best to ship orders placed before 1 pm on the same day.

During busy periods, or exceptionally when an order requires more preparation time, its shipment may be postponed to the next business day.

Once your order has been shipped, you will receive a confirmation email with your tracking number. The delivery time then depends on the chosen delivery method.

Please note: the shipping date is when your order leaves our premises. It is different from the delivery date, which depends on the carrier.

We offer several delivery methods so you can choose the most suitable solution: home delivery, relay point delivery, or express delivery.

The indicated times correspond to the estimated delivery time after your order has been shipped:

Delivery method / Indicative timeframe
Tracked Letter – La Poste2 to 4 working days
Colissimo – La Poste1 to 3 working days
Mondial Relay – Pick-up Point®2 to 5 working days
Chronopost Shop2Shop – Pick-up point2 to 5 working days
Chronopost ExpressD+1*

* Depending on the day and time of shipment and subject to the carrier's delivery conditions.

The delivery methods offered may vary depending on your destination, the amount, or the characteristics of your order. Some carriers may also be temporarily unavailable: the currently available methods are always those displayed at the time of your order.

The announced deadlines are indicative. They may be extended during periods of high activity, on public holidays, or in the event of disruptions to the carrier's network.

Please note: the delivery time begins after your order has been shipped. As soon as it leaves our premises, you will receive an email containing the necessary information to track its delivery.

You can easily track the delivery of your order from your Gingerlily customer account. There you will find your orders, their status, and your parcel tracking information.

👉 Access my account and track my order

As soon as your order is dispatched, you will also receive a shipping confirmation email containing your tracking number and a link to the carrier's tracking page.

Depending on the chosen delivery method, the carrier may also send you notifications by email and/or SMS.

Good to know: Immediately after dispatch, your tracking number may not be recognized right away. Information usually appears after the parcel has been picked up and scanned for the first time by the carrier.

Your tracking hasn't updated for several days?

→ My tracking hasn't moved for several days, what should I do?

Don't worry: you can track your order even if you haven't received a notification.

The easiest way is to check your Gingerlily customer account directly: you will find your orders, their status, and available tracking information there.

👉 View my orders and track my package

Upon shipment, we also send you a confirmation email containing your tracking link. If you can't find it, please check your spam / junk mail folder.

Carriers may also send their own notifications by email or SMS. To receive them, please ensure that the email address and phone number provided when you placed your order are correct and that SMS reception is authorized.

To remember: the absence of an email or SMS does not mean that your order has not been shipped. Your customer account remains the simplest way to check its status.

No worries: parcel tracking is not necessarily updated at every stage of its journey. It can remain unchanged for several days while your parcel continues its transit.

Immediately after dispatch, a delay may also be necessary before the carrier performs the first pick-up scan and the first information appears.

Before contacting us, check the date of the last update and compare it to the estimated delivery time for the chosen delivery method.

👉 Check delivery times

Has the delivery time passed and your tracking is still stuck? Consult the section "My parcel seems stuck: what to do?" to find out what checks and steps to take.

To remember: the absence of a new scan does not necessarily mean your parcel is lost. Tracking may simply be updated with a delay.

If your tracking has stopped updating, first check that the estimated delivery time for your shipping method has been exceeded. A lack of new scans for a few days does not necessarily mean your package is lost.

👉 View delivery times

If the usual delivery time has been exceeded, consult the detailed tracking directly on the carrier's website: additional information may be indicated there (delay, new delivery attempt, availability for pickup, change of relay point, etc.).

Is your package still not moving after these checks? You can then contact us by providing your order number. We will check the situation and, when necessary, open a claim with the carrier.

Please note: we sometimes have to wait a certain period of time before a carrier officially considers a package delayed or lost. Therefore, a reshipment or refund cannot always be processed immediately.

Your package remains available for a limited time, which depends on the chosen carrier:

• Mondial Relay: up to 5 days at a relay point or locker. The package is returned to the sender after this period.
  
• Chronopost Shop2Shop: 7 calendar days at a relay point. The package is returned to the sender after this period.
  

You are normally informed of the availability of your package by email and/or SMS. The last collection date is also indicated in its tracking.

👉 Track my order

We advise you to collect your package as soon as possible, without waiting until the last day. Once the retention period has passed and the return has been initiated, we can no longer interrupt its transit to our premises.

Haven't received a notification? Remember to regularly check the tracking from your customer account.

👉 View my orders and track my package

Is your package already being returned?

→ My package has been returned to Gingerlily: what will happen?

Once the collection deadline has passed, the carrier automatically initiates the return of the package to Gingerlily. Unfortunately, we can no longer extend its retention period or stop its return once it has begun.

You can check the status of your package from your customer account:

👉 View my orders and track my package

There is no need to contact us immediately. Wait until tracking indicates that the package has been successfully returned to us. Upon receipt and processing of your package, our customer service will contact you directly by email and/or WhatsApp to offer you a solution adapted to your situation.

Any return and re-shipment fees depend on the circumstances of the return and the conditions applicable to your order.

Please note: a returned package cannot be re-shipped before it has been effectively received and processed at our premises.

If your parcel's packaging is visibly damaged, torn, opened, or crushed, check its condition before accepting it.

At a relay point: if the parcel shows visible damage, report it immediately to the retailer and refuse the parcel. It will be returned to Gingerlily. Do not collect a clearly damaged parcel only to report the damage once you are home.

For home delivery: where possible, check the condition of the parcel in the presence of the delivery person. In case of damage, make precise reservations upon delivery or refuse the parcel.

If you only notice damage after opening, it is imperative that you keep the parcel and all its packaging and take photos:

• of the outer parcel and the shipping label;
  
• of the inner packaging;
  
• of the damaged products.
  

Then contact us as soon as possible with your order number and your photos so that we can examine the situation and, if necessary, make a claim with the carrier. The time limits granted by some carriers for reporting damage are very short.

To remember: if a parcel is clearly damaged at the time of delivery, do not accept it without reporting the problem. At a relay point, the safest option is to refuse it.

Delivery costs are calculated based on your destination, the chosen delivery method, and the characteristics of your order.

The different available options and their prices are displayed directly in your cart and during order confirmation, before payment. This allows you to compare the proposed delivery methods and choose the one that suits you best.

For deliveries in Metropolitan France, delivery to a relay point is free for purchases of €59 or more, among the eligible delivery methods offered when you place your order.

Please note: delivery methods and their prices may change. The price displayed at the time of your order confirmation is always the one applicable to your order.

Yes, Gingerlily also ships orders internationally. Available destinations and delivery methods depend on the destination country.

To find out the options offered for your address, add your items to the cart, then enter your country and delivery address. Available shipping methods and their prices will be displayed before payment.

International delivery times can vary significantly depending on the destination, carrier, time of year, and any customs formalities. For this reason, we cannot guarantee a precise delivery time for international shipments.

Once your order has been shipped, you can track its progress using the tracking information available in your customer account.

👉 View my orders and track my package

To remember: for an international order, allow for a longer delivery time than in France, particularly when customs clearance is required.

For orders shipped outside the European Union, customs duties, import taxes, or other fees may be applied upon the parcel's arrival in the destination country.

These charges are determined by local customs authorities and may depend on the country, the nature of the products, and the value of the order.

In most countries, any applicable import duties and taxes are the responsibility of the recipient, unless otherwise specified at the time of order.

Exception for the United States: Any applicable customs duties are covered by Gingerlily at the time of shipment. Therefore, you will not have any additional customs duties to pay upon receipt of your order.

However, customs clearance may extend delivery times, regardless of the carrier and Gingerlily.

To remember: outside the United States, we recommend that you inquire with your country's customs authorities to find out about any duties and taxes applicable to your order.

Yes! As long as your order has not been shipped, our customer service can still make changes to it.

You can ask us to:

• add, remove, or replace an item;
  
• change a quantity;
  
• change your delivery address;
  
• change your relay point; or
  
• cancel your order.
  

If the modification results in an additional amount to pay, you will receive an email containing a link allowing you to easily pay the difference.

Conversely, if the new amount is less than what you have already paid, the difference will be refunded to your original payment method.

For a relay point change, you can directly provide us with the name or code of the new desired Relay Point. If necessary, our customer service can also help you choose one.

⚠️ Contact us as soon as possible. We prepare and ship orders quickly: once your order has been scanned and its shipping label created, we can no longer modify or cancel it.

To remember: a modification is possible as long as we can still intervene on the order before it is shipped. The sooner you contact us, the more likely we are to be able to fulfill your request.

👉 Contact our customer service on WhatsApp

Contact us as soon as possible. As long as your order has not been scanned and its shipping label has not been created, our customer service can still modify your delivery address or your pickup point.

To change your pickup point, you can directly provide us with the name or code of the new desired pickup point. If needed, our team can also help you choose one.

👉 Change my address or pickup point via WhatsApp

If the shipping label has already been created, we can no longer guarantee the modification of the address or pickup point. The possibilities will then depend on the carrier and the progress of your package.

Remember: always check your address and pickup point before validating your order. In case of an error, contact us immediately: the sooner we are notified, the more possibilities we have to intervene.

👉I contact customer service via WhatsApp to change my delivery address

After your order has been validated, a confirmation email is automatically sent to the address provided during your purchase.

If you don't find it, please check your spam / junk mail folder first.

You can also immediately check if your order has been registered from your Gingerlily customer account:

👉 View my orders

Does your order appear in your account? Don't worry: it has been registered, even if you haven't received the confirmation email.

Does your order not appear? Before placing a new order, check that payment has been successfully completed to avoid a possible duplicate order. If you have been debited but no order appears, contact us with the email address used during your purchase.

To remember: your customer account is the quickest way to check if your order has been registered.

If you encountered a problem during payment, do not immediately renew your order. First, check if it has been registered in your Gingerlily customer account.

👉 View my orders

Does your order appear in your account? It has been successfully registered: there's no need to place a new order.

No order appears? Also check if the payment appears on your bank statement. Some payment attempts may temporarily appear as a bank authorization before being automatically cancelled.

If you notice a debit but no order appears in your Gingerlily account, contact our customer service before renewing your purchase so that we can verify the situation.

If your promotional code does not apply, first check its terms of use: validity period, minimum purchase amount, any excluded products, or specific offer conditions.

Also, ensure the code has been entered correctly, without spaces, and that another discount is not already applied to your order. Some offers or discounts cannot be combined.

If all conditions seem to be met but your code still doesn't work, contact our customer service before finalizing your order so we can investigate the issue.

Important: remember to apply your promotional code before confirming your payment. Once the order is finalized, a forgotten code cannot be applied retroactively, and the difference cannot be refunded.

Your invoice is available directly from your Gingerlily customer account. You can download it at any time from the details of the relevant order.

👉 Access my orders and download my invoice

Do you need a REACH compliance certificate for our supplies? This can be sent to you by email upon request from our customer service.

To facilitate the processing of your request, please provide your order number and, if necessary, the references of the products concerned.

To summarize: your invoices remain directly accessible from your customer account; REACH certificates are sent upon request.

Despite all the care taken in preparing your orders, an error may occasionally occur.

If an item or quantity is missing, first carefully check the contents of your package and all packaging. If the item is still not found, contact our customer service, providing your order number and attaching a photo of all the products received.

If you have received a different product from the one ordered, please also send us a photo of the product received, so that we can quickly identify the error.

Our team will review your request and offer you the most suitable solution depending on the situation and the product concerned.

If an item was sent to you by mistake, we may ask you to return it to us. When its return is necessary, we will provide you with the necessary elements for its return (postage or return label): you do not have to bear the costs related to our error.

We invite you to report any error to us as soon as possible after receiving your order, so that we can carry out the necessary checks quickly.

Was your package damaged or open upon receipt?

→ My package arrived damaged: what should I do?

Remember: to allow us to process your request quickly, remember to send us your order number and a photo of the products received in your first message.

Despite the care taken in selecting and checking our supplies, it is possible that a product may exceptionally have a defect.

All our orders are photographed before shipping. These photographs allow us to keep a record of their contents and, in the event of a packing error, to quickly check what was sent. They also regularly allow us to spot our own small mistakes! 🙂

If you notice a problem, contact us by email, providing your order number and attaching one or more photos clearly showing the defect.

After verification by our customer service, we will offer you an appropriate solution. Whenever possible, we prioritize replacing the defective product.

Please note: some variations do not constitute a defect. Supplies made from natural or artisanal materials may show slight differences from one product to another.

This is particularly the case for natural stones and beads, shells, mother-of-pearl, wood or other natural materials: their color, shades, shape, patterns, transparency or dimensions may vary slightly. These characteristics are part of the material's natural properties and make each piece unique.

Slight color differences may also appear between the photographs presented on our site and the product received, particularly due to screen settings and display.

To remember: if you believe you have received a product with a genuine defect, please email us your order number along with photos. Our team will then be able to quickly examine your request.

Yes, an exchange is possible, provided that the item concerned is eligible for return and that the desired product is available.

As with all returns, you must first submit your request via our withdrawal form and await its validation before shipping the items.

👉 Submit a return request

Returned items must be unused, in their original packaging, and in perfect condition.

After receiving and checking your return, we can proceed with the exchange. The shipping costs for the new shipment remain at your expense. Our customer service will inform you of the payment terms for these fees.

If there is a price difference between the two products, it will also be adjusted before the new item is shipped.

→ Which products cannot be returned?

To remember: an exchange is possible, but the return costs as well as the shipping costs for the new shipment remain at your expense when the exchange is requested by the customer.

Would you like to return one or more items? Before sending anything, you must register your return request online.

👉 Make a return request

Then, wait for our customer service to validate your request before shipping your package. A registered return request does not automatically authorize shipment.

Once your return is validated:

1. 
   Carefully prepare the items to be returned. They must be unused, in their original packaging, and in perfect condition.
   
2. 
   Include the return form with your package, so we can quickly identify your order and process your request.
   
   👉 Download the return form
   
3. 
   Send your package to:
   

Gingerlily
2 rue du Pont d’Avignon

91290 Arpajon – France

⚠️ Returns must be sent directly to our address and not to a relay point. We recommend a shipping method with tracking and keeping your proof of deposit until your return is processed.

Upon receipt, our team will check the returned items before processing your request.

Important: some products cannot be returned, particularly custom-cut or personalized items.

→ Which products cannot be returned?

To remember: first, make your return request online, wait for its validation by our customer service, then ship your package following the return instructions.

You have 14 days from the receipt of your order to exercise your right of withdrawal.

Once your return request has been validated, we invite you to return the items to us without delay, following the instructions provided by our customer service.

In accordance with regulations, the return shipment must take place no later than 14 days after your withdrawal.

To exercise your right of withdrawal, please submit your request directly using our online form:

👉 Make my withdrawal request

Please note: if you wish to return a product, submit your request within 14 days of receipt and ship your return as soon as your request is validated.

Returned items must comply with our return conditions, and some products are excluded from the right of withdrawal.

→ Which products cannot be returned?

In accordance with regulations, certain products made or adapted to customer specifications are not eligible for the right of withdrawal.

At Gingerlily, this particularly concerns supplies cut to order according to the length or quantity chosen during the order, for example:

• chains sold by the meter;
  
• cords, threads, ribbons or other supplies sold by the meter;
  
• more generally, any item cut or prepared to measure at your request which cannot be resold in its original condition.
  

Personalized products or those made specially at your request also cannot be returned under the right of withdrawal.

This information is indicated on the product pages of concerned items when they are not eligible for return.

For other items, returns are possible subject to compliance with our conditions and withdrawal periods.

→ I want to return an item, what should I do?

To remember: before submitting your return request, check the product page of the item concerned. An item cut or personalized at your request cannot be returned under the right of withdrawal.

When returning an item under the right of withdrawal, the shipping costs for the return package are the responsibility of the customer.

You are free to choose your carrier. However, we recommend shipping with tracking and keeping your proof of deposit until your return is processed.

⚠️ The package must be shipped directly to our address. Returns sent to relay points are not accepted.

However, if the return is necessary due to an error in preparation on our part or a product deemed defective, we will cover the return costs. Our customer service will send you a postage stamp or return label when a product return is necessary.

In this case, do not ship the product on your own initiative: contact us first by email and await our instructions.

→ I want to return an item, what should I do?

→ I received a defective product or one with a flaw

To remember: return by choice under right of withdrawal = return costs at your expense. Gingerlily error or product deemed defective = we organize and cover the return when necessary.

When a product is temporarily unavailable, you can request to be notified as soon as it is back in stock.

On the product page, simply enter your email address in the back-in-stock notification form. You will automatically receive an email as soon as the item is available again in our store.

You therefore do not need to contact our customer service to find out its restocking date.

Some products, however, may be permanently out of stock. In such cases, this information is indicated directly on the product page and no restock is planned.

💡 Our advice: if a product you're waiting for is back in stock, don't delay ordering too long: some items can quickly sell out after being restocked.

Key takeaway: if the notification form is available, enter your email to be automatically notified of the restock. If the product is marked as "sold out", it is not expected to return to stock.

You can save products you're interested in to your favorites list to easily find them again on a future visit.

Simply click on the heart icon ❤️ on the product page to add the item to your favorites. You can then find your selection in your customer account.

Tip: Remember to log in to your account to save your favorites and find them more easily on your next visits.

Are you a creator, artisan, or professional? Gingerlily offers preferential conditions reserved for professionals, including a 15% discount on purchases of €80 (excl. VAT) or more, after validation of your professional account.
Contact us to get your discount

Do you need a quote? Contact us by email, indicating the desired references and quantities, as well as your billing details. We will send your quote by email.

For your regular orders, once your professional account is validated, the professional discount is automatically applied to your cart as soon as the conditions are met.

Yes. The supplies marketed by Gingerlily comply with the European REACH regulation, which notably governs the use of certain chemical substances in products placed on the European market.

Are you a professional or do you need proof? A REACH certificate can be sent to you by email upon simple request from our customer service. Remember to specify your order number and/or the references of the products concerned.

The dimensions indicated on our product sheets are provided with the greatest possible accuracy. However, slight variations may exist from one production batch to another, particularly for beads, findings, and other small supplies.

Similarly, a slight color difference may appear depending on the batches or your screen settings. We strive to present photographs that are as true as possible to the products offered.

For a project requiring perfect homogeneity, we advise you to order the necessary quantity all at once.

Are you a jewelry designer, content creator, or DIY enthusiast and want to imagine content or creations using our supplies?

Gingerlily offers a Creator Program designed to develop collaborations with creators who share our world: jewelry creations, tutorials, social media content, showcasing our new products, etc.

You can contact us by introducing us to your world, your creations, and your social networks or website. We study each proposal to build collaborations adapted to our respective universes.

You can order from Gingerlily with or without a customer account. Therefore, creating an account is not mandatory to place an order.

However, having an account allows you to easily find your previous orders, invoices, and order tracking information.

Logging in is simple and password-free: enter your email address and you will receive a secure login code by email.

👉 Access my Gingerlily account

Are you a professional designer, artisan, business, or industry professional? You can request to open a Gingerlily professional account.

After your Pro account is validated, you will benefit from a 15% discount on orders of €80 excl. VAT or more. The discount will be automatically applied to your cart when the conditions are met.

To benefit from these advantages, you must have a Gingerlily customer account, an active SIRET number, and submit your professional access request. Once your status is validated, you can place your orders directly on our store with your professional conditions.

Please note: always log in with the email address associated with your professional account before ordering so that your benefits can be applied.

You can modify your saved contact details and addresses directly from your Gingerlily customer account.

👉 Access my Gingerlily account

⚠️ Changing an address in your account does not change the address for an order already placed. If you notice an error on a current order, contact us quickly before it is shipped.

→ I made a mistake in my delivery address or my relay point, what should I do?

Important: for an order already validated, changing the address in your account is not enough: notify our customer service as soon as possible.

All information regarding your orders is available from your Gingerlily customer account.

You can view your current and previous orders, access tracking information, and download your invoices.

👉 See my orders

Remember: your customer account is the quickest way to find information about your orders, without having to contact our customer service.

To receive our latest products, creative inspiration, and special offers, you can subscribe to the Gingerlily newsletter directly from our website.

Wish to stop receiving our emails? Simply click on the unsubscribe link at the bottom of every newsletter. Your request will be processed automatically.

Gingerlily offers several payment methods so you can choose the one that suits you best:

• Credit card: Visa, Mastercard and major credit cards
  
• PayPal
  
• Apple Pay and Shop Pay
  
• Klarna, to pay for your order in installments when this option is available
  
• Cryptocurrencies
  
• Bank transfer
  
• Cheque
  

Do you prefer to order and pay by mail, as in the days of mail order? This is still possible at Gingerlily! Contact us to find out how to order and pay.

For payments by cheque or bank transfer, the order will be processed after receipt and validation of payment.

For international bank transfers, payment must be made in euros. Any bank charges related to the transfer remain the responsibility of the customer.

Please note: the payment methods offered may vary depending on your device, the amount of your order or your country. Available options are displayed at checkout.

Your Gingerlily credit is recorded as a credit directly associated with your customer account. You therefore have no code to keep or enter.

When placing your next order, log in with the email address associated with your account. At the time of payment, your available credit will be offered to you and you can choose to use it to pay for all or part of your order.

If the amount of your credit is greater than that of your order, the remaining balance remains available on your account for future use.

Please note: remember to log in to your Gingerlily account before placing an order to use your credit.

For some references, Gingerlily offers tiered pricing: the larger the quantity ordered, the lower the unit price can be.

When these prices are available, the different quantity tiers and corresponding prices are indicated directly on the product page. The discount is applied automatically based on the quantity added to your cart.

No promotional code is necessary to benefit from tiered pricing.

Please note: remember to check the different tiers displayed on the product page: sometimes just a few extra units can allow you to benefit from a better price.

Gingerlily gift cards are available in several predefined amounts and are valid for 1 year from their purchase date. They are sent by email after payment validation and can be used in our store.

👉 Give a Gingerlily gift card

To use it, simply enter the gift card code at checkout. If the order amount is less than the available balance, the remaining amount can be used on a future order.

Important: carefully keep the code received by email: your gift card is valid for 1 year.

Payments made on Gingerlily are secured and processed by our payment providers, including Shopify Payments, PayPal, and Klarna, depending on the payment method chosen.

Your banking information is securely transmitted to payment providers, and Gingerlily does not have access to your credit card data.

Depending on your bank and the amount of your purchase, additional validation may be requested during payment.

Add the desired products to your cart, then enter your promo code in the designated field before finalizing payment. The applicable discount will be displayed before you confirm your order.

Promo codes may be subject to certain conditions: validity date, minimum amount, eligible products, or non-combinable with other offers.

⚠️ Remember to check that your discount has been applied before confirming your payment. A forgotten code cannot be applied retroactively to an order that has already been finalized.

→ My promo code is not working, what should I do?

Yes. For customers in France, prices shown on Gingerlily are inclusive of all taxes and include applicable VAT.

If you are a VAT-registered professional, the VAT will appear separately on your invoice and can be deducted according to the tax rules applicable to your activity. Your invoices are available directly from your customer account.

For international orders, the applicable VAT may vary depending on the delivery country and customer status. The final amount will be indicated before you confirm your order.

→ Where can I find my orders and invoices?

Link: #my-orders-invoices

To remember: in France, prices for individuals are shown inclusive of all taxes; VAT-registered professionals will receive an invoice showing the VAT separately.