Baccarat at your service

It is possible to clean your Baccarat pieces in the dishwasher. To do so, we invite you to set your dishwasher to the fragile program at 40° maximum and not to use any detergent. A too high temperature could produce a chemical reaction that would tarnish the crystal and make it milky.

In the event of a haze, we advise you to pour a few handfuls of coarse salt and half a liter of spirit vinegar inside your glasses, then shake vigorously before rinsing several times with lukewarm water.

If the phenomenon persists, we invite you to contact our Customer Service via the Contact Us section.

Like all precious jewelry, your Baccarat jewelry requires special care. We invite you to avoid all contact with water and cosmetic products (cream, soap, perfume) as these may reduce the life of the frame and cause a loss of brilliance of the crystal. It is also not recommended to expose your jewelry to strong heat sources such as heating or the sun.

Our creations for serving hot beverages, such as our tea and coffee sets, are fully capable of holding hot liquids. However, we formally advise against exposing your Baccarat pieces to high temperatures. It is therefore forbidden to place them in the refrigerator, in an oven or a dish warmer.

For any stains, we advise you to clean your glass with a soft cloth and soapy water at room temperature.

If the problem persists, we invite you to contact our Customer Service via the "Contact Us" section or to visit the store of your choice.

For assistance in placing an order online, we invite you to contact our Customer Service via the "Contact Us" section.

We accept only credit card, cash on delivery and Apple Pay as payment methods for purchase.

If an error message appears at the end of your order, we invite you to check your emails.
If you have received an order confirmation email, it means that your order has been validated.
If not, we invite you to contact our Customer Service via the "Contact Us" section.

All orders will be delivered in a Baccarat red box with a white ribbon with the logo and a shopping bag.

・All orders are delivered in a Baccarat red box with a white ribbon with the Baccarat logo and a shopping bag.
If you wish, please choose your favorite message card on the order confirmation page after adding the product to the cart.

・Please select one of the existing message cards with your message printed on it. If you would like to write your own message, please choose a "plain" card and write your message after receiving the card at home. Please confirm the details of the design on the order confirmation screen.

・We do not accept changes to message card designs or cancellations of message card attachments after an order has been placed. If you wish to make changes, please cancel your order and place a new order.

・The card will be placed in an envelope with the Baccarat logo and attached to the top of the product under the ribbon.

The card measures 6.3 cm (H) x 8.8 cm (W).

Please print out the "Shipment Confirmation Email" that is sent to you after the order is shipped and use it as a receipt.
・The printable receipt on shipping confirmation email is the official form of receipt that can be used for expense reports.
There is a blank space on the receipt where you can write your name or company name after printing out.
If you do not receive an email, please check your spam mail folder or check the "I have not received my order confirmation email" section below.

◆If you pay by cash on delivery
When using cash on delivery, the cash on delivery receipt issued by the shipping company will be the original receipt.
If you wish to receive a receipt issued by us, please return the original COD receipt (original only, no photocopies) from the shipping company to us.
As soon as we receive the cash on delivery receipt, we will send the receipt to you.
Please fill in the following 1. to 3. below and contact our customer service.

◆If you wish to have a paper receipt sent by mail
　1.Order number
　2.Shipping adress for the receipt *Please make sure to write from the prefecture.
　3.Name
　4.Proviso

If you wish to have the receipt sent to you by mail, please contact our customer service by contact form. Please note that it may take longer for us to send your recipt if we receive many orders.

・Yes, all products are wrapped.
All online orders will be shipped with the red box and tied with the white ribbon with Baccarat logo.
Also, shoppiing bag(s) will be in a package depending on the number of items of your order.

Please check the following page for details
https://www.baccarat.com/en_jp/engraving.html.

・Online store doesn't offer the noshi decoration service.
Please contact your local store if you wish to use the service.

・Orders can only be cancelled within 3 hours of placing the order. If you wish to cancel your order, please call our customer service
by phone (03-4579-6135 weekdays from 10:00 a.m. to 6:00 p.m.)
Or, please contact us by using the contact form, providing your order number.
※If you reply to the order confirmation e-mail, we may not be able to receive your e-mail, so please be sure to contact us from contact form.
・Please let us know if you pay by a debit card.
・We do not accept cancellations of orders for products with "engraving service" after the order has been placed.
・Cancellation is not allowed after an order has been shipped. If for some unavoidable reason you do not receive your order after it has been shipped and the item is returned to our warehouse, we will refund the to your credit card, excluding the 700 yen shipping fee.

・Unfortunately, you need to cancel your order if want to change your order, and place a new order.
Orders can be canceled only within 3 hours of placing it. Please contact our customer service team via call or email with your order number if you want to cancel your order.

・You can get a free messege card per order.
Please select a card at checkout after you put an item in the cart.

・You can select a messege card that has a printed messege or plain messege card if you want to write a messege by yourself. Please check the design of messege cards at checkout.

・You cannot change a messege card or add a messege card after your order is placed. Please cancel your order and place a new order if you want to change or add a meesege card to yuor order.

・We will put a messege card in an envelope with Baccarat's logo and a messege card will be on placed between ribbon and an item.

The size of a card is 6.3cm x 8.8cm.

・Please note that it may take some time to send an order confirmation email due to our system condition. If you do not receive the "Order Confirmation" email after waiting a few hours, the following cases may be the reasons why you don't receive it.

1. It is sorted to the junk mail folder.
Depending on the provider, emails from @baccarat.fr may be considered as "junk emails".
Please check your junk mail folder before reaching out to our customer service team.

2. Reached Provider's capacity limits
There may be an email reception error due to the Provider's capacity limits.
Please contact your Provider.

3. Email rejection setting
It may be set to reject receiving a email by the server.
Please change the setting so that you can receive the following e-mail address.
baccarat_jp@baccarat.fr

If you still have not received an order confirmation email within 24 hours after placing your order, please contact Baccarat Customer Service (TEL: 03-4579-6135, weekdays from 10:00 to 18:00) or contact us via contact form.

Yes. The billing address (the purchaser's address) will be printed on a voucher and delivery slip.

No. Whether an order is for gift/or not, a delivery slip that doesn't include a product price will be in a package.

・Please note that the delivery address must be within Japan.
・For security reasons, we may cancel your order if you have used a package forwarding service to an address outside of Japan. Thank you for your understanding in advance.

You can check the status of your order by clicking on the "My Account" icon, then on the "Orders" section.
You will also be informed of the status of your order by email, with a first email confirming the order and a second email with the tracking number when it is shipped.
You will be able to track the status of your package on the carrier's website.

If you need additional information, please contact our Customer Service via the "Contact Us" section.

If the box is obviously damaged after delivery (if it is possible that the box was damaged during delivery), you may refuse to accept the package. In such cases, we recommend that you take a picture of the cardboard before opening it. Please notify the delivery staff as well as the shipping company.
If this does not resolve the issue, please contact Customer Service via the "Contact Us" page.

In case of late delivery or non-receipt of your package, we invite you first to check the shipping status of your order using the tracking number on the carrier's website; then to contact our Customer Service via the "Contact Us" section.

・Regular items are shipped within 1-2 business days.
(*Our business days is from Monday to Friday except holidays. We will notify our business days during the Year-end and New Year holidays on our website.

・If you want your order to be arrived in shortest time, please choose "non schduled delivery".
*There may be shipping delays during busy holiday seasons and it will take up more time to deliver your order than the lead time above.

・Please note that the delivery date may vary depending on your shipping address.
The delivery date is approximately 1 to 3 days after the order is shipped
※Please note that delivery may be delayed due to transportation problems caused by bad weather.
※If you live in Okinawa or other remote islands, it may take up to one week for delivery.
For details, please check the Sagawa Express website or contact the local Sagawa Express office.

・To the customers who choose scheduled delivery:
Sagawa offeres the service.
*You may not receive your order on the specific delivery date that you choose when the item you order is out of stock. We will contact you via call or email when that happens.
*Please note that you may not receive your order on the specific delivery date and time that you choose due to traffic.
*There are specific areas (island) that don't offer scheduled delivery service. *Please contact Sagawa about the details.

Engraved products take longer to ship than regular products.
Please allow 10 to 14 business days from the date the order is placed for shipment.
※During periods of high order volume, it may take longer than the above lead times to ship your order. In such cases, our customer service will contact you by phone or email.

A flat rate of 700 yen (tax included) will be charged per order.

Unfortunately, you cannot change the schduled delivery date and time after your order is placed.
If you want to change the scheduled dwelivery date and time, please call Sagawa or contact our customer service to cancel your order and place a new order.

Due to a shipping carrier's storage period, you can't choose a future date that is not in the delivery date option.
Please select a date in the delivery date option that is convenient for you.

Exchanges are possible only under the following conditions.

・If you wish to exchange the product (except in the following cases of refusal), please contact our Customer Service Center (phone: 03-4579-6135, weekdays 10:00 to 18:00 except weekends and holidays, Email:baccarat_jp@baccarat.fr) within 14 days after delivery of the product.
Please fill out the form in its entirety and return the product, delivery note, and all accessories included in the package within 14 days of delivery. After checking the condition of the returned product, we will proceed with the exchange. Please note that we may not be able to fulfill your request depending on the condition of the product. Please note that we may not be able to meet your request for an exchange due to limited stock. We will not accept exchanges if any of the following conditions apply

1. If it has been 14 days since you received the product.
2. If the glass has already been used (including washing the glass) or there are signs of having been used after delivery
3. If any part of the product or accessory is missing at the time of return.
4. If the red box is not included in the package.
5. If the necessary documents are not included in the package when it is returned.
6. If the item has already been exchanged once.
As a general rule, exchanges can only be made once.


・Please be sure to check the condition of the product before using, cleaning, etc. after receiving it. If the product is defective, please contact customer service (phone: 03-4579-6135 weekdays 10:00 to 18:00 except weekends and holidays メール: baccarat_jp@baccarat.fr) by phone or e-mail. Please note that we do not accept orders after the product has been used (*including glass washing) or after 14 days have passed since the product was delivered.

・If we find any cleaning or use marks on the product after our inspection, we may have no choice but to return the product to the return address of the customer. Please understand this in advance.

・In principle, we accept exchanges of equivalent value (merchandise of the same price as the purchased merchandise). We also accept exchanges for items of a higher price. In this case, you will be asked to pay the difference for the newly selected item(s) with your credit card. Please note that the difference may change if a price change is made during the exchange procedure. For detailed procedures, please contact our Customer Service Center at 03-4579-6135 weekdays from 10:00 to 18:00 (except weekends and holidays) Email: baccarat_jp@baccarat.fr.


[Shipping charges for exchanges]
・For exchanges made for the customer's convenience, the customer will be responsible for the return shipping costs of the product.
If you wish to return the product to us, please contact our Customer Service Center and fill out the exchange request form sent to you by mail or PDF,
Please return the product in the same condition as it arrived (see below for contents).
Please note that we may refuse the exchange if any items are missing.

[*We do not attach a shopping bag or message card when we reship the product. Please do not include them with your return shipment, but keep them in a safe place.]


①Unused merchandise

②Red boxes and ribbons

③ Exchange application form for Baccarat.jp purchased items

④ Delivery note

⑤Instruction manual (Some products may not have an instruction manual. Please send it only if you have it)

⑥Receipt (Please send this only if you have requested one.

⑦Serial No. Certificate (Some products may not have a serial No. Certificate. Please send it only if you have it.)

Returns

・Please note that as a general rule, we do not accept returns or refunds.
・Please note that we do not accept returns or refunds for products purchased through our online store at our authorized retailers (street stores, stores in department stores, etc.).

We do our best to process your refund requests as quickly as possible.
Once your order has been received and validated by our logistics department, the refund will take place within 15 working days at the latest.

Currently, Baccarat does not offer crystal repair services in Japan. However, some metal parts of Bijoux products may be repairable, so please contact your nearest Baccarat store.

Please contact the store of purchase for any cleaning, repair or restoration requests for the chandelier.

We advise you to clean your glass with coarse salt and white vinegar.
If the problem persists, we invite you to contact one of our stores.

To view all information related to a store, we suggest you use our store locator service.

For any request regarding the installation, cleaning, repair or restoration of a chandelier, we invite you to visit a Baccarat store you bought the chandelier.

For employment information, please check our career page.

By creating an account on the Baccarat.com website, you will be able to enhance and personalize your shopping experience.
Creating a Baccarat account allows you to:
- Save and manage your personal information,
- Track your online orders
- Create your personal wishlist
- Stay informed about new products and news from the House.
- Choose your communication preferences with Baccarat
Click on the "My Account" icon to create your account

Baccarat gives you the possibility to modify all the data in your account by clicking on "Modify" in the "My Account" section.
To delete your Baccarat account, we invite you to contact our Customer Service via the "Contact Us" section.

The www.baccarat.com website is accessible to all, without any obligation to provide personal information.
However, anyone who creates a Baccarat account and checks the Digital Communication box implicitly accepts to be invited to Baccarat events, to be informed of Baccarat news, new products or to receive satisfaction surveys.
When placing an order, Baccarat collects all the customer data necessary to set up the shipping and billing processes: title, last name, first name, postal address, e-mail address, telephone number.
Baccarat will only disclose information communicated in the context of the order to trusted third-party partners: banking establishments, transport providers.
Baccarat undertakes not to keep your credit card number.
For more information, you can consult our Privacy Policy.

By subscribing to the Baccarat communication, you will be among the first to be informed of new products, events and news from the House.
If you wish to be contacted personally by a consultant by sms or phone, you can also update your Contact Preferences in your Baccarat account.
For more information, we invite you to contact our Customer Service via the "Contact Us" section.

You can also follow Baccarat news via our social networks :
Facebook
Twitter
Pinterest
Instagram
YouTube.

A pre-order allows you to reserve and purchase certain items before they are officially released in stores or online. These items are marked with a "pre-order" flag on our website. To pre-order a item, simply select the desired item marked as "pre-order" and proceed to checkout. Payment for pre-order items is processed at the time of pre-order placement, and full payment is required to secure your reservation. Cancellations are only possible if the item has not yet been shipped. Once the item is dispatched, cancellation requests cannot be accommodated. The estimated arrival date of pre-order items depends on our stock arrival and the shipping schedule of our selected courier. Once your pre-order item is dispatched, we will notify you via email and provide a tracking number for your convenience. If you have any further questions or concerns about our pre-order process, please don't hesitate to contact our customer support team for assistance.