FAQs

Frequently Asked Questions (FAQ)

SUPPORT

How can I contact customer service?
You can reach us anytime through the following channels:
📧 Email: info@paulbalm.ch
📱 WhatsApp/SMS: +41 78 209 12 74
📩 Instagram DM: @paulbalmworld

COMPANY & SHIPPING

Are you a dropshipping company?
No, we are not a dropshipping company. Paul Balm is a real Swiss brand with headquarters in Switzerland.

  • Orders to the EU are shipped from either Germany or Switzerland with a trackable shipping provider such as DHL or FedEx.

⚠️ Important: Returns are not free of charge and must be sent back at your own expense with a trackable shipping provider (see Returns & Refunds).

ORDERS

Can I cancel my order?
Yes, you can cancel your order within 24 hours after placing it. After that, it has already been processed and can no longer be canceled. However, you can return the items and request a refund (see our Return and Refund Policy).

If you want to cancel your order, please send us an email at info@paulbalm.ch.

CART & PRICING

Are all prices in the cart final prices?
Yes, the price displayed in the cart is the final price. There are no additional costs.

SHIPPING

Which shipping carriers do you use?

  • To the EU, we ship from either Germany or Switzerland with a trackable shipping provider such as DHL or FedEx. Shipping is free.

ORDER PROCESSING

How long does it take to process my order?
Depending on availability, it may take up to 14 days for your order to be shipped.
Since we produce only small quantities, an item may occasionally sell out. In this case, we will contact you immediately to discuss the options – either a refund or a possible reproduction if available.

⚠️ Exception: Custom-made products or items adorned with 18-karat gold and/or diamonds may require a longer processing time.

If you would like to know the processing time for your order, please email us at info@paulbalm.ch.

DELIVERY

How can I track my order?
As soon as your order leaves our warehouse, you will receive an email with the tracking information.

Will all my items be shipped together?
Yes, we ship all items in your order in a single package.

RETURNS & REFUNDS

Can I return an item?
Yes, you can request a return within 14 days of receiving your order.

Which products are excluded from returns?

  • Custom-made products
  • Products adorned with 18-karat gold and/or diamonds

What are the return conditions?

  • The item must be unworn.
  • The item must be in the same condition as received, with all tags and original packaging.
  • Otherwise, your return cannot be accepted, and no refund will be issued.

How to request a return:

  1. Log in to your account.
  2. Enter your email address and click "Next."
  3. Open the email from Paul Balm and copy the six-digit verification code.
  4. Enter the code in the online store.
  5. Select the order and the items you want to return.
  6. Choose a return reason, add a note, and click "Request Return".

Once your return is approved, you will receive an email with further instructions.

📦 How to return your package:

  • Returns from EU countries (excluding Germany): You must return the package at your own expense with a trackable shipping provider such as DHL or FedEx.

⚠️ Important: Returns are not free, and we do not cover shipping costs.

DEFECTIVE PRODUCT

What should I do if I receive a defective product?
If your item has a manufacturing defect, please contact us within 7 days of receiving it.

  • We may ask you for a photo or video to document the defect.

If your claim is valid, we will send you a prepaid return label and replace the item free of charge. We will cover all shipping costs.