Frequently Asked Questions

1. When will my order ship?

Each piece is custom-made to order in the United States, requiring 5-7 business days for crafting and processing before shipment. You'll receive a confirmation email with tracking information once your order ships. Due to ongoing supply chain challenges, some components may have extended lead times, and we appreciate your patience.

2. Do you ship internationally?

Yes, we ship worldwide using USPS and other international services. Shipping rates and delivery times vary by location and are calculated at checkout. International duties, taxes, and customs fees are not included in the checkout total and are the buyer's responsibility. Please refer to your country's government website for customs information.

3. How can I track my order?

Once your order ships, you'll receive an email with a tracking link to follow your package's journey. For international USPS shipments, tracking updates may not be available after the package leaves the United States, as it transfers to your country's postal service.

4. What is your shipping policy?

US Shipping: We are not responsible for packages lost, stolen, or damaged in transit. We recommend purchasing Route insurance for protection. Ensure your delivery address is correct and secure; items returned as undeliverable incur a reshipping fee.

International Shipping: We are not responsible for packages lost, stolen, or damaged in transit. Once a package leaves the United States via USPS, tracking updates may cease. Buyers are responsible for all duties, taxes, and customs fees.

5. What is your return policy?

Due to the custom, made-to-order nature of our jewelry, all sales are final for items purchased on sale, with a coupon code, or from our Signature Collections (e.g., The Bora Bora Collection). For other items, returns may be eligible for store credit only, subject to:

• A 15% restocking fee deducted from the store credit.
• Buyer-paid return shipping costs.
• Prior authorization via info@maisonlasirene.com or our Contact Form.

Items must be returned in original packaging, unworn, and undamaged. We reserve the right to decline returns showing signs of wear or damage.

6. How do I start a return or exchange?

To initiate a return for store credit, email info@maisonlasirene.com or use our Contact form with your order number. We'll guide you through the process. Exchanges are not offered due to the custom nature of our jewelry.

7. What if my item arrives damaged?

All items are photographed before shipping to document their condition. If an item arrives damaged:

• Email info@maisonlasirene.com or use our Contact form with your order number and high-resolution photos of the damage.
• We'll review on a case-by-case basis to determine if a repair or replacement is warranted.
• Items damaged due to improper return packaging or wear are not eligible.

8. Can I cancel my order?

Because each piece is custom-made and supplies are allocated upon purchase, orders cannot be canceled once placed.

9. What materials are used in your designs?

Our jewelry is crafted with thoughtfully sourced natural elements like pearls, shells, and mother-of-pearl, accented with fine metals and gold-plated details. Each piece is unique, with natural variations in pearls and gemstones that enhance its beauty.

10. How should I care for my jewelry?

Store your pieces in a cool, dry place, away from prolonged exposure to water, perfumes, or lotions. Gently wipe with a soft cloth to preserve their natural luster.

11. What payment methods do you accept?

We accept all major credit cards, PayPal, Shop Pay, Apple Pay, and Google Pay.

12. Is my payment secure?

Yes, all transactions are encrypted and processed securely through trusted payment providers.

13. Do you offer gift packaging?

Every order arrives in our signature La Sirène packaging, perfect for gifting.

14. Can I request a custom piece?

For a truly unique piece, L'Atelier La Sirène offers a private bespoke experience to bring your vision to life. Visit the L'Atelier La Sirène link on our homepage to start your personalized consultation.

15. How can I contact La Sirène?

Reach out to our client services team at info@maisonlasirene.com or via our Contact form with any questions. We're here to assist!