Question 1

Where can I find your products?

Accepted Answer

On our website, in select locations (see section: boutiques), as well as during special events. To stay informed about our upcoming events, sign up for our newsletter.

Question 2

I would like to receive samples.

Accepted Answer

We do not send samples upon request. However, you can come and discover our products and enjoy the pleasure of smelling them during events where we showcase our products. To find out more, subscribe to our newsletter, and we will keep you informed.

Question 3

How long do the candles last?

Accepted Answer

Burning time of your candle: 
Classic Candle (170g): 45 to 50 hours

However, these burning times may vary depending on usage conditions.

Do not exceed 3 consecutive hours of burning for safety reasons.

Question 4

How do I maintain my candle?

Accepted Answer

We recommend you to burn your candle according to the instructions of use explained on the label stuck under the candle. You can also find these instructions on our website.

Question 5

My candle doesn't burn straight.

Accepted Answer

Our candles must be burned following the usage instructions on the label attached under the candle. These guidelines will ensure optimal use of your candle.
If your wick has become off-center, extinguish the flame, pinch the non-burning wick between your fingers, and pull it toward the center. This should be done delicately and when the surface wax is still melted. Repeat this process with each burning until your wick is centered again.
We conduct meticulous and systematic quality controls to ensure the quality of all our products.
Despite these precautions, if one of our products does not fully satisfy you, please send us the following information via our contact form so that we can address your request:
Your order number,
The reference number of your product, located on the label under the coaster or under this label. In the latter case, remove the bottom label to read the batch number.
Photos of your product.

Question 6

My candle doesn't diffuse enough.

Accepted Answer

Our candles must be burned following the instructions provided on the label attached under the candle. These guidelines ensure optimal use of your candle.
To allow the fragrance of a candle to express itself to the fullest, the entire surface of the candle must be melted. We conduct meticulous and systematic quality controls to guarantee the quality of all our products. Despite these precautions, if any of our products do not fully satisfy you, we invite you to send us the following information via our contact form so that we can address your request:
Your order number,
The reference number of your product, located on the transparent medallion on the bottom of your candle,
Photos of your product.

Question 7

Where are Histoire de Provence candles made?

Accepted Answer

Histoire de Provence candles are all made in our workshop near Grasse.

Question 8

Why are some candles no longer produced?

Accepted Answer

Our candles are produced in limited editions. However, we reissue some highly demanded fragrances. If one of your favorite products has been discontinued, we are here to advise you on our ranges and products so that you can possibly find satisfaction again, or if there is enough demand, consider restarting production.

Question 9

What types of waxes are used for your candles?

Accepted Answer

We use an optimal blend of vegetable and mineral wax.

Question 10

I broke the glass of my candle. How can I purchase a replacement glass?

Accepted Answer

Please contact us through our contact form.

Question 11

I would like to receive a promotional code

Accepted Answer

Any promotional offers will be announced in our newsletters. Sign up now. If you have not received a code from us, there is no applicable offer. Promotional offers are not available on request.

Question 12

Can I use my credit card safely on your website?

Accepted Answer

A secure payment system is in place on the online shop Histoire de Provence. Payments are made on an external platform through a payment provider - Hipay - offering measures 3D Secure.

Question 13

Can I modify my order?

Accepted Answer

Once the order is paid and registered, it is no longer possible to modify or cancel it. All exchanges and returns are free. For more information, please refer to our general terms and conditions of sale.

Question 14

Which credit/debit cards do you accept?

Accepted Answer

We accept Visa and Master Card.

Question 15

I did not receive the confirmation email.

Accepted Answer

If your order has been successfully processed, you will receive a confirmation email shortly with your order number. It is possible that the confirmation email is automatically sorted into your 'Spam' or 'Junk' folder. Please check there.
If not, you can contact us through our contact form, and we will resend the email to you.

Question 16

How can I obtain my invoice?

Accepted Answer

You can view and download your invoice at any time by logging into your personal account, under the section 'My account' - 'My orders'. Click on 'view order' and then 'print invoice'.
If you encounter any difficulties, we invite you to send us your request via our contact form. We will respond to it as soon as possible.

Question 17

Can I use more than one payment method?

Accepted Answer

Only one credit card may be used per order.

Question 18

What should I do if the product is out of stock?

Accepted Answer

Our candles are produced in limited editions. However, please do not hesitate to contact us at any time to check product availability via our contact form.

Question 19

How long is the delivery time?

Accepted Answer

Refer to the Delivery section.

Question 20

I still haven't received my products

Accepted Answer

We would like to thank you for your order and invite you to follow the status of your delivery using the tracking number indicated in your order confirmation and then on the website of the chosen carrier.
 
If you are unable to obtain the information you require, please contact us using our contact form.

Question 21

It has been 3/4/5 days since I placed my order, and I still haven't received anything.

Accepted Answer

We guarantee a delivery time of seven working days from the order confirmation. Furthermore, with the UPS or Colissimo tracking number provided in your confirmation email, you can track the progress of your order in real time: Colissimo or UPS. Feel free to contact us through our contact form if you have not received your order within the 7-day period.

Question 22

My order was damaged when I received it. Can I get a refund?

Accepted Answer

When your order is delivered, please check with the carrier that the product is in good condition and has not been damaged during transport. It is normal for the shipping box to show signs of wear; however, if the package has visible damage during transport that raises concerns, you should not accept the package and return it immediately to the carrier.

Question 23

I have a question that has not been asked here. How can I contact you?

Accepted Answer

We would be delighted to answer all your questions via our contact form. You can also reach us through our live chat, Monday to Friday from 9:30 AM to 1:00 PM and from 2:00 PM to 6:00 PM (excluding holidays). We will respond within 24 to 72 hours.

Acquire your unique ARTISTIC masterpiece

HISTOIRE DE PROVENCE

Foire aux questions

Where can I find your products?

I would like to receive samples.

How long do the candles last?

How do I maintain my candle?

My candle doesn't burn straight.

My candle doesn't diffuse enough.

Where are Histoire de Provence candles made?

Why are some candles no longer produced?

What types of waxes are used for your candles?

I broke the glass of my candle. How can I purchase a replacement glass?

I would like to receive a promotional code

Can I use my credit card safely on your website?

Can I modify my order?

Which credit/debit cards do you accept?

I did not receive the confirmation email.

How can I obtain my invoice?

Can I use more than one payment method?

What should I do if the product is out of stock?

How long is the delivery time?

I still haven't received my products

It has been 3/4/5 days since I placed my order, and I still haven't received anything.

My order was damaged when I received it. Can I get a refund?

I have a question that has not been asked here. How can I contact you?

FREE SHIPPING*

For orders over 95€
*France only

GIFT

Surprises and special offers await you in our 'Gifts' section

CORPORATE

Create your own brand in line with your company's image or take advantage of our special rates with a custom quote

CUSTOMER SERVICE

Your satisfaction is our priority. Contact us through the chat or our contact page. We'll respond to you within 24 hours

Acquire your unique ARTISTIC masterpiece

Foire aux questions

Where can I find your products?

I would like to receive samples.

How long do the candles last?

How do I maintain my candle?

My candle doesn't burn straight.

My candle doesn't diffuse enough.

Where are Histoire de Provence candles made?

Why are some candles no longer produced?

What types of waxes are used for your candles?

I broke the glass of my candle. How can I purchase a replacement glass?

I would like to receive a promotional code

Can I use my credit card safely on your website?

Can I modify my order?

Which credit/debit cards do you accept?

I did not receive the confirmation email.

How can I obtain my invoice?

Can I use more than one payment method?

What should I do if the product is out of stock?

How long is the delivery time?

I still haven't received my products

It has been 3/4/5 days since I placed my order, and I still haven't received anything.

My order was damaged when I received it. Can I get a refund?

I have a question that has not been asked here. How can I contact you?

FREE SHIPPING* For orders over 95€ *France only

GIFT Surprises and special offers await you in our 'Gifts' section

CORPORATE Create your own brand in line with your company's image or take advantage of our special rates with a custom quote

CUSTOMER SERVICE Your satisfaction is our priority. Contact us through the chat or our contact page. We'll respond to you within 24 hours

FREE SHIPPING*

For orders over 95€
*France only

GIFT

Surprises and special offers await you in our 'Gifts' section

CORPORATE

Create your own brand in line with your company's image or take advantage of our special rates with a custom quote

CUSTOMER SERVICE

Your satisfaction is our priority. Contact us through the chat or our contact page. We'll respond to you within 24 hours