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. 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, except PayPal.
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.
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, American Express, Paypal, Klarna, WeChat Pay and Apple Pay.
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.
Delivery & Gift Wrapping
How long does it take to process an order?
All orders received before 11:00 a.m. BST Monday to Friday (except holidays) will process within 24 business hours - often the same day. Orders received after 11:00 a.m. BST, 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 the UK?
Orders made via the diptyque Paris online store can be delivered to addresses within the UK.
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.
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.
Please follow the 3 steps outlined below to exercise your cancellation rights and return your goods to Diptyque:
As you are a consumer you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund within 45 days from delivery. Pack your items securely with the Return Form in the package. Download a pre-paid shipping label from the diptyque Royal Mail Tracked Returns Portal, attach the label and drop off at the nearest post office. Please ensure that you obtain a proof of postage when you do post your package, as we do not accept responsibility for items which are lost in transit. For more information please see our Delivery & Returns page.
All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use such as opened packaging. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 45 days of our notification.
Your right to return goods does not apply to goods
- made to your specification; or
- which have been clearly personalised (e.g. by being engraved); or
- which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or
- 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.
Your refund for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) will be refunded by Diptyque as soon as possible by the original payment method, no later than 14 days after we have received the goods (provided that you have returned the goods to us within 45 working days of delivery to you or your notifying us of cancellation).
If you have any questions or for more information, we invite you to contact us at +44(0)800 840 0010 or firstname.lastname@example.org (Monday to Friday: 9 am - 6 pm, and Saturday: 9 am – 4 pm (excluding public holidays)).
The above cancellation and refund rights are in addition to your statutory rights (under the Consumer Rights Act 2015) 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.
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 email@example.com with regard to your query.
Here are tips for safely prolonging the life of your candles.
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 1/4-inch 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.
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.
Date of Last Update: March 2018
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