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Account

1. How do I create my Gübelin account?

Please click on the Log In on the top right corner. Now chose "create a new account" and provide your contact information and set your personal password. After finishing these steps, we will send you a confirmation email and you will be redirected to your account overview. Please click on the Log In on the top right corner. Now chose "create a new account" and provide your contact information and set your personal password. After finishing these steps, we will send you a confirmation email and you will be redirected to your account overview. Now your account is activated and you can check you orders, print receipts and start creating your personal wish lists.

2. How can I change personal information in my account?

To change your personal information, please log into your account. Please click on Account Information and then Edit Information or Edit Address to alter your password, contact details as well as your shipment preferences. Click Save to update your personal information.

3. What should I do when I forgot my password?

If you forgot your password, you`ll find the option forgot your password? when clicking the Log In Button. Click this option and enter the email address your account is registered under. An email will be sent to your address with the option to define a new password.

4. What is happening to my personal information?

The protection of your personal information is very important to us. All data and payment information entered is safely secured by SSL encryption. For further details regarding data use, please refer to our Privacy Policy.

5. How can I delete my Gübelin account?

Your Gübelin account can be deleted once you are logged in.  Under My Account you will find the option Delete Account. Please be aware that all your personal information and purchasing history will be deleted with the account.

Order

1. How can I place an order?

If you want to place an order at the Gübelin E-Boutique, you can proceed as follows:

1. Select the product of your choice

2. In the product detail overview click on the right side on "Add to cart"

3. The product has now been added to the cart

4. Now click on “Bag” at the top right of our website

5. You will now see your chosen product in the shopping cart with the most important information such as product name, price, and the number of products. On the right side you will see a price overview of how much the order will end up costing you.

6. Click on the "Go to Checkout" button to continue.

7. Now select the desired delivery address and shipping method.

8. Click on "Go to Checkout" to get to the next step.

9. Now select your desired payment method (Visa or Mastercard).

11. Now you must confirm next that you have read the terms and conditions and that you agree with the Terms and Conditions and accept them by ticking the appropriate box. You can not place an order without your consent.

12. Click on "Go to Checkout" to get to the credit card data entry screen. Please enter the full details of your credit card there.

13. Click on "Purchase" to finish your order.

14. Now a confirmation will appear on your screen, so that means we have received your order.

15. You will also receive a confirmation by e-mail that we have received your order.

2. Do I need a user account to place an order?

You can shop as a guest in the Gübelin E-Boutique without registering for an account. However, registering for a Gübelin account offers you some advantages, such as:

- Simplified ordering process
- Overview of your orders
- Management of your delivery and billing address

To sign in to your account, please click on "Login" at the top right of our website. Then enter your user name (your e-mail address) and your password.

If you do not have a Gübelin account and you would like to sign up, your account will be opened in a few easy steps:

1. First, click "Login" in the top right corner of our website

2. Then you will see a login mask with the caption "New customers" on the right side

3. Click on the button "Create an Account"

4. Next, enter your personal information in all mandatory fields with the *

5. Now you have to agree to the privacy policy by checking the box provided. Without your consent you can not open an account.

6. Now click on the button "Create an Account" below

7. Next you will receive a confirmation e-mail to your specified given e-mail address.

3. Can I cancel or change my order, once it has been placed?

You have the right to change or cancel a contract concluded with the order within 14 days, by giving reasons, provided the order does not contain any personalized items or custom-made items.

The cancellation period is 14 days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the last goods.

Subsequent changes or cancellations of customer orders are accepted by Gübelin until delivery of the order confirmation.

After delivery / order confirmation of the actual delivery option and the price, the customer is comitted to accept the products and services.

In order to assert your cancellation or change of order, you must inform us, Gübelin AG, Maihofstrasse 102, 6006 Lucerne, Switzerland, eboutiquegubelin.com, phone 0840 500 500, in terms of a clear statement (by post or e-mail ) about your decision to cancel the contract.

Payment

1. Which payment methods are possible while ordering?

You can pay for your order using the following methods of payment:

- Visa
- Master Card

Please note that the order amount will be refunded in the case of a possible return using the same method of payment.

2. When does Gübelin charge my credit card?

With an order and a related payment, the credit card will be charged directly. If the order is canceled, the corresponding amount will be refunded to the same credit card.

Returns & Exchanges

1. How can I return items?

All products ordered on gubelin.com can be returned to Gübelin within 14 calendar days of receipt of the goods, provided that they have not been damaged and the seal has not been removed. Excluded from the return are personalized products and custom-made products.

How to arrange a return:

1. If you have ordered as a guest at Gübelin, please click on this link.

1.1 Enter all relevant information in the now visible form. It is very important that you provide a reason for the return and at any additions leave a message in the comments field.

1.2 By submitting, you inform us about your return. You will subsequently receive a confirmation e-mail, that we have received your request for return.

2. If you have ordered with a Gübelin account, you can conveniently organize your return in your online account.

2.1 Log in on to the top right of our website under the point "Login".

2.2 Under the item "My Orders" you can now see all of your orders. Here you select the appropriate order.

2.3 On the right side, click now on "Return".

2.4 Enter all relevant information in the now visible form. It is very important that you provide a reason for the return and at any additions leave a message in the additional comments field.

2.5 By submitting, you inform us about your return. You will subsequently receive a confirmation e-mail, that we have received your request for return.

3. Next, place the product to be returned, in its original packaging and undamaged, in the shipping package. By means of another glue strip on the package, you can easily close it again.

4. Please use FedEx returns label attached to the shipment for your return. First, take the existing papers from the document bag, which sticks to the package. Now fold the returns label and put it in the FedEx document bag, so that the address can be read through the window.

5. If you have questions about your right to return, please read the Terms & Conditions or contact our customer service:

E-mail: eboutiquegubelin.com
Telephone: 0840 500 500

2. Can I exchange products?

You can exchange items for another size, depending on stock availability, within 14 days free of charge. How to exchange an item is described in the detailed shipping documents.

Unfortunately, only the exchange in another size is possible. If you want to exchange your product for another model, it is recommended to return the goods to us and to enter a new order.

Please note that only standard items can be exchanged. All personalized and custom made items are excluded from exchange.

3. How and when will I be refunded, once I returned my order?

Once we have received your return, we will send you a confirmation by e-mail. The return will be checked afterwards. If the returned products are in perfect condition and the security seals and protective films are undamaged, the order amount will be refunded to you using the method of payment you used while placing the order. The refund should then be back on your account within 2-3 days.