FREQUENTLY ASKED QUESTIONS

ABOUT RABANNE AND OUR PRODUCTS

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.

All information related to our products are featured on each product detail page. You can find the product view, the full ingredients list, all the capacities and prices.

At Rabanne, we try to be as sustainable as possible. Our e-commerce packaging (including the stationery) is fully recyclable. For more information please refer to our recycling page.

HOW TO BUY

To purchase on Rabanne e-shop, you must choose the product you want to order and indicate your desired quantity. If you are looking for a specific item, you can use our search engine in order to find products by name.When you have made your selection, click on “see bag”. To proceed to check out, click on “proceed to check out”. You can create an account to access our exclusive services or continue your purchase as a guest. If you have any questions or concerns, please contact our Consumer Service by live chat, e-mail at contact@rabanne.com or phone at the following numbers based on where you are located:

FR: +33 186 478 168

US: +1 (855) 657 2264

UK: +44 808 164 0910

ES: +34 900 876 359

DE: +49 800 000 2492

BR: +55 800 591 1885

Monday to Friday - 10am - 6pm.

You can order as much as 4 units of the same reference. Please note that you cannot have fashion and fragrance items on the same shopping bag. If your want to purchase both, you need to proceed to check out once for the fragrance item, and then a second time for the fashion item.

You cannot manually cancel your order on the website. If you wish to do so please contact our Consumer Service by e-mail at contact@rabanne.com or live chat or phone at the following numbers based on where you are located:

FR: +33 186 478 168

US: +1 (855) 657 2264

UK: +44 808 164 0910

ES: +34 900 876 359

DE: +49 800 000 2492

BR: +55 800 591 1885

We will do our best to accommodate your request. However, we cannot ensure your purchase can be cancelled. If it’s not possible, you can refuse the delivery and the parcel will be sent back to us within 3-5 days by free of charge. You can also send us back your products once received, following our Return Policy.

The products cannot be exchangeable. However, you can return your order accessing our returns portal and return an item for free within 14 days from the day you received the order (30 days if you purchased from Germany). We will issue a refund within a maximum of 14 days. You can then re-order the item at any point.

In order to get an invoice, please contact our Consumer Service at contact@rabanne.com 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 will send your back the invoice by e-mail as soon as possible.

You can buy our products on the selected Retail stores and boutiques on our Store Locator.

HOW CAN I RECYCLE MY PACOLLECTION FRAGRANCE?

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.

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, please find below some useful links by country.

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, please find below some useful links by country. EUROPE SPAIN, ECOEMBES: https://www.ecoembes.com/es/ciudadanos/envases-y-procesoreciclaje/como-reciclar-bien GERMANY, DSD (Gruener Punkt): https://www.gruener-punkt.de/de/muelltrennung-muelltrennen.html FRANCE, CITEO : https://www.consignesdetri.fr/ BELGIUM, FOSTPLUS: https://www.fostplus.be/nl/sorteren-recycleren/alles AMERIQUE UNITED STATES (New York), GOVERNMENT: https://www1.nyc.gov/assets/dsny/site/services/recycling/what-torecycle ARGENTINA (Buenos Aires), GOVERNMENT: https://www.buenosaires.gob.ar/ciudadverde/separacion/como-seseparan-los-residuos BRASIL (Sao Paulo), LOGA: https://www.loga.com.br/content.asp?CP=LOGA&PG=LG_C08 COLOMBIA (Bogotá), GOVERNMENT: http://www.bogota.gov.co/temas-de-ciudad/ambiente/como-reciclar-enbogota URUGUAY (Montevideo), GOVERNMENT: http://www.montevideo.gub.uy/reutilizacion-y-reciclaje PANAMÁ (Panamá), BASURACERO https://www.basuracerocambiatubarrio.org/puntos_limpios.php CHILE, GOVERNMENT: http://chilerecicla.gob.cl/a_reciclar/que_y_como_reciclar/ MEXICO: https://www.gob.mx/semarnat/acciones-y-programas/clasificacionreciclaje-y-valoracion-de-los-rsu

PAYMENTS

You can pay your order by American Express, Maestro, MasterCard, Visa, 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.

For Rabanne, the security of online purchases is fundamental. All transactions are performed through secure payment systems. All data is processed in accordance with our privacy policy. You can check our Privacy Policy by clicking here.

If your payment has been declined, please follow the steps below:1. Try your payment again by clicking on “retry payment”2. To help insure your order is not declined when placing a new order we suggest you check the following:Check the card details or PayPal account details, to make sure the information is correct, e.g. the expiry date or your billing address.Make sure you enter the security code correctly – it’s the three digit numbers on the back of your card for VISA and MasterCard. For American Express, it’s the 4 digit code that appear on the front of the card.Your card issuer may have declined your payment, as we do not know the reason, we suggest you directly contact your bank.If you have checked all of the above, please try to pay with another card or contact our Consumer Service by e-mail at contact@rabanne.com, bu live chat, or by free of charge phone at:

FR: +33 186 478 168
US: +1 (855) 657 2264
UK: +44 808 164 0910
ES: +34 900 876 359
DE: +49 800 000 2492
BR: ++55 800 591 1885

Monday to Friday - 10am - 6pm.

ONLINE SHIPPING & DELIVERY

Rabanne fashion delivers worldwide with the exception of Turkey.

Complimentary standard delivery on all Rabanne Fashion order. Express Delivery is €20/£20/$20.

Standard Delivery is complementary in orders over €100/£100/$100.

Standard shipment takes 3-6 business days. Express shipment takes 24-48 hours. Once your parcel has left our warehouse, you will receive a shipping confirmation e-mail.

Once your parcel is sent, you will receive a shipping confirmation email, with a tracking link from DHL where you can track your order.

Please allow up to 3-6 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 us by phone, live chat or e-mail and we’ll look into it as soon as possible.

If your order has been shipped with missing items, our Consumer Service will contact you before you receive it in order to manage a refund. In case you did not receive any e-mail, please contact our Consumer Service by e-mail at contact@rabanne.com, by chat or by free of charge phone at:

FR : +33 186 478 168
US : +1 (855) 657 2264
UK : +44 808 164 0910
ES : +34 900 876 359
DE : +49 800 000 2492
BR: +55 800 5911885

Monday to Friday - 10am - 6pm.

We will do our best to accommodate your request.

Should you have any issue with your order, please contact our Customer Service specifying your order number, e-mail address and a description of the issue. You contact our Consumer Service by e-mail at contact@rabanne.com, by chat or by free of charge phone :

FR : +33 186 478 168
US : +1 (855) 657 2264
UK: +44 808 164 091
ES: +34 900 876 359
DE: +49 800 000 2492
BR: +55 800 5911885

Monday to Friday - 10am - 6pm.

If you want to change the delivery address, please contact our Consumer Service by e-mail at contact@rabanne.com, by chat or by free of charge phone at:

FR: +33 186 478 168
US: +1 (855) 657 2264
UK: +44 808 164 0910
ES: +34 900 876 359
DE: +49 800 000 2492
BR: +55 800 5911885

Monday to Friday - 10am - 6pm.

We will do our best to accommodate your request. However, please note that we cannot add or remove items from the order once it has been validated.

RETURNS AND REFUNDS

To return any item:

1.Access our Returns portal with your order number “PR-WW-XXXX” and your email.

2.Select the items to be returned and the reason for return.

3. Should it be required in the returns portal, please download all the documentation and enclose it outside the return parcel.

5.Send us your package from your nearest DHL Express drop point: www.dhl.com

You can return your order free of charge within 14 days after receiving your order, 30 days If you ordered from Germany.

If you are not satisfied with your purchase, you can return to us any product, clicking here.

The return of any product must be made within a maximum of 14 days after receiving the product (30 days for Germany). Please note that returns are free of charge. For more information, please refer to our Return Policy.

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 the purchased product.

ACCOUNT AND PERSONAL DATA

In order to create an account:Click on “my account” icon on the top right-hand corner of any page.Click on “create an account” button and enter all the needed information If you want to subscribe to our newsletter, tick also the related checkboxClick on “create an account”Your account is then created. You will be able to access your profile and modify your personal information.Next time, you can access it by clicking on the same “my account” icon and entering your e-mail address and password only.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.

If you forgot your password, 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 in the check out. Enter the e-mail address you used for your account creation: you will receive a link by e-mail to define a new password.

To modify your account details, log in your account by clicking on “my account” icon at the top right-hand corner of any page. 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. Then click on “save modifications”.

To read our Privacy Policy, please click here. To learn more about our Cookie policy, please click here.

In order to subscribe to our newsletter, you have three options: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.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.

In order to unsubscribe from the newsletter, click on the unsubscription link that you can 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 by live chat or e-mail at contact@rabanne.com.