Create a PAUL MARIUS customer account to save your favourite items in your wishlist, manage your delivery and billing addresses, track your orders, download your invoices or request a return.
Frequently asked questions
Find the answers to the most frequent questions we get from our customers about orders, payment, shipping and returns.
What is the use of a customer account?
How do I create a customer account?
To create a customer account on our website, click on "My Account" at the top right-hand corner, then on the "Create an Account" button. Fill the requested fields and finalise your request by clicking on "Create an Account".
You will automatically be redirected to your new account, and receive a confirmation e-mail.
If you chose to create your account via Facebook Connect or Google Connect, the confirmation e-mail will be sent to the address used to create your Facebook or Google account.
How do I log in to my account?
To log in to your account, click on "My Account" at the top right-hand corner of the page, or on the menu icon from your mobile phone. Enter your e-mail address and password, and sign in.
You can also chose to log in via Facebook Connect or Google Connect if you chose to create your account via Facebook Connect or Google Connect.
How can I change my password?
To change your password, log in to your account, then in the "Account Information" section click on "Change Password". Fill the requested fields and finalise your request by clicking on "Save".
You will then receive a confirmation e-mail.
I've forgotten my password, how can I access my account?
If you've forgotten your password, click on "My Account" to access the log-in page, enter your e-mail address and click on "Forgot your password?". You will then receive an e-mail to reset your password.
How do I manage my addressbook?
You have the possibility of adding multiple addresses to your address book. This will allow you to change addresses quicker when placing an order. To add new addresses, log in to your account and go to the "Address book" section.
How can I change the e-mail address I use to log in to my account?
To change your PAUL MARIUS customer account e-mail, log in to your account and go in the "Account Information" section. You will then have be able to edit your e-mail address.
How do I sign up to the newsletter?
Get the latest PAUL MARIUS news by signing up to our newsletter!
You can easily sign up to our newsletter via the newsletter form at the bottom of the home page. Or via your customer account, in the "Newsletter Subscription" section.
You will then receive a confirmation e-mail.
How do I unsubscribe from the newsletter?
You can easily unsubscribe from our newsletter by clicking on the "Unsubscribe" link at the bottom of any newsletter.
You can also manage your subscribtions from your account, in the "Newsletter Subscritptions" section.
You will then receive a confirmation e-mail.
How can I create and manage my wishlist?
Create your wishlist by clicking on the little heart at the top right-hand corner of each product.
You can then find your wishlist in your customer account, under the "My Wish List" section. Once you have an item or more in your wishlist you can share it via e-mail, add the items to your shopping cart or delete them.
What do you do with personnal information?
Personnal information you give us when you place an order are strictly used in order to properly process your order. Such information can and will not be shared with other parties or sold. In accordance with the French Data Protection and Freedom of Information Law of January 6th 1978, you are intitled to access and update your data. Concerning your bank details (credit and debit cards), these are only used by our secured paiement partner Ingenico. We do not store any bank details.
How do I delete my account?
If you wish to delete your PAUL MARIUS account, please contact us at relationclient @ paulmarius.fr. However, keep in mind that deleting your account will erase your order history.
How do I know my order has gone through?
When you place an order, you automatically receive a confirmation e-mail (check your spam box, just in case). In the e-mail you will find your order ID and an order overview.
You can also find your order in your customer account, in the "My Orders" section.
If you don't receive a confirmation e-mail, they may be a problem with you e-mail address. You can get in touch with us via our contact form or by e-mail at relationclient @ paulmarius.fr so we can have a look.
How can I change or cancel my order?
Unfortunately, you cannot change or cancel your order once it has been paid for. If you made a mistake when placing your order, once you've received it you can request a return via your customer account.
How can I track my parcel?
Once your order is shipped, you will receive a confirmation e-mail that includes a tracking number. You can also find this number in your account in the "My Orders" section.
You can track your parcel on the Colissimo website.
Can I change or cancel my order after receiving the confirmation e-mail?
Unfortunately no, it is not possible to change your order once it has been paied and confirmed. However, to cancel your order you can get in touch with us via the contact form or e-mail at relationclient @ paulmarius.fr. You order might be canceled if it hasn't been processed yet.
What shall I do if I haven't received my parcel?
Have you thought about asking your neighbours? They might have accepted your delivery while you where out! If it's not the case, get in touch with us via our contact form or via e-mail at serviceclient @ paulmarius.fr, and we will do our best to find it.
One or more items are missing in the parcel
All items of the same order are sent together in the same parcel. If you notice that some items are missing, please get in touch with our Customer Services team via the contact form or via e-mail at email@example.com.
I have received a non-compliant or faulty item
We invite you to request a return via your account. In "My orders" select the right order and click on "return". Select the item(s) you wish to send back and fill in the requested fields. Try and include as much details as possible, such as photos. Once your request has been approve by our team you will get instruction to send the item(s) back.
What are the different means of payment available?
You can pay with a credit or debit card, PayPal, Apple Pay, Google Pay or a PAUL MARIUS gift card.
Are payments secure?
Your bank details are not stored by PAUL MARIUS, and are strictly used by our payment partner ADYEN to process your payments.
My payment won't go through
Please check that:
- you have accepted the Terms & Conditions
- your credit or debit card has not expired or that you've reached your payment limit
If all conditions are met, but you still cannot go through with your payment, the paiement is being rejected by your bank. To complete your order we advise you use another card or chose another payment method.
If your payment still won't go through, you can in touch with our Customer Relations team at relationclient @ paulmarius.fr. Our team will be happy to help you.
How can I download my invoice?
You can find your invoices in your account. Under the "My orders" section, select the right order and click on "Invoices".
Where can I purchase a gift card?
PAUL MARIUS gift cards are available on our website, and in all official stores.
Where can I use my gift card?
PAUL MARIUS gift cards can be used on our website, and in all official stores.
How long is my gift card valid for?
Gift cards are valid for 1 year, from the date of purchase.
How do I use my gift card on the website?
To pay for your order with your gift card, simply enter the number on your gift card in the gift card section at check out.
Can I use my gift card more than once?
Of course, if the amount of your order is worth less than your gift card, you can reuse your gift card to spend the remaining amount on your next purchase.
My order is worth less than the gift card I want to use
Only the amount of your order will be debited from your gift card. The difference will remain on your gift card.
My order is worth more than the gift card I want to use
You can still use your gift card on order that are worth more than the amount of your gift card. Enter the gift card number at check out, then you can pay for the remaining amount with another mean of payment.
Can I use multiple gift cards to pay for 1 order ?
You cannot pay 1 order using multiple gift cards on our website. However, you can pay an order with multiple gifts cards in one of our official stores.
Shipping & Tracking
What are the shipping methods available?
We invite you to check our Payment & Shipping page to find all the information you need concerning our delivery options and rates per country.
The average shipping time is calculated from the date of expedition. From Monday to Friday, all orders placed before midnight (French time) ar sent the next working day.
My order status indicates that my parcel has been returned to the sender
The address you indicated for shipping must be incomplete, or the parcel has been refused at reception. Once we receipt your return parcel, we will refund you using the same method of payment you used to make the purchase, within 10 working days.
How long do I have to request a return?
You have 30 days, from the reception date to request a return and clame a refund.
All orders placed between November 1st 2023 and December 31st 2023 may be returned for a refund until January 31st 2024.
What are the return conditions?
To be able to return an item you must make sure that:
- you are within the 30 return days
- the item is intact, complete, bears its original labels, in its protective pouch and hasn't been used or damaged.
How do I request a return?
You can request a return via you account, under the "My Returns" section.
Follow the return guidelines you can find here.
I don't have a printer to print my return summary
You can write down the information on a blanc sheet of papier and place it in your parcel.
Are shipping costs at my expense?
Yes, return costs are at the buyer's expense.
When will I get my refund?
From the reception date of your parcel by our team, you will receive your refund within 10 working days. Once your refund has been processed you will receive a confirmation e-mail.
Can I return my items in store?
All orders made on the internet cannot be returned in store. You can only request a return via your customer account.
PAUL MARIUS Stores
Where can I find a PAUL MARIUS store?
You can find all our official store and stockists addresses through our store locator.
How can I find out if an is available in store?
You can get in touch with our stores by phone. All phone numbers can be found via our store locator.
Can I return my items bought on the website in store? What are the return conditions?
All orders made on the internet cannot be returned in store. You can only request a return via your customer account. You can find our return guidelines on our Returns page.
How do I take care of by PAUL MARIUS bags and accessories?
You can find all our care advice on our Leather Care page.
Warranty & After-Sales Service
How long is the PAUL MARIUS warranty valid?
All PAUL MARIUS leather goods come with a 2-year warranty. This warranty is provided by our Customer Relations Services team. Learn about this warranty and how to use it on our Warranty page.
Terms & Conditions
Where can I find the terms and conditions?
You can find the terms and conditions on our Terms & Conditions page.
Customer Relations Service
You can get in touch with our Customer Relations servie via our contact for, or via e-mail at relationpress @ paulmarius.fr.
You can get in touch with our PR service via e-mail at communication @ paulmarius.fr.
You still haven't found the answer to your question?
Get in touch with our Customer Services team via the online contact form, via e-mail at firstname.lastname@example.org or by phone at 0033 9 53 10 95 69 from 9am to 12:30pm and 1:30pm to 5:30pm Monday to Friday and from 9am to 12pm on Fridays.