Frequently asked questions
Dolphins and Sharks

ACCOUNTS

Do I have to create an account ?

You can order online with or without a DOLPHINS & SHARKS account. From your cart, click " Checkout". To order without logging in or creating an account, just select "Continue to Checkout as Guest". You may set up a free DOLPHINS & SHARKS account at any time you wish, but you don't have to.

How does DOLPHINS & SHARKS handle my data ?

The security of personal information is a high priority for us. For more information, visit our Legal Mentions page, Article 4 “OUR COMPANY'S MANAGEMENT OF PERSONAL DATA”.

How do I subscribe/unsubscribe from mailing lists ?

To subscribe to the DOLPHINS & SHARKS newsletter, you can :

    - change your preferences in the dedicated section of your DOLPHINS & SHARKS account - if you don’t have an account, you can fill in the form located at the bottom of each page of the website www.dolphinsandsharks.fr.

To subscribe from the DOLPHINS & SHARKS newsletter, you can :

    - change your preferences in the dedicated section of your DOLPHINS & SHARKS account - click the unsubscribe link included in each electronic newsletter sent to you

I forgot my password, how do I retrieve it ?

      - Click Sign in at the top right corner of each page of the website www.dolphinsandsharks.fr.
      - Click Forgot your password?
      - Enter the email address you used to create your DOLPHINS & SHARKS account.
      - Check your email inbox, and click the link in the email you received to reset your password.

SHOPPING

Which methods of payment do you accept ?

The only method of payment accepted is by credit card (Visa, Mastercard, Carte Bleue and Maestro)

When will my card will be charged ?

Your credit card will be charged at time of confirmation of your order.

What is a backordered product ?

A backordered product is a product that is temporarily out of stock. To place a backorder, simply click the add to cart button, and proceed with checkout.

Can I cancel a backorder ?

You can cancel a backorder as long as the product has not been shipped yet.

What is a made to order product ?

The production of a made to order product begins only after a confirmed order is received. All our jewels in gold are made to order as well as personalized products.

Can I cancel my order for a made to order product ?

It depends. In the case of a personalized product, you cannot cancel the order or return the product. You can cancel an order for a jewel in gold as long as the product has not been shipped yet.

SHIPPING

Where can I ship my order ?

DOLPHINS & SHARKS delivers in Metropolitan France and United States (excluding US territories and Puerto Rico).

No deliveries can be made to hotels or post office boxes.

How much are the delivery fees ?

DOLPHINS & SHARKS offers Express Shipping at a flat rate of $20 per order. It includes the duty and customs clearance.

Which courier do you use ?

DOLPHINS & SHARKS uses FEDEX.

When will my order arrive ?

Orders are dispatched from our warehouse based in Paris, and are usually delivered within 5-7 business days. There can be the occasional customs or courier delay which may affect your delivery timeframe.

How can I track the status of my order ?

An email will be sent once your order has been dispatched.

Will I have to pay any additional duties and taxes ?

No. Our carrier will act as a custom broker and pay the taxes and duties on your behalf. This service is included in the delivery fee.

RETURNS

What are the conditions to be refunded ?

You have a period of 14 days from the delivery date to exercise your right of cancellation without the need to justify your reasons or to pay any penalties. When the 14-day period expires on a Saturday, Sunday or legal holiday, it will be extended to the following working day. You must return the products to us in their original packaging, complete (with accessories, notice, labels…) and a copy of the order. No reimbursement will be provided for any DOLPHINS & SHARKS products that are returned incomplete, ruined, damaged, deteriorated, soiled or that have been used.

How long does it take to be refunded ?

We will reimburse you for DOLPHINS & SHARKS products that are returned at the invoiced price, according to their method of payment, within a maximum period of 14 days following the date we receive the product back. Even if we already received your return, please keep in mind that it has to be checked by our Quality Department which may take a few days. No reimbursement will be given for any products that are returned incomplete, ruined, damaged, deteriorated, soiled or that have been used. These products will be shipped back to you and you will be notified by our customer service if this is the case.

Will I be refunded for the totality of my order?

For orders outside the EU, delivery costs will not be refunded.

How do I send back my article ?

To request a return, please access your account on the Website and go to the “Orders” section.

  1. Choose the order number that contains the DOLPHINS & SHARKS Product that you want to return and check the order number.
  2. Send an email to DOLPHINS & SHARKS Customer service at customerservice@dolphinsandsharks.com and specify the DOLPHINS & SHARKS Products you want to return as well as the order number.
  3. Fill in the Return Form and place it in your return package along with the DOLPHINS & SHARKS Product you wish to return.
  4. Send the package to : DOLPHINS & SHARKS Customer Service PO Box 230885 New York NY 10023

Can I make an exchange ?

Unfortunately, we do not do exchanges. You need to return the unwanted product, get a refund and place a new order.

PRODUCTS

METALS & FINISHES

What is Rhodium Silver ?

DOLPHINS & SHARKS jewels in Rhodium Silver are made of 925 Silver that is dipped in Rhodium. It has a bright finish, similar to white gold items, and it doesn't tarnish.

What is Ruthenium ?

DOLPHINS & SHARKS jewels in Ruthenium are made of 925 Silver that is dipped in Ruthenium. This metal belongs to the platinium group and has a dark anthracite color with metallic reflects.

What is Yellow Vermeil ?

DOLPHINS & SHARKS jewels in Yellow Vermeil are made of 925 Silver that is covered by a 5 microns thick coat of 18 Karats Yellow Gold. It looks very similar to Yellow Gold jewels but is more affordable.

What is Rose Vermeil ?

DOLPHINS & SHARKS jewels in Rose Vermeil are made of 925 Silver that is covered by a 5 microns thick coat of 18 Karats Rose Gold. It looks very similar to Rose Gold jewels but is more affordable.

What are your jewels in Gold made of ?

DOLPHINS & SHARKS uses only 18 Karats Gold (750/1000e). Our creations are available in White, Yellow and Rose Gold.

What is a polished finish ?

It is the most common finish in jewelry. It gives a shiny aspect to the jewels.

What is a matte finish

More unconventional, the matte finish consists of very fine pits into a metal to create a non-reflective surface.

JEWELRY CARE

How do I care for my jewels in Silver ?

In order to preserve the integrity of your jewel, we recommend using a soft cloth regularly. It is very important to avoid any contact with water or any humid component such as sweat or vapor. Therefore, refrain from wearing your jewelry while exercising or showering and avoid contact with perfumes.

How do I care for my jewels in Gold ?

While gold is tarnish resistant, it can get dirty or smudged. We recommend cleaning it with a soft cloth to preserve its shine.

WARRANTY

Who & What is covered by the warranty ?

The warranty extends to the original purchaser of DOLPHINS & SHARKS product. The original receipt or invoice from DOLPHINS & SHARKS serve as proof of purchase of the product. The receipt or invoice copy should be retained in case there is a claim under this warranty.

The warranty applies to the items listed on the original receipt and is not transferrable to other jewelry items purchased.

What does the warranty cover ?

DOLPHINS & SHARKS will repair or replace in accordance with the provisions of this warranty policy, any DOLPHINS & SHARKS product during the duration of the warranty explained below, if it is determined that the product has a manufacturing defect.

What does the warranty not cover ?

We do not provide any warranties for damages due to normal or excessive wear and tear, product loss, loss of center stone; loss of side stones, physical/accidental abuse, misuse and theft. DOLPHINS & SHARKS does not cover ring sizing. It can be done, at an additional cost. Repair or any other services provided by other than DOLPHINS & SHARKS will void the warranty.

Common wear and tear examples :

      - Color changes due to chemicals, make-up, bathing.
      - Due to excessive and/ or regular use may result in prongs/ setting wear and tear over time which may result in stone fall out, regular inspections are required to maintain the jewelry.
      - Chipping and/or breaking of stone cause by normal wear or other damages can lead to stone fall out.

How long does the warranty last ?

If any manufacturing defects exist, DOLPHINS & SHARKS will repair or replace the product free of charge within 2 years from the original date of purchase. Please retain your receipt or other forms of proof of purchase example credit card statement, or shipping invoice.

If after 2 years there is damage to the item, it can be repaired at a small charge.

What is the Warranty Claim Process ?

If you find or believe there is a defect, please send the item back to us for inspection, with a copy of proof of purchase. You will have to obtain a return authorization code by contacting the Customer Service. Shipments returned without return authorization code will not be accepted.

You will be responsible for shipping and insuring the package. DOLPHINS & SHARKS will not be responsible for loss, damage or theft of product during transit.

After the inspection of the item, you will be informed about the possible outcom.

THE BRAND

How do I contact Customer Service ?

You can contact DOLPHINS & SHARKS customer service :

              - By email at customerservice@dolphinsandsharks.com,
              - By filling the form at the contact page
              - By phone at +33 1 53 34 91 82 from 9:00 AM to 6:00 PM (GMT+1)
              - By mail DOLPHINS & SHARKS - Customer Service - PO Box 230885 - New York NY 10023

Where is DOLPHINS & SHARKS based ?

DOLPHINS & SHARKS is a French company. Our headquarters are located 62 rue de Caumartin – 75009 Paris – FRANCE

Where can I buy DOLPHINS & SHARKS product ?

Please contact DOLPHINS & SHARKS customer service for more information on authorized resellers.

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