FAQ
RONELJAKE – Frequently Asked Questions (FAQ)
Welcome to the RONELJAKE Help Center — your quick guide to everything about orders, payments, shipping, returns, and support.
If you can’t find the answer you need, email us at [email protected] — we usually reply within 1 business day.
RONELJAKE is a Paris-based brand offering souvenirs, jewelry, gifts, and fashion accessories inspired by French art, beauty, and everyday emotion. Each piece captures the charm of Paris in a fashionable way.
It’s our promise: we turn experiences and travel memories into timeless accessories you can wear or gift with pride.
RONELJAKE SAS is located at Villejuif, France.
Orders & Payments
Simply browse our online store, add your favorite items to the cart, and check out securely.
We accept all major cards including Visa, MasterCard,Amex,Gpay, PayPal, and Apple Pay.
Yes. Payments are encrypted (SSL) and processed through PCI-DSS certified partners. We never store your card details.
For more information about data use, see our Privacy Policy.
If your order has not yet shipped, reach out to us via [email protected] immediately. Once dispatched, changes are no longer possible.
Shipping & Delivery
Yes. We ship to most countries worldwide. Please check out the Shipping information Page. If your destination isn’t listed at checkout, please contact us.
All parcels are prepared and dispatched from Villejuif, France.
We partner with Colissimo (La Poste) for France and the EU, and trusted international couriers for other destinations.
Orders are processed within 1–2 business days after confirmation. You’ll receive a tracking link once shipped.
Orders placed on weekends or French public holidays are shipped the next working day.
Shipping fees are calculated automatically at checkout based on your country and parcel weight.
- 🇫🇷 France: 2–3 business days
- 🇪🇺 EU: 3–7 business days
- 🌍 Rest of World: 6–12 business days
Free delivery options:
We also offer Express hand delivery (24h) – free for orders over 29€ in Paris, Villejuif, Le Kremlin-Bicêtre, Chevilly-Larue, and Rungis
We don’t offer express courier shipping at this time.
However, we provide Express Hand Delivery (24h) — free for orders over €29 in Paris, Villejuif, Le Kremlin-Bicêtre, Chevilly-Larue, and Rungis.
Your parcel will be personally delivered to your home, hotel, or Airbnb within 24 hours.
No, local pickup is currently not available. All orders are shipped directly from our Villejuif office to ensure smooth processing and secure delivery.
If your orders are not yet shipped, email us and we’ll do our best to combine them.
Tracking & Delivery Issues
Every shipment includes a tracking number sent by email once dispatched.
Tracking may take 24–48 hours to refresh. If no update appears after 3 business days, contact us for help.
If a parcel is returned to us after a missed pickup or wrong address, we can resend it (extra shipping applies) or refund minus original delivery costs.
If your parcel arrives damaged, please take clear photos of the item and packaging within 48 hours of delivery, then submit a Refund Request Form on our website.
Our team will examine your claim and guide you through the next steps.
For full details, please see our Refund & Returns Policy.
carrier directly using your tracking number.
If you’re unable to locate the parcel after these checks, contact [email protected] and we’ll open an official investigation with the carrier to help resolve the issue.
If your parcel stops updating or doesn’t arrive within the expected timeframe, please contact us so we can start a carrier investigation.
Once the courier confirms that the package is officially lost, we’ll immediately offer you a replacement shipment (if the item is still available) or a full refund to your original payment method.
You can request an address change only if your order hasn’t been shipped yet. Once the parcel has been dispatched, address changes are no longer guaranteed.
Returns & Refunds
Yes. You may return unused items within 14 days of delivery in their original condition and packaging.
- If the product is defective, damaged, or incorrect → RONELJAKE covers the cost.
- For all other reasons (change of mind, wrong size, etc.) → the customer pays return postage.
Refunds are processed within 14 business days once we receive and inspect your return.
For detailed conditions, please see our Refund & Returns Policy.
Customs & International
- EU orders: Prices include VAT — no additional fees.
- Non-EU orders: Local customs duties or import taxes may apply and are the customer’s responsibility.
Occasionally. Customs checks can extend delivery times by a few days, which is outside our control.
Yes. We offer Express Hand Delivery within 24 hours for orders over €29 in Paris, Villejuif, Le Kremlin-Bicêtre, Chevilly-Larue, and Rungis — including deliveries to hotels and Airbnbs.
Simply provide your booking name, accommodation address, and check-in details at checkout.
Your parcel will be personally delivered to your location for a fast and secure experience.
Contact & Support
📧 [email protected]
🕐 Monday – Friday, 9 AM – 6 PM (Paris time)
Yes — we assist customers in English and French.
We currently operate online only. Follow us on Instagram or Facebook for updates on pop-up events.
Our Promise
At RONELJAKE, we treat every order with care, transparency, and respect.
We don’t just sell souvenirs — we deliver emotion, art, and memories, beautifully packaged from Paris to the world.
That’s why we stand by our promise: Make Your Memories Fashionable.
