FAQs

ST DUPONT

Frequently Asked Questions

SECURITY AND CONFIDENTIALITY

The processing, confidentiality and security of your personal data is important to us.We are committed to offering you personalised services, while respecting your privacy and choices, in accordance with the applicable personal data regulations, in particular the General Data Protection Regulation (GDPR).

Please consult the ST DUPONT privacy policy in the Privacy Policy section.In order to provide you with the same personalised service worldwide, your data may be consulted by ST DUPONT entities situated in France and abroad, including countries where the applicable personal data legislation differs from that in force in your own or within the European Union, for example to access your purchase history from a boutique other than your main boutique.

Your personal data might also be processed by our account for the purposes described above by our trusted third-party suppliers. We take all necessary safeguards, notably contractual, technical and organisational measures to guarantee the privacy and security of your data and to protect such data from any misrepresentation, damage, destruction or access by unauthorised third parties.

It is important that you can control your personal data. In accordance with GDPR, you have the right to access and make corrections to your personal data, in addition to the right to request its removal, to oppose the use of your data providing you have a legitimate reason, and to obtain limitation and portability, as far as this is applicable.

You are also able to request to no longer receive personalised communications about our products and services.If you have any questions or concerns about how we process and use your personal data, or would like to exercise any of the rights described above, please contact ST DUPONT’s customer care service. You may also contact our Data Protection Officer at the following address: rgpd@st-dupontcom.

DISCOVER NEWS FROM ST DUPONT

By subscribing to the ST DUPONT Newsletter, you will be one of the first to hear about new products, events and news from the House of ST DUPONT.

HOW CAN I SUBSCRIBE/UNSUBSCRIBE TO THE ST DUPONT NEWSLETTER?

To subscribe to our newsletter, please visit the "Newsletter" section and fill in the registration form.If you wish to unsubscribe from our newsletter, click on the link at the bottom of each ST DUPONT newsletter. You can also contact our Client Service Center with any questions regarding our ST DUPONT newsletter. Our Client Advisors will be delighted to assist you.

ST DUPONT PRODUCTS

CAN I PURCHASE ST DUPONT PRODUCTS ON THE ONLINE BOUTIQUE?

A product is available for online purchase whenever the word “Order” appears. You can also contact the Client Service Center where our Client Advisors can assist you with your purchases and, if you wish, reserve your articles at the boutique of your choice.

HOW CAN I FIND A ST DUPONT BOUTIQUE?

ST DUPONT products are sold in more than ?? ST DUPONT boutiques around the world.You can find the list of our ST DUPONT boutiques by clicking on "Boutiques".

HOW CAN I FIND OUT IF A PRODUCT IS AVAILABLE ON ST DUPONT.COM?

Some of our ST DUPONT items are available for purchase on the ST DUPONT.com website. In order to check the availability of an item, choose the article that interests you on our website and click on it. This will result in one of two things:If the "order" button appears, this means that you can order it online. Please be aware that only the available sizes will be displayed.It is, however, possible that the item you are looking for is not available for online purchase.You can also contact the Client Service Center, where our Client Advisors will be delighted to assist you with your purchases and, if you wish, reserve your articles at the boutique of your choice.

HOW CAN I FIND A PRODUCT ON ST DUPONT.COM?

The products on the website are organized by categories and by product line.Please use the search engine, indicated by a magnifying glass, and enter the key words. All the products with a relevant match to your search will be presented.If you have seen a ST DUPONT product in the press (magazine, TV ad, social media, etc.) that is of interest to you and you cannot find it on our website, please contact our Client Service Center. Our Client Advisors will provide you with information on the product features and availability in boutiques.

HOW CAN I FIND OUT THE PRICE OF A ST DUPONT PRODUCT THAT IS NOT ON THE WEBSITE?

We invite you to visit one of our ST DUPONT boutiques to discover our selection of items and prices. We will be happy to show you our collections. You can find the list of our ST DUPONT boutiques at ST DUPONT.com by clicking on “Boutiques”.Our Client Advisors are also available to help you.

YOUR ACCOUNT

HOW CAN I CREATE AN ACCOUNT?

You can create your ST DUPONT customer account by clicking on the "Your Account" section located in the menu at the top of our website. Then click on "Create an Account" and fill in the obligatory information marked with an asterisk. Finally, click on "Validate". You will be sent a confirmation email to the address provided when creating your account.If you require assistance or further information, please contact our Client Service Center.

WHAT ARE THE ADVANTAGES OF CREATING AN ACCOUNT?

Creating an account on ST DUPONT.com enables you to be identified quickly by ST DUPONT when you make online purchases.You can also:- consult your order history- track the delivery of your orders- exchange or return products- update your contact informationFor your security, ST DUPONT.com does not save your credit card information and will not under any circumstances share your personal data with any third parties.

CAN I MAKE CHANGES OR CANCEL MY ACCOUNT ON ST DUPONT.COM?

You can modify the information on your ST DUPONT account by clicking on "Your account". Enter your user ID and your password and, once you are logged in, click on "My profile" to change or delete information.If you want to delete your account, please contact our Client Service Center where a Client Advisor will assist you with the steps to follow.

HOW CAN I FIND MY ACCOUNT PASSWORD?

If you forget your password, click on "Your account" and then on "Forgot my password". An email will be sent to you to reset your password.

YOUR ORDER

HOW CAN I PLACE AN ONLINE ORDER?

Some of our ST DUPONT products are available for purchase on our website.To place an order, add a product to your basket by clicking “Order” on the selected product page. Please also select the quantity you want to order, if required. Once you have selected your items, complete your order by clicking on “My basket” and then “Complete the order”.You can then modify or validate your basket and select your delivery method before making your payment.You will be asked to complete your delivery and billing address by selecting one of the following three options:

- log on to your ST DUPONT account if you already have one- create a ST DUPONT account if you are ordering for the first time on ST DUPONT.com

- continue as a guest; this option enables you to place an order without creating an account, but your order history will not be saved.

Select your method of payment and fill in the information to complete your order.Within a few minutes, you will receive an email confirming your order. When your order is shipped, you will receive a second email with a tracking number so that you can track your package's shipping.For further information, do not hesitate to contact the Client Service Center.

HOW CAN I GET HELP WITH PLACING MY ORDER?

Our Client Advisors are available to help you with your order.You can contact them from Monday to Friday from 10am to 9pm (CET) and Saturday, Sunday from 11am to 7pm (CET) by calling +33 (0)1 40 73 53 55 or by email at: contact@st-dupont.com. Please refer to our page "Contact" to obtain all our contact information.

CAN I CANCEL OR CHANGE MY ORDER?

If you wish to modify or cancel your order, please contact the Client Service Center – our Client Advisors will be very happy to assist you with your request.

HOW CAN I ACCESS MY ORDER HISTORY?

If you have created a ST DUPONT customer account, you can view your order history. Log in to your account and click on "My orders".If you have placed an order as a guest, please contact the Client Service Center to get this information.

HOW IS MY ORDER PREPARED?

After you have validated your order, it will be prepared within 24 hours.To provide you with a unique experience, we pay particular attention to the preparation of your order.Each order is prepared in a ST DUPONT workshop, and individually packaged in its presentation case. The presentation case is then inserted into a box that will protect it and keep it anonymous during shipping.

HOW CAN I GET A RECEIPT FOR MY ONLINE PURCHASE?

For all orders placed on our ST DUPONT.com website via your ST DUPONT account, you will receive an order confirmation and receipt by email. Your receipt will also be sent along with your package to the billing address you provided.If you placed your order as a guest, your receipt will be sent together with your order to the delivery address you provided. Should you wish to obtain a duplicate receipt, please contact the Client Service Center.

WHAT ARE THE GUIDELINES FOR A CUSTOMIZED ST DUPONT ORDER?

Certain ST DUPONT items are eligible for customization service.To customize the product, please tell us the name or the initials to appear on the item.Every order will be verified by a reviewer so as to confirm the customization request, according to the following guidelines:

-Uppercase letters in the Roman alphabet only

-Only first names or initials are allowed

-Nicknames, acronyms, company names, insults, and brand names are not allowed. Once your request has been verified, you will receive a confirmation email.Please remember that customized products cannot be returned or exchanged.

I WOULD LIKE TO GIVE A ST DUPONTGIFT

WILL MY ORDER BE SENT IN A GIFT-WRAPPED PACKAGE?

To provide you with a unique experience, we pay particular attention to the preparation of your order.Each order is prepared in a ST DUPONT workshop, and individually packaged in its presentation case. The presentation case is then inserted into a box that will protect it and keep it anonymous during shipping.

CAN I SEND A PERSONAL MESSAGE ALONG WITH MY ORDER?

Before validating your order, you will be able to write a personalized message that will be printed and included with your order. The message will be printed on a card and inserted into a ST DUPONT envelope.

WILL THE PRICE OF THE ORDER APPEAR?

If you place an order via your customer account on the ST DUPONT.com website, the receipt will be sent directly to you electronically at the email address registered to your account.Price tags will be removed from the items you order.

CAN THE RECEIVER EXCHANGE THE GIFT?

If the recipient of your gift wishes to exchange the item, they should contact the Client Service Center – our Client Advisors will be delighted to guide them through the process.

YOUR PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED ON THE ST DUPONT.COM WEBSITE?

Payment for purchases on ST DUPONT.com can be made by CB, Visa©, MasterCard©, American Express©.Payment for purchases can also be made by Paypal (except for phone orders) or by payment link, only by contacting our Client Service Center.You can also refer to our general terms and conditions of sale for further information.

IS AN ONLINE PURCHASE ON ST DUPONT.COM SECURE?

All transactions done on the ST DUPONT.com website are extremely secure. An SSL encryption system is in place to protect personal data and payment information. In addition, ST DUPONT makes a commitment to you not to save any credit card information.Finally, we reinforce the security of payments by means of a 3D Secure system for Visa©, Mastercard© and American Express© credit cards that are equipped with this system. An additional step is taken at the time of payment, which enables verification of the identity of the credit card holder and validation of the transaction.Each bank has its own authentication. For any question regarding your 3D Secure code, please contact your bank directly.In case of doubt, you can place your order by phone with our Client Service Center.

WHEN WILL MY PAYMENT BE DEBITED FROM MY ACCOUNT?

Your bank account will be debited as soon as your parcel is shipped. You will then receive an email from us confirming the shipment and its tracking number.

YOUR DELIVERY

HAS MY ORDER BEEN SENT?

If you placed your order via your ST DUPONT customer account, log in to your account then click on "my orders". You will then be able to consult the status of your order:

In preparation: the order has been validated and is being prepared.

Completed: the order has been shipped to the delivery address that you provided when you placed your order online. You can track your order using the tracking number at the following address: http://www.ups.com

Pending: payment for the order has not been finalized. A Client Advisor will contact you as soon as possible to assist you with your order.

Cancelled: the order has been canceled by you or due to lack of availability of the product. It is also possible that payment of your order has not been validated.If you placed your order as a guest, please contact the Client Service Center – our Client Advisors will be pleased to inform you of the progress of your order.

HOW CAN I TRACK THE DELIVERY OF MY ORDER?

If you placed your order via your ST DUPONT customer account, you can follow the progress of your order by logging in to your account then clicking on "my orders". Then click on the tracking number to track your order.This same tracking number was also sent to you with your shipping confirmation email; enter it on the UPS courier website to track your order.If you placed your order as a guest, please contact the Client Service Center – our Client Advisors will be pleased to inform you of the progress of your order.

HOW LONG DOES DELIVERY TAKE?

Your items can be delivered to your home address or to the address that you provided when placing your order on the ST DUPONT.com website. Your items will be delivered as soon as payment for your order has been registered, within 5 business days for standard deliveries and 3 business days for express deliveries. Should any items be unavailable, the delivery times may be modified. For more information, please refer to our general terms and conditions of sale and/or contact our Client Service Center.

I PLACED AN ORDER BUT I HAVE NOT RECEIVED MY PACKAGE. WHAT CAN I DO?

If you placed your order via your ST DUPONT customer account, log in to your account then click on "my orders". You will then be able to follow the status of your order.If you placed your order as a guest, please track the progress of your delivery using the tracking number provided in the order confirmation email at the following address: http://www.ups.com.If you do not receive your package within 5 business days, please contact the UPS Customer Service.

RETURNS AND EXCHANGES PROCEDURE

CAN I RETURN A PRODUCT FROM AN ONLINE ORDER FOR AN EXCHANGE OR A REFUND?

You can return any order to us within 14 days of receiving it.When returning a product, put the unused item(s) back in the original packaging, along with any accompanying accessories and documents and the delivery slip. We advise you to take all necessary precautions to ensure that your product is protected.Any item not returned or returned incomplete, spoiled, broken, damaged, soiled or in any other condition that would reasonably suggest that it has been used or worn, will not be refunded or exchanged.Personalised items produced according to and/or at the request of the customer, or products that have been altered, as well as sealed items that have been unsealed after delivery and cannot be returned.An item can only be exchanged once, the item received in exchange can therefore only be returned for a refund under the usual conditions. In order to return it, you will have to contact the Client Service Center for a prepaid voucher.

HOW DO I RETURN A PRODUCT ORDERED ONLINE?

The means and costs of returning your order are offered free of charge by ST DUPONT, subject to a limit of one return per order.To return items purchased online, simply pick one of the following options:

1. Inform ST DUPONT of your wish to make a return via your account on the Website, in which case ST DUPONT will acknowledge receipt of your cancellation by email.In the "My Orders" section, click on "Request a Return".Select the item(s) you wish to return and indicate whether you require a refund.Refunds will be made via the same method of payment used for the purchase and within 14 days of receiving the product(s), subject to your return being accepted.

2. Call Customer Services and inform them of your wish to exercise your right of return and arrange an appointment (date, time slot and location).

WHAT DO I NEED TO DO IF MY PRODUCT IS DAMAGED OR IF IT IS NOT THE PRODUCT I ORDERED?

If one of your products is damaged or the items delivered do not correspond to your order, please contact our Client Service Center.

CARE SERVICE

HOW CAN I DEPOSIT MY ITEM TO ST DUPONT’S CARE SERVICE?

For any repairs, you can deposit your ST DUPONT items in after-sale services (care services) in our boutiques. They will be systematically appraised by our workshops. You will then be offered a quote and a repair time.The terms and conditions of use of the care services are available [here]

CLIENT SERVICE CENTER

HOW CAN I CONTACT ST DUPONT?

The Client Advisors at ST DUPONT Client Service Center will be delighted to provide you with personalized advice and answer to your questions.We invite you to refer to our contact page to obtain all our contact information.

WHAT ADDRESS SHOULD I USE TO WRITE TO ST DUPONT?

You can also write to us at this address:ST DUPONT 92 boulevard de Montparnasse75014 PARIS, FRANCE

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S.T. DUPONT Service Center is available by phone from Monday to Saturday from 10 am to 7 pm, or at any time via email.
We offer 14-day, tracked returns for a fee or self-post returns free of charge.
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