FAQ

Creating an account on the unknowbrand.com website allows you to follow the status of your orders, consult the history of your online purchases, update your contact details and benefit from numerous advantages (invitations to UNKNOW BRAND VIP evenings, presentation as a preview of new releases, etc.).

UNKNOW BRAND guarantees the security of your information: no personal data will be shared and your banking information is not recorded.

If you have forgotten your password to log in to your UNKNOW BRAND account, we invite you to click on the “Forgotten password” link then indicate the email address associated with your account.

You will then receive an automatic email to reset your password.

You can modify the personal information linked to your account by logging into your UNKNOW BRAND account. To do this, click on the small “my account” icon at the top right and enter your identifiers.

If you wish to delete your UNKNOW BRAND customer account, please send us your request by email to: contact@ukbcompany.com.

Payment for purchases on the Unknowbrand.com site can be made:

• by bank card (cards from the “CB”, Visa, Eurocard/Mastercard, American Express network are accepted). Cards issued by banks domiciled outside France must be international bank cards,
• by PayPal,
• by Apple Pay,
• by Shop Pay.

All transactions carried out on the unknowbrand.com site are secure. The presence of a padlock next to the page address starting with “https” tells you that you are in a secure environment.

Thanks to the 3DSecure system, the security of payments made with Visa and Mastercard cards is reinforced by the “Verified by Visa” and “MasterCard SecureCode” payment methods.

If you are a resident of France, you can pay for your order in 4 installments free of charge thanks to our partner Paypal.

If you encounter difficulties when paying for your order, we invite you to try another payment method, or to write to us by email at contact@ukbcompany.com.

Payment for your order will be debited from your bank account as soon as it has been confirmed.

An e-mail will be sent to you to notify you of the confirmation of your order.

When ordering online on the unknowbrand.com website, you can only use one payment card and one payment method per order.

After ordering on the unknowbrand.com website, you will receive a summary email to inform you that your order is being validated. As soon as your order is confirmed by our service, a confirmation email with the invoice corresponding to your purchase will be sent to you.

You will also receive the invoice in paper format, which will be placed in your package at the desired billing address.

French VAT of 20% is included in the sale price of our UNKNOW BRAND jewelry.

All orders placed on the unknowbrand.com website are secure. An SSL encryption system is in place to protect your personal and payment data. Your banking information will not be recorded by UNKNOW BRAND.

Furthermore, any payment on our website is secured by the 3D Secure system for the following cards: Visa, Mastercard and American Express. During payment, an additional step is added to verify the identity of the card holder and thus validate the transaction.

For any questions relating to the 3D Secure procedure, we invite you to contact your bank.

A UNKNOW BRAND piece of jewelry ordered on the website is presented in its case and a bag. Your purchase is shipped securely in a neutral cardboard box.

Delivery of your item will take place via our carrier, to the delivery address indicated when validating your order within an estimated time of 2 to 8 working days.

All our deliveries are secure with hand delivery against signature.

Shipping costs will be free for all online purchases.

You can track the status of your delivery from your UNKNOW BRAND account.

To do this, log in to your account and click on “My Orders”. An underlined “track this delivery” link is located next to the tracking number of your order, it allows you to know the delivery status of your order.

The tracking link is also present in the shipping email for your order.

If you placed an order on the unknowbrand.com website, log in to your account then go to “My Orders” to check the status of your order.

If your order is announced as "Shipped" and the estimated delivery time has been exceeded, we invite you to contact our Customer Service very quickly by email at the following address: contact@ukbcompany.com.

We deliver online orders to the following countries: France (including overseas territories), Germany, Andorra, Austria, Balearic Islands, Belgium, Bulgaria, Cyprus, Vatican City, Croatia, Denmark, Spain, Estonia, Finland, Greece , Gibraltar, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Czech Republic, Romania, United Kingdom, Slovakia, Slovenia, Sweden, Switzerland.

For deliveries to other countries, you can contact our customer service by email at the following address: contact@ukbcompany.com.

If you do not live in one of the countries mentioned in the general conditions of sale, please contact our Customer Service by email at the following address: contact@ukbcompany.com.

Customs fees are not included in the price of your jewelry, they will be the responsibility of the customer and to be paid upon arrival of your order (for all orders outside France and the European Union).

A valued invoice will be sent to you by email when the order is confirmed. You will also receive the invoice by mail with the package to the desired billing address.

If you check the gift option during your purchase on the UNKNOW BRAND online store, a purchase order without mention of price will then be given in place of the invoice in order to avoid any price appearing in the package.

Deliveries to post office boxes or ARAMEX zones are not supported on the unknowbrand.com website.

You can find our delivery terms by clicking here.

Unfortunately, we do not offer you the possibility of picking up your order in store.

Only home delivery is possible.

It is not possible to ship your order to multiple addresses.

If you wish to change the delivery address you have provided, please contact customer service by email at contact@ukbcompany.com no later than 30 minutes after placing your order.

Please note, despite all our efforts and our responsiveness, it is impossible for us to guarantee that we will be able to change the address on time.

For any exchange or refund, the jewelry must not have been worn, returned to its box with the certificate of authenticity and the invoice.

I would like to be reimbursed:
UNKNOW BRAND offers to send you any jewelry that you would like to return to us. You have the option of returning your jewelry within: 14 days from the date of receipt of your order for a refund by exercising your right of withdrawal.

I would like to make an exchange:
You have up to 30 days from the date you receive your order for an exchange.
To return a piece of jewelry, we invite you to contact our customer service by email at the following address: contact@ukbcompany.com or via the “Contact” section at the bottom of the page of the unknowbrand.com website.
Our carrier will then contact you to schedule the collection of the package.

If the jewelry received does not correspond to your order, we invite you to contact our customer service by email at the following address: contact@ukbcompany.com or via the "Contact" section at the bottom of the page of the unknowbrand.com website .

If upon delivery of your order by our secure carrier you notice that the package is damaged, be sure to express your reservations on the delivery slip before signing.

In the event of a problem, we invite you to contact our customer service by email at the following address: contact@ukbcompany.com or via the “Contact” section at the bottom of the page of the unknowbrand.com website.

If the UNKNOW BRAND jewelry is not suitable, we invite you to collect it to make a return (within a maximum of 14 days following receipt of the package) in order to place a new order.

As a Customer residing in the European Union, you have the right to withdraw from your UNKNOW BRAND purchase within 14 days without justification. This withdrawal period expires after 14 days from receipt of your order by you, or by a third party (other than the carrier).

To exercise your right of withdrawal, you can contact our customer service by email at the following address: contact@ukbcompany.com or via the “Contact” section at the bottom of the page of the unknowbrand.com website.

If you cancel within the specified period of maximum 14 days, we will refund all payments received, including delivery costs. The refund will be made using the same means of payment as that used during the initial order.

Each product that has been personalized cannot be exchanged or refunded.

Please refer to the General Conditions of Sale for more information.

Only a purchase made in the store of an official UNKNOW BRAND reseller or on the unknowbrand.com website can guarantee the authenticity of a UNKNOW BRAND piece of jewelry.

When purchasing a UNKNOW BRAND piece of jewelry, you will be given an invoice and a certificate of authenticity; be sure to keep these two documents carefully.

All UNKNOW BRAND jewelry is subject to the legal guarantees in force.

Are not covered by these guarantees: damage resulting from accidents or improper or abusive use of the jewelry; the consequences of normal use and aging of the jewelry as well as damage resulting from repairs or dismantling not carried out by the UNKNOW BRAND workshop.

In order to resolve your problem as quickly as possible, we invite you to go to a UNKNOW BRAND retailer's store, with your authenticity card.

Our partner jewelers will then be able to carry out a careful examination of your piece and take care of your after-sales service.

The time and cost of the repair may depend on the damage present on your jewelry.

First, our after-sales service will carry out a careful examination of your jewelry and contact our reseller's store to inform them.

The store will subsequently contact you to inform you of the deadline and a possible quote for the repair of your jewelry.

In order to follow the progress of the repair of your jewelry, we invite you to contact directly the store of our authorized UNKNOW BRAND reseller, where your jewelry was left.

The store will then be able to give you more information or contact our after-sales service and get back to you.

The invoice is not obligatory but can still be an additional element.

However, it is important to deposit your jewelry by presenting the UNKNOW BRAND certificate of authenticity issued during your purchase.

Please refer to our “Advice and Maintenance” page which is located in the “Customer Service” menu on the unknowbrand.com website.

To be able to put on your cord bracelet, we invite you to loosen the cord as much as possible by sliding the two small knots towards the ends. you can then slip the bracelet around your wrist then tighten the two knots towards the inside of the bracelet.

The size is unique and adjustable.

Please note that if the bracelet is too large or too small, you can contact us by email at contact@ukbcompany.com so that we can send you a shorter or longer cord to adapt it to your wrist.