Questions & Answers
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Frequently asked questions
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 4.30pm.
By e-mail via our contact form (response time varying between 24 and 72 hours).
By phone: +33 (0)3 89 22 77 65
By post: 1 rue de la clef des champs, 68600 Volgelsheim - Terre de Bougies
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.
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
It is not possible to modify an order. Once your order has been placed, it is automatically registered and processed as soon as possible.
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.
Due to abuse, we are currently discontinuing our sponsorship programme. A new system will replace the current programme very soon.
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.
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%.
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:
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You are using Microsoft Edge : Click here to see the procedure |
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You use Google Chrome : Click here to see the procedure |
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You are using Safari : Click here to see the procedure |
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You are using Safari : Click here to see the procedure |
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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.
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.
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.
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.
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
Is a fragrance without CMR less dangerous?
CMR stands for (Carcinogenic, Mutagenic and Reprotoxic Substances), the indication of a presence of CMR in products is regulated and its display is mandatory based on thresholds and its category. Our fragrances are concentrates, due to the concentration, the thresholds are sometimes reached. We start from a threshold of 0.1% to 3.3% for our formulas, which remains low.
Given that our fragrances are composed on a base of natural substances, it is not uncommon to find CMR in their compositions. CMRs often play a role in the olfactory rendering of certain fragrances and completely removing them would only diminish the quality of the fragrances and their rendering.
Also, when CMRs appear on the Safety Data Sheets, take into account that this is the proportion of the raw product, i.e. the percentage of CMR in relation to the total quantity of the fragrance and it alone. Generally, the dosage in a scented candle is 10% fragrance, diluted in 90% wax, which further minimizes the risk of any potential substances in your finished product.
It can also be found in pool chlorine or in barbecued meat.
Note that some organic essential oils emit a lot of CMRs into the air when heated. Simply remember that a natural product does not mean it is safe!
It must be taken into consideration that a fragrance contains CMRs but this does not significantly threaten your health.
Phthalates in your scents
Phthalates, or more specifically "Diethyl Phthalate", may sometimes be present in our formulas. This type of phthalate is not considered dangerous or at risk by current regulations. "Diethyl Phthalate" is regularly used in the cosmetics industry, and can be found in lip gloss or eye liners.
It is also Diethyl phthalate that is found in some fragrances (it allows for some fluidity in the liquid). Not to be confused with some phthalates that are banned in France in the toy industry, for example, toys "Made in China" often still contain them, so be aware...
Vanillin in fragrances
Vanillin is a delicious aromatic substance that can be found in vanilla pods or produced synthetically to imitate the taste of natural vanilla. It is a highly appreciated ingredient for enhancing the flavors of various products, such as perfumes.
It is important to know that vanillin is the most widely used flavor in the world, with an annual production of up to 15,000 tons. You can find it in many delicious foods, such as ice cream, yogurt, cookies and candies, and even in some medications.
We do not provide samples. The smallest packaging is 30ml.
It is entirely possible to scent your cosmetics, solid soaps or homemade household products with all of our scented candle oils. Liquid soaps have specific fragrances.
The difference between the fragrances for liquid soaps and other fragrances is the support on which they are created.
- Scented candle oils are, as the name suggests, on an oily support.
- The fragrances for liquid soaps are on an aqueous support, they are adapted to liquid soap and allow for better dissolution in the liquid soap base.
We invite you to consult the technical sheets, including the downloadable cosmetic certificate in each product sheet of the fragrances to know the recommended dosages.
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...
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
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.
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...
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
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.
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.
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).
Bekro 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.
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.
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.
We have written a full article on our blog which we update very regularly.
We categorize the main types of candles into 3 distinct categories:
Container-Poured Candles
Your preparation is poured into heat-resistant glasses/containers:
- Handmade scented candles
- Heat plate candles
- Massage candles
Molded Candles
Molded candles are obtained after demolding a mixture in a mold:
- Pillar and votive candles
- Heat plate candles
- Screen candles
- Tapers
Dipped Candles
Dipped candles are obtained after immersion in wax baskets:
- Carved candles
- Taper candles obtained by dipping
If you would like more details, please see our complete guide to candles.
To start, we recommend that you inform yourself about the different components of a candle as well as the essential equipment you will need by visiting the different components of a candle and the essential equipment. You can also read our glossary to know all the basic terms and better understand our different guides that you will have to read later.
The primary components of a candle
The basic components:
- Wax is the main and most important ingredient. There are different types of waxes suitable for the desired creation: mineral, vegetable or animal wax.
- It is also necessary to choose your wick which can be made of cotton or wood. The length and size of the wicks can vary depending on the type of candle desired.
- It is also essential to select a suitable container or mold according to the type of creation you are considering!
The secondary components
These include:
- The fragrance that will be the very identity of your candle!
- Additives for wax or fragrance to improve the performance or effectiveness of these raw materials.
- Colors and decorations. Be careful, mica is not recommended even if its use remains possible in certain creations.
- Accessories and machines to speed up your production yield or improve its quality.
The essential accessories
Here are the essential accessories:
- Thermometer: Knowing the temperature of your wax or mixture is crucial.
- Dosing containers: As in cooking, a successful recipe is one where the dosages are strictly respected.
- Wick centering: As outlined in our guide to wicks, an off-center wick creates many problems!
- Stick wax: This is very useful in order to properly fix your wick in your container.
- Double boiler: If you do not have any melting equipment, this is the minimum to have!
It is difficult at first to know which wick to use for your creation. It depends on the type of candle, the wax used, and the diameter of your container.
The chosen wick can affect the combustion, pooling, and aroma diffusion of your candle. Consult our guide to help you choose the right wick.
It is important to know that:
- A weak wick can cause cratering in the candle.
- An over-powered wick can produce an intense flame with excessive consumption.
- A well-suited wick should melt the wax evenly across the diameter with a pool height of 10mm.
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.
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.
Our training courses cannot be financially covered by the various organisations (e.g. CPF).
You don't find the answer to your question? Contact us
| Carrier < 30 kg | France | Europe | International |
|---|---|---|---|
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48 à 72 hours | 3 to 5 days | 1 to 2 weeks |
| Options: at home, relay merchant, post | |||
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24 à 48 hours | 2 to 3 days | - |
| Options: shipped at home, relay | |||
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24 à 48 hours |
1 to 2 days | - |
| Options: shipped at home, relay | |||
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- | 1 to 2 days | 1 week |
If you want to know more and know our prices outside Metropolitan France, click here