Contact Us | FAQ
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.
02. I have forgotten my password
You can request a new password from the Sign In section of the site by clicking on the "Forgot your password link", entering your registered email address and confirming your request. Your new password will then be e-mailed to you.
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 and place orders without having to re-enter your details. This will save time when placing future orders.
04. How do I register My Account?
Signing up is fast and easy. Simply click the register link in the "Sign In/Register" area at the top of each page and enter the required information. Alternatively, you will have a chance to register during the checkout process.
05. How can I unsubscribe from email newsletters?
You may choose whether or not you would like to receive e-mails from us. You can either click the ‘Unsubscribe’ link at the bottom of every e-mail you receive from us or contact our Customer Service Team and request that your e-mail address be removed from our database.
06. How can I update my profile?
You can change your personal data within the My Account area in your account settings.
07. How do I place an order Online?
To place an order, click the ‘Add to bag’ link next to any product. You can then choose to either ‘Proceed to checkout’ or ‘Continue shopping.’ Once you have finished shopping, click on your Shopping Bag at the top right of the page to view all the items in your Bag and begin the checkout process. The site will guide you through the necessary steps to place your order. If you need any help when placing your order, please contact our Customer Service Team.
08. What products are available on the site?
All Thierry Mugler retail products can be purchased at Mugler.com. You may notice slight differences in gift sets and promotions that are exclusive to Mugler.com or to retail stores.On occasion, items temporarily go out of stock, but we do our best to keep every product available..
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.
For any technical difficulties you are experiencing with our website, please contact our Customer Service Team on 01279 774240 from 9.30am-2.30pm Monday - Friday (excluding bank holidays) or at firstname.lastname@example.org.
Your billing address will automatically be entered as your delivery address. You can change this address during the checkout process. If you have an account you can also create, change and save multiple addresses in your address book. If your order has already been placed unfortunately you will not be able to change your delivery address.
12. Can I have my order delivered 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 different delivery addresses.
Thierry Mugler ships all packages with DHL. We have two delivery options:
Standard (Up to 7 business day) £3.95
Express (Up to 3 business days) £10
14. How do I pay for my order?
We currently accept payment via Visa, Mastercard, American Express and Maestro. Please be aware that we use 3-D Secure for payments.
Yes. Your bank details are SSL encrypted and will never be kept or stored on the website. You will be asked to register for the 3-D Secure service by your card provider. The registration will involve supplying some personal information and a secure password (or SecureCode™). During a 3-D secure enabled payment you will be redirected to your card providers’ website and will be asked to authenticate the transaction with your password (or SecureCode™).
If you have correctly entered all your information but are unable to complete the checkout process, we may need further information to process your order. Please contact our Customer Service Team on 01279 774240from 9.30am-2.30pm Monday – Friday, (excluding bank holidays) to verify your information. Alternatively, you may also contact us via e-mail at email@example.com.
17. What can I do if my payment is declined?
If payment is declined, please contact your bank or credit card company. Authorisation is between our banking provider and your bank or credit card company. If you encounter any difficultiesor have any questions please contact our Customer Service Team.
18. When will a payment be deducted from my account?
You will only be charged once your order has been shipped. You may see a temporary authorisation on your account; this is replaced by the actual charge upon shipment.
19. Where do I find my order number?
Your order number can be found in your order confirmation e-mail, in the printed documents accompanying your order and in the My Account area on the website, within the Order History section.
20. How can I check the status of my delivery?
Once you have confirmed your order on the site, you will receive two e-mails. The first confirms that your order has been received; this is also your receipt. The second e-mail 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 "Track order". If you are a registered customer, you can also track the status of your order from the My Account section of the site.
21. How do I change or cancel an order?
If you need to amend an order, please contact our Customer Service Team. As we normally 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.
Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact our Customer Service Team on 01279 774240 from 9.30am-2.30pm Monday - Friday (excluding bank holidays) or at firstname.lastname@example.org.
23. The order I received doesn’t match the one I placed.
We are happy to rectify any errors. Please contact our Customer Service Team on 01279 774240 from 9.30am-2.30pm Monday - Friday (excluding bank holidays) so that we can correct your order. Alternatively, you may also contact us via e-mail at email@example.com.
24. What is your refund policy?
We welcome the return of products purchased on Mugler.com within 30 days of receipt. Please fill out the Return Form and follow the instructions under 'How do I process a return or exchange?' below.
Thierry Mugler accepts returns on orders within 30 days of receipt.
For a return, please complete the Return Form and send it back to us with your products to:
Thierry Mugler (Returns Department)
WESTEX LTD (E COMMERCE)
UNIT 1, TEMPLE HOUSE
Please refer to our Returns Policy for further details.
Refunds will automatically be issued to the original method of payment.You will be refunded the cost of the returned product(s) as soon as the return is received and processed. Please refer to our Return policy for further information.
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 authorised retailers both Online and offline.
All Thierry Mugler perfumes and accessories are initially inspired by the creator himself. He provides the creative impulse and follows every project, giving each creation his easily recognisable style and absolute desire for perfection.
A fragrance consists of a concentrate of perfume, alcohol and water. The 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.'
30. 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.
31. Are your products tested on animals?
Our laboratories do not conduct any tests on animals. Our products are tested, under dermatological supervision, on human volunteers only.
If it is refillable, the word 'Refillable' or 'Ressourçable' will appear on your bottle and its packaging.
33. How can I refill my refillable bottle?
There are three ways to refill your bottle. At the Source, which can be found at most Thierry Mugler stockists. This service is currently only available on Angel and Alien. Or, with the Refill bottles. Simple and convenient to use, they allow you to refill your bottle yourself at home. Finally, with the Angel, Alien and Womanity eco-refills, which are exclusive to the Thierry Mugler Online Boutique.
The Source and the Angel bottles contain exactly the same fragrance. They are filled from the same production units and undergo the same levels of 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 directly onto the skin), the ambient temperature, or even becoming accustomed to it.
If after a certain number of refills, the spray system of your bottle becomes damaged, please contact our Customer Service Team for help.
36. Is there an accessory which allows my Angel star to stand up?
The Angel collection includes an accessory designed to display the 25ml or 50ml flat stars upright. This accessory, the Angel pedestal, is exclusive to the Thierry Mugler Online Boutique..
37. Is it the same perfume in the A*Men Metal and Rubber sprays?
It is indeed the same fragrance. Thierry Mugler simply wanted to provide different experiences from the contact with the metal or rubber.
Because the A*Men Metal spray is covered with zamac, it can become tarnished with time. We advise you to polish it with a household product designed for use on metals. But if the stains remain, you can contact our Customer Service Team for help.
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 as glass does not slide over rubber. Should the technology of molding this material change in the future, the A*Men Rubber spray will of course become refillable.
In some countries, A*Men is indeed called Angel*Men. However, the fragrances are exactly the same. It is purely for legal reasons that the use of the name A*Men is not possible in those countries.
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.
42. I am worried that Mugler Cologne will not last long on my 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% as opposed to the traditional 5% 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.
43. I would like to give my feedback on a product.
You can send us your comments by contacting our Customer Service Team via e-mail at firstname.lastname@example.org.
If you haven't found the answer to your question, you can contact our Customer Service Team for further assistance by phone on 01279 774240 from 9.30am-2.30pm Monday - Friday (excluding bank holidays) or via e-mail at email@example.com.