FAQ

• How to be informed (e) of the news?

By subscribing to the Albanu Newsletter, you can also find us on our social networks Instagram and Facebook.

 

• How do I log in if I forgot my password?

If you forget your password, you can select «forgot password», and follow the procedure via a link that will be sent to you on the email used for your account.

• What are the delivery options and associated fees?

For all products delivered in France, delivery costs are offered by colissimo, from 2 to 5 working days.

We offer delivery in 24/48 hours by Chronopost.

We offer delivery in 24h/48h by DHL Express excluding weekends.

The shipping costs will be applied during the summary of your basket.

 

• Can I have my order delivered to the workshop?

Yes, it is possible to pick up your order directly in the workshop, for this you just have to contact us by mail or by phone via customer service.

 

• How long do I have to pick up my order at the workshop?

You have 30 days to pick up your order at the workshop, after this time it will be sent to you and delivery charges will be applied.

 

• Can I change my delivery address after placing an order?

You can contact us by phone and email, we can make the change of address internally before delivery.

Any order already send the change of address will not be taken into account.

• What is the return procedure? How long do I have to return my order?

In accordance with the provisions of article L121-21-8 of the Consumer Code, Consumers will not be able to claim any right of withdrawal for orders of all custom-made items after the period of 7 days from the date of purchase.

No return or exchange on discounted products.

You can contact us for any questions at contact@albanu.mc

• How do I place my order by phone?

Please contact our customer service for any questions at +377 97 98 65 00, from 10:00 to 17:00, Monday to Friday.

 

• How do I place an order on albanu.mc?

You can add your items by clicking on «add to cart».

To proceed with the validation of your order, simply:

1) Create an account or log in.

2) Fill in the delivery information fields.

3) Fill in the payment information.

4) Check and validate your order.

 

• What payment methods do you accept?

We accept payments by credit card and PayPal.

For all people residing in Monaco, payment by Carlo is accepted only in the workshop.

 

• How will my order (packaging) be shipped?

Your order will be shipped in a cardboard box, with tissue paper. The bracelet will be in its pouch and box.

 

• How soon will I receive my order?

All our bracelets are custom made to order. The manufacture of our bracelets takes between 1 and 7 days; bracelets with an all-gold clasp can go up to two weeks the time to design the clasp and have it guaranteed. Bracelets made of elephant or giraffe hair take at least a fortnight; in fact, they require a verification from the Ministry of the Environment in order to provide CITES, a certificate proving their origin and that no animals have been poached.

It is important to note that this duration is reliable if we have stock on the hair, we are dependent on the natural reserves of Southern Africa on the origin of the hair, in the case of a too low stock you will be informed by email of the time to receive your bracelet.

 

• I want to cancel my order.

Please contact us at contact@albanu.mc

 

• I made a mistake in my order, can I change it?

Please contact us at contact@albanu.mc

 

• How do I track my order?

When shipping your order you will receive an email with your package tracking.

 

• The package is indicated as delivered and I have not received anything.

Please contact the service department at sav@albanu.mc

 

• My order arrived damaged, what to do?

Please contact the service department at sav@albanu.mc

 

• How to maintain the bracelets?

All our bracelets are made of natural materials so it is important to remove them during physical activities or swimming and also during the shower.

 

• How to keep a giraffe hair bracelet?

The giraffe hair is a natural material not treated in the workshop, therefore it is necessary to avoid wetting the bracelet, not to wear it during physical activity to guarantee its longevity.

 

• How to keep a horsehair bracelet?

The horsehair is a natural material not treated in the workshop, therefore it is necessary to avoid wetting the bracelet, not to wear it during physical activity to guarantee its longevity.

 

• How to keep a buffalo horn bracelet?

The buffalo horn is a natural material not treated in the workshop, it is a rigid material that requires delicate handling when it must be worn and removed from the wrist. In addition it is necessary to avoid wetting the bracelet, not to wear it during physical activity to guarantee its longevity.

 

• How to keep an elephant hair bracelet?

Elephant hair requires special maintenance to nourish the fibers (with a natural oil, sweet almond oil) to ensure better longevity.

A bottle of this oil will be provided for any purchase of elephant hair bracelet. Avoid wetting the bracelet, do not wear it during physical activity to guarantee its longevity.

• Where can I buy authentic Albanu items?

Directly on our website or among our many dealers worldwide

 

• What is Albanu doing to combat poaching?

The mission of The Albanu Foundation, an NGO operating in Southern Africa, is to protect elephants and rhinos using state-of-the-art tracking and monitoring technologies. The Albanu Foundation is committed to safeguarding these iconic species by:

1. Species Conservation: The Albanu Foundation works to preserve elephant and rhino populations by combating poaching and illicit trafficking of their products. It aims to maintain safe habitats for these animals.

2. Use of new technologies: The Albanu Foundation adopts advanced technologies such as GPS tracking devices, drones, surveillance cameras, and geospatial data systems to monitor and track these animals effectively.

3. Awareness and education: The NGO works to raise awareness of elephant and rhino conservation issues among local communities and the international public. It organizes educational programs to promote understanding and respect for these species.

4. Collaboration: The Albanu Foundation works in partnership with other NGOs, wildlife agencies and other stakeholders to coordinate regional conservation efforts.

5. Sustainable Development: The organization promotes sustainable natural resource management practices to ensure the harmonious coexistence of human communities and wildlife, thus promoting the well-being of all.

In summary, The Albanu Foundation’s mission is to safeguard elephants and rhinos in southern Africa by using cutting-edge technologies for monitoring and follow-up, while promoting awareness, education, collaboration and sustainable development in the region.

 

• Where are Albanu items made?

All our items are handmade and custom made in our workshop in Monaco.

 

• Where can I find more information about Albanu products?

Please contact our customer service for any questions at +377 97 98 65 00, from 10:00 to 17:00, Monday to Friday.

Or you can directly ask questions to your jeweler (assigned/preferred).

 

• How do I customize my item?

We offer engravings on clasps, or customizations of clasps on request, by mail or phone.

 

• Can I select the elephant hair for my bracelet?

All elephant hair is different, however we cannot guarantee a standardization of shape, color, sizes. Which every single Albanu elephant hair bracelet.

 

• Can I make a bracelet with the horsehair of my horse?

We can make a bracelet with the horsehair of your horse, for this it is enough to recover a wick of horsehair tail with a length of 30-40cm long and a thickness of a piece of two euros. The horsehair must be pre-washed before sending. For any questions about the personalised horsehair you can contact us by email: contact@albanu.mc.

 

• The color does not match the photos, is it normal?

Because we use natural materials, our photos cannot be contractual. Each bracelet is unique, and we cannot guarantee a standardization of shape, color, sizes.

• Do I need the purchase invoice to have my product repaired?

For any bracelet purchased on our website under warranty, you must attach the warranty voucher or purchase invoice.

For any bracelet purchased in jewelry under warranty, it is mandatory the guarantee voucher.

 

• I received an Albanu product. How do I proceed if I need to have it repaired?

You can contact us for any questions at sav@albanu.mc

 

• How do I fix my Albanu item?

You can contact us for any questions at sav@albanu.mc

For all bracelets that are not under warranty, a repair quote will be sent to you.

After Sale Prices

 

• How can I follow the progress of my repair?

You can contact us for any questions at sav@albanu.mc or by phone at +377 97 98 65 00.

 

• What is the repair time and cost of repairing an Albanu product?

The repair period is 10 working days minimum.

Below are our repair rates:

After Sale Prices

 

• How to call our advisors or write to Customer Service?

BY PHONE:

+377 97 98 65 00

BY EMAIL:

sav@albanu.mc

contact@albanu.mc