Help
Carrière Frères Products
- Where can I find your products?
- I would like to receive some samples
- How long do the candles last?
- How do I care for my candle?
- My candle does not burn straight.
- The scent of my room spray doesn't last
- The scent of my candle is not strong enough
- Where are Carrière Frères candles manufactured?
- Why have some products been discontinued?
- What types of wax do you use to make your candles?
Ordering and payment
- I would like to receive a promotional code
- Can I safely use my credit card on your website?
- Can I request a gift-wrap for my order?
- Which credit cards do you accept?
- I haven't received a confirmation email
- How can I receive my invoice?
- Can I use more than one payment method for a single order?
- What can I do if the product I want is sold out?
Shipping and Delivery
- What are the delivery times?
- Where do you deliver?
- Do you deliver to Canada?
- I still haven't received my products
- I placed my order 3/4/5 days ago and I still haven't received anything
Returns
Other
Carrière Frères Products
Where can I find your products?
Please visit our website to find a point of sale close to you.
I would like to receive some samples
We do not send samples upon request. However, you can choose two free samples from a proposed selection for each order.
How long do the candles last?
The burn time depends on the size of your candles:
The Small Candle (70g): 20 to 24 hours
The Classic Candle (185g): 40 to 45 hours
These burn times may vary depending on the conditions of use.
How do I care for my candle?
Please use your candle following the instructions in the user leaflet that comes with each candle. You can also find these instructions on our website here.
My candle does not burn straight
Please use your candle following the instructions in the user leaflet that comes with each candle. You can also find these instructions on our website here.
If your wick is off-centre, extinguish the flame, pinch the non-incandescent wick between your fingers and pull it towards the centre. This operation must be carried out delicately and whilst the surface wax is still melted. Repeat this operation between each burn session until your wick is centred once again.
We carry out thorough and systematic quality control checks to guarantee the quality of all of our products. Despite these precautions, should one of our products not bring you full satisfaction, please send us the following information via our contact form in order for us to provide an appropriate answer to your request:
- your order number,
- your product batch number, which can be found on the label found underneath each vessel or underneath the label. In the latter case, remove the label from under the glass in order to read the batch number,
- pictures of your product.
The scent of my room spray doesn't last
Our room sprays are designed to create an instant scented atmosphere. To revive the scent, a few sprays will suffice. You can also use your room spray on fabrics, curtains, rugs, bedspreads, etc. The scent will thus last longer.
If you wish to enjoy a continuous olfactory experience, we invite you to discover our range of scented candles here.
We carry out thorough and systematic quality control checks to guarantee the quality of all of our products. Despite these precautions, should one of our products not bring you full satisfaction, please send us the following information via our contact form in order for us to provide an appropriate answer to your request:
- your order number,
- your product batch number, which can be found on the label found underneath each vessel or underneath the label. In the latter case, remove the label from under the glass in order to read the batch number,
- pictures of your product.
The scent of my candle is not strong enough
Please use your candle following the instructions in the user leaflet that comes with each candle. You can also find these instructions on our website here.
In order to ensure that the scent of a candle can best express itself, the entire surface of the candle must be melted.
We carry out thorough and systematic quality control checks to guarantee the quality of all of our products. Despite these precautions, should one of our products not bring you full satisfaction, please send us the following information via our contact form in order for us to provide an appropriate answer to your request:
- your order number,
- your product batch number, which can be found on the label found underneath each vessel or underneath the label. In the latter case, remove the label from under the glass in order to read the batch number,
- pictures of your product.
Where are Carrière Frères candles manufactured?
Carrière Frères candles are all manufactured in our factory in Normandy, France.
Why have some products been discontinued?
The production of certain products may be interrupted when demand for the products in question significantly decreases. If one of your favorite products has been discontinued, we remain at your service to advise you concerning all our products so you may eventually find satisfaction.
What types of wax do you use to make your candles?
Since 2022 each of our candles and botanical palets are formulated with 100% vegetable wax, from European organic rapeseed.
Ordering and payment
I would like to receive a promotional code
Eventual promotional offers are announced through our newsletters. If you haven't received a promotional code from us, that means that there is no ongoing offer. Promotional offers are not granted on demand.
Can I safely use my credit card on your website?
A secure payment system has been implemented on the Carrière Frères online store. Payments are made on an external platform through a payment provider – Hipay – that offers 3D Secure security measures.
Can I request a gift-wrap for my order?
To order a gift-wrap, all you need to do is select the "Gift-wrap and message" option when confirming your shopping cart.
Which credit cards do you accept?
We accept Visa, American Express and Master Card.
I haven't received a confirmation email
If your order has been taken into account, you will quickly receive a confirmation email with your order number. It may happen that your confirmation email is automatically filed in your ‘Spam’ folder.
If you cannot find your confirmation email, please contact us via our contact form, and we will send you another confirmation email.
How can I receive my invoice?
At any time, you may consult and download your invoice by logging into your user account, in the "My account" - "My orders" section. Then click on "see the order" followed by "print the invoice".
If you encounter any difficulties, we invite you to send us your request via our contact form. We will answer within 24 to 48 hours.
Can I use more than one payment method for a single order?
Only one payment with one credit card is allowed.
What can I do if the product I want is sold out?
We make every effort to maintain a sufficient stock of items on our website, but it is still possible for items to be sold out. Do not hesitate to contact us to find out when your favourite products will be available again.
Shipping and Delivery
What are the delivery times?
- Delivery conditions
Carrière Frères only delivers Products ordered to European Union countries and United Kingdom (excluding P.O. Boxes, French Overseas Departments and Territories, Cyprus, Malta, Canary Islands).
Carrière Frères reserves the right to make the shipment of the order conditional upon full payment of the price by the Customer.
Different delivery methods are available:
- shipment by DPD: Europe and Monaco
- shipment by Chronopost : UK and Switzerland
Delivery times are indicated below. These times are in working days and run from the date of shipment of the order.
|
France |
1 to 2 days |
|
United Kingdom |
2 to 3 days |
|
Belgium |
1 day |
|
Luxembourg |
2 days |
|
Netherlands |
2 days |
|
Denmark |
2 days |
|
Germany |
2 days |
|
Slovenia |
2 days |
|
Austria |
2 to 3 days |
|
Italy |
2 to 3 days |
|
Czech Republic |
2 to 3 days |
|
Poland |
2 to 3 days |
|
Ireland |
3 days |
|
Spain |
3 days |
|
Croatia |
3 days |
|
Portugal |
3 to 4 days |
|
Sweden |
3 to 5 days |
|
Hungary |
4 days |
|
Slovakia |
4 days |
|
Romania |
4 to 5 days |
|
Lithuania |
5 days |
|
Finland |
5 to 6 days |
|
Estonia |
5 to 6 days |
|
Bulgaria |
6 days minimum |
|
Greece |
6 days minimum |
|
Latvia |
6 days minimum |
The Customer will be informed by email when the parcel is collected by the carrier. He will then be given a delivery number allowing him to track the progress of his order in real time.
If the Customer cannot take physical possession of the order on the scheduled delivery date, he can:
- schedule a new delivery,
- or collect the parcel from a collection point.
- Delivery costs
Delivery costs are not included in the price of the order and are added to it at the time of validation and payment.
The delivery costs of the products will be calculated using a table (below) taking into account the destination country and the chosen shipping method.
| Free shipping if orders above | Shipping cost if orders under 80€/£100 | |
|---|---|---|
|
United Kingdom |
£100 |
£18 |
|
France |
80 € |
8 € |
|
Monaco |
||
|
Netherlands |
||
|
Germany |
||
|
Belgium |
||
|
Luxembourg |
||
|
Italy |
||
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Spain |
||
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Portugal |
||
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Austria |
||
|
Ireland |
||
|
Sweden |
12 € |
|
|
Czech Republic |
||
|
Hungary |
||
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Poland |
||
|
Slovakia |
||
|
Denmark |
||
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Lithuania |
||
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Latvia |
||
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Estonie |
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Slovenie |
||
|
Croatie |
15 € |
|
|
Roumanie |
||
|
Finlande |
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Grèce |
||
|
Bulgarie |
For all orders within the European Union and for an amount greater than or equal to eighty euros (€80) and of one hundred sterling pounds (£100) within the United Kingdom, delivery is free of charge.
- Receipt of goods
Upon delivery of the order, the Customer must check the conformity and condition of his order in the presence of the carrier and, as may be relevant, note any useful reservations concerning visible defects (missing product, damaged package).
The Customer is invited to contact the Customer Service department of the Carrière Frères online store contact form within fourteen (14) working days following receipt of the products. Unless there is a legitimate reason, any claim made after this period will be considered inadmissible.
- Receiving the products
At the moment of delivery, the Customer must verify the state and conformity of his order, in the presence of the transporter. If need be, he must emit his complaints about the apparent defects (missing or damaged products).
The Customer must contact Carrière Frères ’s client services in the fourteen (14) days following the arrival of the products. Without a valid reason, any reclamation formulated after this 14 days limit will be not be treated.
Where do you deliver?
We deliver throughout the European Union (excluding overseas districts and territories, Cyprus and Malta). We do not deliver to P.O. boxes.
Do you deliver to Canada?
Yes, we do deliver to Canada.
I still haven't received my products
We thank you for your order and invite you to follow the status your delivery thanks to the tracking number you may find in your order confirmation on the chosen carrier's website: DPD of Chronopost.
If you are unable to find the information you are looking for, please contact us via our contact form.
I placed my order 3/4/5 days ago and I still haven't received anything
We guarantee a delivery time of seven working days from the order confirmation.
In addition, thanks to the DPD or Chronopost tracking number in your confirmation email, you may track the delivery status of your order in real time: links. Do not hesitate to contact us through our contact form if you still have not received your order beyond the 7-day deadline.
Returns
What is your return policy?
The Customer has the right to retract himself, allowing him to return his products without reason according to the conditions stated in article 5 below.
For any other reason that the Customer’s right to retract (such as damaged non-corresponding goods), the Customer is invited to contact our Client Services (contact form), who will give him the necessary information to satisfy his demand if possible.
RIGHT TO RETRACT
The Customer has the right to retract his order without reason in the fourteen days (14) after receiving his order. This date will be determined by the transporter’s receipt signed by the Customer. When this 14 days lapse of time ends on a Saturday, a Sunday or a State holiday, it is automatically prolonged until the next Working day.
To use his right to retract, the Customer must send via email or postal mail, a non-ambiguous declaration, that expresses his will to retract. This declaration must be sent with the information concerning the products and their quantities returned to Carrière Frères as well as the postal address, the order number and if possible, the phone number and the email address of the Customer to the following address:
Carrière Frères – Trudon
23, Rue d'Anjou
75008 Paris
FRANCE
The Customer can, if he wants to, use the Right to retract form at his disposal in the annex to the T&Cs.
Products must be returned 14 days at the latest after delivery.
The return shipping costs will be at the Client’s expense.
RETURN MODALITIES
Every product must be return unused, in its original packaging, unopened and undamaged. Carrière Frères will not reimburse or exchange Products returned by the Customer that do not correspond to the products ordered or that were not ordered on Carrière Frères' Online Boutique.
The return shipping costs are at Carrière Frères' expense, who will send the prepaid UPS or colissimo label to the Customer. The Customer will drop the package off to the nearest UPS Access Point. The Product(s) will be refund as soon as Carrière Frères receives the package.
REIMBURSEMENT
Carrière Frères will reimburse the returned Products, according to the modalities describes, as well as the shipping costs (the return shipping costs are at the Customer’s expense) using the credit card used to order. If only part of the order is returned, the shipping costs will not be refunded.
The refund will take place fourteen (14) days following the date of reception of the returned products or the date at which the Customer shows proof he has returned the Products (the earliest of these dates will be used).
CUSTOMER SERVICES
Products bought from Carrière Frères ’s Online Boutique cannot be exchanged in Carrière Frères stores or any stores selling Carrière Frères Products.
For any reclamation, the Customer must contact us: contact form
LIMITATION OF LIABILITY
Carrière Frères cannot be held responsible if the contract is not executed correctly due to a case of absolute necessity, the Client’s fault or from an unpredictable and insuperable event resulting from a third party to the contract.
GARANTY
NON-CONFORMITY AND HIDDEN DEFECTS
The Customer must verify the conformity of the products he has received with his order. If there is any mistake, the Customer must reach out to Carrière Frères' Customer Service.
Carrière Frères products being what they are, it is impossible to repair them. The Customer will be able to ask for an exchange. Carrière Frères will proceed to the exchange after receiving and examining the product.
If the faulty product has not been returned 30 days after the replacement product has been sent, Carrière Frères reserves the right to withhold the value of the product from the credit card used to buy from Carrière Frères ’s online boutique.
If the exchange is impossible or cannot be put in place within a month after the products’ reception by Carrière Frères, the Customer will be able to ask for reimbursement.
CASES IN WHICH GUARANTY DOES NOT APPLY
If the Customer returns products that do not correspond to the order or that do not come from Carrière Frères ’s online boutique, Carrière Frères will not be obliged to comply with the modalities described.
Can I return purchases made online at a Carrière Frères retailer?
We're sorry, but online purchases may not be returned or exchanged at any Carrière Frères’ retailers. Please refer to the Returns, Refunds & Exchanges section for detailed instructions on how to mail in your return.
My merchandise was damaged when I received it; can I get a shipping refund?
When your order arrives, please inspect carton for damage that may have occurred during shipment. It is normal for shipping carton to show some wears, however, if substantial damage occurred to the item(s) in your shipment, please do not accept the package. Once the package has been returned to us and we have verified the damage, we will organize for a replacement to be sent to you.
Others
I have no found an answer to my question here
We will be happy to answer all your questions via our contact form.
You can also contact us via our online chat, Monday to Friday from 10am to 6pm (excluding public holidays) CET.
We will answer you within 24 to 72 hours.