What safety and sanitary measures has Maison Francis Kurkdjian put in place?
We have implemented strict hygiene measures in our warehouses in order to continue preparing and delivering orders. Regular wearing of a mask is compulsory and hydro-alcoholic gel is available at all times to operators, who are required to disinfect their hands between the preparation of each package. Social distancing of one meter is also strictly respected. Preparation stations are regularly disinfected.
What is the impact on delivery times?
The security rules related to Covid-19 may delay delivery times. These delays can also vary depending on measures being implemented by our transportation partners.
What is the impact on conditions for returns, reimboursement, and exchanges?
Returned products are systematically disinfected by our teams.
The conditions for returns, reimboursement, and exchanges remain unchanged, you may find them in the "Returns and Exchanges" section.
How do I place an order online?
We invite you to browse through the catalog of our site, select a category from the menu or choose a selection highlighted on the homepage.
Once you have selected an item, choose the desired bottle size if applicable, then add the product to your cart by clicking "Add to cart." You can continue your purchases by clicking "Continue shopping" or access your cart and proceed to payment by clicking "Checkout."
Once you have accessed your cart, we invite you to select perfume samples and gifts if applicable. You can then proceed to payment by clicking "Proceed to checkout."
We recommend creating on account on our site to obtain access to exclusive advantages.
How can I obtain assistance for ordering online?
A customer adviser is available by phone at +33 (0)1 72 95 09 89, Monday to Friday from 9 a.m. to 7 p.m. and Saturday from 10 a.m. to 5 p.m. (Paris time) or by email at boutique@franciskurkdjian.com
Can I order over the phone?
Unfortunately, we cannot process any orders by email or by phone. We invite you to visit our official website: www.franciskurkdjian.com
Are all products available on the website?
On our site, you will find all products currently available online. Certain items may be temporarily out of stock. Please note that certain products are available exclusively at certain points of sale.
If you cannot find a product you are looking for, we invite you to contact our Customer Care.
How can I obtain a receipt for my online purchase?
If you wish to obtain a copy of your invoice, please contact our Customer Care.
How can I modify or cancel my online order?
If you wish to cancel or modify your order, please contact our Customer Care as soon as possible. Once an order has been submitted, we cannot guarantee that it can be cancelled or modified. However, we will do our best to accomodate your request.
If you wish to return all or part of your order, we invite you to consult the section "How do I return or exchange an item purchased online?"
You have a right of withdrawal of 14 days from receipt of your order.
How can I change the delivery address for an order that has already been confirmed?
If you would like to modify or complete the delivery address for your order (i.e. zip code, street number, typo or additional information), we invite you to contact our Customer Care as soon as possible. Once your order has been confirmed, we cannot guarnatee that it can be modified. However, we will do our best to accomodate your request.
If you wish to send your order to a new address, we invite you to contact our Customer Care to cancel your order and place a new one.
If you wish to return all or part of your order, we invite you to consult the section "How do I return or exchange an item purchased online?"
You have a right of withdrawal of 14 days from receipt of your order.
How can I select a delivery method?
When placing an order, you will be asked to indicate your delivery information and then select the delivery method from the available options.
How can I track my order online?
In order to track your order, a tracking number will be sent to you by email when your package has been shipped. If you placed your order using a customer account, the tracking number for your order will be available in the "My Orders" section.
I haven't received confirmation of my order, what should I do?
Once your order has been confirmed, an order confirmation email will be sent to the email address you provided. If you have not received this email, check your junk folder. You can contact Customer Care if necessary.
How can I collect a product I've seen online in a Maison Francis Kurkdjian store?
We invite you to directly contact the point of sale where you would like to both try and purchase a product. You can find the points of sale near you using our online Store Locator.
Can I reserve a product online to pick up in store?
We invite you to directly contact the point of sale where you wish to reserve a product. You can find point of sale near you using our online Store Locator.
I did not receive my voucher, what should I do?
We apologize that you have not received a voucher following your last order. This code is normally sent by email shortly after your order has been sent. However, sometimes this email is automatically placed in the spam folder of your email, which we invite you to check.
If you cannot find this email, please contact our Customer Care.
How can I use a voucher?
To use your voucher, enter it in the space provided in the summary of your order, then validate it.
We kindly remind you that the sample set's voucher is redeemable on fragrance purchases only. Products from the body line, candles, and accessories are excluded from this offer. The voucher is valid for 1 year and cannot be combined.
How can I personalize my perfume?
Personalize your fragrance bottle with an engraving, a service exclusively available in our Paris boutiques and through our online store.
Whether for you or as a gift for someone else, you can personalize your bottle. Select your fragrance and then click "Personalize my bottle." Then follow the instructions: enter and validate the message you would like engraved (15 character maximum), then choose the style, color, and position of the engraving.
Please note that personalized products can not be exchanged or refunded.
Do you offer gift messages and wrapping?
Enjoy the chic presentation of your purchase, which will be beautifully presented in a Maison Francis Kurkdjian gift box (samples set orders are not eligible).
For gifts, you can add a personalized message within your cart.
Please note that personalized products can not be exchanged or refunded.
Can you help me find a gift for someone else?
A customer adviser is available by phone at +33 (0)1 72 95 09 89, Monday to Friday from 9 a.m. to 7 p.m. and Saturday from 10 a.m. to 5 p.m. (Paris time) or by email at boutique@franciskurkdjian.com
How can I report an incomplete / damaged / incorrect order?
We sincerely apologize for this inconvenience. We invite you to contact our Customer Care by email at the following address upon receipt of your package: boutique@franciskurkdjian.com
How can I report a missing order?
We sincerely apologize for this inconvenience. We invite you to contact our Customer Care by email at the following address as soon as possible: boutique@franciskurkdjian.com
What are the available payment options online?
You can pay on our site using Carte Bleue, Visa, Master Card, American Express, JCB, Diners Club, Discover and/or a Paypal account. All payments are secure. Cards issued by banks domiciled outside of France must be international cards.
When paying by credit card, you must provide the following information: card type / card number / expiration date / security code number.
Payments by check are not accepted.
Is an online purchase on Maison Francis Kurkdjian website secure?
We attach great important to the security of our customers' banking data. All payments on our site are secure.
When will my bank account be charged for my purchase?
An order is shipped once the payment method has been verified and authorization to debit the credit card received. The order is paid in full.
In case of unavailability of certain products ordered, our Customer Care will contact you to confirm if you would like to maintain or cancel your order.
Why was my payment refused?
In case of refusal to pay, your order will be automatically cancelled.
We invite you to verify the payment information provided.
You can also contact your banking institution to find out why your card is not working.
Can I combine more than one payment method for one order?
We only accept one payment method per order. If you wish to use several payment methods, we invite you to place several orders.
My country is subject to import taxes and customs duties, are these charges included in the amount of my order?
Import charges may be applied by our carriers upon delivery of your parcel. The total amount of your order does not include these additional taxes.
Can I book a store appointment online?
It is not possible to make an appointment at one of our points of sale through our site. You can find the point of sale nearest to you by using our Store Locator.
How can I track my order online?
In order to track your order, a tracking number will be sent to you by email when your package has been shipped. If you placed your order using a customer account, the tracking number for your order will be available in the "My Orders" section.
Why do you not ship to my country?
Due to customs restrictions, shippng to certain countries is not currently available on our site. However, we invite you to consult our Store Locator to find out which points of sales are available in your country.
What shipping options are available?
The available delivery methods will be offered to you upon validation of your order. We work with Colissimo and DHL depending on the country of delivery.
How long will my order take to arrive?
Orders made on our site are dispatched by our transportation partners who are commited to delivering packages within the following average time periods: 2 to 5 working days from dispatch for France, or up to 3 weeks depending on the country.
How can I benefit from free shipping?
Maison Francis Kurkdjian offers free delivery with Colissimo if this option is available in your country.
If this option is not available in your country, we invite you to choose among the delivery methods offered.
How do I add, delete, or modify a delivery address before ordering?
When ordering online, you can enter the delivery address of your choice. If you completed the order using your customer account, you can add, change, or delete previously used addresses in the "My address book" section.
How can I change the delivery to an address other than my home?
When ordering online, you can enter a different address for delivery and billing.
Is a signature required upon delivery?
Packages require a signature in order to be delivered. Rules applied by carriers may change due to current sanitary conditions.
What should I do if I am not home when the delivery occurs?
If you cannot be present for the delivery of your order, we invite you to contact your order carrier (DHL or Colissimo) and provide the tracking number of your package.
What is your return policy?
You have 14 calendar days from the date of delivery to exercise your right of withdrawal and request a refund for the product(s) ordered that were not satisfactory for you.
Any product that is opened, damaged, used, bears marks, has been modified or is not returned in its original packaging is not subject to the right of withdrawal.
Please note that personalized products can not be exchanged or refunded.
How do I return or exchange an item purchased online?
You have 14 calendar days from the date of delivery to exercise your right of withdrawal and request a refund. To exercise this right, you must declare, by registered letter with a return receipt to the Maison Francis Kurkdjian address below, your decision to withdraw using the withdrawal form or a plain sheet of paper. The product or products must be returned unopened, unused, in perfect condition and in their original packaging (if not, a refund will not be possible) accompanied by the original invoice and withdrawal form to the following address: Maison Francis Kurkdjian C/O Cargotrans Global 20 allée des Érables - BP56106 95950 Roissy (CDG) Cedex FRANCE The withdrawal form can be downloaded from the Terms and Conditions section of our site, or, if you completed your order using a customer account, in the "Orders" section of your account.
What is the withdrawal policy?
You have 14 calendar days from the date of delivery to exercise your right of withdrawal and request a refund for the product(s) ordered that do not give you satisfaction.
How long will it take to receive my refund?
Reimboursement is made using the same payment method as the order, within a maximum period of thirty (30) days after exercising the right of withdrawal, subject to the compliance conditions mentioned above.
How much will my refund be?
Maison Francis Kurkdjian will reimbourse the full amount paid including delivery costs, but excluding return costs.
Are delivery costs and return shipping costs refundable?
Maison Francis Kurkdjian will reimbourse the full amount paid including delivery costs, but excluding return costs.
Can I return an online purchase to a Maison Francis Kurkdjian store?
It is not possible to return a product purchased online to a store. You have 14 calendar days from the date of delivery to exercise your right of withdrawal and request a refund. To exercise this right, you must declare, by registered letter with a return receipt to the Maison Francis Kurkdjian address below, your decision to withdraw using the withdrawal form or a plain sheet of paper. The product or products must be returned unopened, unused, in perfect condition and in their original packaging (if not, a refund will not be possible) accompanied by the original invoice and withdrawal form to the following address: Maison Francis Kurkdjian C/O Cargotrans Global 20 allée des Érables - BP56106 95950 Roissy (CDG) Cedex FRANCE The withdrawal form can be downloaded from the Terms and Conditions section of our site, or, if you completed your order using a customer account, in the "Orders" section of your account.
How to I obtain a withdrawal form?
You have 14 calendar days from the date of delivery to exercise your right of withdrawal and request a refund. To exercise this right, you must declare, by registered letter with a return receipt to the Maison Francis Kurkdjian address below, your decision to withdraw using the withdrawal form or a plain sheet of paper. The product or products must be returned unopened, unused, in perfect condition and in their original packaging (if not, a refund will not be possible) accompanied by the original invoice and withdrawal form to the following address: Maison Francis Kurkdjian C/O Cargotrans Global 20 allée des Érables - BP56106 95950 Roissy (CDG) Cedex FRANCE The withdrawal form can be downloaded from the Terms and Conditions section of our site, or, if you completed your order using a customer account, in the "Orders" section of your account.
Can I use a different carrier to return an item?
In order to return your item, you can choose the shipping service of your choice. We advise you to choose a service that allows you to track your shipment. Maison Francis Kurkdjian cannot be held responsible for returned items.
Can I receive my refund on a different card than the one I used to make the purchase?
For security reasons, we will refund the payment to the same payment method used to make the purchase.
Can I receive a refund for a gift?
For security reasons, we will refund the payment to the same payment method used to make the purchase.
You can contact our Customer Care to exchange your gift if the 14 day withdrawal period is still in effect. Please note that personalized products can not be exchanged or refunded.
How can I find a product that is not currently available on the site?
We invite you to consult our Store Locator in order to find the nearest point of sale.
How can I receive a certificate of authenticity for my product?
We are unable to authenticate your perfume based on the lot number or photos of the perfume. However, if you provide the name and place of purchase (or the name of the website), we can confirm whether the store is an authorized retailer of our fragrances, the confirmation of which guarantees an authentic fragrance purchase. Alternatively, in case of doubt concerning the place of purchase, we invite you to consult the list of all our points of sale by following the following link: https://www.franciskurkdjian.com/nos-points-de-vente.html
What is the shelf life of Maison Francis Kurkdjian products?
Our formulas are subjected to numerous tests to prove their stability over time. Under these conditions, according to Cosmetic Regulations, it is not necessary to display an expiration date on the product. If in doubt, you can contact our Customer Care.
How should I properly store my Maison Francis Kurkdjian fragrance?
We recommend that you conserve your fragrances in a temperature-controlled environment, away from direct sunlight and heat.
Why does my perfume not have the same color as my previous perfumes?
The colors of our perfumes, due to their natural raw materials, may vary from season to season. However, this variation in color does not alter the olfactory effects or the quality of the fragrance.
Our fragrances undergo rigorous regulatory and quality control tests to ensure the safety of our consumers.
Are the products tested on animals?
Maison Francis Kurkdjian, as well as the other brands of the LVMH Group, do not use animal testing to assess the safety of cosmetic products, in compliance with article 18 of the European Regulation relating to cosmetic products n ° 1223/2009. Committed to respect animal conditions, the LVMH Group has anticipated these regulations and has banned all animal testing since 1989.
We are convinced of the importance of abolishing these practices, and have been actively engaged since this date in favor of the development and validation of new alternative methods, in particular within the European Cosmetics Association (Cosmetics Europe), and we also support the European Partnership for Alternative Approaches to Animal Testing.
Are the products vegan?
The safety of cosmetic products, the well-being and the trust of our customers are, and have always been, a top priority for LVMH and its Houses.
Only the highest quality ingredients are used in the composition of our cosmetic products, which comply with both the most restrictive international regulations and the best existing practices in terms of quality and durability.
The multiplicity of standards that defines vegan products does not allow us to ensure the systematic compliance of our products with these standards. However, we do not test our products on animals. Our goal is to keep consumers safe while respecting animal life.
Are the products hypoallergenic?
Maison Francis Kurkdjian products are manufactured and tested to avoid the risk of allergy.
Where can I find the ingredients of a product?
You can find the list of ingredients on each product page by clicking "See ingredients."
How can I report a reaction or intolerance to a product?
Maison Francis Kurkdjian products are subjected to numerous and rigorous tolerance tests at all stages of development and meet the most stringent international standards, in order to eliminate any substance with allergenic or irritant properties.
However, in the case of discomfort or intolerance, we invite you to contact our Customer Care.
For every purchase of this discovery set you will receive a 14€ voucher, to be used on your next order of a full-size fragrance (one voucher maximum per purchase).
Why is there a cost for samples?
The amount you pay for your sample set order corresponds to the handling charges, as mentioned on the product page. Charges of 14€ will be invoiced for any order below 15€. However, we are happy to edit a voucher of the same amount that you will be able to use on your next perfume purchase. The voucher is valid for 1 year and cannot be combined.
Why should I create an account on franciskurkdjian.com?
We invite you to create an account that allows you to:
- track your online purchases and view your order history, digital invoices, and vouchers
- manage your personal information
- manage your subscription to our newsletter to follow our updates
- access a set of personalized services
Do I need an account to purchase online?
In order to place an order online, you can either use an existing account if you have already created one on our site, or you can pay for your purchases as a guest. You can create an account at a later time.
How do I create an account?
To create a customer account, go to the "My Account" area located in the menu at the top of our site. Click on "Create an account," fill in the required information, then validate. A confirmation email will be sent to the email address provided when creating the account.
You can also add products to your cart and before checking out, click "Create your account," fill in the required information, and validate. A confirmation email will be sent to the email address provided when creating the account.
How can I modify or delete my account?
To modify your account, connect to your account on the Maison Francis Kurkdjian site and consult the "My personal information" page: here, you can modify your personal information, your contact preferences or delete your account. For any questions relating to collection and processing of your data by Maison Francis Kurkdjian, you can contact our data protection officer by email at the following address: dpo@franciskurkdjian.com
How can I reset a forgotten password?
To recover your password, click "My account" then "Forgotten password?" You can then enter your email address to receive an email allowing you to reinitiate your password.
I can't access my account, what should I do?
We invite you to check the entered email and password. If you have forgotten your password, click "My account" then "Forgotten password?" You can then enter your email address to receive an email allowing you to reinitiate your password.
How can I access my order history?
To access your order history, connect to your account on the Maison Francis Kurkdjian site and consult the "My orders" page.
How is my personal data secured?
Please rest assured that Maison Francis Kurkdjian attaches great importance to the protection of your privacy and the data collected is necessary for the management of orders.
In accordance with strict regulations, in particular GDPR, you have the right to access and rectify your personal data, as well as the right to request its erasure, to oppose its processing for legitimate reasons and to obtain its limitation or portability to the extent that this is applicable. You can find all the information concerning our Privacy policy as well as the methods of exercising your rights in terms of personal data on the following pages:
For any questions related to the collection and processing of your data by Maison Francis Kurkdjian, you can contact by email our data protection officer at the following address: dpo@franciskurkdjian.com
How can I contact Customer Care?
A customer adviser is available by phone at +33 (0)1 72 95 09 89, Monday to Friday from 9 a.m. to 7 p.m. and Saturday from 10 a.m. to 5 p.m. (Paris time) or by email at boutique@franciskurkdjian.com
In order to subscribe to the newsletter, we invite you to provide your email in the subscription field in the "Newsletter" section, located at the bottom of the page of our site.
How do I unsubscribe from the newsletter?
You can unsubscribe from our newsletter by clicking the link at the bottom of the Maison Francis Kurkdjian newsletter: "To no longer receive emails from Maison Francis Kurkdjian, click here."
Why should I subscribe to the newsletter?
By subscribing to the Maison Francis Kurkdjian newsletter, you will be among the first to be informed of new products, events, and news from the Maison.
How can I become a Maison Francis Kurkdjian distributer?
Your company presentation will be reviewed by our Sales team. Maison Francis Kurkdjian has a very selective distribution with numerous criteria to be fulfilled. Please note that only high-end department stores, specialized perfumeries and points of sale with selected brands could be part of our authorized points of sale.
Where can I find Maison Francis Kurkdjian products near me?
We invite you to use our Store Locator: just enter your localisation. The list of stores and resellers closest to you will be proposed.
How can I apply to work at Maison Francis Kurkdjian?