FAQ Serge Lutens
NEWS AND BENEFITS
HOW DO I KEEP UP WITH SERGE LUTENS NEWS?
By subscribing to the Serge Lutens Newsletter, you’ll be among the first to be informed about new products, events and brand news.
To subscribe to the newsletter, sign in to your account using the “Sign in” tab at the top right of the site and click on “Newsletter Subscription”.
Tick “I subscribe” then click “Save”.
You’ll instantly receive a newsletter subscription email in your inbox.
You can also subscribe via the “Receive our newsletter” at the bottom right of the site’s welcome page by entering your email address.
WHAT ARE THE BENEFITS OF ORDERING OFF THE SITE?
For every order made online, you’ll automatically receive 4 free perfume and/or makeup samples to be selected and added to your cart subject to availability. What’s more, delivery will be free for orders of 160£ and more and your order will be carefully packaged.
WHAT ARE THE PAYMENTS ACCEPTED ON THE SERGELUTENS.COM SITE?
Payment is made on the site, at the time of the order, in euros and only by credit card (Visa, MasterCard, American Express) or PayPal. All other methods of payment will be refused.
ARE ONLINE PURCHASES FROM THE SERGELUTENS.COM SITE SECURE?
During navigation, the Serge Lutens site uses HTTPS (Hyper Text Transfer Protocol Secure), a security protocol that aims to encrypt information exchanged between different internet sites in order to secure the transfer of data. HTTPS has been used on all global e-commerce sites for numerous years.
We also use 3D SECURE, a cardholder authentication procedure that ensures that the person making the order is the same person paying online. Only payments made with “CB” Visa and MasterCard benefit from this security.
WHAT ARE THE DELIVERY TIMES AND CHARGES?
We deal with and prepare packages Monday to Friday. Your order will be prepared within 24/48 hrs maximum (working days).
Dispatch times are those used by our partners (Colissimo France, Colissimo International Europe, FEDEX US).
It all depends on the type of delivery you choose:
Colissimo France: 3 to 5 working days / £6.50
Colissimo International: 3 to 5 working days / £13-18
DHL Express: 2 days / £13-21
For all orders over 160£ delivery is free.
For all engraved bottle orders, the delivery time may be extended by a week in France, 15 days maximum in Europe.
HOW DO I USE MY GIFT CODE?
To enter your gift code, add your products to your cart. Click on “My cart” at the top right of the site. Then in the “Summary” section, enter your code under “Do you have a gift code?” and finalise by clicking “Apply”.
I HAVE NOT RECEIVED AN ORDER CONFIRMATION EMAIL
Once your order has been confirmed, an order confirmation email will be sent to the email address you provided us with. If you have not received this email, check your junk folder and contact customer service if necessary.
HAS MY ORDER BEEN SHIPPED?
Once your order has been prepared, it will be shipped to the postal address you provided when the order was placed.
An email will be automatically sent to you at the time of shipping.
I PLACED AN ORDER BUT HAVEN’T RECEIVED MY PACKAGE. WHAT CAN I DO?
If your order doesn’t arrive, please contact our Customer Service on 01 47 48 80 16, by email at [email protected] or via the contact section on sergelutens.com (https://www.sergelutens.com/eur/contact/).
HOW DO I GET A RECEIPT FOR MY ONLINE PURCHASE?
To get your receipt, click on “Sign in” at the top left of the site and sign in to your customer account.
Click on “Orders”. A new page will open with information about your order, such as the date, amount and status.
Click on “View” on the right of the screen.
You then have access to the “Receipt” tab where you can print off receipts by clicking “Print PDF Order”.
If you have any problems, don’t hesitate to contact us by calling 01 47 48 80 16 or emailing [email protected]
CAN I CANCEL OR CHANGE MY ORDER AFTER CONFIRMATION?
Currently, it is not possible to cancel or change your order after confirmation. In fact, as soon as payment is confirmed, your order is sent in preparation to our warehouse so that we can send it to you as soon as possible.
However, if you would still like to cancel your order, you have the opportunity, according to the chosen delivery method, to refuse the package which will then be returned to us. Your refund will be effective upon registration of your package at our warehouse and you’ll be notified by email.
For all other queries, please contact our Customer Service on 01 47 48 80 16, by email at [email protected] or via the contact section on sergelutens.com (https://www.sergelutens.com/eur/contact/).
I’VE RECEIVED A DAMAGED PACKAGE
WHAT DO I DO IF A PRODUCT IS UNAVAILABLE AFTER MY ORDER?
If, despite our vigilance, an ordered product is no longer available when it comes to delivery, you will be warned as soon as possible by email or phone. This warning can be sent at any time between the order confirmation and delivery. Firstly, you’ll receive the available products in your order. For the unavailable products, you will have the opportunity to:
- either receive the missing product at a later date upon restocking,
- or ask for a refund of said product.
If you fail to contact Customer Service within 3 days, the order will be automatically sent with just the available products and the unavailable product will be refunded.
RETURNS AND REFUNDS
I’VE RECEIVED A DAMAGED OR FAULTY ITEM
WHAT ARE THE CONDITIONS FOR RETURNS?
1. The product must be unopened and must be sent back in its original packaging.
2. In the return package you must include the delivery note, as well as the completed return form attached to your order
3. If you have received a gift with your order, please include it in your package
HOW DO I CARRY OUT A RETURN? WHERE DO I SEND MY RETURN?
You can return all or some of your order within 14 days of receipt by attaching the return slip and sending it to:
ADS site d’Evreux - ZAC Long Buisson 2 - Rue Roland Garros 27930 Guichainville.
Returns are done by post and are paid for by the customer.
DO I PAY THE RETURN COSTS?
In accordance with Article L221-21-3 of the French Consumer Code, the costs of returning products are paid for by the customer, except in cases of a lack of conformity of the delivered products compared to the order. In this instance, the return costs will be paid for by the seller.
HOW DO YOU EXCHANGE ITEMS?
Due to COVID-19 current situation, the return period is extended to 60 days of receipt by attaching the return form and sending it to: ADS site d’Evreux - ZAC Long Buisson 2 - Rue Roland Garros 27930 Guichainville
Returns are done by post and are paid for by the customer.
WHAT IS THE WITHDRAWAL PERIOD?
In accordance with the provisions of Article L221-18 of the French Consumer Code, the customer has a consideration period of fourteen (14) working days after receipt to return the ordered product(s) that are unsatisfactory to them.
WHAT IS THE REFUND PERIOD?
The refund will be made into the account debited at the time of the order within a maximum of fourteen (14) days following the seller’s receipt of the products, provided that you have returned the products to us in their original condition to the address indicated on the return slip within 30 days of receipt of the order.
The seller can however postpone the refund until the products have been received or until the customer has provided proof of delivery of the items, the date being in line with the first of these requirements, and provided that all conditions indicated above are met. The seller will then proceed to the refund, using the same payment method as the customer will have used for the initial transaction. Under no circumstances will this refund result in a charge for the customer. You will receive an email notification of your refund from our Customer Service team.
HOW DO YOU CREATE AN ACCOUNT?
You can create your Serge Lutens customer account by clicking on “Sign in” found in the menu at the top right of our site. Then click on “Create an account” and enter the required information indicated by an asterisk. Finally, click “Confirm”.
A confirmation email will be sent to the email address you provided when creating your account.
If you need help or require further information, please contact our Customer Service on 01 47 48 80 16.
I’VE MADE MY ACCOUNT BUT CAN’T LOG ON
Please contact our Customer Service on 01 47 48 80 16 or visit the following link: https://www.sergelutens.com/eur/contact/
HOW DO I RECOVER THE PASSWORD TO MY ACCOUNT?
To recover your password, go to “Sign in” at the top right and click on “Forgotten password” on the left of the screen.
Then enter the email address you used to create your account and click on “Reset password”.
If an account is associated with this email address, you will receive an email with a link to reset your password.
If you have any problems, don’t hesitate to contact us by calling 01 47 48 80 16, emailing [email protected] or via the contact section on sergelutens.com (https://www.sergelutens.com/eur/contact/)
HOW DO I SUBSCRIBE/UNSUBSCRIBE FROM THE SERGE LUTENS NEWSLETTER?
Sign in to your account using the “Sign in” tab at the top right of the site and click on “Newsletter Subscription”.
Tick “I subscribe” then click “Save”.
You’ll receive a newsletter subscription email in your inbox.
Proceed in the same way to unsubscribe. Untick “I subscribe” then click “Save”.
If, however, you still receive newsletters, don’t hesitate to contact our Customer Service by phone or via https://www.sergelutens.com/eur/contact/
HOW DO I DELETE MY CUSTOMER ACCOUNT?
To delete your customer account, click on “Sign in” at the top right of the screen.
Once signed in, click on “Account deletion” then “Confirm”.
You can also contact our Customer Service on 01 47 48 80 16 or visit the following link: https://www.sergelutens.com/eur/contact/
WHERE CAN I FIND THE PRODUCT INGREDIENTS?
The list of ingredients can be found on the packaging of all of our products as well as each of the product files on sergelutens.com under the “Ingredients” tab.
If you have any questions, we invite you to contact our Customer Service by calling 01 47 48 80 16, by emailing [email protected] or via the contact section on sergelutens.com (https://www.sergelutens.com/fr/contact/)
ARE THE INGREDIENTS USED IN THE MAKEUP NATURAL, SYNTHETIC OR OF ANIMAL ORIGIN?
The ingredients used in the makeup products can be either natural (such as talc or mica) or synthetic (such as conservatives and pigments).
The only ingredients of animal origin used are beeswax in certain lipsticks and cochineal, a red/burgundy pigment which is currently impossible to replace in terms of colour.
ARE SERGE LUTENS PRODUCTS HYPOALLERGENIC?
All Serge Lutens products are developed in keeping with IFRA regulations and are tested to limit risks of allergies.
ARE SERGE LUTENS PRODUCTS TESTED ON ANIMALS?
Serge Lutens products are not tested on animals. These tests are banned in Europe.
WHERE ARE SERGE LUTENS PRODUCTS MADE?
Our fragrances are made in France.
Our makeup products are made in Japan.
WHERE CAN I FIND THE PRODUCTS’ MANUFACTURING AND EXPIRY DATES?
Our cosmetic products are stable for more than 30 months and do not, therefore, have an expiry date.
Only products which are not stable beyond 3 months should have an expiry date. This time frame is regulated by European law.
You can also find a symbol on each product showing how long the product should be used after opening.
ARE SERGE LUTENS PRODUCTS OFTEN REFORMULATED?
Due to perfumery regulations ensuring consumer safety and species preservation, fragrances are subject to regular modification. Our fragrances do not break this rule:
Certain materials affected by this legislation are therefore substituted in aid of products of the same quality. This operation is carried out by incredibly specialised experts and has no impact on the creative or olfactory quality of Serge Lutens fragrances. Just like their creator, they remain authentic.
HOW LONG DO SERGE LUTENS FRAGRANCES LAST ON?
A fragrance’s hold depends on its olfactory identity.
Notes can be persistent, or lighter and volatile.
A fragrance’s strength can also give the perception of hold or lingering scent.
DO SERGE LUTENS BODY PRODUCTS EXIST?
Serge Lutens does not currently offer any body products.
CUSTOMER SERVICE DEPARTMENT
HOW DO I CONTACT SERGE LUTENS CUSTOMER SERVICE?
Our Customer Service will be delighted to respond to your questions from Monday to Friday, 10:00-13:00 and 14:00-18:00 on 01 47 48 80 16 or at [email protected]
I HAVE A PROBLEM WITH A PRODUCT PURCHASED ON ANOTHER SITE
To guarantee the authenticity of Serge Lutens products, we advise you to consult and purchase from the official site www.sergelutens.com or from authorised points of sale - Boutique Palais Royal or Boutique Saint-Honoré.
We cannot guarantee the authenticity of the products available on other e-commerce platforms.
No returns or refunds can be carried out by Serge Lutens customer service for products bought outside of the official site.
HOW CAN I RECEIVE FRAGRANCE SAMPLES? MAKEUP SAMPLES?
For every order made online, you’ll receive free perfume and/or makeup samples to be selected and added to your shopping cart subject to availability.
ARE YOUR FACTORIES OPEN TO VISITORS?
Our factories are not open to visitors for safety and confidentiality reasons.