FAQs - Frequently Asked Questions
Where can I contact you?
Please contact us by email at email@example.com
What are the shipping times for your products?
We take 2-4 days to process your order and then it depends on the delivery option you chose.
Do you ship all over the world?
Yes, absolutely. We ship worldwide.
Where do we ship your product from?
Our offices are located in Lausanne, Switzerland
Our international warehouse is located in Paris.
Do you provide product tracking / tracking information?
Yes, wait 3 days after your order was placed and remind us if you didn't get any information by email at firstname.lastname@example.org
I received a damaged item. What can I do?
We are sorry to hear that. Simply send us a picture of the damaged item as soon as you received it to the email address: email@example.com and we will send you a similar replacement item as soon as possible.
Where are you located?
We are located in Lausanne in Switzerland.
I still have not received my order. What is taking so long?
We apologize for the delay. Sometimes international shipping may take longer than expected due to customs clearance. You can instead track your order and see where it is at any time. If you still feel that you need assistance in tracing your package or would like to inquire about it, please contact us by email at the following address: firstname.lastname@example.org. We will refund the express shipping if this one was not respected.
Do you have a refund policy?
We do our best to resolve any issues that our customers may have with their items online. If you still wish to receive a refund on your order, we can of course complete the payment, in the event that the appeal is made within 30 days of the date of the order and the product(s) concerned are not on sale. Candles have to be in their original packaging and not used. For more information, please read more about our refund policy.