Terms and Conditions of Sale
The present Terms and Conditions of Sale (hereinafter the “Terms”) govern all sales made on the Candles of Provence website (hereinafter the “Site”), operated by Candles of Provence – Khouri, established in France, registered under SIRET number 518 555 602 000 78 (hereinafter the “Seller”). By placing an order, the Customer fully and unconditionally accepts these Terms.
ARTICLE 1 – Legal Information
Publisher: Candles of Provence – France – SIRET: 518 555 602 000 78.
Hosting provider: OVH, 2 rue Kellermann, 59100 Roubaix, France.
Contact: via the online contact form.
ARTICLE 2 – Legal Notices
The Site is intended for users who comply with the laws of their country. By ordering, the Customer confirms that they are at least 18 years old and have a valid payment method. Access to and use of the Site remain the Customer’s responsibility.
ARTICLE 3 – How to Place an Order
The Customer selects products (and personalisation options), adds them to the basket, checks the order summary (quantities, prices, delivery fees) and completes payment. A confirmation email is then sent. The Seller reserves the right to refuse any legitimately justified order (payment refusal, incomplete information, previous dispute, suspected fraud).
ARTICLE 4 – Prices
Prices are displayed in euros (€) including VAT where applicable. Delivery charges are added at checkout according to carrier, parcel weight and destination. Prices may be changed at any time without affecting orders already paid for.
ARTICLE 5 – Payment
Payments are processed through secure providers (such as Stripe, PayPal or card payment gateways). Banking details do not pass through the Site and are never stored by the Seller. For bank transfer payments, production begins only after funds have been received in full.
ARTICLE 6 – Delivery
Orders are shipped via Colissimo (La Poste), Mondial Relay, or any other carrier offered at checkout depending on the destination and delivery method selected by the Customer. A tracking number is provided once the parcel has been dispatched.
Indicative delivery times:
France: 2 to 5 working days with Colissimo home delivery, or 3 to 6 working days with Mondial Relay pickup point / locker delivery (excluding production time).
European Union: generally 3 to 7 working days depending on destination and selected carrier.
United Kingdom: generally 5 to 10 working days after dispatch.
United States / Canada: generally 8 to 15 working days after dispatch.
These times are indicative only and may vary depending on season, customs checks, relay point availability or carrier delays.
The Seller is not responsible for delays, loss or damage caused by the carrier.
Delivery address / Pickup point: the Customer must ensure that the delivery address or selected pickup point is accurate and complete. Any parcel returned due to incorrect information, failure to collect, incomplete address or customer absence may be resent at the Customer’s expense. In the event of a refund request, only the products will be refunded (excluding shipping costs).
International shipments and customs: any applicable taxes, duties or import formalities remain the responsibility of the Customer.
Any order shipped outside the European Union may be subject to customs duties, import taxes, local VAT, customs clearance fees or administrative charges required by the destination country.
These charges remain exclusively payable by the recipient. The Seller has no control over these amounts, which depend on local regulations and the nature of the goods ordered. Therefore, no claim relating to customs or import charges can be accepted.
If a parcel is refused because of these charges, return costs and any additional fees charged by the carrier remain entirely payable by the Customer.
ARTICLE 7 – Promotions
Promotions, discounts and promo codes may occasionally be offered. Unless otherwise stated, they cannot be combined, are subject to conditions (validity period, stock availability, minimum spend) and must be entered during checkout. They cannot be applied retrospectively. The Seller may modify or cancel any offer at any time.
ARTICLE 8 – Customer Service
Customer service can be contacted via the contact form. Usual response time: 24 to 48 working hours.
ARTICLE 9 – Right to Cancel (14 Days) & Returns
Non-personalised products: in accordance with applicable consumer law, the Customer has a period of 14 days from receipt of the goods to cancel their order without giving any reason.
Personalised / made-to-order products: no right to cancel applies to goods made to the Customer’s specifications or clearly personalised (for example personalised candles, pouches or gifts).
Cancellation Procedure (non-personalised products)
- Notify cancellation within 14 days via the contact form (or using the model cancellation form below). A confirmation email and return address will then be provided.
- Return the products in their original condition (unused, complete, undamaged, in original packaging) within 14 days of notification.
- Return costs: payable by the Customer unless the goods are faulty or sent in error.
Refunds
The Seller will refund all sums paid, including standard outbound delivery charges where legally required, within 14 days from cancellation notice. The Seller may delay the refund until goods have been received back or proof of return has been provided.
Model Cancellation Form
(Complete and return this form only if you wish to cancel) To: Candles of Provence – via the contact form / email provided in reply I hereby give notice that I cancel my contract of sale for the following goods: Order number: [……………………………………] Order date: [………] Customer name: [……………………………………] Address: [……………………………………] Date: [………] Signature (if on paper): [………]
ARTICLE 10 – Liability
Products comply with current French legislation. The Seller shall not be liable for misuse of products, nor for content or services provided by third-party websites accessible through links.
ARTICLE 11 – Privacy Commitment
Personal data is processed in accordance with the Privacy Policy. Customers may exercise their rights (access, correction, deletion, objection, etc.) via the contact form.
ARTICLE 11 bis – Follow-up Emails and Review Requests
As part of continuous quality improvement, Candles of Provence may send customers an automatic email after delivery inviting them to share their shopping experience or leave a review.
These emails are sent only to customers who have placed an order and are intended solely to collect verified reviews. They contain no advertising or commercial offers.
Where required by applicable data protection laws, review invitation emails are sent only where valid consent has been obtained or another lawful basis applies. Customers may withdraw consent at any time via the contact form or by using the unsubscribe link included in the email.
ARTICLE 12 – Intellectual Property
All Site content (texts, visuals, logos, photographs, creations) is protected by intellectual property law. Any reproduction or distribution, in whole or in part, without prior written authorisation is prohibited.
ARTICLE 13 – Website Content
Content published by the Seller is created with care and does not knowingly contain unlawful material. Customers agree to use the Site fairly and to report any clearly unlawful content.
ARTICLE 14 – Advertising & Affiliate Links
The Site may display advertising via Google AdSense and include affiliate links (for example Etsy, Awin or Amazon). These links may generate a commission for the Seller at no extra cost to the Customer. Third-party websites apply their own policies regarding pricing, cookies, privacy and content, for which the Seller is not responsible.
ARTICLE 15 – Governing Law & Disputes
These Terms are governed by French law. In the event of a dispute, the Customer should first contact customer service in order to seek an amicable resolution. Failing agreement, the competent French courts may have jurisdiction subject to applicable mandatory consumer protection rules. Consumers may also access a recognised consumer mediation scheme where available.
Useful Notes
- Personalised products & photos: the Seller may display photos of finished products on websites, blogs or social media, without identifiable personal data, unless the Customer objects. Removal requests can be made via the contact form.
- Indicative production times: 3 to 15 working days before dispatch, depending on season and workload.
- Shipping: tracking details are provided once the order has been dispatched.
Last updated: April 2026
