You have a question ?

You can easily contact us by e-mail, telephone or post. We are open Monday to Friday from 08:30 to 12:00 and from 14:00 to 16:30.

- By e-mail using our contact form
- By telephone: +33 3 89 22 77 65
- By post: 1 rue de la clef des champs, 68600 Volgelsheim - In the name of LAB

At Terre de Bougies, our philosophy is simple: we offer you the most competitive prices, whatever your status, with a common customer account for all statuses.

Our loyalty scheme adds exclusive benefits based on the amount spent over the last 12 months such as priority support and permanent discounts.

If you are looking for additional discounts and larger quantities of raw materials, please contact us for a quote from our sales department. We will provide you with a tailor-made offer.

We have offers for our entire range of fragrances, but also for candle raw materials and wax melts.

Here are the minimum qualifying quantities:

- Waxes: minimum of 450 kg per reference and per order.
- Fragrances de Grasse: minimum of 10 kg per reference and per order.
- Moulds and Containers: minimum of 500 pieces.
- Wicks: minimum of 2500 units per reference and per order.
- Dyes: minimum of 2 kg per reference and per order.

Please note that these minimum quantities may vary depending on the products and references you choose.

For more detailed information, please contact our sales department on +33 3 89 22 77 65 or by e-mail.

Finally, you can continue to obtain discontinued fragrances or get a customised fragrance from a minimum order of 10 kg.

To redeem your loyalty reward, go to your Club space on our website, then to the "my rewards" tab. Choose the reward you want or redeem your points, then pick up your personalised promo code.

There are two types of discount

- a discount on the total amount of the order, by value or percentage
- an offer valid on specific products

If your reward applies to products, add the eligible items to your basket in accordance with the terms and conditions of the offer. If it applies to the order, simply make sure you comply with any conditions, such as a minimum amount.

At checkout, enter your code in the "Discount code or gift card" field to apply your benefit.

Please note that the validity of the code depends on its expiry date and available stocks, and a limited number of codes can be used per order.

Some very popular products often sell out very quickly. It can also happen that certain products are out of stock with the supplier. You can be informed when a product is back in stock when you are logged in to your account, by going to the product sheet and clicking on "Notify me when the product is available". You will then be notified by e-mail as soon as the product is back in stock.

You can pay by credit card (CB, Visa, Mastercard), PayPal, Apple Pay, Google Pay, Shop Pay or by bank transfer for local authorities. You can pay in instalments or in D+30 with Klarna and Alma, available in different countries. More details on our payment methods page.

You can choose from the following delivery methods when placing your order:

- Colissimo Point Retrait & Home delivery
- UPS Standard, Express & Point relais
- DHL Standard
- DPD Predict
- By specialised carrier (large volumes)
- Collection from our depot (68)

More details on our information page on delivery methods and times.

We do our utmost to process your order as quickly as possible. We deliver to almost every destination in the world.

We aim to hand over your parcel to the carrier the next day for all orders placed before midnight (except during busy periods). Your order will be delivered within 48 to 72 hours.

An express service is available for all orders validated with UPS Express before 12 noon for certain countries only, same day parcel departure, 24/48 hour delivery.

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

The free delivery threshold applies mainly to the first eligible delivery method (usually a relay point), but it may also vary depending on the weight of the parcel, the availability of the carrier and certain specific products.

Our premises are located in Volgelsheim in Alsace (68600), but we don't have a physical shop. We only operate via our website. It is therefore impossible to order on site.

You can, however, collect your order from our premises. The order must be validated and paid for on the site, with the "Collection from shop" option as the delivery method.

If you do not see this option, please contact us so that we can unblock this delivery method for your account.

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

Your orders are available the next day. A text message or email will be sent to you to let you know when your order is available. We are open from Monday to Friday from 8.30am to 12pm and from 2pm to 4.30pm.

We have a very specific procedure in the event of failure to meet delivery deadlines by more than 3 days (7 days in the case of a recorded delivery letter) or in the event of proven loss of the parcel by the carrier.

In this case, please contact our customer service department so that we can contact the carrier to trace the package. In the event of a proven loss of the parcel, we will send a second order at our expense.

We do our best to pack your products correctly before dispatch. Please check the integrity of the parcel on receipt. If it appears to be open or damaged, you must refuse the parcel or make written reservations on the deliveryman's delivery note.

Orders cannot be modified. Once an order has been placed, it is automatically recorded and processed as quickly as possible. You can always return the products in your order within 30 days in accordance with our terms and conditions, which are available in our general terms and conditions of sale.

To make a return, please contact us by e-mail to inform us of your request. A return link will then be sent to you. It is essential to contact us before sending any goods, as any returns made without prior contact will be refused. You have 30 days after receipt to inform us of any problem with your order.

We will only cover the cost of returns in the event of an error on our part, particularly in the event of a preparation or ordering error. If the return is at the customer's initiative, the shipping costs remain at the customer's expense.

Simply create an account on our site or log in if you already have one. You will automatically be associated with all our programmes without delay.

Points generated by purchases made without logging into an account cannot be credited retroactively.

There are two ways to collect loyalty points:

1. By making purchases
Each purchase earns you points: €1 spent = 10 points.

2. By carrying out missions
Certain actions also earn you extra points.

Some missions are permanent:

- Enter your birthday
- Subscribe to our newsletter
- Post a product review

Other missions are occasional and change according to the season:

- Share your seasonal creations with us.

These missions are regularly renewed so that you can earn even more points throughout the year!

Find your available rewards by accessing the loyalty club space in the "My rewards" tab.

- Go to the "How to use your points" tab in the loyalty club area.
- Select the reward you want (discount codes, choice of fragrances, waxes, accessories, etc.) and exchange your points for it.

For "choice" rewards, you do not choose the product at this stage. You will then get a promotional code.
- Add the item(s) you wish to reward to your basket, respecting the eligibility conditions indicated on each offer. For discounts, simply comply with the minimum purchase conditions.
- Apply the promo code obtained at the checkout stage.

Tier rewards in particular are available here. You can also activate notifications in your loyalty area.

Please note: a reward redeemed or earned cannot be cancelled or refunded.

Points and order amounts are credited automatically after 30 days.

Each level reached remains valid for 1 year. When you reach a new higher level, a new year of validity begins automatically. Every year, we analyse your purchases over the last 12 months to confirm your current status, help you progress or adjust your level.

More information on our dedicated page.

Most rewards and points do not have a fixed expiry date. If a specific offer has a limit, we will inform you.

Referral codes and birthday codes are valid for 30 days from receipt.

Points are not refundable. The application of certain codes depends on the availability of the products concerned by the reward.

Rewards obtained remain applicable even if you have changed tier since they were obtained.

PRO status is automatically awarded on the basis of the total amount of your purchases over the last 12 months (excluding delivery charges).

There are three levels of PRO status:

- PRO Premium: from €1,500 spent (excluding delivery charges) over the last 12 months
- PRO Elite: from €5,000 spent (excluding delivery costs) over the last 12 months
- PRO VIP: from €8,000 spent (excluding delivery costs) over the last 12 months

Some assignments require manual validation by our team or are reserved for our best customers.

Each product test may also include specific selection criteria (customer profile, type of business, experience with certain products, etc.).

An email will be sent to you to let you know whether or not you have been selected.

To be able to sponsor a friend, you must have placed at least one order.

The number of referrals is limited per period, even if you have several accounts.

Sponsorship rewards :

- For your friend: €10 free on purchases of €40 or more
- For you (the referrer): €10 free for every €60 spent

Vouchers are valid for 30 days from the date of issue.