Customer Service

We do our utmost to ensure that every custom scented candle is nothing but delightful. From the premium quality perfume oils to the all-natural wax and from our perfumer’s expertise to the designer holders. That is why we guarantee your satisfaction. Should your custom scented candle not be what you were hoping for, you can get your money back or design another candle. To do that:

• Fill out the return form and insert it into the original package with the candle
• Label the package with the return address and send it back to us:
  Maison Frédériche
  c/o Sarah Grivot
  14 Rue Montesquieu
  31400 Toulouse
  FRANCE
• Your refund or gift certificate will be sent within one week upon us receiving the return shipment.

All and any returns are subject to the following conditions:

• Please ensure that your return package is received within 15 days of delivery, going by the date stamp. The processing of your return will take 1 week after receiving your return package.
• If you’ve opted to get your money back, you will be refunded through your original payment method. You will receive the full amount you paid for your candle, including the original shipping costs, excluding the return shipping costs.

We do not accept returns of more than one candle per order. Also, we do not accept successive returns without any retained orders in between.

Any orders that have been paid for with a gift certificate will only be refunded with a new gift certificate.

DELIVERIES

We provide the following Delivery Options:

• Delivery in the UK, 3-5 days via ShippingBo, at 8 GBP per delivery
• Delivery in the EU and Switzerland, 2-5 days via ShippingBo, at 7-13 GBP per delivery
• Worldwide shipping, 6-12 days via ShippingBo at 16 GBP per delivery
• Free worldwide shipping on gift certificates

We always use the exact address details you enter, so make sure to check you’ve given us the correct information before you place your order. If you’re unsure, try the Post Office address finder, as we can’t accept liability for late or failed deliveries due to an incorrect address.

We can’t guarantee delivery on specific dates. It’s possible that Customs in many countries may add additional duties or charges, which we have no control over. The charges would be applied in the receiving country, so we cannot predict or influence what they may be. You are responsible for paying these charges should they arise. We do our best to keep up with what’s happening in countries we deliver to, and we reserve the right to decline an order if we think it will be delivered unsafely, or if we think charges may be imposed.

If your delivery is late, lost, incorrect or contains a damaged item, we will do everything we can to get the issue resolved promptly.

Should the assigned transport company return the Order to us because delivery to you was not possible will make you responsible for bearing the costs for the unsuccessful dispatch.

The risk of accidental destruction and accidental deterioration of the sold goods shall in principle be transferred to you when they come into the physical possession of you or a person identified by yourself to take possession of the custom scented candles.

CONTACT US

If you have any service-related questions not addressed here, please contact us at service@frédériche.com .