FAQ JEAN PAUL GAULTIER
ABOUT JEAN PAUL GAULTIER AND OUR PRODUCTS
Who is Jean Paul Gaultier?

Spectacular and daring! The much-loved "enfant terrible" of Fashion made his avant-garde and binding signature. For him and for her. Liberté, égalité, Jean Paul Gaultier! Distinctive features of the fragrances included the Classique corset and the “Le Male” sailor striped top. A sensuously addictive game of seduction. 

Where can I find out information about your products?

All information related to our products are featured on each product detail page. You can find the product view, the full ingredients list and all the capacities

How can I find out the ingredients of your products?

Ingredients are listed on the product page of each product; you can access the ingredient information in the ingredient section by clicking on “more details”. You can also find the ingredients on the packaging. 

What is the “Try & Buy” service?

With the "Try & Buy" service, Jean Paul Gaultier offers you the opportunity to try your fragrance before opening it. When you buy a perfume*, you automatically receive its free sample. Test the sample before opening the bottle. If you don't like the fragrance, simply return the unopened bottle in its original packaging. Returns are free of charge within 14 days of the delivery date. 

*This mechanism is offered for all fragrances while stocks last, The Fragrances - Le Male on Board, Le Male in the Navy, Ultra Male, Scandal Gold, our sets and ancillaries are excluded from this offer.
 

What is the discovery kit?

Our discovery kits give the opportunity to try our best sellers. If you like one of them, you can redeem £12 on your full-size purchase. This purchase should be related to one of the vials included in the discovery kit. For the Discovery kit including men fragrances, you can redeem for any size of the following fragrances - Le Male, Le Beau, Le Male le Parfum, Scandal Pour Homme; For the discovery kit including women fragrances, you can redeem for any size of the following fragrances – Classique Eau de Parfum, Classique eau de toilette, Scandal and So Scandal! This code will be given inside your box and an email will be also sent. You will be able to use this code when check-out, under “the code” field in your cart or before proceeding to payment. The code provided for the discover kit purchase is unique and applicable for only one order of a full-size fragrance. The code can be used in the 3 following months after the purchase of the discovery kit.

 

HOW TO BUY?
How to purchase online?

To purchase on Jean Paul Gaultier e-shop, you must choose the product you want to order and indicate your desired quantity. If you are looking for a specific item, you can use our search engine in order to find products by name.

When you have made your selection, click on “checkout”, from your cart you will be able to select your free samples and add a personal message if your order is a gift.

Over £60 spent you can have the possibility to get a miniature and over £80 the possibility to pick either a miniature or a GWP. For any fragrance or gift set purchase a branded pattern tissue tote bag will be offered.

To proceed to check out, click again on “check out”. You can create an account to access our exclusive services or continue your purchase as a guest.

If you have any questions or concerns, please contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.

 

Can I order as many products of the same reference I want?

You can order as much as 4 units of the same reference. However, it is possible to order only 1 unit of discovery kit reference per every single transaction.

Please note that you cannot have fashion and fragrance items on the same shopping bag. If you want to purchase both, you need to proceed to check out once for the fragrance idem, and then a second time for the fashion item.

Can I cancel my order?

You cannot manually cancel your order on the website. If you wish to do so please contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.

We will do our best to accommodate your request. However, we cannot ensure your purchase can be cancelled. You can refuse the delivery and the parcel will be sent back free of charge within 3-5 days.

Can I make an exchange?

The products cannot be exchangeable. However, you can use the pre-paid and pre-filled return label and return an item for free within 14 business days from the day you received the order. We will issue a refund within a maximum of 14 calendar days. You can then re-order the item at any point. All returned items should be sent in their original packaging, in perfect condition, unused, sealed and accompanied by all the accessories and documents provided with them at the time of delivery. Any personalized, revised or altered product, or any product returned in a damaged, used, unsealed, incomplete or sailed condition, may not be refund.

If your return does not comply with previous terms and conditions, Jean Paul Gaultier will be unable to reimburse for the cost of the product(s).

Please note that returns are free of charge from the regions we deliver to.

Can I get an invoice?

In order to get an invoice, please contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm, with your name, last name and order number. If your billing address is different from your delivery address, please notify us in your e-mail. Our Customer Service will send your back the invoice by e-mail as soon as possible.

Can I buy your products at a physical store?

You can buy our products on the selected Retail stores that you will find on the Store Locator.

How can I add samples to my order?

For the products qualified for the Try & Buy service, the sample of the fragrance qualified for the Try & Buy service will be automatically provided* and you will be able to select 2 additional samples** when check-out. For any other order without the Try & Buy service, you will be able to select 2 samples** when check-out.

 

*while stock lasts

** if the selected samples are not available, the brand will take the liberty to replace them.

How can I add miniatures or a gift-with -purchase to my order?

For any purchase below £60 no miniature or gift-with-purchase will be sent.

For any purchase above £60 you will be able to pick one miniature to your order.

For any purchase above £80 you will be able to pick either a miniature or a gift-with-purchase

If you apply a promo code to your order an get a cart below £60 or £80, the above rules will apply.

A branded pattern tissue tote bag will be added to any purchase of a fragrance of a gift set.

PAYMENT
How can I pay for my order?

You can pay your order by American Express, MasterCard, Visa, Paypal or Klarna.

When will my card be charged?

Your credit card or Paypal account will be debited as soon as your order is dispatched. Please note that a pending settlement will be placed on your card or Paypal account when the order is placed.

Is payment secured?

For Jean Paul Gaultier, the security of online purchases is fundamental. All transactions are performed through secure payment systems. All data is processed in accordance with our privacy policy. You can check our Privacy Policy by clicking here.

 

 

My payment has been declined: what should I do?

If your payment has been declined, please follow the steps below:

  1. Try your payment again by clicking on “retry payment”
  2. To help ensure your order is not declined when placing a new order we suggest you check the following:

Check the card details or Paypal account, to make sure the information is correct, e.g. the expiry date or your billing address.

Make sure you enter the security code correctly – it’s the 3-digit numbers on the back of your card for VISA and MasterCard. For American Express, it’s the 4-digit code that appear on the front of the card.

Your card issuer may have declined your payment, as we do not know the reason, we suggest you directly contact your bank.

If you have checked all the above, please try to pay with another card or contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.

ONLINE SHIPPING & DELIVERY
Which countries does Jean Paul Gaultier ship to?

Please note that Company carries out delivery and return of its Products only in mainland UK, excluding Northern Ireland and the following regions and territories: Anguilla, Ascension Island, Bermuda, British Indian Ocean Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Man, Guernsey, Jersey, Montserrat, Pitcairn Islands, Saint Helena, South Georgia & Sandwich, Tristan da Cunha, Turks and Caicos Islands.

How much does the shipping costs?

We offer FREE standard 3-5 days shipping to UK over £42 purchase (excluding Northern Ireland and the following regions and territories: Anguilla, Ascension Island, Bermuda, British Indian Ocean Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Man, Guernsey, Jersey, Montserrat, Pitcairn Islands, Saint Helena, South Georgia & Sandwich, Tristan da Cunha, Turks and Caicos Islands.)

 

Standard 3-5 days shipping (orders below £42)

Standard 3-5 days shipping 
(orders over £42)

Express 1-2 days shipping (for all orders)

£7 

FREE

£13

Is my package insured or do I need to sign for my order?

All purchases are insured against theft and accidental damage while in transit from Jean Paul Gaultier e-shop to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we may require a signature as proof of delivery.

 

How long will it take my order to arrive?

Standard shipment takes 3-5 business days. Express shipment takes 1-2 business days. Once your parcel has left our warehouse, you will receive a shipping confirmation e-mail.

 

Express Shipment: Orders placed before 11am Monday to Friday will be shipped the same day, after 11am, the next business day.

  

How do I track my order?

Once your parcel is sent, you will receive a shipping confirmation email from JPG, with a tracking link to UPS where you can track your order from. Click on this tracking number to access the “Follow my parcel” page of UPS website, where you will find the status of your parcel.

 

Once the parcel is shipped from Jean Paul Gaultier facilities UPS will provide you with an estimated delivery date and keep you updated on the status of the parcel by email.

I didn’t receive my order: what should I do?

Please allow up to 5 days to receive your order. Please also track your parcel following the link on your e-mail confirmation page to check its status. If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Service by phone or e-mail and we will investigate as soon as possible.

 

My package has been lost or damaged, what should I do?

If one of your products is damaged or the items delivered do not correspond to your order, please contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.

I have an issue with the order I receive: what should I do?

Should you have any issue with your order, please contact our Customer Service specifying your order number, e-mail address and a description of the issue.

You contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.

Can I modify my shipping address after I have placed my order?

If you want to change the delivery address, please contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.

We will do our best to accommodate your request.

Can you send my order as a gift?

You can send an order as gift. When you check out, at the bottom of the cart you will be able to add a personal message, however no specific complementary gift packaging will be provided with your order.

 

Do you send a receipt in the box if my order is a gift?

We don’t send any invoice with a price, just a delivery notes with the list of ordered products.

How to I apply a promo code?

It is possible to apply a promo code in the cart and before the payment when you check out.

RETURNS & REFUNDS
How do I return my order?

If you are not satisfied with your purchase, you can return to us any product. To return any item,

you can use the pre-paid and pre-filled return label and return an item for free within 14 days from the day you received the order. Then, proceed to return the package in its original packaging. You may drop-off your parcel at any UPS Access Point.

 

If you do not reside in the UK (regions where delivery is available only, please see above list of excluded regions), you will be responsible for organizing the collection or shipment of your Product(s) in or from any of the territories where the Company offers the delivery of its Products in the UK.

 

Please note that all returned items should be sent in their original packaging, in perfect condition, unused, sealed and accompanied by all the accessories and documents provided with them at the time of delivery. Any personalized, revised or altered product, or any product retuned in a damaged, used, unsealed, incomplete or sailed condition, may not be refund.

If your return does not comply with previous terms and conditions, Jean Paul Gaultier will be unable to reimburse for the cost of the product(s).

Please note that returns are free of charge from the regions we deliver to.

Do you offer free return?

Please note that returns are free of charge from the regions Jean Paul Gaultier delivers to. To return your product(s) you can use the pre-paid and pre-filled return label and return an item for free within 14 business days from the day you received the order.

Can I return my order?

If you are not satisfied with your purchase, you can return to us any product. The return of any products must be made within a maximum of 14 business days after receiving the product. Please note that returns are free of charge from the regions Jean Paul Gaultier delivers to only in mainland UK, excluding Northern Ireland and the following regions and territories: Anguilla, Ascension Island, Bermuda, British Indian Ocean Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Man, Guernsey, Jersey, Montserrat, Pitcairn Islands, Saint Helena, South Georgia & Sandwich, Tristan da Cunha, Turks and Caicos Islands. . All returned items should be sent in their original packaging, in perfect condition, unused, sealed and accompanied by all the accessories and documents provided with them at the time of delivery. Any personalized, revised or altered product, or any product retuned in a damaged, used, unsealed, incomplete or sailed condition, may not be refund.

How long will it take to have a refund?

The refund period can take up to 14 calendar days from the reception of your return at our warehouse. Once we have inspected the condition of the returned items, we will notify you by e-mail. Please also note that the refund will be made using the same payment method used for the purchased product.

 

All returned items should be sent in their original packaging, in perfect condition, unused, sealed and accompanied by all the accessories and documents provided with them at the time of delivery. Any personalized, revised or altered product, or any product retuned in a damaged, used, unsealed, incomplete or sailed condition, may not be refund.

If your return does not comply with previous terms and conditions, Jean Paul Gaultier will be unable to reimburse for the cost of the product(s).

I lost my return label, how should I proceed?

If you lost your return label, please contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.

MY ACCOUNT AND PERSONAL DATA
How can I create an account?

In order to create an account:

  • Click on “my fragrance account” icon on the top right-hand corner of any page.
  • Click on “create an account” button and enter all the needed information.
  • If you want to subscribe to our newsletter, tick also the related checkbox.
  • Click on “create an account”.
  • A confirmation email will be sent

Your account is then created. You will be able to access your profile and modify your personal information.
Next time, you can access it by clicking on the same “my account” icon and entering your e-mail address and password only.

If you have made a purchase as a guest, you can still create an account by adding a password after your order has been confirmed.

How can I take advantage of the welcome offer?

Subscribe to the newsletter via the registration form available on our website. An individual promotional code will be sent to you by e-mail, it can only be used once. Enter your promotional code during the check-out to get 10% off your order. Excluding bodycare & fragrance novelties and sets. The offer is valid for 1 month from the receipt e-mail date, on the Jean Paul Gaultier website exclusively, while stocks last. The offer cannot be combined with other current offers and is valid only in mainland UK, excluding Northern Ireland and the following regions and territories: Anguilla, Ascension Island, Bermuda, British Indian Ocean Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Man, Guernsey, Jersey, Montserrat, Pitcairn Islands, Saint Helena, South Georgia & Sandwich, Tristan da Cunha, Turks and Caicos Islands.

Can I make changes on my account on JeanPaulGaultier.com?

To modify your account details, log in your account by clicking on “my account” icon at the top right-hand corner of any page. Enter your e-mail address and password to log in.

Click on “personal details”  to modify your personal information and click on “addresses” if you want to update to shipping and billing address. Then click on “save modifications”.

How can I find my account password?

If you forgot your password, click on “my account” icon at the top right-hand corner of any page, then click on “forgotten password” link. You can also reset your password in the check out. Enter the e-mail address you used for your account creation: you will receive a link by e-mail to define a new password.

 

 

What is your Privacy policy and Cookies policy?

To read our Privacy Policy, please click here. To learn more about our Cookie policy, please click here.

How can I subscribe or unsubscribe to the Jean Paul Gaultier newsletter?

To unsubscribe from the newsletter, click on the unsubscription link that you can find at the bottom of all our newsletters or from your brand account by ticking the box, go to your “personal details” section, then to “My Preferences”, at the bottom of the page tick the box “No, I don’t want to subscribe”.

If you have any further questions, please contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.

CUSTOMER SERVICE
How to get in touch with the Customer Service team?

You can contact our Customer Service by e-mail at  [email protected] or by free of charge phone at 0808 501 5051, from Monday to Friday from 9am to 9pm. Saturdays from 10am to 6pm.