Questions & Answers

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Frequently asked questions

Assist you

How to easily contact the Terre de Bougies team?

You can easily contact us by post, telephone or e-mail. We are open from Monday to Friday from 9am to 12pm and from 2pm to 5pm.

By e-mail via our contact form (response time varying between 24 and 72 hours).
By telephone: +33 (0)3 89 22 77 65
By post: 1 rue de la clef des champs, 68600 Volgelsheim - Terre de Bougies


What are the different payment methods?

Payment by cheque is no longer accepted. However, you can pay by credit card (CB, Visa, Mastercard, e-card) with Payplug, Bancontact, PayPal or via a money order / transfer.

Find all our payment methods


Do you have a point of sale? Can I collect my order from Terre de Bougies?

You can pick up your order placed on the site at our premises. The order must be validated and paid for on the site with the "Pick up at shop" option as the delivery method. If you do not see this option, you should call us so that we can unblock this delivery method for your account (Option "Other requests" on our telephone reception menu).


Delivery is free of charge to our TERRE-DE-BOUGIES warehouse at 1 rue de la clef des champs, 68600 Volgelsheim.

Your orders are available the next day. An SMS or email will be sent to you to inform you of the availability of your order


Can I change my order or add products?

It is not possible to modify an order. Once your order has been placed, it is automatically registered and processed as soon as possible.


The product I want to order is out of stock, when will it be back online ?

Some very popular products often sell out very quickly.

You can be informed when a product is back in stock when you are logged in to your account, by going to the product page and clicking on "Notify me when the product is available", you will then be notified by e-mail as soon as it is back in stock.


Do you have a sponsorship programme?

Due to abuse, we are currently discontinuing our sponsorship programme. A new system will replace the current programme very soon.


I want to make a particular perfume.

We do not have a loyalty programme as such.

However, we regularly run actions and discounts on our products.
Promotional codes, competitions, partnerships...

To take advantage of this, we invite you to follow us on our various social networks and to subscribe to our newsletter.


Why do some prices go up or down?

Increase in the price of waxes

It has not escaped your attention that the prices of agricultural raw materials (soy, rapeseed, palm, etc.) are rising to levels not seen for several months. Massive purchases by China are the main reason for this surge. The container crisis, the COVID19 crisis, the lack of manpower in the plantations and the export taxes are also supporting the prices.

We try to maintain responsible prices, but variations are to be expected.

Perfume price increases

Our fragrances are made from natural and synthetic extracts. The price is dependent on the raw material and the concentration of the fragrance required. A dosage of 4% is different to a dosage of 15%.


I have a problem with my connection, basket or order! What can I do ?

You have problems logging in, shopping cart or placing an order

If you have placed an order on our old site in the past you may experience the following problems :

  • Unable to log in to your customer account
  • Unable to fill your shopping cart and place an order

To solve these problems you will need to clear your browser history by deleting at least the "Cookies" and "Cache" of your browser.

Below are links to the procedures for each browser:

icone_edge.png You are using Microsoft Edge : Click here to see the procedure
You use Google Chrome : Click here to see the procedure
You are using Safari : Click here to see the procedure
You are using Safari : Click here to see the procedure
You use Opera : Click here to see the procedure

Delivery

How long does it take to process and ship my order?

We do our best to process your order as quickly as possible. We deliver to almost all destinations around the world.

Delivery in 48 to 72 hours in France

We deliver our products to buyers living abroad without exception:

(Zone 1) Belgium, Germany, Luxembourg, Netherlands

Delivery 48/72h to your home - Free shipping from 80€ TTC up to 100kg.
Delivery in Relay Point - Free shipping from 80€ TTC up to 20kg.

Swiss
48/72h Home Delivery - Free shipping from 150€ TTC up to 50kg.

(Zone 2) Spain, Austria, Italy, Portugal, Andorra and all countries in the Europe Zone

Delivery 48/96h at Home - Free shipping from 150€ TTC up to 26kg.

Other countries
French Guiana, Reunion and all overseas departments and territories. États-Unis, Canada, Inde, Australie, Afrique and Asie and others country. For these and other countries, the delivery costs and times will appear at the time of ordering unless an order for your country has already been placed. In this case, please contact us at +33 3 89 22 77 65 .

Delivery times are calculated from the time your order is dispatched. The tracking number of your parcel may take 24 hours to be updated by the carrier, even if your parcel has already been handed over.

More informations


Do you deliver anywhere in the world?

We deliver in France (including Corsica and Monaco) as well as throughout Europe (+ Switzerland and Andorra).

Delivery is also possible to America, Africa, Asia and Australia.

We also cover all the DOM/TOM far and near: Guadeloupe, Reunion, Martinique, Saint Martin, Saint Barthélémy, French Polynesia, French Guyana, New Caledonia, Mayotte, Saint Pierre and Miquelon, Wallis and Futuna, the French Southern and Antarctic Lands, the military postal sectors and Mauritius.


My package is lost or damaged by the carrier, what should I do?

We have a very specific procedure in the event that the delivery time is not respected by more than 3 days (7 days in the case of a registered letter) or in the event of a proven loss of the parcel by the carrier. In this case, please contact our customer service in the upper right-hand corner of the page so that we can contact the carrier. In the case of a proven loss of the package, we will send a second order at our expense.

We do our best to pack your products correctly before shipping. Please check the integrity of the package upon receipt. If it appears to be open or damaged, you must refuse the package or make a written note on the delivery slip. Do not hesitate to contact us for any incident.


The product received is not suitable, how do I return it ?

Each individual customer has a legal retraction period of 14 working days from the date of receipt of your package. During this period and if the product received does not suit you, you can contact our customer service to request an exchange, a credit note or a refund. The product must then be returned with the prior agreement of our customer service.

The costs of returning the product are then at the customer's expense. Upon receipt of the returned package, our customer service department will check the integrity of the product and initiate the exchange, credit or refund procedure.

We insist on the fact that the product must be perfectly new (or very cleanly unpacked) when it is returned for the refund to take place.

Read more.


What delivery methods are available?

You have the possibility to choose the following delivery methods when ordering:

  • Colissimo Point Retrait & à Domicile
  • UPS Standard, Express & Point relais
  • DHL Standard
  • By specialised carrier (large volumes)
  • Collection from our warehouse (68)

More details on our information page on delivery methods and times


Support & Training

Do you offer training courses?

Candle making courses for beginners or professionals

We offer a wide range of training courses, either remotely or at our premises in Alsace.

The courses are aimed at beginners as well as professionals (depending on the objective). The courses last on average between 1h30 and 5 hours. They take place in small groups in order to encourage dialogue and the availability of the professional.

- Techniques for creating scented candles (Waxes, wicks, additives, fragrances)

- Knowledge of waxes (vegetable wax, mineral wax, wick, colouring, fragrance, mould, equipment).

- Techniques for creating moulded candles and melts (type of waxes, choice of wicks, colouring agents, additives).

- Commercial strategies (market evolution, legislation, MSDS & CLP, changes in behaviour).

- Customised assistance.


I am having difficulties with my projects, can you help me?

Of course, our customer service will be happy to answer your questions, but if your request is technical, we offer a personalised service with a video conferencing expert.


I am a candle professional, what are my legal obligations? 

We have written a full article on our blog which we update very regularly.


I want to make a particular perfume.

Whether it is a candle or a diffuser fragrance, we are able to create any fragrance to your specifications.  You will need to send us a sample and tell us the quantity you require (the minimum being 5kg). Please contact our sales team for more information


Are the courses eligible for funding ?

Our training courses cannot be financially covered by the various organisations (e.g. CPF).


Fragrances

Perfume contains phthalate and/or CMR: Is it dangerous?

Phthalate in your candles

Phthalate or more precisely "Diethyl Phthalate" is sometimes present in our formulas. This type of phthalate is not classified as dangerous or risky by current regulations. Diethyl Phthalate is regularly used in the cosmetic world, it is present in lip gloss or eyeliner.

Diethyl phthalate is also found in certain fragrances (it allows a certain fluidity to be obtained in the liquid). Not to be confused with certain phthalates which are banned in France in the toy industry, for example toys "Made in China" often still contain them, so please understand...

Is a perfume without CMR less dangerous?

CMR means (Carcinogenic, Mutagenic and Reprotoxic Substances), the indication of a CMR presence in products is regulated and its display is compulsory according to the thresholds and its category. Our perfumes are concentrates, given the concentration the thresholds are sometimes reached. We start with a threshold of 0.1% to 3.3% for our formulas, which remains low.

As our fragrances are composed on a basis of natural substances, it is therefore quite common to find CMRs in their compositions. The fact is that CMRs often play a role in the olfactory rendering of fragrances and removing them completely would only diminish the quality of the fragrances and their rendering.
Also, when CMRs are listed on the SDS, take into account that this is the proportion on the raw product, i.e. the percentage of CMRs in relation to the total quantity of the perfume and only the perfume. Generally speaking, the dosage in a scented candle is 10% perfume, diluted in 90% wax, which further minimises the level of potentially hazardous substances in your finished product.

Be aware that some organic essential oils release a lot of CMR into the air when heated. Just remember that a natural product does not mean that it is safe!

A perfume containing CMRs is slightly more "dangerous" but does not pose a significant threat to your health.


Can we receive perfume samples?

We do not provide samples. The smallest packaging is 30ml.


Can candle fragrances be used in cosmetics, soaps or household products?

It is perfectly possible to perfume your cosmetics, soaps or homemade household products with all our scented oils for candles.

We invite you to consult the technical data sheets, in particular the cosmetic certificate which can be downloaded from each perfume product sheet, to find out the recommended dosages.


Is your perfume natural or synthetic?

Like the cosmetic perfumes of the major brands, our quality fragrances are developed from often noble, natural and/or synthetic raw materials. The job of the nose is a true art combining creativity and chemistry. You should know that our perfumers have an average of 4500 raw materials at their disposal and that the olfactory possibilities offered to them are almost unlimited...

 


Why are there labels and logos on your fragrances?

We sell professional perfume concentrates, which are produced exclusively in France and therefore comply with the CLP (Classification, Labelling and Packaging of Chemicals and their mixtures) standards. These logos and mentions can be found on many products, even the labelling of your dishwasher soap. This is a legal obligation that we scrupulously respect.

See our safety and cosmetic data sheets at the bottom of the page.
If you have any questions, we are at your disposal


How do I keep my fragrance?

A perfume should be stored in a dark place and at room temperature (20°C).
Under these conditions you can keep your oil for a maximum of 24 months.
If the perfume crystallizes, it should simply be heated to 30°C maximum.



I often order a perfume, but this one seems to have a different shade now, why?

Our fragrances are made from natural raw materials

For example, jasmine oil can have a different hue depending on the geography of the harvest and the season. This is the difference between a natural perfume with synthetic processes and a 100% synthetic perfume...


Wax

What is the difference between professional and ready-to-use soy wax for your container candles?

Soy wax for scented candles in unique containers

C3 Professional Soy Wax is a 100% soy wax that requires the addition of additives such as stearin and others for optimal performance.

The 4130 ready-to-use soy wax is a formulated wax that is ready to be used directly and does not require the addition of any special additives for optimal results.


What is the difference between container wax and moulded candle wax?

Container candle wax is wax that is poured into containers (glass, metal, etc.) and burns in the container, whereas moulded candle wax is wax that is poured into a mould (silicone, polycarbonate, glass, etc.) and then removed from the mould to be burned.

Container candle wax will adhere to the walls of the container, whereas moulded candle wax will create a slight shrinkage to allow it to be removed from the mould, and can also be used to make scented fondant.


Can soy waxes for candles in containers be used to make scented melts ?

Soy wax in containers (C3 & 4130) is not suitable for creating scented melts

The professional and ready-to-use soy wax for container candles is not suitable for the creation of scented melts.

We recommend the use of a wax for moulded candles & scented melts (4120 & Colza).


Dyes

What use for natural micas ?

Natural mica powder for colouring your creations or cosmetics

Micas are mainly suitable for colouring scented fondants, home cosmetics and of course soaps.

However, we do not recommend the use of micas in candles. Indeed, mica is a colouring powder which risks saturating the wick and preventing its proper functioning.


What are the differences between pigments and dyes?

Dyes & pigments for your candle creations

Pigments are used to colour the outside of a moulded candle, much like a varnish.
The dyes in grains/flakes allow to tint the wax of the candle completely, it is a soluble dye for vegetable and mineral waxes.


Why use liquid dyes in my candles?

Liquid dyes for easy mixing with mineral or vegetable waxes

Liquid candle dyes can also be used with mineral or vegetable waxes.
The dosage is more precise and the colours can be mixed together very easily.


You don't find the answer to your question? Contact us

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Carrier < 30 kg France Europe International
Colissimo logo 48 à 72 hours 3 to 5 days 1 to 2 weeks
Options: at home, relay merchant, post
DPD logo 24 à 48 hours 2 to 3 days -
Options: shipped at home, relay
Chronopost logo 24 à 48 hours
1 to 2 days -
Options: shipped at home, relay
UPS logo - 1 to 2 days 1 week

If you want to know more and know our prices outside Metropolitan France, click here