Frequently asked questionsHere you can find all the answers to your questions
About Paco Rabanne and our products
What is Paco Rabanne?
If there is one brand in the world that can truly pride itself in being audacious and avant-garde, it is certainly Paco Rabanne. From fashion cut out of metal to perfumes that break all the established codes, Paco Rabanne has always innovated, creating novelty to provoke the strongest of emotions. Striking, daring, light-hearted and provocative, Paco Rabanne’s fragrances have an exceptional power to leave a strong impression on everyone’s memories and become cultural benchmarks.
Where can I find information about your products?
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.
Are your products and packaging recyclable?
At Paco 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 can I recycle my pacollection fragrance?
Pacollection commitment to innovation & sustainability
We do our best to raise the bar for innovation and sustainable practices within the luxury sector.
We are working to improve our packaging, prevent littering and reduce landfill disposal.
In this way, we are currently searching for more sustainable materials and processes and promote circular economy practices.
How do I dispose the products once they are finished?
- The coffret and the sleeve are made of compact cardboard and therefore can be recycled by folding and disposing it into the bin used to collect paper and cardboard.
- The foam in the coffret should be disposed in the general waste bin.
- The bottle is composed of various materials. To ensure that pacollection bottle is recycled, you can send it to us (go to section 4 for more information).
Webs of interest with information about recycling
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.
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
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/
How to recycle my pacollection bottle?
To ensure that the pacollection bottles are recycled, we propose to do it together:
- Write an email to customer service indicating: your name, full address, country & phone contact. We will send you a voucher.
- Print your return voucher, stick it to your envelope and bring to your closest post office. All totally free.
- Once received, the bottle is treated and mainly recycled by our suppliers. The materials of your bottle will be transformed into raw materials.
Which parts of my bottle will be recycled and for which use?
The bottle once disassembled will be converted in pellets for its later use as raw material for the manufacture of irrigation pipes, bags, plastic tarpaulins, pots of plastic, etc.
The metallic elements once separated and compacted together with the scrap recovered from other customers are intended to aluminum smelters for the manufacture of ingots that will be used for urban aluminum furniture and aluminum parts from the automotive sector...
What is the « Buy, try & decide » service?
With the "Buy, try & decide" service, Paco Rabanne offers you the opportunity to try your fragrance before opening it. When you buy a perfume*, you automatically receive its free sample. Test the sample before opening the bottle. If you don't like the fragrance, simply return the unopened bottle in its original packaging. Returns are free of charge within 14 days of the delivery date. The 14-day period is extended to 28 working days.
*This mechanism is offered for all fragrances except: Calandre, Paco Rabanne Pour Homme, XS, Ultraviolet. Sets and ancillaries are excluded from this offer.
Can I still place an order?
Yes, pacorabanne.com will continue to accept orders. Deliveries are temporarily delayed and can take up to 72h.
How do I return my order?
Returns online will be extended beyond the current 14-day period to 28 working days while in store returns can be processed once the stores reopen—we will communicate to you when your local store will reopen. Since our warehouse is operationnal, we can still fulfill your return and process your refund.
What is the delivery time for my order?
Deliveries are temporarily delayed and can take up to 72h.
Which stores are opened?
All of our stores worldwide are currently closed and we will update all new information on when stores reopen. Do not hesitate to contact us for more information.
Is your client service available?
Paco Rabanne Customer Care team are working remotely and can be contacted by free of charge phone at 0800 3760 810 or e-mail: [email protected], from Monday to Friday from 8am to 8pm (GMT+2). Saturdays from 9am to 5pm(GMT+2).
How to buy?
How to purchase online?
To purchase on Paco 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”, you can then choose your free samples and add a personalized message. 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 Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
Can I order as many products of the same reference I want?
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 idem, and then a second time for the fashion item.
How to cancel my order?
You cannot manually cancel your order on the website. If you wish to do so please contact our Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
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.
How to make an exchange?
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 days. You can then re-order the item at any point.
How to get an invoice?
In order to get an invoice, please contact our Customer Service at [email protected] 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 Customer Service will send your back the invoice by e-mail as soon as possible.
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.
How can I pay for my order?
You can pay your order by American Express, Maestro, MasterCard, Visa and PayPal.
When will my card or PayPal Account be charged?
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.
Is payment secured?
My payment has been declined: what should I do?
If your payment has been declined, please follow the steps below:
- Try your payment again by clicking on “retry payment”
- 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 Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
Which countries does Paco Rabanne ship to?
At the moment, our UK website only delivers United Kingdom, including Isle of Man. The following regions are not delivered: 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.
We also deliver France through our French website. You can click here to access it, or you can change your country by using the country selector accessible from all pages in the footer.
Online Shipping & Delivery
Which countries does Paco Rabanne ship to?
Paco Rabanne will assume all Duty and Tax expenses.
How much does the shipping costs?
Paco Rabanne offers free standard delivery over £30, shipping fees £3,50 for any order under.
For express delivery it will cost £15.
How long will it take my order to arrive?
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.
How do I track my order?
Once your parcel is sent, you will receive a shipping confirmation email, with a tracking link from UPS where you can track your order. Click on this tracking number to access the “Follow my parcel” page of UPS website, where you will find the status of your parcel.
I didn’t receive my order: what should I do?
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 or e-mail and we’ll look into it as soon as possible.
I received only a part of my order: what should I do?
If your order has been shipped with missing items, our Customer 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 Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
We will do our best to accommodate your request.
I have an issue with the order I receive: what should I do?
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 Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
Can I modify my shipping address after I have placed my order?
If you want to change the delivery address, please contact our Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
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
How can I return my order?
To return any item, Paco 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.
Do you offer free return?
All returns are free of charge within a maximum of 14 day after receiving the product.
Can I return only a part of my order?
If you are not satisfied with your purchase, you can return to us any product. The return of any product must be made within a maximum of 14 days after receiving the product. Please note that returns are free of charge. For more information, please refer to our Return Policy.
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 the purchased product.
I lost my return label, how should I proceed?
If you lost your return label, please contact our Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
My account and personal data
How to create an account?
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 checkbox
- Click 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.
I lost my password, where can I reset it?
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.
I would like to edit my personal information
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”.
I would like to receive your newsletter.
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 Paco 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.
How can I unsubscribe from newsletter?
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 Paco Rabanne’s news to know the new collections and more”. Finally, click on “save modifications”.
If you have any further questions, please contact our Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
How can I take advantage of the welcome offer?
Subscribe to the newsletter via the registration form available on our website. An individual promotional code will be sent to you by e-mail, it can only be used once. Enter your promotional code during the check-out to get 15% off your order. Excluding bodycare & fashion novelties and essentials. The offer is valid for 1 month from the receipt e-mail date, on the Paco Rabanne website exclusively, while stocks last. The offer is valid only in Metropolitan France. It cannot be combined with other current offers.
How to get in touch with the Customer Service?
You can contact our Customer Service by e-mail at [email protected] or by free of charge phone at 0800 3760 810, from Monday to Friday from 8am to 8pm. Saturdays from 9am to 5pm.
I want to join Paco Rabanne team.
Interested in joining Paco Rabanne team? We advise you to visit this page directly:
https://www.puig.com/en/talent/work-with-us/. You will be able to directly contact the brand's HR department and discuss your ideal position with them.
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