FAQs

SUPPORT

Contact : 

Customer Service Email: info@paulbalm.ch

ORDER

How secure is my personal information?

Paul Balm adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

What forms of payment do you accept?

We accept PayPal, Apple Pay and the following credit cards: Visa, Mastercard and American Express.

Can I cancel my order?

You can cancel your order within 24 hours of placing it. After that, it will have been processed, and you won’t be able to cancel. You can, however, return your items for store credit. If you want to cancel, please send us an email on info@paulbalm.ch

SHIPPING

Do you ship internationally?

Yes! We ship to Europe and the US. Just be sure to check that the items you are ordering will clear customs in your country.

What shipping carriers do you use?

We choose DHL. Shipping within Switzerland is free of charge. Shipping for orders over 500 CHF are free of charge for all countries.

How long does it take to process my order?

Depending on availability of the ordered product, it can take up to 5 weeks until we can ship your order but we do our best to ship within 2 weeks.

DELIVERY

How do I track my order?

As soon as your order leaves our stock, you will receive a message from DHL with your tracking information.

Are all my items shipped together?

Yes.

RETURNS

What is your return policy?

You can request to return items within 14 days from the date you received your package.

Before you return your item, make sure that the items are unworn and in the same condition you received them in, with all the labels and the original packaging otherwise we will be unable to accept your return and issue a refund.

Use the pre-paid DHL Return Label included in your order and leave the package at a DHL drop-off location or schedule a pick-up with DHL.

Returns within Switzerland are free of charge, for all other countries we will deduct the shipping fee from your refund.

What do I do if I receive a defective product?

If there’s some sort of manufacturing defect, let us know within 7 days of receiving your item, and (provided that your case is legit) we’ll send you a replacement.

All custom made products as well as all products with 18 karat gold accessories and with accessories with brilliants can not be returned!