Paris Souvenir – 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 contact@roneljake.com — we usually reply within 1 business day.

Table Of Contents

Paris Souvenir – Frequently Asked Questions (FAQ)
- About RONELJAKEOrders & PaymentsShipping & DeliveryTracking & Delivery IssuesReturns & RefundsCustoms & International OrdersContact & SupportOur Promise
About RONELJAKE

About RONELJAKE
Orders & Payments
Shipping & Delivery
Tracking & Delivery Issues
Returns & Refunds
Customs & International Orders
Contact & Support
Our Promise

About RONELJAKE

Who is RONELJAKE?

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.

What does “Make Your Memories Fashionable” mean?

It’s our promise: we turn experiences and travel memories into timeless accessories you can wear or gift with pride.

Where are you located?

RONELJAKE SAS is located at Villejuif, France.

Orders & Payments

How do I place an order?

Simply browse our online store, add your favorite items to the cart, and check out securely.

Which payment methods do you accept?

We accept all major cards including Visa, MasterCard,Amex,Gpay, PayPal, and Apple Pay.

Is my payment secure?

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.

Can I cancel or modify my order after confirmation?

If your order has not yet shipped, reach out to us via contact@roneljake.com immediately. Once dispatched, changes are no longer possible.

Shipping & Delivery

Do you ship internationally?

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.

Where is my order shipped from?

All parcels are prepared and dispatched from Villejuif, France.

Who delivers my order?

We partner with Colissimo (La Poste) for France and the EU, and trusted international couriers for other destinations.

When will my order be shipped?

Orders are processed within 1–2 business days after confirmation. You’ll receive a tracking link once shipped.

Do you ship on weekends or holidays?

Orders placed on weekends or French public holidays are shipped the next working day.

How much does shipping cost?

Shipping fees are calculated automatically at checkout based on your country and parcel weight.

What are the delivery times?

🇫🇷 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

Do you offer express shipping?

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.

Can I pick up my order locally?

No, local pickup is currently not available. All orders are shipped directly from our Villejuif office to ensure smooth processing and secure delivery.

Can I combine multiple orders?

If your orders are not yet shipped, email us and we’ll do our best to combine them.

Tracking & Delivery Issues

How can I track my order?

Every shipment includes a tracking number sent by email once dispatched.

My tracking hasn’t updated — what should I do?

Tracking may take 24–48 hours to refresh. If no update appears after 3 business days, contact us for help.

I missed my delivery — what happens?

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.

My parcel arrived damaged — what should I do?

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.

My order says “Delivered” but I didn’t receive it.

Please contact the carrier directly using your tracking number.
If you’re unable to locate the parcel after these checks, contact contact@roneljake.com and we’ll open an official investigation with the carrier to help resolve the issue.

What if my package is lost in transit?

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.

Can I change my shipping address after ordering?

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

Can I return or exchange an item?

Yes. You may return unused items within 14 days of delivery in their original condition and packaging.

Who pays for return shipping?

– 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.

How long does a refund take?

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

Do I have to pay customs or import taxes?

– 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.

Can customs cause delays?

Occasionally. Customs checks can extend delivery times by a few days, which is outside our control.

Can you deliver to hotels or Airbnbs?

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

How can I contact you?

📧 contact@roneljake.com
🕐 Monday – Friday, 9 AM – 6 PM (Paris time)

Do you offer multilingual support?

Yes — we assist customers in English and French.

Do you have a physical store?

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.

Paris Souvenir – Frequently Asked Questions (FAQ)

About RONELJAKE
Orders & Payments
Shipping & Delivery
Tracking & Delivery Issues
Returns & Refunds
Customs & International Orders
Contact & Support
Our Promise

About RONELJAKE

Orders & Payments

Shipping & Delivery

Tracking & Delivery Issues

Returns & Refunds

Customs & International

Contact & Support

Our Promise

Free Shipping

3DS Secured Payment

Online Support

RONELJAKE

LEGAL SUPPORT

CUSTOMER SUPPORT

GET 10% OFF
YOUR FIRST PURCHASE

RONELJAKE

CUSTOMER SUPPORT

LEGAL SUPPORT

GET 10% OFF
YOUR FIRST PURCHASE

Paris

Paris Souvenir – Frequently Asked Questions (FAQ)

Our Promise

GET 10% OFF YOUR FIRST PURCHASE

Free Shipping

3DS Secured Payment

Online Support

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LEGAL SUPPORT

CUSTOMER SUPPORT

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LEGAL SUPPORT