Contact us

A question, a remark, you need an advice? We are here to answer them

You can also refer to the Questions / Answers section where you can find the answers of most frequently asked questions

You can also contact us by phone at 646-366-5132
Monday-Friday 10am-5pm ET.

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Is it possible to obtain samples?

Unfortunately, Serge Lutens does not offer free samples.

However, for every order placed on our e-boutique, we offer four free samples from a selection of six perfumes.

If you would like to discover the other Serge Lutens fragrances, you can order the Little Book of Perfumes which contains samples of 34 perfumes from the Palais-Royal for €8.50 (cost for delivery).

Please contact the Palais-Royal Serge Lutens on +33 (0)1 49 27 09 09 to place your order.


How to contact us?


Through the form

For questions regarding online orders or Serge Lutens Perfumes please contact us trought the form in the section “Contact us”. Include your full name, contact information, and order number in the form.


Comments or Suggestions

Your comments and suggestions are valuable to us. To help us better serve you, please give us your thoughts regarding your experience with Serge Lutens.



Purchasing


How to manage your shopping Cart?

You may review your shopping cart anytime by clicking on ‘View bag” on the top right of the page. The actions that that may be made from your shopping cart include:
Remove or add products: you may change items quantity by using the menu in the ‘Quantity’ Column, or remove an item by clicking on ‘Remove’.
Continue shopping: you can go back to the product pages from the shopping cart by clicking on the button ‘Continue shopping’ or by using the categories menu on the top of the page.
Place your order: once you are ready to place your order, please click on the button ‘Checkout’.

What is the product availability?

Occasionally, a product may be temporarily unavailable. If you wish to know when it will be back in stock, please contact us through the form.

Is there a maximum purchase policy?

We regret that we must limit orders to no more than 3 units for any item.

How can I get Samples?

To make you discover Serge Lutens’ complete line, we are glad to include in every order at least four samples, one of each category of products sold at our site.

Ordering


How to order online?

Once your order is submitted, you will receive an email confirmation that your order was received and is currently being processed. Please keep a copy of this page for your records, as it contains your order number. If an order confirmation does not arrive within 24 hours of submission, please contact us through the form. Once your order has been processed and is sent out for shipment, you will receive a separate shipping confirmation email along with your order tracking number. You may use this number to track your package on Fedex website. To get an updated order status, please contact us through the form.

Which are the payments Methods and Terms?

us.sergelutens.com only accepts payments by credit and debit cards – Visa and Mastercard. A promotional code can be used during the checkout process. For your security, your billing name and address must match that of the credit or debit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Is the Checkout secure?

VeriSign SSL encryption: Serge Lutens understands how important security is when shopping online. We use Secure Socket Layer (SSL), the most advanced consumer online security technique to date.

What is the Sales Tax?

Sales tax will be charged on orders being shipped to the states of New York and Ohio. For orders shipping to all other states, sales tax will not be charged.

How to cancel or modify orders?

If you would like to modify or cancel an order once it has been placed on our website, please contact customer service immediately thanks to the form in the section « Contact us » indicating your order number in order to modify or cancel your order as soon as possible. As orders are normally processed and shipped within 24 hours, we cannot guarantee that your request can be accommodated. If your order has already been shipped, you will need to follow our return/exchange procedures. For details on returning an order, please refer to the Return policy section. Please allow four weeks for reimbursement.

I experience technical issues in the shopping cart or checkout process

Had you any issues in the shopping cart or during the checkout process, please contact us immediately through the form.


Shipping & Delivery


What are the Shipping Methods And Rates?

Serge Lutens orders are shipped by Fedex and delivered on business days Monday through Friday, excluding major US holidays. Please find below the shipping method available at our site: Delivery Option : Ground Shipping
Delivery Cost : $9.50
Delivery Time : 5-7 business days

Is there a shipping confirmation & Package Tracking?

After your order is placed, you will receive an order confirmation email. As soon as your package ships and is assigned a tracking number, you will receive a shipping confirmation email with tracking number linking to the carrier's website, where you can track your package directly.

Is there international shipping?

Only customers with both U.S. billing and shipping addresses may purchase Serge Lutens products online at us.sergelutens.com. To locate stores outside the U.S., please visit our international site at www.sergelutens.com.

Is it possible to ship to another address?

Yes, You can ship your purchase to a different address than your billing address. In order to do so, please replace your shipping address by the other shipping address you would like to ship your order to. For security reasons, please make sure your billing address remains the same as the one on your credit or debit card.

Returns And Replacements


What is the return policy?

As satisfying our customers is our top priority, Serge Lutens accepts returns. You have 15 days from the date of delivery to return all or part of your order. The products returned will be only accepted if they are in their original packaging, unopened and undamaged. We recommend that you use a carrier like FedEx or UPS in order to be able to track your package and to be guaranteed we receive it. Please allow four weeks for reimbursement from the date we receive your package. Please send unwanted product in its original packaging with shipping invoice and reason for return to the following address:

Aero Fulfillment
Returns Department
3900 Aero Dr.
Mason, Ohio 45040
Please indicate the PO or Order #

Serge Lutens will refund the initial shipping and handling fees charged when your order was first placed. However, we regret that we cannot reimburse shipping fees incurred when returning your order. Please note that we can only accept returns for products purchased on our website at us.sergelutens.com. If you have questions about returns, please contact through the form in the section « Contact Us »

What I have to do if I receive a damaged good?

If your package was damaged during shipment by the carrier, save the box and merchandise and notify us immediately through the form in the section “Contact Us”. Please include your order number for faster service.

How to proceed to a gift return?

If you would like to return a gift, please contact through the form in the section “Contact Us”.

How to proceed to an exchange?

Serge Lutens does not allow exchanges through its website. However, you may return your order for a refund and place a new one on us.sergelutens.com. For details on returning an order, please refer to the Return policy section. For more information, please contact us through the form in the section “Contact Us”.

What is the Privacy & Security policy ?

Please refer to the Privacy policy section for more information.


My account


How to create my account?

During checkout you will be prompted to create an account by providing a user ID and a password. Your email address is your user ID. You will then be able to manage your account and take advantage of great benefits.

How to manage My Account?

It is easy to change your account information online at any time. Simply click on 'My Account' located on top right of the screen to access your account.

What are the Account Benefits?

an account enables you to get multiple benefits, including the following:
• easy checkout : Save your billing and shipping information for faster checkout
• order history: Access information regarding your order, track your orders and view past orders
• special offers for members only /p>

How to manage My Account?

It is easy to change your account information online at any time. Simply click on my account. If you have forgotten your password, please refer to the sectionForgot/Change your password. Below are the different sections you will find in your account that you can review and/or update anytime:
• personal information: name, email address and password
• newsletter subscription: manage your newsletter subscription preferences • address book: billing address and shipping address
• order history: orders placed on us.sergelutens.com

What is the User ID?

Your user ID is the email address associated with the account. Please be sure to update your email address to ensure delivery of any newsletters or correspondence regarding orders placed at us.sergelutens.com.

What I have to do if I Forgot my password or I want to change it?

If you have forgotten your password, please click on forgot your password? in ‘My account” or in “checkout”. If you want to change your password, please access the personal information section in your account.

How can I Sign Up for The Serge Lutens’ Newsletter?

If you have an account with us, you can sign up for our newsletter in the newsletter subscription section in your account/your information. If you do not have an account with us, please click here and sign up

How to unsubscribe?

You can manage your newsletter subscription preferences in the newsletter subscription section in your account/your information.