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  • Help Us Help You

    To help answer any queries or questions you may have about our online store, services and features we offer, we have compiled a comprehensive list of those most frequently asked questions. We hope you will find the answer you require. If not, please email Customer Services at customerservice@diptyque.us or phone us at (212) 684-3140.

  • How can I learn more about the history of diptyque?

    Please visit the Our Story section to learn more about diptyque’s history.

  • Does diptyque operate their own stores?

    diptyque has stores in France, London, Dubai, New York City, and San Francisco.

  • How do I find my nearest diptyque retailer?

    diptyque is carried by retailers throughout the world. Please visit our store locator to find the store location nearest you. General contact information can be found under our contact us section.

  • How do I inquire about Corporate Sales?

    Please complete our Corporate Sales form and submit your inquiry.

  • Can I alter the details in my diptyque online account?

    Before you can place an order at the diptyque online store, you will be asked to create a customer account. You can alter the information you provide at any time by logging into my account. Please see our terms and conditions for details of how we use the information that you provide to set up your diptyque customer account.

  • Which payment methods do you accept on line?

    Payment can be made by Mastercard, Visa and American Express.

  • At what stage is my credit card charged?

    Your credit card will be charged at the point at which your order is shipped. Any products you order that are not immediately available will be shipped to you as soon as they are available and your credit card will be charged at the point of shipment. Postage will be charged only against the first shipment if the order is to the same delivery address.

  • Is it safe to use my credit card on your web site?

    diptyque values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your diptyque account details such as your name, address, email address and purchasing history. Each time you log into your diptyque account to create a new order you must re-enter your credit card details. Please see our terms and conditions for further details.

  • Can I still purchase an item that is out of stock?

    If an item is out of stock you cannot add it to your website order. If you would like to place an order for an item which is out of stock please contact customer services; our team will be able to take a telephone order for you.

  • Will I receive an order acknowledgement via email?

    In order to set up your diptyque customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement via this email address.

  • How long do the candles burn?

    diptyque candles are made to burn longer than most traditional candles. Our candles on average last from 50 to 60 hours with a proper burn.

  • How do I learn how to care for my candle?

    On each candle page there is a section called candle care that contains instructions on how to maintain your candle.

  • Are diptyque candles made in France?

    Yes. Our candles are made in France.

  • How are diptyque candles made?

    Every candle is individually touched by hand and receives white glove treatment. For the complete story on diptyque’s candle making process please review The Art of Candle Making.

  • Where can I purchase diptyque products?

    It is easy to purchase diptyque products online. The online store offers the full line of diptyque products including limited edition or special online only products. Alternatively you can visit one of our diptyque stores or an authorized diptyque retailer. Please visit our store locator to find the store location nearest to you.

  • How can I obtain product samples?

    We offer a complimentary product sample with every order.

  • Why are products discontinued?

    Products will be discontinued if there is a significant decline in demand or to make way for new products. However, we will always be on hand to offer advice or recommendations on replacement or alternative products.

  • What are my delivery options?

    We are pleased to offer you a choice of 3 delivery options within the Continental United States (Ground, Third-Day Select and Next Day Air Service). All shipping charges are calculated by total weight of package and shipping destination. Orders are shipped from the east coast.

    All orders, including Next Day Air Service and Third-Day Select, will ship within 48 business hours. There are no guarantees that an order will ship out the same day.

    Orders delivered to Alaska, Hawaii and United States Territories have different requirements. For details please contact Customer Services. At this time we are unable to ship to P.0 Boxes, A.P.O or F.P.O.

  • Can I ship an order outside the US?

    For further information about shipping orders outside the United States and its territories please contact Customer Services.

  • Will I have to sign for my delivery?

    For security reasons, all parcels must be signed for on receipt. If you will not be at home during normal delivery hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel.

  • Do you deliver to PO Boxes?

    diptyque delivery service requires a signature on delivery, therefore we are unable to deliver to PO Boxes.

  • How can I check the status of my order?

    Once we receive your order, diptyque will email your order number to you. Please quote this order number in all correspondence. You can contact our customer services team at customerservice@diptyque.us with regard to your query.

  • Can I have my order gift wrapped?

    Select gift wrap by checking the appropriate box in our customer checkout and entering a gift message. Each order is wrapped in a signature diptyque gift box and is accompanied with a gift card. At this time we do not offer per item gift wrapping. Should you require separate gift wrapping, please place separate orders.

  • How long does it take to process an order?

    All orders, including Next Day Air Service and Third-Day Select, received before noon EST Monday to Friday (except holidays) will process within 48 business hours. Orders received after noon EST, on weekends or holidays will start to process the next business day.

  • Returns Policy

    diptyque hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within fourteen days of your receipt of goods provided they are in their original, unopened and unused condition.

    Please follow the 4 steps outlined below to return your goods to diptyque:

    step 1.

    Please email our customer services team at customerservice@diptyque.us to obtain a return authorization number (RAN). You will need to provide full details of your customer order number, which is provided in the documentation that arrives with your order, together with details of the items you wish to return.

    step 2.

    Once you have received your RAN, please include it on your shipping label and in a note within the box. You also need to indicate whether you would like a refund, replacement or exchange. Please remember that in order for the return to be processed you must ensure that a note is included with your return package and that the goods are wrapped securely in the same outer packaging in which you received them.

    step 3.

    Please return your package by recorded delivery (retaining your recorded delivery receipt as proof of postage).

    step 4.

    All returned goods will be examined upon receipt as for reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed. During busy periods, please allow a maximum of 30 working days for your refund, replacement or exchange to be processed.

    Your payment for the goods will be refunded by diptyque as soon as possible by the original payment method, no later than 30 working days after we have received the goods. Please note that delivery charges are not refunded.

  • Ownership Of Rights

    All rights, including copyright, in this website are owned by or licensed to diptyque. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. You may not modify, delete, distribute or post anything on this website for any purpose.

  • Eligibility

    In order to make a purchase through the diptyque website or to use some of the services or features made available to you on our website you will be required to register. When you register, you will be required to provide information about yourself including, but not limited to, your name, telephone number and email address, which is true, accurate, current and complete in all respects. Should any of your registration information change in future you are required to amend your personal online account immediately. We may change registration requirements from time to time. Furthermore, when ordering items, you will be required to provide payment details and you represent and warrant that the payment details you provide on ordering are both valid and correct and you confirm that you are the person referred to in the billing information provided.

    The purchase of merchandise through the diptyque website is strictly limited to parties who can lawfully enter into and form contracts on the website in accordance with United States law.

  • Accuracy Of Content

    We have taken great care in the preparation of the content of this website, in particular to ensure that the details, descriptions and prices quoted are correct at the time of publishing. However, we will only accept orders if there are no material errors in the description of the merchandise or its price as advertised on this website. All prices are pretax and exclusive of delivery charges. The total cost of your order is merchandise ordered plus the appropriate sales tax and exclusive of delivery charges as set out in the delivery options section of this website.

    The packaging may vary from that shown. The weights and dimensions are approximate only. We have made every effort to display as accurately as possible the color of the products that appear on the website. However, as the actual colors you see will depend on your personal computer equipment, we cannot guarantee that your monitor's display of any color will accurately reflect the color of the merchandise on delivery. To the extent permitted by applicable law, diptyque disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website. We are not responsible for the content of any off-website pages or any other websites linked to or from this website. Links appearing on this website are for your convenience only and are not an endorsement by us of the content, products, services or suppliers connected therewith. We shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this website, in any off-website or in any linked websites.

  • Availability

    All items are subject to availability. Validly stated prices on our website remain in effect for so long as the merchandise is available or as otherwise stated on our website. We will inform you as soon as possible if the goods you have ordered are not available.

  • Ordering Errors

    You are able to correct errors on your order up to the point at which you click on 'submit order' on the final page of our ordering process.

  • Delivery

    Deliveries can only be made within the continental United States. At this time we are unable to ship to P.O boxes, A.P.O or F.P.O. If you have a question about delivery outside of the United States we will advise you if you call our customer services team on (212) 684-3140.

    We will deliver the merchandise in accordance with the delivery option selected by you. Please view our delivery options for full details. Whenever referred to, working days exclude Saturday, Sunday and holidays. Orders to one address may be delivered in one or more deliveries however you will only incur one delivery charge. If you have specified delivery to more than one address when placing your order there is a separate charge for each destination address. Any delivery timescales are indicative only. Time is not of the essence.

    Upon delivery of the merchandise to you, we will provide you with sufficient information to enable you to exercise your statutory right of cancellation and address any intended cancellation to the correct addressee or to return or exchange your merchandise. For further information please see the returns and the cancellation right sections within these terms and conditions.

  • Acknowledgement And Acceptance Of Your Order

    We will notify you by email as soon as possible to acknowledge receipt of your order and to provide you with an order number. If we are unable to fulfill your order following this acknowledgement, we will contact you by email or telephone advising you of this.

    Our acceptance of your order will take place upon dispatch of the product(s) ordered.

    If you require any information concerning your order please email us at customerservice@diptyque.us quoting your order number. We may not accept your order if an item you have ordered is out of stock, if we have identified a product or pricing error or if we are unable to obtain authorization for your payment. Please note that we reserve the right to reject any offer to purchase by you at any time.

  • Inspection

    You should inspect the merchandise upon receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us upon receipt that there is a problem and/or you return the goods in accordance with our returns policy and procedure. If you fail to take such action, we are not obligated to accept any rejection by you of the merchandise at a later date.

  • Payment

    Payment can be made by any of the following methods: Visa, Mastercard, Discover and American Express. Payment will be debited and cleared from your account at the point at which your order is dispatched. You confirm that the credit or debit card being used is yours. Please note that all credit/debit cardholders are subject to validation checks and authorization by the issuer of the card. If the issuer of your payment card refuses to pay or does not for any reason authorize payment to diptyque, we will not be liable for any delay or non-delivery of merchandise. We retain the legal ownership of all merchandise until full payment has been made by you and received by us and legal ownership of the merchandise will immediately transfer back to us if we refund any payment for the merchandise to you. Risk in the merchandise transfers to you upon delivery.

  • Legally Binding Contract

    Please remember that when we accept your submitted order for merchandise on this website, there will be a legally binding contract.

  • Returns

    diptyque hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within fourteen days of your receipt of goods provided they are in their original, unopened and unused condition. Please view our returns policy and procedure for full details of how to return your goods.

  • Privacy Policy

    diptyque values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. Your visit to our website and your use of any of the services or features we provide is subject to our terms and conditions of which this privacy policy is part. you will be asked to register if you would like to use some of the services and features we offer on our website. In order to register you will have to provide details including your name, address, telephone number and email address. When you register with us your information is stored in 'my account'. You can access 'my account' directly to amend any personal details, for example if you change your address. If you wish to place an order on our website you will also be required to provide credit or debit card details.

    We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. When you give us information, it may be used for:

    i. administration of our site: The information you give us is necessary to enable us to fulfill your order, make sure it is delivered correctly and to maintain your account.

    ii. customer service: We ask for your contact details, such as your email address and telephone number, to enable us to answer any questions you have about using our website and to notify you about the status of your order.

    iii. direct marketing: We want to keep you up to date on our latest products, promotional offers and events. If you have agreed when you registered, we can inform you about these and other services and events we offer by email, mail or telephone. You can also choose when registering to receive such information from other carefully selected companies.

    You will not be sent any unsolicited material unless you indicate that you want to receive details about products, offers and events etc. when you register. We do not provide your personal details to other companies or individuals for their marketing purposes unless you have indicated when you registered that you wish to receive information about other companies products, offers and services. From time to time we retain the services of other carefully selected and monitored companies and individuals to perform functions on our behalf in connection with the successful operation and continuous improvement of this website. Examples of these functions would include the processing of data to process your order and maintain your account including the authorization and validation of credit or debit card transactions, the provision of delivery services, the analysis of data, etc. These companies or individuals may be provided with access to your personal details in order to fulfill their function but may not use such information for any other purpose.

    iv. cookies The diptyque online ordering system uses cookies to record a unique reference on your computer. This means that we can recognize your computer when you access www.diptyqueparis.com and log into your account with your user name and password. We will not use cookies without your prior consent so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your diptyque account. Our cookies do not remember your credit card details. You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which is usually found in the Edit menu.

    v. data protection diptyque is committed to protecting the information we collect from you, which we use to enhance your experience of using our site and to provide you with the merchandise and services you request from us. The above section of our terms & conditions comprises our privacy policy and enables you to understand how we retain and use your personal information. You can at any time change and update the information you have provided by logging into 'my account.'

  • Damage To Your Computer

    diptyque makes every effort to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it won't cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website and screen out anything that may damage it. diptyque will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

  • Limitation Of Liability

    diptyque makes no representations or warranties in connection with this website, whether express or implied, including but not limited to warranties of satisfactory quality, non-infringement or fitness for a particular purpose, except to the extent such warranties are not legally excludable. To the fullest extent permissible diptyque will not be liable for interruption of business; loss or damages of any kind incurred as a result of dealings with or the presence of the website or off-website links; access delays or access interruptions to the website; computer viruses, system failure or any malfunction which may occur in connection with your use of our website; any inaccuracies or omissions or misleading, false or deceptive statements in the content; or, any events beyond diptyque' reasonable control. Furthermore, to the fullest extent permitted by law we will not be liable for any direct, indirect, special, incidental, consequential or other damages of any kind related to your use of the website and in no event shall our maximum aggregate liability exceed one hundred pounds sterling.

  • Exclusions Of Liability

    Any disclaimers and exclusions of liability in these terms & conditions shall not apply to any damages arising from death or personal injury caused by the negligence of diptyque or any of its employees or agents or fraud. These disclaimers and exclusions shall be governed by United States law. If any provisions of these disclaimers and exclusions are deemed to be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

  • Complaints & Submission of Information

    If you wish to contact us to complain about any matter in regard to the merchandise, please email us at customerservice@diptyque.us or write to us at:

    Customer Services
    diptyque
    11 East 26th Street, 6th Fl
    New York, NY
    10010

    We welcome your enquiries or feedback on the merchandise you use or might like to purchase. However, it is our policy to decline any unsolicited suggestions or ideas. Any enquiries, feedback, suggestions, ideas or other information you provide to us ('information') will be treated as non-confidential and non-proprietary. Subject to our privacy policy, by providing us with any such unsolicited information you hereby grant diptyque a non-exclusive and royalty-free right to use, reproduce, modify, adapt, publish, sell, assign, translate, transfer, sub-license, create derivative works from, distribute and display the information in any form, media or technology and whether alone or as part of other works. You also agree that your information may not be returned and we may use your information and any ideas, concepts or know-how contained therein, for any purpose. Furthermore, if you send us any such information you represent and warrant that you own or otherwise are entitled to any and all rights to the information and that your information does not contain or constitute software viruses, commercial solicitation, chain letters, mass mailings or 'spam' in any form. You may not impersonate any person or entity or use any false email address or otherwise mislead diptyque as to the origin of the information submitted and you agree to indemnify diptyque and hold diptyque harmless from and against any claims arising from your claims and/or any third party's claims to any rights in any such information.

  • Intellectual Property

    The trade marks, logos and service marks ('intellectual property') displayed on our website are the registered and unregistered marks of diptyque, our affiliates, our licensors and/or our suppliers in the UK, US and other countries and are protected by United States and international trade mark laws. Except in connection with placing an order for merchandise or as required by applicable law, you may not use, reproduce, duplicate, copy, sell, resell, access, modify or otherwise exploit our intellectual property or that of our suppliers without our or their prior written consent.

  • Non-waiver

    No failure to exercise and no delay on the part of diptyque in exercising any right, remedy, power or privilege of diptyque under these terms & conditions and no course of dealing between us shall be construed or operate as a waiver, nor shall any single or partial exercise of any right, remedy, power or privilege preclude any other or further exercise thereof or the exercise of any other right, remedy, power or privilege on the part of diptyque.

  • Other Legal Notices

    There may be legal notices on other areas of this website which relate to your use of this website, all of which will, together with these terms & conditions govern your use of this website.

  • Changes To Legal Notices

    We reserve the right to change these terms & conditions from time to time and we encourage you to review them as often as possible. Any changes are effective immediately upon posting to the website.

  • Law, Jurisdiction And Language

    This website, any content contained herein and any contracts entered into as a result of usage of this website are governed by United States law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of the United States. All contracts are concluded in the United States.

  • Is it safe to give you my email address?

    In order to make a purchase through the diptyque website you will be required to register. When you register, you will be required to provide information about yourself including your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfillment of your order. We will not send you any unsolicited materials unless you indicated that you wanted to receive more details about merchandise, offers and events etc. when you registered. Any information we collect about you is held with the utmost care and security. Please see our privacy policy for details.

  • Why do you want my name, address, email address, telephone number etc?

    diptyque asks for these details so we can enhance your experience of using our site, provide you with the goods and services you request, enable us to fulfill your order and make sure it is delivered correctly and to contact you in case there is a problem with your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and in-store events.

  • Is it safe to use my credit card on your web site?

    We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your diptyque account details such as your name, address, email address and purchasing history. Each time you log into your diptyque account to create a new order you must re-enter your credit card details. Please see our privacy policy for further details.

  • Do you use cookies on your web site?

    The diptyque online ordering system uses cookies to record a unique reference on your computer. This means that we can recognize your computer when you access www.diptyqueparis.com and log into your account with your user name and password. We will not use cookies without your prior consent so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your diptyque account. Our cookies do not remember your credit card details.

  • Will I be able to use your site if I have disabled cookies in my browser?

    You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which is usually found in the Edit menu.

  • What if I have forgotten my password?

    Simply click on the forgot password link on the register or login page and an email containing your decrypted password will be sent to the email address you originally provided.