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FAQ

01. Is my personal information secure?

02. I have forgotten my password

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

04. How do I register My 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. How can I change my delivery address?

12. Can I have my order delivered to an address other than my home address?

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 cannot 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. Where do I find my order number?

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

21. How do I change or cancel an order?

22. I haven’t received my order within the excepted time.

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

24. What is your refund policy?

25. How do I process a return or exchange?

26. How are returns issued?

27. Where can I purchase Thierry Mugler products?

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

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

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

31. Are your products tested on animals? 

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

33. How can I refill my refillable bottle? 

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

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

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

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

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

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

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

41. Is Mugler Cologne for men or women?

42. I am worried that Mugler Cologone will not last on my skin ?

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

44. 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.

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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. 

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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. 

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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.

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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.

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

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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.

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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..

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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.

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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 Customer Service Team on 01279 774240 from 9.30am-2.30pm Monday - Friday (excluding bank holidays) or at customer.relations@muglerstore.co.uk.

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11. How can I change my delivery address?

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.

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13. How long will my order take to arrive?

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

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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. 

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15Is my Online payment secure?

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™).

 

16. What should I do if I cannot complete the checkout process?

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 customer.relations@muglerstore.co.uk.

 

 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.

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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.

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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.

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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.

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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.

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22. I haven’t received my order within the expected time.

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 customer.relations@muglerstore.co.uk

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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 customer.relations@muglerstore.co.uk.

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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.

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25. How do I process a return or exchange?

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

RIVERWAY

HARLOW

ESSEX

CM20 2EY

Please contact our Thierry Mugler Customer Service Team if you require any assistance.

Please refer to our Returns Policy for further details.

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26. How are refunds issued?

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.

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27. 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 authorised retailers both Online and offline.

 

28. Is Thierry Mugler personnaly involved in the creation of his perfumes?

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.

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29. 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, 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.'

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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.

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31. Are your products tested on animals? 
As a company, we utilize the latest advances in non-animal safety testing to deliver products of the highest quality to consumers. Some countries unfortunately still require animal testing in order to validate the safety of cosmetic ingredients or products. As a Global company, we are committed to providing our products and services to our consumers where they live and to do so, we must comply with all legal requirements where we do business. Clarins continue to maintain its commitment to end animal testing around the world and to do this, we will continue to invest in scientific research to promote the full acceptance of non-animal testing methods by working closely with Global authorities in this area.”

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

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.

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

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.

 

35. 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, please contact our Customer Service Team for help.

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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..

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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.

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

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.

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39. 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 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.

 

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

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.

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41. 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.

 

 

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.

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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 customer.relations@muglerstore.co.uk.

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44. My question isn’t listed.

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 customer.relations@muglerstore.co.uk. 

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To access this content connect to the Circle!

Have you recently purchased a Thierry Mugler Parfums product?
Find the unique code located inside each Thierry Mugler Parfums product box. This code consists of 11 characters. Make sure you do not mistake a 5 (five) for an S, or a 0 (zero) for a D.

Are you a Circle member but have not yet created your online space?

A personal code is included with each mailing that we send you. This code replaces the unique code you used when you registered. It is very simple to use: just enter your personal code into the unique code field found on the Circle homepage. Should you have any questions, please feel free to contact our Customer Service Department by email at customer.relations@mugler.co.uk, or by phone at 01279 774 240 from Monday – Friday from 9.30am – 5.30pm.

Did you refill your bottle at The Source? Did the product you purchased not come with a unique code?

Keep your original receipt and send it to us by mail at the below mailing address, accompanied by a filled-out Circle card, which you may download and print by following the link below. You will receive a message from the Circle containing your personal code, which will allow you to create your online space.

Parfums Thierry Mugler
10 Cavendish Place
London W1G 9DN

Download the Circle card

Note: Once your space has been created a special Source section will allow you to register your refills with ease.

Are you about to place your first order through our online boutique?

Register for the Circle when placing your order.

Need more information?

Contact our Customer Service Department by email at customer.relations@mugler.co.uk, or by phone at 01279 774 240 from Monday – Friday from 9.30am – 5.30pm.

*Excludes make-up, the Mirror Mirror Collection, accessories, jewelry, and leather goods.

Discover the advantages of the Circle

Since Angel was first created and launched in 1992, The Circle has fostered privileged relationships with the brand's loyal customers. It has helped write the first chapter in a story that is constantly being reinvented while remaining dedicated to its core values:

  • Closeness and sharing

    Your opinion is valuable to us. This is why we have designed The Circle to be a unique space where we can listen to your comments about our perfumes, advertising campaigns…, so we can always help you go above and beyond your expectations!

  • Generosity

    Your loyalty is rewarded with:

    • - Trial Sizes of our perfumes
    • - Celestial Treat of £25 towards your next £100 order on mugler.com, earned by shopping at our online boutique.
  • Exclusivity

    You are an essential part of our story! Discover our fragrances before anybody else and access exclusive events.
    You'll always be the first to know...

The Circle, designed and created just for you…

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