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Customer Service

How to order from our website

All items accompanied by a “Add to basket” button can be purchased online, subject to availability.

Once you have made your selection, click “Add to basket” to place the item in your basket. Please select the size and colour required where necessary. Then follow all the steps in the purchasing procedure.

When you want to finalise your order, click “Order and pay”.

Your order is validated once you receive an email order confirmation.

If you require any assistance, please contact our customer service team by telephone on +33 (0)1 42 97 99 16 from Monday to Friday from 10am to 6pm, or by email: customerservice@poiray.com.


Can I change or cancel my order?

In the event of an error regarding the items in your order (wrong address, different size etc.), you can change or cancel the order before we process and ship it. To do so, please contact our customer service team by telephone on +33 (0)1 42 97 99 16‬ from Monday to Friday from 10am to 6pm, or by email: customerservice@poiray.com.


How can I get help with my order?

Our customer service team are happy to assist you with every step of your order. Please contact our advisors by telephone on +33 (0)1 42 97 99 16‬ from Monday to Friday from 10am to 6pm, or by email: customerservice@poiray.com.


How is my order prepared?

Following receipt of your order confirmation email and subject to the immediate availability of the products ordered, preparation will begin within 24 hours. So as to offer you a unique experience, we are particularly careful when preparing your order.



Every order is prepared at our Paris workshop, individually packaged in its case and tied with a silk ribbon. The case is then placed inside a box to protect it and make it anonymous during shipping.

You can add a personal message when validating your order in the “Gift option” box, which also allows you to choose whether you would like to enclose a receipt.

Authenticity and guarantee certificates shall be, if appropriate, included with your order.


I wish to give a gift, will my order be in gift packaging?

All the items ordered from our website are carefully packaged in our Paris workshop on the Place Vendôme.

Our gift packaging comprises tissue paper, a Poiray decorated case with a ribbon and a shopping bag.

Each product is packaged individually and placed in a box ensuring its protection during shipping.


Can I attach a personal message?

You can include a personal message with your order in the “Gift option” box. Your message will be printed on a Poiray card and placed in an envelope.


Can I enclose a gift receipt?

To leave the receipt out of the package, simply click “Do not include the receipt with the package”.

You will receive a copy of your receipt by email to the address used to place the order.


Is the online payment secure?

All transactions made on the site are highly secure. An SSL encryption system has been set up to protect personal and payment data. Furthermore, Poiray agrees not to store your bank details.

Finally, payment security is strengthened using the 3D secure system for those Visa, Mastercard and American Express cards equipped with this system. There is an additional step at the time of payment, which verifies the identity of the cardholder and validates the transaction.

Since each bank has its own authentication process, please contact your bank if you have any questions relating to your 3D secure code.


Is it possible to select a different payment currency?

The currency accepted is the euro.

Please note that we only deliver to the following countries: Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Romania, United Kingdom, Slovakia, Slovenia, Sweden.


When is my payment debited?

Your card will be debited on confirmation of your order. You will then receive an email from us confirming the processing then the shipping of your order with its tracking number.

Please note, if you have chosen to pay by bank transfer, Poiray will store your order for 7 days. After this period, your order will automatically be cancelled if we have not received payment.

If some of the items you have ordered are unavailable, our customer service team will send you an email informing you of this.


What are the delivery charges?

Delivery charges and times vary depending on the delivery address.

Shipping is free for any orders of €200 or more for a delivery in mainland France and €500 or more for a delivery in the European Union.

If your order is placed between Monday and Friday, it will generally be processed and shipped within 24 hours, unless otherwise specified. You will receive an email confirming the processing of the order and the shipping.

Paris proper only : Free by Retrait Pick up from the Rue de la Paix boutique in 3 hours for an order made before 3pm on a business day. Otherwise, next-day delivery.

Paris proper only : 10 € / Free with a purchase of 500 euros or more by Courier in 3 hours for an order made before 3pm on a business day. Otherwise, next-day delivery.

Metropolitan France : 6.90 € / 6.90 € / Free for purchases of 200 euros or more by Registered Colissimo in 1 to 3 business days

European Union (Including France & United Kingdom) : 15 € / Free for purchases 500 euros or more by Fedex in 24 to 48 business hours .


Can my order be delivered outside the European Union?

For a delivery request outside a European Union country, please contact our customer service team by telephone on +33 (0)1 42 97 99 16‬ from Monday to Friday from 10am to 6pm, or by email: customerservice@poiray.com and they will review the feasibility of your request.


How can I follow the progress of my order?

If you want to follow the progress of your order, login to your account and click “My orders”, then “Track order”. In this section, you can view the progress of your order:

- Processing (your order has been validated and is currently being processed),

- Out for delivery (your order has been shipped and you can now track its progress on the courier’s website using the parcel tracking number),

For deliveries using Colissimo and Fedex, you will receive an email once your parcel has been shipped giving you the delivery tracking number.

If you require any additional information, please contact our customer service team by email on customerservice@poiray.com or by telephone on +33 (0)1 42 97 99 16, from Monday to Friday (excluding public holidays) from 10am to 6pm.


Can delivery be made to post office boxes or mailboxes?

Unfortunately we cannot deliver to post office boxes or mailboxes.


Can I collect my order from a Poiray store?

You can collect your order from the Poiray flagship store at 17, Rue de la Paix, 75002, Paris, France. You can choose this delivery method at the “Delivery” step of the order process by selecting “Collect from store”. This service is free of charge.

Delivery to store is made the following day for any order placed from Monday to Friday before 3pm subject to the immediate availability of the product or products ordered. You will be notified by e-mail and/or SMS when your order is available in store. You will then have 15 working days following delivery to collect your order at the store, which will require your signature. You will also be asked for proof of identity and the receipt issued by email following the order confirmation on collection.

The Poiray - Rue de la Paix store is open from Monday to Saturday from 10.30am to 7.00pm.


Can I return or exchange an item in a Poiray store?

Products purchased online cannot be returned or exchanged in our stores.

For information on all the conditions and procedures for returns or exchanges, please view our General Terms and Conditions of Sale or contact our customer service team by email on customerservice@poiray.com or by telephone on +33 (0)1 42 97 99 16‬, from Monday to Friday (excluding public holidays) from 10am to 6pm.


When will the refund be made?

Refunds will be processed within 14 working days from the date we receive your return, subject to the perfect state of the items returned. The refund will be made using the same payment method used for the order or to the same account as that used for the purchase.


Can I return a gift?

Gifts can be returned for an exchange or refund. The refund will be made using the payment method initially used by the purchaser. Please return the items purchased within 14 days of the delivery date.


Are all products available for purchase online?

All products showing an “ADD TO BASKET” button are available to purchase online. If you have any questions about a product’s availability, please contact our customer service team by email on customerservice@poiray.com or by telephone on +33 (0)1 42 97 99 16‬, from Monday to Friday (excluding public holidays) from 10am to 6pm.


What can I do if a product is out of stock?

In order to be informed of the availability of a product which is currently out of stock, click “INFORM ME” and provide your email address. You will receive a notification once the product is available again. You can also contact our after sales team by email on customerservice@poiray.com or by telephone on +33 (0)1 42 97 99 16‬, from Monday to Friday (excluding public holidays) from 10am to 6pm.


How can I find a product on poiray.com?

On the website, jewellery and watch items are ordered by category and by collection from the main menu. You can also use the website’s search engine to enter keywords. All the products pertaining to your search will be listed.


How can I determine my ring size?

To determine your ring size, please consult our Size Guide and download our online ring sizer available on our website. If you have any questions about its use or information regarding our products our customer service team are happy to advise you by email on customerservice@poiray.com or by telephone on +33 (0)1 42 97 99 16, from Monday to Friday (excluding public holidays) from 10am to 6pm.