The poiray caseAll Poiray orders are packaged in an iconic luxury case
How to place an order on our site?
All items with an "Add to Cart" button can be purchased online, subject to availability.
Once you have made your selection, click "Add to Cart" to place the item in your cart.
Please select the desired size and color if needed. Then follow all the steps of the purchase procedure.
When you wish to finalize your order, click on the "Proceed to payment" button.Your order is validated as soon as you receive an order confirmation email.
For any assistance, we invite you to contact our customer service by phone at 01 42 97 99 16 or by email at email@example.com
Can I change or cancel my order?
In case of error concerning the elements of your order (wrong address, change of size etc.), you have the possibility to modify or cancel it before its processing and shipping by us.
To do so, please contact our customer service by phone at 01 42 97 99 16 from Monday to Thursday (excluding holidays), from 10 am to 6 pm (Paris time) and on Friday (excluding holidays) from 10 am to 5:30 pm (Paris time), or by e-mail firstname.lastname@example.org.
How can I get help with my order?
How is my order prepared?
Following the receipt of your order confirmation email or subject to the immediate availability of the ordered products, the preparation will be done within 24 hours.
In order to offer you a unique experience, we take special care in the preparation of your order.
Each order is prepared in our Parisian workshop, individually wrapped in its case and then inserted in a shopping bag embellished with a cotton ribbon. The set is then inserted in a box ensuring protection and anonymity during its routing.
You have the possibility of adding a personalized message during the validation of your basket in the insert "offer a gift".
The certificates of authenticity and guarantee if any will be inserted in your order.
I want to give a gift, will my order be gift wrapped?
All items ordered on our website are carefully packaged in our Parisian workshop in Place Vendôme.
Our gift wrapping consists of silk paper, a Poiray box and a shopping bag embellished with a cotton ribbon.
Each product is individually wrapped and is inserted in a box ensuring protection throughout the shipping process.
Can I attach a personalized message?
You have the option of inserting a personalized message at checkout in the "Give a Gift" insert located in your shopping cart. Your message will be printed on a Poiray correspondence card and inserted in an envelope.
Can I attach an invoice without a price?
When you select "Give a gift" in your cart, your order is automatically registered as a gift, our customer service will add an invoice without price. If you would like an invoice with price, please contact our customer service at email@example.com
Is the online payment secure?
All transactions made on the site are highly secure. An SSL encryption system is in place to protect personal and payment data. In addition, Poiray undertakes not to keep your bank details. Finally, we reinforce the security of payments with the 3D Secure system for Visa, Mastercard and American Express cards that are equipped with it. An additional step takes place at the time of payment, allowing the identity of the cardholder to be verified and the transaction to be validated.
As each bank has its own authentication, we invite you to contact your banking institution directly for any questions regarding your 3D Secure code.
What payment methods are accepted on poiray.com?
Poiray accepts the following payment methods for online ordering:
- Credit cards: CB, MasterCard®, Visa®, American Express®
- Apple Pay, Google Pay
- Bank transfer
When is my payment debited?
Your card will be charged when your order is confirmed. You will then receive an email from us confirming the processing and then shipment of your order with its tracking number.
Please note that if you have chosen bank transfer as your payment method, Poiray will hold your order for 7 days. After this period, your order will be automatically cancelled if it has not been paid.
If some ordered items are not available, our customer service team will send you an email to notify you.
What are the costs and delivery times?
Delivery costs and times vary depending on the delivery address.
If your order is placed from Monday to Friday, it will usually be processed and shipped within 24 hours, unless otherwise specified by us. An e-mail will be sent to you to confirm the processing of the order as well as the shipment.
Paris intra-muros only: 10 € / Offered from 500 euros of purchases by Courier in 3 hours for an order made before 3pm, working day. Otherwise, delivery the day after your order.
Metropolitan France only: 8.00 € / Offered from 200 euros of purchases by Colissimo registered in 1 to 3 working days. 12.00 € by DHL Express in 1 to 2 working days.
Rest of the world: delivery by DHL Express offered from 500 € of purchase. Delivery in 2 to 5 working days.
Can I have my order delivered outside the European Union?
Yes, it is quite possible to have your order delivered outside the European Union.
Is a signature required for delivery of my order?
To ensure the security and traceability of your shipment all orders shipped by Poiray are delivered only against signature.
Can the delivery be made to post office boxes or mailboxes?
Unfortunately we do not deliver to post office boxes or mailboxes.
Is it possible to pick up my order at a Poiray boutique?
It is entirely possible to pick up an order from one of our Parisian boutiques.
The choice is made during your order at the "Delivery" stage by selecting the desired boutique:
Paix (17 rue de la Paix 75001 Paris) located just a stone's throw from the Place Vendôme.
St-Germain (184 boulevard Saint germain, 75 006 Paris)
Delivery to the boutique is assured the next day for all orders placed Monday through Friday before 3:00 pm subject to immediate availability of the product(s) ordered. You will be notified by email and/or SMS to inform you of the availability of your order in store. You will then have a period of 15 working days following delivery to collect your order from the store against signature. You will also be asked for a proof of identity as well as the invoice delivered by email following the confirmation of the order during the withdrawal..
Can I return or exchange an item in one of the Poiray boutiques?
Products purchased online cannot be returned or exchanged in our boutiques.
Only Poiray items purchased through our online store can be returned or exchanged.
You have a legal retraction period of 14 days from the receipt of your package to inform us of your intention. Thank you for making this request at firstname.lastname@example.org.
The product must not have been worn, used, modified, washed or damaged. It must be returned in its original packaging. Any return that does not conform or is unfit for resale (damaged, worn, used or soiled) will be rejected and the parts will be returned to you.
In accordance with the provisions of article L121-21-8 of the French Consumer Code, products corresponding to special orders (custom-made) cannot be exchanged or refunded. Poiray vous offre l’envoi de tout produit que vous souhaiteriez retourner. Rendez-vous simplement sur votre compte client pour imprimer votre étiquette de retour. Then arrange to drop off your product at the nearest Colissimo or FedEx relay point, depending on the delivery method you have chosen.
Once you have indicated your wish to exchange or return the product(s) ordered, please return the purchased items to us within 15 days from the date of withdrawal.
How soon will the refund be made?
Refunds will be processed within 14 working days from the date of receipt of your return, subject to the perfect condition of the returned item(s). Refunds will be made to the same of the payment method used at the time of order or to the same account used at the time of purchase.
Can I return a gift?
Gifts may be returned for an exchange or refund. Refunds will be made via the payment method originally used by the buyer. Please return purchased items within 14 days of delivery date.
Are all products available for sale online?
What to do if a product is out of stock?
You can contact our after-sales service by e-mail email@example.com or by phone at 01 42 97 99 16, from Monday to Thursday (excluding holidays), from 10:00 am to 6:00 pm (Paris time) and on Fridays (excluding holidays) from 10:00 am to 5:30 pm (Paris time). This will allow you to obtain more information about the availability of the product you wish to purchase.
How to determine my ring size?
To determine your ring size, we invite you to consult our Size Guide and to download our online ring gauge available on our website.If you have any questions regarding its use or information about our products, our customer service department will be happy to advise you by email at firstname.lastname@example.org or by phone at 01 42 97 99 16, Monday through Thursday (excluding holidays), from 10:00 am to 6:00 pm (Paris time) and on Friday (excluding holidays) from 10:00 am to 5:30 pm (Paris time).
How do I change my watchband?
Pioneering the interchangeable watch, Poiray makes it possible for every woman to change her strap in a jiffy thanks to its unique ratchet opening system.
Discover how to change your strap with our user's manual by clicking here.
How do I change the stone in my Ma Préférence ring?
The Ma Préférence collection, as playful as it is daring, is an invitation to play freely with all the colors of gold and all the nuances of precious or fine stones. Composed of three interchangeable parts that can be assembled to your liking in a click, this singular ring offers an infinite number of combinations, to be enriched over time.
Discover how to change your stone in one click.
Monday through Thursday from 10am to 6pm Friday from 10am to 5:30pm
+33 (0)1 42 97 99 16