RETURNS & COMPLAINTS
If you are not satisfied with your last purchase, you have 14 days after receipt of your order to return the products in their original condition, unopened and unused (including gift boxes).
You will then be refunded 100% within 14 days of receipt of your order.
If you are not satisfied with your last purchase, you can make a return within 14 days of receiving your order.
Step 1:< p> Several choices are offered to you, you can contact us by e-mail: email@example.com , or by contact form or by post to the following address
explaining the reason: Right of withdrawal or damaged package.
If your package is damaged, we will send you a return label. On the other hand, if you simply wish to return your order, because it does not suit you, the return will be at your expense. You will need to send the product (s) and a copy of your invoice by email or by post to:
5 Avenue PHILIPPE LE BOUCHER
92200 NEUILLY- SUR-SEINE
Depending on where you live, the time it takes to receive the returned product may vary.
If you ship one or more items with a value over 50 euros, we suggest that you use a delivery service with shipment tracking and / or signature upon delivery, but also to take delivery insurance.
We do not guarantee receipt of the package you are returning to us and are not responsible for any loss of your package during the return.
If you need further assistance with your return , we will be happy to assist you by email.
Finally, please note that a used product cannot be accepted or refunded.
We do not do exchanges, only returns and refunds. However, you can return the item you don't want to keep for a full refund and place a new order for the item you want instead.
You have a withdrawal period of 14 days to return the item (s) from the day the package was delivered. To avoid paying the return costs which remain your responsibility, you can refuse the package when it is delivered to your home or leave the package at the Point Relais.
Upon receipt of your package, we will refund it and let you know by email.
No, unfortunately it is not possible to return more than one order at the same time. You must return your orders separately. So that we can process your return or your refund quickly, we invite you to contact us by e-mail: firstname.lastname@example.org , or by contact form by selecting the reason" Return ". We will provide you with a shipping label if you received a damaged package.
Once we have received and inspected the returned item(s), we will send you an email to confirm that we have received it. We will also notify you of our decision to approve or reject your refund request.
If your request is approved, the refund will be effective once your return is registered in our system. The refunded amount will be transferred to the card used for the purchase. Please note that refunds can take up to 14 days to appear depending on your credit card.
If you have not yet received your refund within 14 days, please contact the
company that issued your credit card, as there may be a delay before your refund will not be officially posted.
If you have received a damaged or defective product, we invite you to contact us by e-mail: email@example.com , or by f contact form by selecting the reason "Parcel damaged". You will need the order information in order to complete the claim. As part of the complaints process, we ask you to upload a photo of the product. When you submit a claim for a damaged or defective product, you have the option of immediately requesting reshipment or a refund.
If you require additional assistance with your return, please contact us via our support service by selecting "Damaged or defective product" as the reason for contact.
If you received the wrong item in your order, we invite you to contact us by e-mail: firstname.lastname@example.org , or by contact form by selecting the reason" Package error ".
Upon receipt of this complaint, our customer service will process your request as soon as possible. We will send you a shipping label, so that you can return a package to us that contains the wrong item (s). Please do not return the item(s) without contacting our Customer Service Department.
Your refund will be issued once your return has been received and processed in our warehouse. The amount will be refunded to the account or credit card used for the purchase. Please note that credit card order refunds may take longer to process depending on the bank your credit card is affiliated with.
You can pay online by credit card: we accept CB, Visa, Mastercard, Maestro, American Express, prepaid cards (CB, Mastercard, Visa) or via the PayPal platform.
However, we do not accept payment by check or bank transfer.
With the standard shipping option, it takes between 1 and 3 working days after receipt of your order for it to be delivered to our carrier. With our Express delivery option in Paris, we deliver all orders received before 4 p.m. on the same day (weekdays).
As soon as your order has been dispatched, you will receive a delivery confirmation email with a tracking link.
Yes of course! When you have ordered, you will receive a direct link to your tracking in your
delivery confirmation. All you need to do is click on the link to
check the tracking of your order.
It is possible that several hours after receipt of the email the tracking status is not set. up to date
on the carrier's website, no worries, it will be done automatically.
If it has been less than 24 hours since your order was placed, please contact us by e-mail:
email@example.com, or by contact form (link) by selecting the reason " Cancellation / Modification ”.
Please tell us your order number and your request (cancellation / modification). Our team will be happy to answer you and assist you in your process if your order has not been shipped.
If you need to change or correct your delivery address, please contact us by e-mail:
firstname.lastname@example.org, or by contact form (link) by selecting the reason "Cancellation / Modification ". Unfortunately, we cannot change or correct your shipping address if your order is packaged and on its way to you.
As soon as your order is placed, an order confirmation with the order summary will be sent to the e-mail address you provided. If you haven't received it within 15 minutes, please check your spam folder, it may have crept in.
If after a few hours you still haven't received your order confirmation , please contact us by e-mail: email@example.com , or by form contact by selecting the reason "My
Once your order has been shipped and is on its way to you, you will receive a shipping confirmation to the email address you provided when ordering. Please check your spam folder, it may have crept in.
In the shipping confirmation email, you will also receive all the information you need to track your order.
If you need further help with your order, please contact us by e-mail: firstname.lastname@example.org , or by contact form by selecting the reason "My order".
We ship worldwide.
For deliveries outside of EU countries, please note that customs charges may apply.
We deliver worldwide.
Once your products have been ordered, you will receive an order confirmation email.
When the product is shipped, you will receive a second shipment confirmation email with the option to track the shipment of your order via the tracking number.
Delivery Pick-up point 2 - 4 days Home delivery 2 - 3 days Same day delivery by bike (Loberz)
Colissimo Outre-Mer 5 - 10 days Colissimo Europe 3 - 5 days Colissimo Expert International 5 - 10 days
The delivery date of your order may vary depending on the shipping practices of the carrier, the location of delivery and the quantity of items ordered.
Colissimo without signature: 0kg-0.5kg: 5.90 €
Colissimo without signature: 0.5kg-1kg: 6.50 €
Colissimo without signature: 1kg-2kg: 7.00 €
Free delivery from 75 € of purchase in metropolitan France:
< span style = "text-decoration: underline"> Point Withdrawal
Colissimo delivery to the post office, in Pickup relay & Pickup Station lockers (selection of the relay point after your payment) 0kg-0.5kg: € 4.90
Colissimo delivery to the post office, Pickup relay & Pickup Station lockers (selection of the relay point after your payment) 0.5kg-1kg: € 5.50
Colissimo delivery at the post office, in Pickup relay & Pickup Station lockers (selection of the relay point after your payment) 1kg-2kg: 6 €
EUROPE (Zone A)
(Austria, Denmark, Estonia, Finland, Germany, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom -Uni)
Colissimo with signature: 0kg-0 , 5kg: 11 €
Colissimo with signature 0.5kg-1kg: 13 €
Colissimo with signature: 1kg-2kg: 15 €
Free delivery from 150 € of purchase in Europe (Zone A)
Delivery Point Pickup
Colissimo delivery to the post office, in relay Pickup & Pickup Station lockers (selection of the relay point after your payment) 0kg-0.5kg: € 9.50
Colissimo delivery to the post office, in Pickup relay & Pickup Station lockers (selection of the relay point after your payment) 0,5kg-1kg: 12 €
Colissimo delivery to the post office, in Pickup relay & Pickup Station lockers (selection of the relay point after your payment ) 1kg-2kg: 13.50 €
Free delivery from 150 € of purchase in Europe (Zone A)
EUROPE (Zone B)
(Bulgaria, Croatia, Cyprus, Greece, Hungary, Ireland, Italy, Malta, Romania, Iceland, Norway)
Colissimo with signature: 0kg-0.5kg: 11 €
Colissimo with signature: 0,5kg-1kg: 13 €
Colissimo with signature: 1kg-2kg: 15 €
Free delivery from 150 € of purchase in Europe (Zone B-)
(Guadeloupe, Reunion, Mayotte, Martinique, Saint-Pierre-et-Miquelon, French Guyana, New Caledonia, French Polynesia, Wallis-et-Futuna, Terres australes)
Colissimo home delivery - without signature: 0kg – 0.5kg: 9.00 €
Colissimo home delivery - without signature: 0.5kg – 1kg: 14.00 €
Colissimo home delivery - without signature: 1kg – 2kg: € 18.50
Free delivery from € 150 purchase in Europe (Zone B)
Colissimo home delivery - without signature: 0kg – 0.5kg: 10 , 00 €
Colissimo home delivery - without signature: 0.5kg – 1kg: 12.50 €
Colissimo home delivery - without signature: 1kg – 2kg: 14.00 €
REST OF THE WORLD
Colissimo international expert: 0kg – 0.5kg: 24.00 €
Colissimo international expert: 0.5kg – 1kg: 30.00 €
Colissimo international expert: 1kg –2kg: € 44.00
Additional shipping charges may apply based on your location and size of your order.
You are responsible for all taxes applicable to the delivery of your order including sales tax, value added tax, customs duties and excise duties.
< / strong> The package will be delivered to the customer against signature and on presentation of an identity document. In case of absence, a calling card will be left with the customer, in order to allow him to collect his parcel from his post office.
If, unfortunately, your package is really damaged on delivery, please refuse it so that it can return to our warehouse.
On the other hand, if you have accepted a package while it is damaged , please check whether the products received are in good condition. If they are not, you can contact us by e-mail: email@example.com , or by contact form by selecting the reason" Parcel damaged ".
Please note that recent government restrictions in some European regions may cause your packages to be delayed.
Once you have added the items you want to purchase to your shopping cart, you can enter the discount code in the dedicated space during checkout. After entering the discount code, click on "apply": the total cost of your order will be automatically updated.
Attention: don't forget to apply the discount code before paying for your order!
Once your order is confirmed, you will not be able to modify it.
If your promo code does not work during checkout, we recommend that you first make sure that you
have reached the minimum order value to use it.
If everything seems correct and the code still does not work, do not hesitate to contact us by e-mail: firstname.lastname@example.org , or by contact form by selecting the reason "Payment" as the reason for contact.
Unfortunately no, discount codes do not work on sale items.
No, it is not possible to combine discount codes with birthday codes or
Our candles are handcrafted in France, using only soy and coconut wax. They are vegan and biodegradable and are not tested on animals.
The use of vegetable wax reflects our environmental commitment and the use of quality products with a longer burn time.
Thanks to our wax, we thus reduce the impact on the environment and health.
Our candles are handmade in France.
Our perfumes are created in Grace in the south of France.
Each candle is unique and made with care.
Thanks to our quality wax, our candles have a very long burning time.
Our standard size candles (180gr) have a burning time of 70 hours.
Our large candles (500gr) can burn for up to 200 hours.