Help

Contact Us | FAQ


FAQ

01. Is my personal information secure?

02. I forgot my user ID or my password

03. Do I have to register with Mugler.com to place an order?

04. How do I register for an account?

05. How can I unsubscribe from email newsletters?

06. How can I update my profile?

07. How do I place an order online?

08. What products are available on the site?

09. Why is my phone number required?

10. What should I do if I am having trouble placing an order?

11. Can I ship my order to an address other than my home address?

12. Can I ship my order outside the U.S?

13. How long will my order take to arrive?

14. How do I pay for my order?

15. Is my online payment secure?

16. What should I do if I can’t complete the checkout process? 

17. What can I do if my payment is declined?

18. When will a payment be deducted from my account?

19. When will my order be processed?

20. Where do I find my order number?

21. How can I check the status of my delivery?

22. How do I change or cancel an order?

23. I haven’t received my order.

24. The order I received doesn’t match the one I placed.

25. What is your refund policy?

26. How do I make a return or exchange?

27. How do I return a faulty product?

28. How are returns issued?

29. I returned a product or an order but I haven’t heard anything.

30. Where can I purchase Thierry Mugler products?

31. Is Thierry Mugler personally involved in the creation of his perfumes? 

32. What is the difference between an Eau de Toilette, an Eau de Cologne and an Eau de Parfum?

33. What quality controls are in place for Thierry Mugler products?

34. Are your products tested on animals? 

35. How do I know if my bottle is refillable? 

36. How can I refill my refillable bottle? 

37. I refilled my bottle at a Source, and the perfume now seems different. Is this normal? 

38. The spray system on my refillable star has broken. What should I do? 

39. Is there an accessory which allows my Angel star to stand up? 

40. Is it the same perfume in the A*Men Metal and Rubber sprays? 

41. My metal A*Men spray bottle is stained. What can I do? 

42. Why isn't the A*Men Rubber spray refillable? 

43. Why is A*Men called Angel*Men in some countries? Are they different perfumes? 

44. Is Mugler Cologne for men or women?

45. Why is there a pump and a 'splasher' in all the Mugler Cologne bottles?

46. Does Mugler Cologne stand up well on the skin? 

47. I want to tell you about my experience with a product. 

48. My question isn’t listed.

 

  FAQ ANSWERS

01. Is my personal information secure?
The information you supply is strictly confidential. It will only be used internally by Thierry Mugler for deliveries or customer service.  Your credit card details are SSL-encrypted and will never be stored online or accessed without your permission.

Back to top

02. I forgot my user ID or my password
You can request a new password from the Sign In section of the site by clicking on the forgotten password link, entering your email address and confirming your request. Your new password will then be emailed to you. 

Back to top

03. Do I have to register with Mugler.com to place an order?
You can always place an order without creating an account. However, registration allows you to track orders, review your order history, or make orders without having to re-enter your details. This will save time when placing future orders as well. 

Back to top

04. How do I register for an account?
Signing up is fast and easy. Simply click the register link in the Sign In/Register area, enter the information that is required and click OK. 

Back to top

05. How can I unsubscribe from email newsletters?
You may choose whether or not you would like to receive emails from us. You may change your preferences with respect to email at any time by clicking the "unsubscribe" link at the bottom of every email you receive from us or by updating your personal data in the My Account section. 

Back to top

06. How can I update my profile?
You can change your personal data within the My Account area in your account settings.

Back to top

07. How do I place an order online?
To place an order, click the "add to cart" link next to a product and then click on the "proceed to checkout" link to begin the order process. The site will guide you through the necessary steps. If you need assistance with your order please contact our online call center at 877-843-7968 from 9:30 am-6:30 pm EST Monday - Friday (except holidays).

Back to top

08. What products are available on the site?
You will find the newest Thierry Mugler products on Mugler.com. On occasion, items temporarily go out of stock, but we do our best to keep every product available. You may also find Thierry Mugler products at department stores.

Back to top

09. Why is my phone number required?
A contact phone number is required by most shipping carriers in the event of issues relating to your order. We will only use this information to respond to your requests and/or contact you, if necessary, about your order.

Back to top

10. What should I do if I am having trouble placing an order?

For any technical difficulties you are experiencing with our website, please contact our online call center at 877-843-7968 from 9am-6pm EST Monday - Friday (except holidays).

Back to top

11. Can I ship my order to an address other than my home address?

 When placing an order you may enter separate billing and delivery addresses. 

The order will be delivered to the address indicated. Packages are delivered without pricing information; you will receive a receipt with details of your order by e-mail. 

The My Account area also offers an address book that enables you to save a different delivery address and billing address.

 

12. Can I ship my order outside the U.S?

Sorry, at this time Mugler.com only delivers to the 50 U.S. states. Sorry, we currently cannot deliver to territories, military addresses or international destinations. For Hawai and Alaska please select Express delivery.

Back to top

13. How long will my order take to arrive?

Thierry Mugler ships all packages with UPS and UPS Basic for PO Boxes. We have 2 options: 

Standard (5-8 business days) $0 (Value: $6)

Express (2 days) $15

Rushed (1 day) $20

Free standard shipping on any order all year long!

Back to top

 

14. How do I pay for my order?
We currently accept payment via Visa, Mastercard and American Express. Credit/charge and debit are welcome.

Back to top

15. Is my online payment secure?

When you place an order at Mugler.com, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. Your bank details are SSL encrypted and will never be kept or stored on the website without your consent.

 

16. What should I do if I can’t complete the checkout process?

If you have correctly entered all your information and are unable to complete the checkout process, we may need further information. Please call us at 866-843-7968 from 9:30 am-6:30 pm EST Monday - Friday (except holidays) to verify your information so that we can prepare your order. Alternatively, you may also contact us via email at customerservice@muglerstoreusa.com

 

 17. What can I do if my payment is declined?
If payment is declined, please contact your bank or credit card company. Authorization is between our banking provider and your financial institution. If you encounter any difficulties or have any questions please contact us at 877-843-7968 from 9:30 am-6:30 pm EST Monday - Friday (except holidays) to verify your information so that we can prepare your order. Alternatively, you may also contact us via email at customerservice@muglerstoreusa.com.

Back to top

18. When will a payment be deducted from my account?
Your credit card will be charged only when your order is shipped. You may see a temporary authorization on your account; this is replaced by the actual charge upon shipment.

Back to top

19. When will my order be processed?

Once you click the "Submit order” button your order is submitted for processing. We try and fulfill orders within 1-2 business days.

Back to top

20. Where do I find my order number?
Your order number is in the confirmation email, in the My Account area in the section Order History and in the printed documents accompanying your shipment.

Back to top

 

21. How can I check the status of my delivery?
Once you have confirmed your order on the site, you will receive two emails. The first confirms that your order has been received; this is also your receipt. The second email is sent as soon as your order has been picked up by the shipping carrier, accompanied by detailed shipping information and the tracking number for your order. You can track your order by clicking on the link “Track order”. If you are registered you can also track the status of your order from your own personal area.

Back to top

22. How do I change or cancel an order?
Orders are prepared almost immediately once they are submitted. Please note as we generally dispatch orders within 1- 2 days, it may not be possible to cancel prior to dispatch. In this instance, you would have to return your order once received in accordance with our Returns Policy.

Back to top

23. I haven’t received my order?

Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact us at 877-843-7968 from 9:30 am-6:30 pm EST Monday - Friday (except holidays) to verify your information so that we can prepare your order. Alternatively, you may also contact us via email at customerservice@muglerstoreusa.com.

Back to top

24. The order I received doesn’t match the one I placed.
We are happy to rectify any errors. Please contact us at 877-843-7968 from 9:30 am-6:30 pm EST Monday - Friday (except holidays) to verify your information so that we can prepare your order. Alternatively, you may also contact us via email at customerservice@muglerstoreusa.com.

Back to top

25. What is your refund policy?
Thierry Mugler welcomes returns within 30 days of the original ship date. Please fill out the return form and follow the instructions under "How do I make a return or exchange?" below.

Back to top

26. How do I make a return or exchange?

 We welcome the return of products purchased on Mugler.com within 30 days of the original ship date. 

To make a return, please complete the return form, affix the return label and sent the box back to use with a carrier of your choice

 

27. How do I return a faulty product?

If an item arrives damaged or does not work properly, please contact us at 877-843-7968 from 9:30 am-6:30 pm EST Monday - Friday (except holidays) to verify your information so that we can prepare your order. Alternatively, you may also contact us via email at anytime customerservice@muglerstoreusa.com.

Back to top

28. How are refunds issued?

A refund will be issued to the credit or debit card used to place the initial order. You will be refunded the cost of the returned product(s) and shipping costs when the return is received and processed. Please refer to our Return policy for additional information. 

 

29. I returned a product or an order but I haven’t heard anything.

Returns take 1 to 2 weeks to process in full. Please be patient. If you have pressing concerns or are past the expected time period please contact us at 877-843-7968 from 9:30 am-6:30 pm EST Monday - Friday (except holidays) to verify your information so that we can prepare your order. Alternatively, you may also contact us via email at anytime customerservice@muglerstoreusa.com.

Back to top

30. Where can I purchase Thierry Mugler products?
Almost all Thierry Mugler products are available for purchase on Mugler.com. On occasion, items temporarily go out of stock, but we do our best to keep every product available. You can also shop at one of our authorized retailers online and offline .

Back to top

31. Is Thierry Mugler personally involved in the creation of his perfumes? 
All Thierry Mugler perfumes, ancillaries and accessories are initially inspired by the creator himself. He provides the creative impulse, then follows up on each project, giving each creation his easily recognizable style and absolute desire for perfection.

Back to top

32. What is the difference between an Eau de Toilette, an Eau de Cologne and an Eau de Parfum?

A fragrance consists of a concentrate of perfume, with alcohol and water. These different terms correspond to the quantity of perfume in the concentrate. The percentages of the concentrations are as follows: 16% to 25% for "Parfum"; 11 to 15% for an "Eau de Parfum"; 6% to 10% for an "Eau de Toilette"; and 3% to 4% for an "Eau de Cologne." 

Back to top

33. What quality controls are in place for Thierry Mugler products? 
The manufacturing of our perfumes is controlled by the quality criteria of the Haute Parfumerie Française. These are extremely strict controls of the raw materials, the fragrance itself, and the packaging.

Back to top

34. Are your products tested on animals? 
Our laboratories conduct no tests on animals. Our products are tested, under dermatological supervision, only on human volunteers.

Back to top

35. How do I know if my bottle is refillable? 

The words "Refillable" appear on your bottle if it is refillable.

 

36. How can I refill my refillable bottle? 
There are three ways to refill your bottle. At The Source, which can be found in stores that sell our products. The Source bottles, which are very simple and convenient to use, allow you to refill your bottle yourself at home. Finally there are Angel, Alien and Womanity eco-refills, which will only be available from the Thierry Mugler Online Boutique.

Back to top

37. I refilled my bottle at a Source, and the perfume now seems different. Is this normal? 

The Source and the bottles contain exactly the same fragrances. They are filled from the same production units and undergo the same olfactory quality control. However, if your perception of the perfume has changed slightly, this may be due to several factors, such as the method of application (the olfactory effect of perfume is different depending on whether it is sprayed or applied onto the skin), the ambient temperature, or even becoming accustomed to it.

 

38. The spray system on my refillable star has broken. What should I do?

If after a certain number of refills, the spray system of your bottle becomes damaged, contact Thierry Mugler Consumer Relations at 866-868-4537 or by email at circle@usa.mugler.net.

Back to top

39. Is there an accessory which allows my Angel star to stand up? 
The Angel product line includes an accessory designed to make the 25 ml and 50 ml. flat stars stand upright. This accessory, the Pédestal, is available from the Online Boutique. It is a metallic base of striking lines, echoing the branches of the Angel star.

Back to top

40. Is it the same perfume in the A*Men Metal and Rubber sprays? 
It is indeed the same fragrance. By giving A*Men a new Rubber "armor", Thierry Mugler simply wanted to provide a new sensual pleasure from the contact with this material.

Back to top

41. My metal A*Men spray bottle is stained. What can I do? 

Because the Metal A*Men spray is covered with zamac, it can become tarnished. We advise you to polish it with a household product designed for use on metals. But if the stains remain, you can send it back to Consumer Relations, where our team will make it as good as new.

Back to top

42. Why isn't the A*Men Rubber spray refillable?

Rubber is an unusual material, which Thierry Mugler chose for its originality and its pleasure to the touch. However, this material is not suited to being refilled, because glass does not slide over gum. If the technology of modeling this material one day makes this possible, the A*Men Rubber spray will of course become refillable.

 

43. Why is A*Men called Angel*Men in some countries? Are they different perfumes? 

In Canada, and some other countries, A*Men is indeed called Angel*Men, even though the fragrance is exactly the same. It is purely for legal reasons that the use of the name A*Men is not possible in these countries.

Back to top

44. Is Mugler Cologne for men or women?  
Mugler Cologne is a universal fragrance that can be used by both men and women. It is inspired from the original colognes dating to the 14th century, which were known for their miraculous virtues.

Back to top

45. Why is there a pump and a 'splasher' in all the Mugler Cologne bottles?
Two different applications are offered for using Mugler Cologne. The splash version is an invitation to generous use, by rubbing it across the entire body. It awakens both senses and sensuality, and offers the ultimate sensation of freshness. The spray version is more classical and is an invitation to spray Mugler Cologne over the entire body, for a lasting sensation of freshness and well-being.

Back to top

46. Does Mugler Cologne stand up well on the skin? 

The raw materials used in the composition of Mugler Cologne play an essential role in the olfactory durability of this creation. Its concentration (10 degrees as opposed to the traditional 5 degrees in a classic Eau de Cologne) also adds to its exceptional presence. The result is a persistent accord, a harmonious balance between freshness and energy, as well as a sensation of cleanliness and sensuality.

Back to top

47. I want to tell you about my experience with a product.
You can send us your comments by contacting Thierry Mugler Consumer Relations via email at circle@usa.circle.net.

Back to top

48. My question isn’t listed.

If you still can’t find the answer to your question, you can email us for assistance at customerservice@muglerstoreusa.com. All messages are read by live operators.

Back to top

 

To access this content, connect to the Circle!

Vous venez d'acheter un produit Thierry Mugler Parfums ?
Relevez le code unique présent à l’intérieur de l'étui de chaque produit Thierry Mugler Parfums*. Ce code se compose de 11 caractères. Veillez à ne pas confondre le cinq et le S, ou le zéro et le D.


Vous êtes membre du Cercle, mais vous n'avez pas encore créé votre espace en ligne ?
Un code personnel est indiqué sur chaque courrier que nous vous adressons. Celui-ci remplace le code unique lors de votre inscription. Pour l'utiliser c'est très simple : il vous suffit d'entrer votre code personnel dans le champ de saisie du code unique, sur la page d'accueil du Cercle. Si vous avez des questions, n'hésitez pas à contacter votre Service Relations Clientèle par e-mail à l'adresse suivante relations.cercle.mugler.net ou par téléphone au 01 55 62 25 38.


Le produit que vous venez d’acheter ne possède pas de code unique ? Vous avez fait ressourcer votre flacon à la Source ?
Conservez bien votre ticket de caisse et renvoyez-nous l’original par courrier, accompagné du formulaire à télécharger ci-dessous, à renseigner et à imprimer. Vous recevrez alors un courrier du Cercle avec votre code personnel, qui vous permettra de créer votre espace en ligne (cf paragraphe précédent). télécharger le formulaire Cercle


N.B : une fois votre espace créé, une section dédiée à la Source vous permettra d'enregistrer vos ressourçages de manière simplifiée.


Vous allez passer votre 1ere commande sur la boutique en ligne ?
Validez votre inscription au Cercle lors de votre commande.


Vous avez besoin d’un renseignement ?
Contactez votre Service Relations Clientèle : par e-mail à l'adresse suivante : relations.cercle@mugler.net par téléphone au 01 55 62 25 38


*Hors maquillage, Collection Miroir Miroir, accessoires, bijoux et maroquinerie

découvrir les avantages du cercle