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FREQUENTLY ASKED QUESTIONS COVID-19 

 

Are all of your boutiques now open?

Our London boutiques are now reopen. Changes to opening hours will be regularly updated on our website. The team will be in store advise you from Monday to Sunday, opening hours may vary per location so please check our store locator page in advance. Measures are in place to observe the recommended social distancing and hygiene guidelines which we kindly ask you to respect. In other countries, diptyque boutiques opening hours remain subject to local regulations and government guidelines. Our department store locations are also being operated in accordance to the respective store opening hours and guidelines.

What new health and safety measures are in place in your boutiques?

diptyque teams are equipped and prepared to welcome you in compliance with the recommended guidelines essential to your safety. Our sales teams have been specifically trained to advise and serve you with minimum contact.

The following measures will be applied :

  • Client numbers in store limited to 1 to 2 people at a time per shop, depending on its size, to allow for social distancing.
  • Regular cleaning and disinfection of surfaces and testers. Wearing of masks and regular hand washing by all staff members.
  • Screens at payment points to allow for protection where social distancing can’t be observed.
  • Cashless payments favored to maintain low contact.
  • Clients are kindly asked to not touch or pick up products, please ask a member of staff to present products maintain low contact.

We recommend that you wear a mask the next time you visit a boutique, for your protection and that of our teams.

I don't want to go to a boutique, how can I get your products?

If you do not wish to travel at this time, we offer a new advice and sales service via telephone in each of our boutiques during opening hours. Orders placed over the telephone can be dispatched to your home or prepared for you to pick up in store. Please speak to a member of staff for more details.

diptyque products are also available on the diptyqueparis.com website and the websites of official retail partners.

How can I get hold of your products?

diptyque products are available on the diptyqueparis.com website and on the websites of authorised partner retail shops.


Is home delivery still possible?

Home delivery is available on telephone orders, please contact your boutique for more details. Home delivery is also still in place for all online orders. The situation may change depending on the decisions taken by local governments.


What are the temporary delivery times and process?

Orders placed via telephone can be delivered as soon as same day within London, or next day within rest of UK. Please contact your boutique for more details. For orders placed online, in light of the reduced workforces of our logistic partners, standard home delivery (usually 2 to 5 days) is exceptionally available within 3 to 8 working days depending on your place of residence.


How can I return a product?

To return an item purchased from one of our boutiques, please visit the store with proof of purchase. You have an exceptional 60-day return period (instead of 30) after purchase. For information on the returns procedure for items purchased online, please go to the Delivery and Returns section. Given the current situation, the return period has exceptionally been extended to 60 days (instead of 30) after receipt of your order. If you are unable to return your products we recommend keeping your products in their cellophane wrapping and contacting Customer Services once postal services are back to normal operations.


How can I exchange a product?

To exchange an item purchased from one of our boutiques, please visit the store where you can exchange unopened products. If you cannot visit a store, please read our advice on returning a product. Exchanges cannot be made online (with the exception of damaged or defective products, in which case please contact Customer Services).


I recently received a gift: how can I return or exchange it?

If the purchaser of your gift has ordered it on the diptyqueparis.com site, please read our advice on returning a product with a valid proof of purchase. If your gift was purchased in a retail store, we kindly ask you to await the reopening of our boutiques and to keep the proof of purchase should you still have it. Once our boutiques reopen, please visit our Store Locator for contact details. Please kindly note, you can only exchange or return an intact product (in good condition and unopened – in its cellophane wrapping) in the country of its purchase.


I have placed an online order and wish to modify the delivery address: how can I do this?

If your order has not yet been shipped, you can modify your delivery address by contacting Customer Services. If you will not be available to receive the parcel, it will be returned to us and a refund will be issued within 14 days after receipt of the return.


How can I collect my birthday gift awaiting me in store?

Given the current situation and if you have received an email from us, please visit one of our diptyque stores once they reopen. We will honour the gift even if the time limit has elapsed.


When will the diptyque stores reopen?

Our stores are now open. 

 

What hygiene measures are implemented during the delivery process?

Our logistics providers comply with the WHO guidelines to ensure the protection of our employees and customers.


I have purchased or received an olfactory consultation that I cannot attend: what should I do?

The voucher is valid for one year. Please contact our stores once they reopen to make an appointment with your fragrance expert.


I have a gift card issued in store: can I use it on the website?

A gift card cannot be used as payment on our website diptyqueparis.com. Gift cards can be used in our boutiques. 

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