ACCOUNT & PERSONAL INFORMATION

• How to create an account?
  

  In order to create an accoun, please follow these steps:

  1. 1. Click on “my account” icon on the top right-hand corner of any page.
  2. 2. Click on “create an account” button and enter all the needed information.
  3. 3. If you want to subscribe to our newsletter, tick also the related checkbox.
  4. 4. Click on “create an account” and your account will then be created.
  Next time, you will be able to easily access your account by clicking on the same “my account” icon and entering your e-mail address and password.
  If you have made a purchase as a guest, you can still create an account by adding a password after your order has been confirmed.

• I lost my password, where can I reset it?
  

  If you forgot your password, you will be able to easily reset it. Click on “my account” icon at the top right-hand corner of any page, then click on “forgotten password” link.
  You can also reset your password at the check out while placing an order.
  Enter the e-mail address you used for your account creation and you will receive a link by e-mail to define a new password.

• Can I edit my personal information?
  

  To modify your account details, please follow these steps:

  1. Log in to your account by clicking on “my account” icon at the top right-hand corner of any page.
  2. Enter your e-mail address and password to log in. Click on “personal details” to modify your personal information and click on “addresses” if you want to update to shipping and billing address.
  3. Then click on “save modifications”.

• How can I subscribe to your newsletter?
  

  In order to subscribe to our newsletter, you have these options:

  1. You can create an account by clicking on “my account” icon link on the top right-hand corner of any page. Enter the mandatory information, tick the checkbox “Sure” when you are asked if you want to receive Rabanne’s news and click on “create an account”. You will then receive our communications.
  2. If you don’t want to create an account, you can simply enter your email address in the dedicated fields at the bottom of any page and you will be automatically subscribed.
  If you have made a purchase as a guest, you can subscribe to the Newsletter as well, by using the dedicated fields at the bottom of any page.

• How can I unsubscribe from newsletter?
  

  In order to unsubscribe from the newsletter, click on the unsubscription link that you will find at the bottom of all our newsletters.
  If you didn’t receive any email yet, you can unsubscribe by updating your personal details in your account.
  In your personal account, click on "personal details", then at the bottom of the page, untick the box "I want to receive Rabanne’s news to know the new collections and more".
  Finally, click on "save modifications".
  If you have any further questions, please contact our Consumer Service, the team will be happy to help you solve any doubt.

ORDERS & PAYMENTS

• How to purchase online?
  

  Purchase on rabanne.com has never been easier!
  Please follow these steps to get your favourite items on our website:

  • • Choose the desired product from the product list or use our search bar to find it.
  • • Choose the product quantity and add it to the bag by simply clicking on the "Add to bag" button.
  • • When you have selected and added all your items, click on "Go to bag" and you will be able to choose free samples and/or gifts, as well as adding a personalized message to your order.
  • • Before proceeding to the checkout, if you have any available promotion code, please remember to add it to the "Add a promo code" section in your cart. Now your bag is ready, so click on the "Checkout" button to get to the last steps.
  • • You can create an account to access our exclusive services or continue your purchase as a guest.
  • • Fill in all the information about delivery and payment method chosen for your purchase and your order will be ready to go!
  • • Once processed, you will receive a confirmation email with all the details of your order. We will inform you at every step of the delivery until you will finally get your desired rabanne items.
  If you have any questions or concerns, please contact our Consumer Service and the team will be happy to assist you.

• How can I pay for my order?
  

  We accept orders made with American Express, Maestro, MasterCard, Visa, Apple Pay, PayPal and Klarna.
  Your credit card or Paypal account will be debited as soon as your order is dispatched. Please note that a pending settlement will be placed on your card or PayPal account when the order is placed.

• Can I cancel or modify my order?
  

  Orders placed on rabanne.com are processed quickly, to ensure your items can be delivered to you within the shortest timeframe possible.Therefore once an order has been submitted, we cannot cancel or modify your purchase.
  If you have received your order and want to return it, please refer to our Return instructions.

• I am having issues placing an order, what should I do?
  

  If your payment has been declined or you are having issues placing the order, please check the type of error tha is being displayed:

  • If the error is related to pop-ups allowance, please follow the instructions to allow pop-up windows according to your device and browser:
    • Chrome: https://support.google.com/chrome/answer/95472?hl=en&co=GENIE.Platform%3DiOS
    • Safari: https://support.apple.com/en-bn/guide/safari/ibrwe2159f50/16.0/mac/11.0
    • Mozilla Firefox: https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting
    • MS Edge: https://support.microsoft.com/en-us/microsoft-edge/block-pop-ups-in-microsoft-edge-1d8ba4f8-f385-9a0b-e944-aa47339b6bb5
  • • If the warning suggests you approve the transaction with your bank app or website, please go to your entity device to approve the transaction with 3DS security check.
  • • If the error displayed is related to your credit/debit card, please refer to your bank entity to receive support.
  If the issue encountered is not on the list or you already tried our suggestions unsuccessfully, please do not hesitate to contact our Consumer Service Team.

• How do I get the invoice of my order?
  

  In order to get an invoice, please contact our Consumer Service with your name, last name and order number. If your billing address is different from your delivery address, please notify us in your e-mail.
  Our Consumer Service team will send your back the invoice by e-mail as soon as possible.

• Can I buy fashion and beauty products in the same order?
  

  For logistic reasons, Fashion and Beauty items can't be purchased in the same order.
  If you wish to purchase both, you will have to place a first order for Beauty items at https://www.rabanne.com/ww/en/fragrance/homepagefragrance, then a second order for Fashion items at https://fashion.rabanne.com/.
  Please note that you can only order up to 3 units of the same reference.

• Why was my order cancelled?
  

  We’ll always send you an email to let you know why your order has been partially or fully cancelled. Most of the time it’s one of these reasons:

  1. Your items were out of stock at the time of shipping: If this is the case, we’ll take care of your refund straight away and it will be issued on the same payment method.
  2. Something went wrong while verifying your payment and/or shipping details:
     • Try to check your details in your account information. If the details are correct it’s easiest to contact your bank to see if they can help you find out more about the check out issue.
     • If the issue lies in the shipping, please check your address details and make sure the address is based in the same country as the website you’ve ordered from.
  If the issue remains unsolved, please do not hesitate to contact our Consumer Service, so our Brand Ambassadors can take it from there.

DELIVERY

• Which countries does Rabanne ship to?
  

  At the moment, our UK website delivers to United Kingdom, including Isle of Man and Northern Ireland.
  We do not currently deliver to: Anguilla, Ascension Island, Bermuda, British Indian Ocean Territories, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Guernsey, Jersey, Montserrat, Northern Ireland, Pitcairn Islands, Saint Helena, South Georgia & Sandwich, Tristan da Cunha, Turks and Caicos Islands.

• What are the delivery methods, times and costs at rabanne.com?
  

  Rabanne offers free standard delivery over £30, if it's under the shipping fees are £3,50. For express delivery it will cost £15.
  The parcels will be delivered by our shipping partner DPD, within the following estimated timeframes:

  • Standard Delivery: 1-3 Business Days (*)
  • Express Delivery: 24/48 Business Hours (*)
  
  We will keep you updated by email at every step of the delivery and you will be able to track the parcel at all time with the tracking link we will provide you.
  
  Important: during peak seasons, such as Holiday season, major sales events, Black Friday and other special occasions, we experience a significant increase in order volume. This high demand can lead to longer processing and delivery times than usual. We will do everything we can to ship your orders as quickly as possible and appreciate your understanding and patience during those busy times. For more precise delivery times, we recommend checking the tracking information provided with your order.
  
  (*) Please be informed orders made after 12PM will be considered and prepared the following business day.

• Where is my order?
  

  Once your parcel is dispatched, you will receive a confirmation email with a tracking link from DPD where you can track your order.
  Click on this tracking number to access the "Follow my parcel" page of DPD website, where you will find the status of your parcel.
  Please rest assured we will keep you updated at every step of the delivery and we will notify you in case there is some delay in your shipment.

• I still haven't received my order: what should I do?
  

  Please allow up to 1-7 days to receive your order. Please also track your parcel following the link on your e-mail confirmation page to check its status. If your estimated delivery date has passed and you haven’t received your order, please contact our Consumer Service team and we’ll look into it as soon as possible.

• Can I modify my shipping address after I have placed my order?
  

  If your order has been dispatched and you would like to change the delivery address, we advice to contact the courier partner UPS directly so they can verify if the request can be accepted. Please be informed we can't ensure the courier company will be able to accept the request, depending on the delivery area and availability of the courier.

• I received my order but I have an issue with the products: what should I do?
  

  Should you have any issue with your order, please contact our Consumer Service specifying your order number, e-mail address and a description of the issue. Our team will look into your case and provide the best solution.

• I had an allergic or adverse event with one of the products: what should I do?
  

  If you experiences any adverse or allergic reaction to one of our product, we advise you to stop using it immediately and contact our Consumer Service team, who will take care of the issue and provide you with the best solution.

RETURNS & REFUNDS

• How can I return an item?
  

  To return any item, Rabanne provides you with a pre-filled and pre-paid shipping label to stick to your package before dropping it off at a mail service desk.
  You can use the pre-paid and pre-filled return label within 14 days from the day you received the order.
  We will issue a refund within a maximum of 14 business days from the date your parcel is delivered back to our warehouse.
  Please bare in mind the product must be unused, sealed and in perfect conditions in order to be returned.

• What can I do if I do not have the return label?
  

  If you no longer have or you lost your return label, please contact our Consumer Service and our team will be happy to assist you with the request.

• Can I exchange products?
  

  The products cannot be exchangeable.
  However, you can use the pre-paid and pre-filled return label and return an item for free within 14 days from the day you received the order.We will issue a refund within a maximum of 14 business days from the date your parcel is delivered back to our warehouse.

• How will I receive the refund?
  

  The refunds are processed on the same original payment method used to place the order. If your credit/debit card has expired, the refund will be automatically directed to the card related to the same bank account by your entity.

• How long will it take to have a refund?
  

  The refund period can take up to 14 days from the reception of your return at our warehouse. Once we have inspected the condition of the returned items, we will notify you by e-mail. Please also note that the refund will be made using the same payment method used for placing the order.
  If the refund period has passed and you have not received the refund yet, please do not hesitate to contact our Consumer Service team and they will be happy to assist you.

PROMOTIONS & VOUCHERS

• How can I take advantage of the welcome offer?
  

  Our Welcome Code promotion gives you 15% off on your first purchase at rabanne.com.
  In order to receive your code, you only have to subscribe to the newsletter using the registration form available on our website.
  An individual promotional code will be sent to you by e-mail in the next 24 hours from the newsletter subscription and it can only be used once.
  To apply the discount, please enter your promotional code during the check-out of your first purchase.
  *Exclusions: Please bare in mind Bodycare, Fashion, Novelties and Travel Sizes are excluded from the promotion. The offer is valid for 1 month from the receipt e-mail date, on the Rabanne website exclusively, while stocks last. The offer is valid in all countries. Not cumulative with other promo codes, discounted items and current promotions.

• I subscribed to the newsletter but didn't receive the Welcome Code: what should I do?
  

  The email with the Welcome code can take up to 24 hours to be sent to your email address. We also suggest to check the spam or promotions folder.
  If 24 hours passed and your code is not in your inbox, please do not hesitate to contact our Consumer Service and our team will be happy to assist you.

• How can I take advantage of the Birthday offer?
  

  From rabanne.com we provide a Birthday discount code as a treat for your special day, which will give you a 20% off on your next order.
  The code will be send automatically during the day of your birthday, to the email address you used to register your account on our website.
  Please make sure your personal details are filled and your birthday date is correctly placed.
  The code will be valid during 30 days after the receipt email and can be used for one individual purchase.
  To apply the discount, please enter your promotional code during the check-out of your order.
  *Exclusions: Please bare in mind Bodycare, Fashion, Novelties and Essentials are excluded from the promotion. The offer is valid for 1 month from the receipt e-mail date, on the Rabanne website exclusively, while stocks last. The offer is valid in all countries. Not cumulative with other promo codes, discounted items and current promotions.

• What is the Art of Gifting?
  

  Rabanne wants to make every purchase special, which is why we offer our "Art of Gifting" program.
  How does it work?
  
  For orders up to £109:

  • A pouch will be automatically added to your cart, free of charge.
  • You can add a premium box to your cart for just £5.
  • You can add an elegant tote bag to your cart for just £10.
  For £110 orders and above:
  • A pouch will be automatically added to your cart, free of charge.
  • A premium box will also be automatically added, free of charge.
  • An elegant tote bag will complete your cart, free of charge.
  We hope these gifts add a special touch to your shopping experience.
  *While stocks last.

• What is the « Try & Buy » service?
  

  With the "Try and Buy" service, Rabanne offers you the opportunity to try your fragrance or your makeup product before opening it.
  When you buy a beauty product*, you automatically receive its free sample so you can test the sample before opening the product.
  If you don't like it, simply return the unopened product in its original packaging. Returns are free of charge within 14 days of the delivery date.
  For more information, please refer to our Returns & Refunds page.
  *This mechanism is offered for all beauty products except: Calandre, Rabanne Pour Homme, XS, Ultraviolet, Invictus Aqua, Million Oud. Sets and ancillaries are excluded from this offer.

PRODUCTS AND SUSTAINABILITY

• Are your products and packaging recyclable?
  

  We do our best to raise the bar for innovation and sustainable practices within the luxury sector. In this way, we are currently searching for more sustainable materials and processes and promote circular economy practices. We are working to improve our packaging, prevent littering and reduce landfill disposal. Our e-commerce packaging (including the stationery) is fully recyclable.

• How do I dispose the products once they are finished?
  

  We need your help in keeping the products out of nature and, whenever possible, into recycling streams by using the existing recycling and disposal processes of your country or region. Recycling schemes and facilities are different at local level, so we suggest to refer to your local recycling programs.

• Are your products refillable?
  

  Rabanne aims to reduce the impact of packaging by working hard on eco-design, mainly through new refill methods, recycling and reuse.
  We have created our patented refill system, which features an unscrewable spray cap, making the bottle infinitely refillable. You can find all our refills on the following page: https://www.rabanne.com/ww/en/fragrance/c/frag-refill

• Are your makeup products vegan?
  

  As part of Rabanne’s commitment to forging a better future, all our makeup is vegan and rigorously tested. Infused with skincare ingredients, each vegan makeup formula contains up to 98% ingredients of natural origin to enhance your glow. To learn more, you can visit this page: https://www.rabanne.com/ww/en/vegan-makeup

OTHER QUESTIONS

• Contact Us - Consumer Service
  

  Our Brand Ambassadors always strive to provide the best-in-class service to our consumers.
  Do not hesitate to contact us if you have any doubt or question, our team will be glad to assist you from your preferred channel:

  • • Chat with us: using the chat icon on the bottom right of our website
  • • Fill the form here

• Brand information
  

  If there is one brand in the world that can truly pride itself in being audacious and avant-garde, it is certainly Rabanne.
  From fashion cut out of metal to perfumes that break all the established codes, Rabanne has always innovated, creating novelty to provoke the strongest of emotions.
  Striking, daring, light-hearted and provocative, Rabanne’s fragrances have an exceptional power to leave a strong impression on everyone’s memories and become cultural benchmarks.

• Career opportunities
  

  Interested in joining Rabanne team? Do not hesitate to visit this page directly: https://careers.puig.com/
  You will be able to directly contact the brand's HR department and discuss your ideal position with them.

• Can I buy your products at a physical store?
  

  You can buy our products on the selected Retail stores that you will find on our Store Locator : https://www.rabanne.com/ww/en/fragrance/store-locator