Customer Service

 

How to repair my S.T. Dupont product?

Regardless of whether the problem encountered with your S.T. Dupont product is covered by our guarantee, or whether your guarantee has expired, please send your product to our customer service at the following address:

S.T. Dupont Service Centre
13/F, South Block,
Skyway House,
3 Sham Mong Road,
Taikoktsui, Kowloon,
Hong Kong

S.T. Dupont can only undertake repairs on your product if you enclose the document included when you received your order when sending your product:

1) Your complete and correct personal details
2) If the product is under guarantee, you must also include your guarantee card and the receipt for your purchase.

We encourage you to send your parcel via a tracked shipping service. We cannot be held responsible for the loss of your parcel if you use a delivery method without a tracking service.

 

Is the customer service covered by a guarantee?

The operation carried out by S.T. Dupont customer service is covered by a guarantee of twelve (12) months, including parts and labour, from the date of the piece leaving the repairs workshop.

 

What are the customer service costs?

Please contact Customer Service Centre for more information.

 

Once my S.T. Dupont product has been sent to the After-sales service, what happens?

Upon receipt and after assessment:
- if the defect is included in the guarantee: repairs will be carried out free of charge
- if the defect is not included in the guarantee: a quote stating the cost of the necessary repairs will be sent to you by email or by post. We will only begin repairs after you accept the quote.

 

How can I contact the After sale department?

In Hong Kong, for any enquiries regarding the customer service of your S.T. Dupont product, please contact our customer service team:

Phone: +852 2311 8838
Office hours:
Monday to Friday 10:00 – 12:45 / 14:00 – 17:30
(closed on Saturday, Sunday & public holidays)

 

What happens if my S.T. Dupont product cannot be repaired?

If, after examination, it is decided that your product cannot be repaired, you will be sent a letter explaining the fault, together with your product in its present condition.