FAQs

 

SUPPORT

Contact : 

Customer Service Email: info@paulbalm.ch

ORDER

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 and apply for a refund (please carefully read our return and refund policy). If you want to cancel, please send us an email on info@paulbalm.ch.

CHECK OUT AND PRICES

The total price displayed in the Shopping Cart includes 7.7% VAT (MWST) and shipping to Switzerland.  

SHIPPING

Do you ship internationally?

Not here, but on www.paulbalm.com. Just be sure to check that the items you are ordering will clear customs in your country. PAUL BALM ships everything from Switzerland.

Please visit us on www.paulbalm.com, if Switzerland is not your country. 

What shipping carriers do you use?

We choose Swiss Post for shipping to Switzerland. Shipping is 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 14 days until we can ship your order.
This does not apply to custom made products or products decorated with 18 karat gold and/or diamonds accessories. If you'd like to know how much time we will need to process your order, you are welcome to send us an email on info@paulbalm.ch.

DELIVERY

How do I track my order?

As soon as your order leaves our stock, you will receive an email from PAUL BALM with your tracking information.

Are all my items shipped together?

Yes.

RETURNS & REFUNDS

What is your return policy?

Except for non-refundable products, you can request to return items within 14 days from the date you received your package. 

Non-refundable products are:
- Custom made products
- Products decorated with 18k Gold and/or Diamonds

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

Please send a return request incl. the Order Number to info@paulbalm.ch. Provided that you comply with the procedure set out in the Return Instructions, we will send you a return label. Please leave the package at a Swiss Post location or at a Swiss Post parcel station. Returns from Switzerland are free of charge.

IMPORTANT! Returns from outside Switzerland are  not free of charge.

All custom made products as well as all products decorated with 18 karat gold accessories and with accessories with diamonds, can not be returned, nor exchanged!

DEFECTIVE PRODUCT

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. We might ask for a picture or video to show the defect. We will send you a return label and, provided that your case is legit, we’ll send you a replacement. 

PERSONAL INFORMATION

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.