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Trudon Products

Ordering and payment

Shipping and Delivery

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Trudon Products

Where can I find your products?

Please visit our website to find a point of sale close to you.

I would like to receive some samples

We do not send samples upon request. However, you can choose two free samples from a proposed selection for each order.

How long do the candles last?

The burn time depends on the size of your candles :
The Petite Candle (70g) : 18 to 20 hours
The Classic Candle (270g) : 55 to 60 hours
The Intermezzo Candle (800g) : 110 to 120 hours
The Great Candle (2,8kg) : over 200 hours
These burn times may vary depending on the conditions of use.

How do I care for my candle?

Please use your candle following the instructions in the user leaflet that comes with each candle. You can also find these instructions on our website here.

My candle does not burn straight

Please use your candle following the instructions in the user leaflet that comes with each candle. You can also find these instructions on our website here.

If your wick is off-center, extinguish the flame, pinch the non-incandescent wick between your fingers and pull it towards the center. This operation must be carried out delicately and whilst the surface wax is still melted. Repeat this operation between each burn session until your wick is centered once again.

We carry out thorough and systematic quality control checks to guarantee the quality of all of our products. Despite these precautions, should one of our products not bring you full satisfaction, please send us the following information via our contact form in order for us to provide an appropriate answer to your request:
- your order number,
- your product batch number, which can be found on the label found underneath each vessel or underneath the label. In the latter case, remove the label from under the glass in order to read the batch number,
- pictures of your product.

The scent of my room spray doesn't last

Our room sprays are designed to create an instant scented atmosphere. To revive the scent, a few sprays will suffice. You can also use your room spray on fabrics, curtains, rugs, bedspreads, etc. The scent will thus last longer.
If you wish to enjoy a continuous olfactory experience, we invite you to discover our range of scented candles here.

We carry out thorough and systematic quality control checks to guarantee the quality of all of our products. Despite these precautions, should one of our products not bring you full satisfaction, please send us the following information via our contact form in order for us to provide an appropriate answer to your request:
- your order number,
- your product batch number, which can be found on the label found underneath each vessel or underneath the label. In the latter case, remove the label from under the glass in order to read the batch number,
- pictures of your product.

The scent of my candle is not strong enough

Please use your candle following the instructions in the user leaflet that comes with each candle. You can also find these instructions on our website here.

In order to ensure that the scent of a candle can best express itself, the entire surface of the candle must be melted.
We carry out thorough and systematic quality control checks to guarantee the quality of all of our products. Despite these precautions, should one of our products not bring you full satisfaction, please send us the following information via our contact form in order for us to provide an appropriate answer to your request:
- your order number,
- your product batch number, which can be found on the label found underneath each vessel or underneath the label. In the latter case, remove the label from under the glass in order to read the batch number,
- pictures of your product.

Where are Trudon candles manufactured?

Trudon candles are all manufactured in our factory in Normandy, France.

Why have some products been discontinued?

The production of certain products may be interrupted when demand for the products in question significantly decreases. If one of your favorite products has been discontinued, we remain at your service to advise you concerning all our products so you may eventually find satisfaction.

What types of wax do you use to make your candles?

We use a mix of vegetable wax and parrafin.

I broke the glass of my La Promeneuse product. How can I buy a replacement glass?

Please contact us via our contact form.

Ordering and payment

I would like to receive a promotional code

Eventual promotional offers are announced through our newsletters. If you haven't received a promotional code from us, that means that there is no ongoing offer. Promotional offers are not granted on demand.

Can I safely use my credit card on your website?

A secure payment system has been implemented on the Trudon online store. Payments are made on an external platform through a payment provider – Hipay – that offers 3D Secure security measures.

Can I request a gift-wrap for my order?

To order a gift-wrap, all you need to do is select the "Gift-wrap and message" option when confirming your shopping cart.

Which credit cards do you accept?

We accept Visa and Master Card.

I haven't received a confirmation email

If your order has been taken into account, you will quickly receive a confirmation email with your order number. It may happen that your confirmation email is automatically filed in your ‘Spam’ folder.
If you cannot find your confirmation email, please contact us via our contact form, and we will send you another confirmation email.

How can I receive my invoice?

At any time you may consult and download your invoice by logging into your user account, in the "My account" - "My orders" section. Then click on "see the order" followed by "print the invoice".
If you encounter any difficulties, we invite you to send us your request via our contact form. We will answer within 24 to 48 hours.

Can I use more than one payment method for a single order?

Only one credit card may be used per order.

What can I do if the product I want is sold out?

We make every effort to maintain a sufficient stock of items on our website, but it is still possible for items to be sold out. Do not hesitate to contact us to find out when your favourit products will be available again. 

Shipping and Delivery

What are the delivery times? 

1. Delivery conditions

Trudon only delivers Products ordered to European Union countries (excluding P.O. Boxes, French Overseas Departments and Territories, Cyprus and Malta).

Trudon reserves the right to make the shipment of the order conditional upon full payment of the price by the Customer.

Two delivery methods are available:

- shipment by DPD to your home address for Metropolitan France, International and Monaco.

- shipment by Chronopost to your UK home address, 2-5 days or for Switzerland.

Delivery times are indicated below. These times are in working days and run from the date of shipment of the order.

Metropolitan France and Monaco  1 to 2 days
International 2 to 5 days

The Customer will be informed by email when the parcel is collected by the carrier. He will then be given a delivery number allowing him to track the progress of his order in real time.

If the Customer cannot take physical possession of the order on the scheduled delivery date, he can:
- schedule a new delivery,
- or collect the parcel from a collection point.

2. Delivery costs

Delivery costs are not included in the price of the order and are added to it at the time of validation and payment.

The delivery costs of the products will be calculated using a table (below) taking into account the destination country and the chosen shipping method.

France 10 €
Monaco
Netherlands
Germany
Belgium
Luxembourg
Italy
Spain
Portugal
Austria 
Ireland
Sweden 15 €
Czech Republic 
Hungary
Poland 
Slovakia
Denmark 
Lithuania
Latvia
Estonia
Slovenia
Croatia  18 €
Romania
Finland
Greece
Bulgaria
United Kingdom £ 20

For all orders within the European Union and for an amount greater than or equal to a hundred euros (€100), delivery by DPD only are free of charge.

3. Receipt of goods

Upon delivery of the order, the Customer must check the conformity and condition of his order in the presence of the carrier and, as may be relevant, note any useful reservations concerning visible defects (missing product, damaged package).

The Customer is invited to contact the Customer Service department of the Trudon online store (https://trudon.com/eu_fr/contact/) within fourteen (14) working days following receipt of the products. Unless there is a legitimate reason, any claim made after this period will be considered inadmissible.

4. Receiving the products

At the moment of delivery, the Customer must verify the state and conformity of his order, in the presence of the transporter. If need be, he must emit his complaints about the apparent defects (missing or damaged products).

The Customer must contact Trudon’s client services in the fourteen (14) days following the arrival of the products. Without a valid reason, any reclamation formulated after this 14 day limit will be not be treated.

Where do you deliver?

We deliver throughout the European Union (excluding overseas districts and territories, Cyprus and Malta). We do not deliver to P.O. boxes.

Do you deliver to Canada?

Unfortunately, we do not deliver to Canada yet.

I still haven't received my products

We thank you for your order and invite you to follow the status your delivery thanks to the tracking number youmay find in your order confirmation on the chosen carrier's website : TNT or FedEx.
If you are unable to find the information you are looking for, please contact us via our contact form.

I placed my order 3/4/5 days ago and I still haven't received anything

We guarantee a delivery time of seven working days from the order confirmation.
In addition, thanks to the tracking number in your confirmation email, you may track the delivery status of your order in real time : links. Do not hesitate to contact us through our contact form if you still have not received your order beyond the 7-day deadline.

Returns

What is your return policy?

The Customer has the right to retract himself, allowing him to return his products without reason according to the conditions stated in article 5 below.

For any other reason that the Customer’s right to retract (such as damaged non-corresponding goods), the Customer is invited ton contact our Client Services (contact form), who will give him the necessary information to satisfy his demand if possible.

RIGHT TO RETRACT

The Customer has the right to retract his order without reason in the fourteen days (14) after receiving his order. This date will be determined by the transporter’s receipt signed by the Customer. When this 14 day lapse of time ends on a Saturday, a Sunday or a State holiday, it is automatically prolonged until the next Working day.

To use his right to retract, the Customer must send via email or postal mail, a non-ambiguous declaration, that expresses his will to retract. This declaration must be sent with the information concerning the products and their quantities returned to Trudon as well as the postal address, the order number and if possible the phone number and the email address of the Customer to the following address:

Trudon
23 rue d'Anjou
75008 Paris
FRANCE

The Customer can, if he wants to, use the Right to retract form at his disposal in the annex to the T&Cs.

Products must be returned 14 days at the latest after delivery.

The return shipping costs will be at the Client’s expense.

RETURN MODALITIES

Every product must be return unused, in its original packaging, unopened and undamaged. The product must be well packaged to avoid any damaged during transport. Trudon will not reimburse or exchange Products returned by the Customer that do not correspond to the products ordered or that were not ordered on Trudon’s Online Boutique.

The Customer needs to contact: contact@trudon.com to explain the reasons why the package will be returned. The prepaid return label will be placed into the package. The Customer will drop the package off to the nearest Access Point. The Product(s) will be refund as soon as Trudon receives the package. 

REIMBURSEMENT

Trudon will reimburse the returned Products, according to the modalities describes, as well as the shipping costs (the return shipping costs are at the Customer’s expense) using the credit card used to order. If only part of the order is returned, the shipping costs will not be refunded.

The refund will take place fourteen (14) days following the date of reception of the returned products or the date at which the Customer shows proof he has returned the Products (the earliest of these dates will be used).

CUSTOMER SERVICES

Products bought from Trudon’s Online Boutique cannot be exchanged in Trudon stores or any stores selling Trudon Products.

For any reclamation, the Customer must contact us: contact form.

LIMITATION OF LIABILITY

Trudon cannot be held responsible if the contract is not executed correctly due to a case of absolute necessity, the Client’s fault or from an unpredictable and insuperable event resulting from a third party to the contract.

GARANTY

NON-CONFORMITY AND HIDDEN DEFECTS

The Customer must verify the conformity of the products he has received with his order. If there is any mistake, the Customer must reach out to Trudon’s Customer Service.

Trudon products being what they are, it is impossible to repair them. The Customer will be able to ask for an exchange. Trudon will proceed to the exchange after receiving and examining the product.

If the faulty product has not been returned 30 days after the replacement product has been sent, Trudon reserves the right to withhold the value of the product from the credit card used to buy from Trudon’s online boutique.

If the exchange is impossible or cannot be put in place within a month after the products’ reception by Trudon, the Customer will be able to ask for reimbursement.

CASES IN WHICH GUARANTY DOES NOT APPLY

If the Customer returns products that do not correspond to the order or that do not come from Trudon’s online boutique, Trudon will not be obliged to comply with the modalities described.

Can I return purchases made online at a Trudon retailer? 

We're sorry, but online purchases may not be returned or exchanged at any Trudon retailers. Please refer to the Returns, Refunds & Exchanges section for detailed instructions on how to mail in your return.

My merchandise was damaged when I received it; can I get a shipping refund?

When your order arrives, please inspect carton for damage that may have occurred during shipment. It is normal for shipping carton to show some wears, however, if substantial damage occurred to the item(s) in your shipment, please do not accept the package. Once the package has been returned to us and we have verified the damage, we will organize for a replacement to be sent to you.

Others

I have no found an answer to my question here

We will be happy to answer all your questions via our contact form.
You can also contact us via our online chat, Monday to Friday from 9h30 to 13h00 and from 14h00 to 18h00 (excluding public holidays) CET.
We will answer you within 24 to 72 hours.