FAQs
SUPPORT
Contact :
Customer Service Email: info@paulbalm.com or Whatsapp/SMS to +41782091274.
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.com.
CHECK OUT AND PRICES
The price displayed in the Shopping Cart is the final price. No additional fees will be charged.
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. PAUL BALM ships everything from Switzerland.
What shipping carriers do you use?
We choose Fedex or DHL. Shipping is free of charge for all countries. This does not apply for returns!
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.com.
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.
How to send a return request:
1. log in to your account
2. enter your e-mail address in the e-mail field and then click**Next**.
3. open the e-mail sent by our store in your e-mail account and copy the six-digit confirmation code in the e-mail.
4. go back to the online store and enter the six-digit confirmation code.
5. click on the order for which you want to send the return. If your order contains more than one item, select the items you want to return
6. select a reason for return and add a note for the store and click on**Request return**.
If your return request is approved and shipping is required, you will receive an email with shipping instructions and a return label. Please leave the package at a Fedex station or schedule a pick-up with Fedex. If the product has been returned, you will receive a refund.
IMPORTANT! Returns from outside Switzerland are not free of charge. We will deduct the shipping fee from your credit.
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.