Beautiful Toi & Moi ring, but surprising hidden costs and complicated return process
Ordered a Toi & Moi engagement ring (wrong size, as I didn't know my partner's finger size). The jewelry itself is truly pretty and well-crafted.
First surprise: I inquired about resizing – the quoted cost was almost as high as buying a new ring. This fee is not disclosed anywhere on the website, nor mentioned during checkout or in order confirmation.
The website states "Returns are free within 30 days of receiving the jewelry" – I asked for clarification, and only then was told this only covers return shipping costs if resizing is chosen, not a full return/refund.
I then exercised my EU consumer right to a full 14-day withdrawal/return. The seller initially refused, claiming the ring was "custom-made" (it was made from standard dropdown options: metal, stones, size – no engravings or unique design).
After several emails referencing EU Directive 2011/83/EU and French Consumer Code, the return was accepted "as a gesture of goodwill". The ring was sent back tracked; it was refused multiple times before being collected.
Refund was delayed as I have opened a dispute in my bank. Money finally returned after several months.
The jewelry is lovely, but the lack of transparency on resizing/return costs and the obstructive handling of a legal EU return make this a risky purchase for international buyers.
Reply from Naomie Richard Joaillerie
Thank you for sharing your feedback. We are pleased that you found the Toi & Moi ring beautiful and well-crafted.
We would like to clarify several important points regarding your experience:
Firstly, the ring you ordered was not just one or two sizes smaller, but eight sizes smaller than required. While you mention “I didn't know my partner's finger size,” our detailed size guide is available in English on every ring page. Despite this guidance, a size was deliberately chosen at random rather than confirmed, which resulted in a ring far from the correct size. As these are made-to-order pieces, it is therefore not unexpected that a resizing of this magnitude involves significant costs in both materials (notably gold) and labor, with international delivery adding further expenses. We had proposed three options to minimize costs, but modifying a custom-made ring of this scale inevitably incurs additional charges.
Regarding your comment on resizing costs and returns: there is no standard price list for resizing because costs vary depending on the model and the magnitude of the adjustment, and each quote is personalized. This is clearly specified in our Terms & Conditions. While our website states that “returns are free within 30 days of receiving the jewelry,” this applies only in cases of a resizing. For any other modifications or returns, different terms and costs may apply, as also explained in our FAQ and Terms & Conditions. We regret that this information was not reviewed or that you did not contact us for clarification, particularly given that the ring was ordered without confirming the correct size. To ensure greater clarity and avoid similar misunderstandings, we have updated our website and communications to make this distinction clearer for all customers.
Secondly, although our rings are selected from standard catalogue options, each piece is created specifically for the customer and does not exist prior to order. Therefore, it is a made-to-order product, and the standard EU Directive 2011/83/EU on consumer returns does not apply. Nevertheless, as a gesture of goodwill, we processed a full refund, because we value our customers and want to ensure a positive experience for everyone.
Regarding the refund, the ring was returned during the October holidays, and the bank transfer was completed within 14 days of receipt, in full compliance with our policies. All proof of payment and documentation was provided. Any delay in the refund was due solely to the dispute you initiated with your bank without informing us, which caused multiple counter-orders and additional verifications, resulting in extended processing times. This is entirely outside our control and does not reflect on the timeliness of our refund.
We take pride in our transparency and service, and we respectfully affirm that we acted correctly, professionally, and in good faith throughout the entire process. This experience has also helped us refine our communications to ensure similar situations are avoided in the future.
We wish you all the best going forward.