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FREQUENTLY ASKED QUESTIONS

How can I learn more about the history of alchimiste d'oud sauvage?


Please visit the The Brand section to learn more about our story.




Does alchimiste d'oud sauvage operate their own stores?


alchimiste d'oud sauvage studio is based in Barcelona and only operates online.




Which payment methods do you accept on line?


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




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


alchimiste d'oud sauvage 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 account details such as your name, address, email address and purchasing history. Each time you log into your 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.




How do I place an online order?


You must choose the products you want and place them in his shopping basket. At any moment, you can remove products from your shopping cart, using the icon ‘Shopping basket’ in the right hand corner of the page. Using this same button, you must verify his order. At this stage of the order, you can check your order and correct eventual errors. On this page, you can also obtain an estimation of your shipping costs by indicating the country and state of delivery. You must then click on ‘Proceed to checkout’. You can checkout as guest or sign into your account and pay. If it is your first order, you will have the possibility to create an account by filling in a registration form. To finalize the order, you must confirm both shipping and billing addresses or indicate them. If you have decided to checkout as a guest, he must also fill in his credit card information. If the Customer already has an account, this information will be imported automatically (if he/she is connected to his/her account). Once payment is confirmed, the Customer will immediately receive a confirmation e-mail. The Customer formally accepts that alchimiste d'oud sauvage will use an email to confirm the contents of his order.




Can I modify an order?


You cannot modify an order once it has been shipped.




Will I receive an order acknowledgement via email?


In order to set up your alchimiste d'oud sauvage 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?


alchimiste d'oud sauvage container 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 your candles made in Spain?


Yes. Our candles are made in Spain.




How can I obtain product samples?


We offer a complimentary product sample with every order.




Where can I purchase alchimiste d'oud sauvage products?


It is easy to purchase our products online. The online store offers the full line of products including limited edition or seasonal only products. Alternatively you can visit our authorized retailers on Amazon Handmade and Etsy stores.




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 1-4 weeks of order.




What are my delivery options?


Please see shipping methods during checkout for full details of our delivery rates and services.




Do you deliver to PO Boxes?


Our 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 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


Cancellation and Returns Policy Our team @ alchimiste d'oud sauvage 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 general Terms and Conditions for Product Sales. Please follow the 4 steps outlined below to exercise your cancellation rights and return your goods to us. STEP 1 As you are a consumer you may cancel your order within 14 days from delivery and obtain a refund (scented wax refills excluded). We will refund the costs of your returning the goods to us. Please contact our Customer Services team by email at info@alchimiste.eu to receive your return postage label. Please note that the return postage label is to be used within 24h. You can also e-mail us at or contact our Customer Services by chat, telephone or by post. STEP 2 Post the goods to be returned, with the Cancellation Form enclosed, to the following address: alchimiste d'oud sauvage, Calle Joaquin Costa 9, ent. primero, Barcelona 08001 Spain. 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 goods returned are not in a re-sellable condition, we may not accept your return. 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. Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier used. STEP 3 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 may be available or 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
- made to your specification or
- which have been clearly personalised (eg 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. STEP 4 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 us 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 14 working days of delivery to you or your notifying us of cancellation). 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 general Terms and Conditions for Product Sales.




CANDLE CARE


Here are tips for safely prolonging the life of your candles.
Burn Time The first time you burn your 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.
Trim the Wick Before lighting your candle, trim the wick to half centimeter 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.





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COMPLIMENTARY DELIVERY OVER  100€

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LUXURY SAMPLES WITH EVERY ORDER

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COMPLIMENTARY GIFT WRAPPING

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WEDDING FAVOURS EXPERTS