Frequently Asked Questions
Returns & Warranty
- 1. What is the return policy for S.T. Dupont lighters?
Customers can return their S.T. Dupont lighters within 30 days of purchase, provided the item is unused and in its original packaging.
- 2. How long is the warranty for S.T. Dupont lighters?
Our S.T. Dupont lighters come with a 2-year manufacturer's warranty, ensuring quality and functionality.
- 3. How do I start a return or exchange?
To initiate a return or exchange, please contact our customer service team through the website, and they'll guide you through the process.
- 4. Are there any restocking fees for returns?
No, we do not charge any restocking fees for returns. However, customers may be responsible for return shipping costs.
- 5. What should I do if I received a defective lighter?
If your lighter is defective upon arrival, please contact our customer service immediately, and we'll arrange for a replacement or refund.
- 6. How long does it take to process a return?
Once we receive the returned item, please allow up to 7 business days for the return to be processed and the refund to be issued.
- 7. Can I extend the warranty on my S.T. Dupont lighter?
At this time, we only offer the standard 2-year warranty. Extended warranties are not available.
- 8. Does the warranty cover accidental damage?
No, the warranty covers manufacturing defects and issues arising from normal use. Accidental damages or damages from misuse are not covered.
- 9. I lost my purchase receipt. Can I still claim the warranty?
Yes, if you purchased the item from our website, we can use your order number to verify the purchase. However, it's always beneficial to keep your receipt for faster processing.
- 10. Who covers the shipping costs for returning a defective product under warranty?
If the product is confirmed to be defective within the warranty period, we will cover the return shipping costs.
Ordering, Shipping & International Delivery
- 1. How long does it typically take to process an order?
Orders are usually processed within 1-2 business days after being placed.
- 2. What shipping options do you offer?
We offer standard, expedited, and express shipping options. You can select your preferred method during checkout.
- 3. Can I track my order?
Yes, once your order is shipped, you'll receive a confirmation email with a tracking number.
- 4. How long does standard shipping usually take?
Standard shipping typically takes 6-8 business days, depending on your location.
- 5. Do you offer international shipping?
Yes, we ship S.T. Dupont collections worldwide. International shipping rates and times vary by country.
- 6. Are there any customs duties or taxes for international orders?
All taxes and customs duties generated from a purchase are covered by us. Customers won't have to bear any additional charges.
- 7. What should I do if my order hasn’t arrived within the estimated delivery time?
If your order hasn't arrived within the expected timeframe, please contact our customer service for assistance.
- 8. Can I change or cancel my order after it’s been placed?
Orders can be changed or canceled within 2 hours of placement. After this period, the order might have been processed and shipped.
- 9. Do you offer expedited shipping for international orders?
Yes, expedited international shipping is available at an additional cost.
- 10. Are there any countries you don’t ship to?
Currently, we ship to most countries worldwide. However, some restrictions may apply based on the destination country's regulations.
- 11. What packaging do the lighters come in for shipping?
All S.T. Dupont lighters are securely packed in their original packaging and then placed in a protective shipping box.
- 12. If I order multiple items, will they be shipped together?
Yes, multiple items ordered together will typically be shipped in the same package unless specified otherwise.
Payment Methods, Security & Deals
- 1. What payment methods do you accept?
We accept major credit card payments, including Visa Card, Master Card, Diners Club Card, Discover Card, and Japan Credit Bureau.
- 2. Is my payment information secure on your website?
Absolutely. We employ advanced encryption methods and security protocols to ensure all transactions are secure and confidential.
- 3. How do I apply a promo code or discount to my order?
During checkout, you'll find an option to enter your promo code. Once entered, the total amount will reflect the applied discount.
- 4. Do you offer any loyalty or rewards programs?
Yes, we have a rewards program for our loyal customers. By signing up, you can earn points with every purchase and redeem them for discounts on future orders.
- 5. My payment failed, what should I do?
If your payment didn't go through, please check if your card details were entered correctly. If the issue persists, consider using an alternative payment method or contact our customer service for assistance.
- 6. Can I make a purchase using multiple payment methods?
Currently, we only accept one payment method per order.
- 7. Do you offer any installment payment options or financing?
No, we do not offer installment payment options at this time.
- 8. How often do you have sales or promotional events?
We regularly offer deals and promotions. Subscribe to our newsletter or follow us on social media to stay updated on upcoming sales events.
Account & Privacy Settings
- 1. How do I create an account or reset my password?
To create an account, click 'Sign Up' on our homepage. If you've forgotten your password, use the 'Forgot Password' link on the login page, and we'll send a reset link to your email.
- 2. How can I update my personal or shipping information?
After logging in, navigate to 'My Account' or 'Profile Settings', where you can modify your details.
- 3. Is my personal information and payment data secure on your website?
Absolutely. We prioritize your security and utilize state-of-the-art encryption methods to ensure all personal and payment data is kept confidential.
- 4. How does the website handle my personal data?
We use your data solely for enhancing your shopping experience and order processing. We never sell or share your data with third parties unless mandated by law.
- 5. How can I opt out of promotional emails or newsletters?
Every promotional email from us includes an 'Unsubscribe' link at the bottom. Clicking it will ensure you're removed from our mailing list.