SPOT LIGHT
Aroz présente sa nouvelle production : SPOTLIGHT, une série d'épisodes qui mettront en avant chaque étape du parcours d'Aroz.
16 Aug,2023
Spotlight #3
First inquiries :
The quality
So we are in 2018 and embarking on this new adventure in the world of creation. Very quickly, the first questions confront us: price, quality, durability, materials. All these questions for which we have no answers yet.
When embarking on the journey of creating jewelry, quality becomes a central element. At Aroz Jewelry, right from the beginning, we faced customer feedback regarding defective pieces. Faced with these concerns, a crucial question emerged: how to handle these returns and repairs while remaining true to our values? We had committed to offering a range of handmade jewelry in silver, vermeil, and gold, crafted in a sustainable and responsible manner. The challenge was significant.
Our handmade pieces, crafted by artisans, hold the unique characteristic of being one-of-a-kind. However, this uniqueness can sometimes come with minor imperfections. For instance, a gold ring worn daily might lose its color more quickly. Confronting this, it was essential for us to provide customer service that met our clients' expectations.
With this in mind, we launched our "Seconde Life" service. Through this service, our customers can return their damaged or worn jewelry for repair or refurbishment. We take immense pride in this service as it perfectly reflects our commitment to sustainability.
Initially, "Seconde Life" was a free service. We felt a special sense of pride in this offering that clearly stood out in the market. We were fully aware that the free nature of this service was one of your purchasing criteria.
However, regrettably, we were forced to reassess our model due to significant increases in raw material prices. Unfortunately, covering all these additional costs became unfeasible. Today, we offer a one-year warranty during which repairs are complimentary. After this period, a cost is associated with the repair, but always with the promise of restoring your jewelry to its original brilliance.
Over time, we've learned to navigate the challenges that artisanal production can present. Processes like plating are delicate operations. A slight alteration in the process can impact an entire production. This is what happened to us recently. Faced with a shortage of essential elements for plating, hundreds of our jewelry pieces were affected. Some clients returned damaged jewelry after only a few weeks of use. It was a blow to our brand image.
But at Aroz Jewelry, we view every challenge as an opportunity. We took these setbacks to heart and worked tirelessly to find solutions. Today, we are stronger, more resilient, and as determined as ever to provide our customers with quality, sustainable, and responsible jewelry.