FAQ

RETURNS AND REFUNDS
Return an item

You have 14 days after receiving your order to return your item(s) for a refund. 

Just attach the pre-printed and prepaid label to your package and send it from the post office of your choice. For UPS shipments, you must contact UPS to arrange a pickup.

If your return label is missing, please contact us by email at fashion@jpgaultier.fr.

Please make sure the item(s) are in their original condition and that all labels are attached. Otherwise, we cannot accept the returned item(s) or grant you a refund. We reserve the right to refuse items returned late or altered.

Return address:

C-Log – Jean Paul Gaultier

Zac Paris Oise, Bâtiment D, Avenue de Madrid, 

60126 Longueil-Sainte-Marie

France

Customs and duties

You must cover the customs and duties charged for the return.

Exchanges

We do not do standard exchanges. If you need a different size, model or color, just place an order on our website.

Refund time

Refunds can take up to 14 days from the time we receive your return at our warehouse. You will receive an email to notify you when the refund has been processed.

Please note that the refund will be made via the same payment method used to purchase the items returned.

RETURNS AND REFUNDS
Return an item

You have 14 days after receiving your order to return your item(s) for a refund. 

Just attach the pre-printed and prepaid label to your package and send it from the post office of your choice. For UPS shipments, you must contact UPS to arrange a pickup.

If your return label is missing, please contact us by email at fashion@jpgaultier.fr.

Please make sure the item(s) are in their original condition and that all labels are attached. Otherwise, we cannot accept the returned item(s) or grant you a refund. We reserve the right to refuse items returned late or altered.

Return address:

C-Log – Jean Paul Gaultier

Zac Paris Oise, Bâtiment D, Avenue de Madrid, 

60126 Longueil-Sainte-Marie

France

Customs and duties

You must cover the customs and duties charged for the return.

Exchanges

We do not do standard exchanges. If you need a different size, model or color, just place an order on our website.

Refund time

Refunds can take up to 14 days from the time we receive your return at our warehouse. You will receive an email to notify you when the refund has been processed.

Please note that the refund will be made via the same payment method used to purchase the items returned.

PAYMENTS
Payment methods

You can use the following payment methods:

- Credit card: Visa, Mastercard, Maestro and American Express

- Apple Pay

- iDeal (Netherlands)

- SoFort (Germany, Austria, Netherlands, Switzerland, Italy, Spain, Belgium and Poland)

- Bancontact (Belgium)

- Paypal

- Klarna 3x interest-free – for orders less than €1,000 (Netherlands, Germany, Austria, Finland, Belgium, France)

The total amount will be debited from your card when your order is confirmed.

Secure payment

Your banking information is never in our possession. Transactions are fully processed by the secure payment service provided by our partner Mollie.
Your payment is totally secure.

My payment was rejected

If your payment was rejected, we suggest contacting your credit card issuer. In the meantime, you can use another payment method.
If the problem persists, do not hesitate to contact us by email at fashion@jpgaultier.fr.

Duty-free

All our prices include VAT. We do not currently sell duty-free items from our website.

DELIVERY AND ORDER TRACKING
Countries, delivery times and shipping fees

We ship to the following regions: European Union, United Kingdom, Switzerland, United States, Canada, Japan, South Korea and Australia.

Once your order is shipped from our warehouse, it takes three to five business days for standard delivery and 48 to 72 hours for express delivery.

Shipping fees:

- United Kingdom:

Express – UPS: free

- International:

Express – UPS: free

Customs and duties:

Jean Paul Gaultier covers all customs, duties and taxes charged in shipping your order.

Track the delivery of my order

Once your order has been shipped, you’ll receive an email with the tracking number for your package.

My package is lost or returned to sender

Please contact our Customer Service Department by email at fashion@jpgaultier.fr. Be sure to include your order number.

ORDER
Order online

To buy items on the Jean Paul Gaultier e-shop, select the product and quantity you want to order. You can use our search engine if you are looking for a specific item.

Once you’ve made your selection, click on “Add to cart” then “View cart”. To confirm your order, click on “Confirm my order”. You can then create an account or continue shopping as a guest. 

Confirm your order

After confirming your order, you will receive a confirmation email that includes your order number and your cart summary.

You can also find your orders in your account.

Change or cancel your order

You can add or remove items from your cart as long as you haven’t confirmed your order.

Once your payment is approved, you cannot cancel or change your order.

Receive an invoice

To receive an invoice, please contact our Customer Service Department at fashion@jpgaultier.fr. Include your first name, last name and order number in your email.

If your billing address is different from your shipping address, please specify that in your email. Our Customer Service Department will send you the invoice by email as soon as possible.

MY ACCOUNT
Create an account

To create a Jean Paul Gaultier account, click on “Sign in” in the upper right-hand corner of the home page on your computer, or on the icon to the top right from your cell phone. Then click on “Sign up”, complete the information fields and confirm.

Sign in to my account

To sign in to your account, click on “Sign in” in the upper right-hand corner of the home page on your computer, or on the icon to the top right from your cell phone.
Enter your email address and password, then click confirm.

Receive the Jean Paul Gaultier Newsletter

To receive our newsletter, sign in to your account then click on the “My information” tab. Check the box “Receive our newsletters”. If you do not receive our newsletters, please check your spam and make sure to add the address to your list of approved senders.
If you still do not receive the Newsletter, contact us at fashion@jpgaultier.fr.

Unsubscribe from the Jean Paul Gaultier Newsletter

If you no longer wish to receive our newsletter, sign in to your account and go to the “My information” tab.
Uncheck the “Receive our newsletters” box. You can also click on the unsubscribe link at the bottom of each of our newsletters.

Change my password and my personal information

To change your password, sign in to your account and go to the “Change my password” tab.

You can also change or delete your personal information in the “My information” tab.

Delete my account

If you want to delete your account, please contact our Online Client Assistant by E-mail at fashion@jpgaultier.fr.

FREQUENTLY ASKED QUESTIONS
In which countries can I have my order delivered?

We ship to the following regions: European Union, United Kingdom, Switzerland, United States, Canada, Japan, South Korea and Australia.

You can find all information on “Delivery and order tracking” tab.

Can I cancel or modify my order?

Once your payment is approved, you cannot cancel or change your order. However, you may return your item. Please check Jean Paul Gaultier’s return policy for more details.

How can I return an item?

You have 14 days after receiving your order to return your item(s) for a refund.

Just attach the pre-printed and prepaid label to your package and send it from the post office of your choice. For UPS shipments, you must contact UPS to arrange a pickup.

You can find all information on “Returns and refunds” tab.

How can I exchange an item?

We do not do standard exchanges. If you need a different size, model or color, just place an order on our website.

How much do I have to pay in duties and taxes?

Jean Paul Gaultier covers all shipping duties and taxes, but you must cover the fees for any returns.