frequently asked questions
for all questions concerning fragrance, please contact mugler fragrance
ORDERS
Where is my order?
International:
- When your order is dispatched, you will receive an e-mail with the tracking number for your parcel.
- You can track your parcel at any time by entering your tracking number at the following address: https://www.dhl.com/fr-fr/home/suivi.html
- You can also track your parcel via this link.
- If you do not receive information about your order within 2 working days, please contact our customer service department here.
France:
- When your order is dispatched, you will receive an e-mail with the tracking number for your parcel.
- You can track your parcel at any time by entering your tracking number at the following address: https://www.dhl.com/fr-fr/home/suivi.html
- If you do not receive information about your order within 2 working days, please contact our customer service department here.
Can i cancel or modify my order?
- Unfortunately, orders cannot be cancelled or modified once confirmed. However, you can return your order upon receipt if it doesn't meet your needs.
- See our return policy for details.
- Contact our customer service team for assistance.
PAYMENTS
What payment methods are accepted?
International:
- Pay with Visa, CB, MasterCard, American Express, Diners Club, Discover, and JCB.
- Your card will be charged upon order placement.
- You can also pay via PayPal and Klarna.
France:
- Pay with Visa, CB, MasterCard, and American Express.
- Your card will be charged upon order placement.
Why my payment has been declined?
- If your payment was declined, please contact your bank or card issuer for more information.
- Occasionally, our payment processor may flag orders as potentially fraudulent. Try using a different payment method or contacting your bank to resolve the issue.
- If the problem persists, please contact us.
How long does it take to get a refund?
Refunds are processed within 14 business days of receiving your returned order. Your original payment method will be credited after we verify the returned items.
SHIPPING
What are the shipping times and costs?
- express delivery service offered free of charge by mugler.
- delivery within an average period of 2 to 5 working days from the order confirmation.
- home delivery or at a pick-up point.
Where can I have my order delivered?
mugler items are delivered everywhere in the world, except Russia
What should I do if my order is lost or returned to shipper ?
Please contact the carrier and our customer service team here with your order number.
RETURNS
What is the return window for my order?
return are accepted within 14 clear days of the date of receipt
How can I return my order?
- Create your return on our portal here.
- Enter your order number and email address used to place the order.
- You'll then receive a prepaid DHL return shipping label via email (included in your parcel for France).
Is it possible to do an exchange?
We don't offer exchanges. You can return your order for a refund and place a new order.