Frequent questions
Cancellations, Returns and Exchanges
It is possible to cancel, return or exchange an order. Please note the costs of return shipping will be at your expense and that some customs duties and taxes may be non-refundable outside of the E.U. Please be mindful of the following conditions:
Contact us here no later than 14 days after reception of your order.
Return shipment must be made no later than 14 days after reception of your order.
Products must be returned unworn, with the presentation box and certificates.
Returns that do not meet our policy will be sent back to you. Please see our return policy here.
Receiving a Refund
Once we have received and approved your returned item, we will send you an email informing you that we issued the refund.
You will receive your refund back to the original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
If your order has been sent to a destination within the EU, all sales taxes are generally refunded by customs authorities. Outside the EU, sales taxes and duties may be non-refundable. However, you may be able to recover these by contacting your local customs office or by hiring a customs broker.
Repeated Returns
We carefully monitor the number of returns and only allow 1 refunded order per customer. We reserve ourselves the right to decline future refund requests.
Prices
Prices displayed on every product page exclude taxes and duties.
Taxes and duties will be calculated by your customs authorities. They will be payable upon receipt of the product, to the shipping company or to the Franck Muller boutique in case of a boutique delivery.
Please note that in case of return, taxes and duties may be non-refundable. Please contact your local customs office for more information.
Billing
The final price at checkout does not include taxes and duties and you will have to settle these when receiving the product.
Once your order arrives at its destination, you will be required by the shipping compagny or Franck Muller Boutique to pay taxes and duties. For an estimate, please contact your local customs.
Payment Methods
Payment methods include :
Credit Cards (Visa, MasterCard and American Express)
Apple Pay
PayPal
Venmo
Bank Transfers
Unfortunately, we do not accept bank transfers as a payment method.
However, by transferring money on your credit card (also called overpaying your credit card), you may increase the limit which will facilitate your purchase. You can perform this via your e-banking or contact your bank.
Alternatively, you may transfer money to your PayPal account and then use this platform to make the payment. PayPal also offers the possibility to directly connect with your bank account and use it as a primary payment method.
Payment Security
All payments through our website are safe and secured. Payments are processed by Stripe and PayPal, leaders in the field. We do not have access to your payment information whatsoever.
Delivery Options
We offer two different delivery options from which you may choose at check out :
Shipping to your address
In-store pick up (you will choose the boutique at check out)
Delivery Time
After your order has been submitted, we will let you know once we have shipped your product. It could take up to 10 days.
Order Tracking
We will keep in touch at every step of the process:
First, we will send you an email confirming your order immediately after completing your check-out.
Then, you will receive an email when your order has been shipped.
Finally, if you chose an in-store pick up, you will receive an email when your order has arrived to the boutique to arrange collection.
If you have not received any email confirmation, please check your spam folder. If you still can’t find it or in the event of a mistake in the email you provided, please contact us here.
Stock Availability
Jewelry featured on our website is generally available in stock, unless it specifically mentions “sold out”.
To check stock availability of a particular variant, click on a product and then select the desired material, size or color. If the variant is out of stock, “sold out” will be displayed and you will not be able to add the product to the cart.
If a ring size you desire is not in the variant list, please contact us here.
Ring Size
To help you pick the right ring size, please have a look at our Ring Size Guide and our Conversion Chart.
Need More Help ?
This page is organised by topics. If you do not find the answer to your question, please contact us here.