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FAQ


How can I learn more about the history of diptyque?

Please visit the About the Maison section to learn more about diptyque's history.


Does diptyque operate their own stores?

diptyque has stores in many countries, visit our Boutiques page for more information.


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. Please note that no VAT exemption will be granted for online orders. We invite you to contact us for any complementary information.


I would like to place a pre-order. What are the accepted payment methods?

If you place a pre-order, you can use any of your usual payment methods.


I just placed a pre-order. When will I receive my products?

All products are shipped at the same time and will be delivered on the date shown on the pre-ordered product page.

Shop Online

Can I alter the details in my diptyque online account?

Before you place an order at the diptyque online store, you will be asked if you want to create a customer account. You can alter the information you provide at any time by logging into your 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 American Express, Mastercard, Visa, Apple Pay and Alipay HK.


At what stage is my credit card charged?

Your credit card will be charged at the point at which your order is shipped, with the exception of orders placed with Alipay HK, for which the amount is debited upon order confirmation. 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.


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.


Will my online purchase count towards my VIP points?

Please note that online purchases are not included in the VIP points collection programme.

Products


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.


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.

Delivery & Gift Wrapping


How long does it take to process an order?

All orders received before 11:00 a.m. HKT Monday to Friday (except holidays) will process within 48 business hours - often the same day. Orders received after 11:00 a.m. HKT, on weekends or holidays will process the next business day. Final delivery will be within 2-5 business days of order.


What are my delivery options?

Please see shipping methods during checkout for full details of the diptyque Paris delivery rates and services.


Can I ship an order outside of HK?

Orders made via the diptyque Paris online store can be delivered to addresses within Hong Kong only.


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.


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.

Return Policy


Cancellation and Returns Policy

We hope that you are happy with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our Terms and Conditions for Product Sales which you can access by clicking here.

Create a Return & Refund request

As you are a consumer you may, in accordance with applicable laws cancel your order and obtain a refund & return within 7 business days upon order arrival.

Please access and complete a Return & Refund Form which can be accessed by clicking here and send the form back to our CS team via email at customercareHK@diptyqueparis.com with subject [Return & Refund].

Pack the returning goods in the original parcel enclosed the printed copy of the completed Return & Refund Form.

Pick up service will be arranged by our Customer Care team upon receiving your request by email at customercarehk@diptyqueparis.com.

Please note that the pick-up service could take 2 to 5 business days. Our courier partner, Kerry Express, would contact you via SMS & phone call to pick up the returning goods.

Please expect that the refund will be completed within 14 business days upon receipt of the returned goods. Refunds (excluding the initial delivery charge) will be made against the original payment method used.

All returned goods will be examined both on the spot during pick-up and in warehouse. All items must be returned unused, with authentic labels and in original packaging. You are responsible for returning the products to us as soon as possible. If the returned goods are not in a re-sellable condition, we may not accept your return and refund.

Refund will not be available if the goods show signs of unreasonable use such as opened packaging. In such circumstances, we will notify you that the refund is not accepted. You can choose to arrange for such goods to be returned to you within 28 days of our notification.

Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised (e.g. by being engraved); or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

If you have any questions, please contact our Customer Care Team on customercareHK@diptyqueparis.com during service hours (Monday to Friday, 10am to 5pm, excluding holidays).

The above cancellation and refund rights are in addition to your statutory rights to return goods which are damaged or faulty, or not what you originally ordered. Further details of these rights are set out in our Terms and Conditions for Product Sales.

Order Tracking


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 customercarehk@diptyqueparis.com with regard to your query.

Candle Care

Here are tips for safely prolonging the life of your candles.


Burn Time

The first time you burn your diptyque candle, allow it to burn for at least two hours, until the whole top is liquid with wax. This will help your candle burn more evenly the next time.
- Standard Candle: May burn up to 60 hours.
- Small Candle: May burn up to 30 hours.
- Colored Candles: May burn up to 90 hours.
- Large Indoor/Outdoor Candle: May burn up to 150 hours.


Trim the Wick

Before lighting your diptyque candle, trim the wick to 3-5mm length. By shortening the wick you allow it to burn more slowly and also avoid unsightly black smoke marks around the edge of the glass.


Realign the Wick

After blowing out your candle, re-center and straighten the wick.

Safety

Never leave a lit candle unattended. This could be a fire risk. Always place your candle on a level, heat resistant, non-flammable surface away from fabric or drapes. Choose an area free from drafts to avoid uneven burning. Do not place your candle on a marble or glass surface. If the bottom of the hot candle glass comes in contact with a cold material, the glass may crack.

Cookie Policy

Cookie Policy

Date of Last Update: October 2020

Welcome to https://www.diptyqueparis.com (the "Site"), a website operated in Hong Kong by Beautiful Tree (Hong Kong) Limited, a limited company incorporated in Hong Kong with company registration number 1087165 and whose registered office is located at Unit 03A-05A,25/f, the Centrium, 60 Wyndham Street, Central Hong Kong ("Diptyque", "we", "us" or "our").

Our Site uses cookies to distinguish you from other Site users. This helps us to provide you with a good experience when you browse our Site; for example, it means that we can recognise your computer when you access the Site and log into your account with your user name and password. The use of cookies also allows us to improve our Site. By continuing to browse the Site, you are agreeing to our use of cookies.

Our Site uses functional, performance, marketing and personalisation cookies. A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive.

We use the following cookies:

  • Strictly necessary cookies. These are cookies that are required for the operation of our Site. They include, for example, cookies that enable you to log into secure areas of our Site or use the shopping cart.
  • Analytical/performance cookies. These allow us to recognise and count the number of visitors and to see how visitors move around our Site when they are using it. This helps us to improve the way our Site works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies. These are used to recognise you when you return to our Site. This enables us to personalise our content for you and remember your preferences.
  • Targeting cookies. These record your visit to our Site, the pages you have visited and the links you have followed. We will use this information to make our Site more relevant to your interests. We may also share this information with third parties for this purpose.
  • Interest-based advertising cookies: You will have noticed, when visiting other websites, that you are shown adverts for products you may wish to buy. Like many businesses, we place adverts for our products on a range of our partners’ websites. However, to try and ensure that the adverts you see are relevant to you, we use cookies to collect information about the types of things that interest you, for example websites you visit and your geographic location. Having these cookies does not increase the number of adverts you will be shown, but simply makes the adverts you see more relevant. In addition, they limit the number of times you see an advertisement, as well as helping us measure the effectiveness of our advertising campaigns.
  • Please note that third parties (including, for example, providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

    You block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies (which is usually found in the 'Edit' menu). If you have disabled JavaScript you will not be able to use this Site. If you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of this Site.

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General Terms and Conditions

Please read our Terms and Conditions page.

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