Customer Service
How can I contact you?
Click here to contact us. We are able to reply to most inquiries within an hour during business hours, and within 12 hours at all other times.
Where do you ship to?
We currently only ship within the UK. Please contact us if you would like to place an order from a different location.
How quickly will I receive my order?
Most orders are shipped within 24 hours.
UK orders have a delivery time frame of 3-5 days on average; if you require your order sooner please contact us. We are usually able to accommodate requests for immediate shipping and urgent delivery deadlines.
What are your delivery charges?
UK Standard Delivery: FREE SHIPPING on orders over £50
£7.50 Flat rate shipping on orders under £50 to all UK destinations.
£10 UK Special Delivery.
Which payment methods do you accept?
We currently accept most major Credit Cards, Afterpay, and ShopPay.
Is tax included?
All product prices are inclusive of tax/VAT.
Do you offer a gift wrapping service?
Yes. Add a note to your order if you would like gift wrapping.
Returns and Refunds Policy
This Returns and Refunds Policy applies to purchases made from Biographie Atelier Ltd and should be read alongside our Terms and Conditions.
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Consumer Right to Cancel (Cooling-Off Period)
If you are a consumer, you have the legal right to cancel your order within 14 days of receiving your goods in accordance with the Consumer Contracts Regulations 2013.
To exercise your right to cancel, you must notify us in writing by email within the 14-day cancellation period. You do not need to provide a reason for cancellation.
Once you have notified us, you must return the goods to us without undue delay.
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Conditions for Returns
All returned items must:
Be unused
Be in their original condition and original packaging
Not have been lit, used, altered, or tampered with in any way
For hygiene and safety reasons, candles that have been lit and home fragrance products that have been opened or used cannot be returned unless they are faulty.
We reserve the right to refuse refunds where returned items do not meet these conditions.
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Return Postage
Customers are responsible for the cost of return postage for all non-faulty items, including returns made under the cooling-off period.
We recommend using a tracked and insured delivery service, as we cannot accept responsibility for items lost or damaged in transit.
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Refunds
Refunds will be processed only after returned items have been received and inspected.
Refunds will be issued to the original payment method used at checkout.
Original delivery charges are non-refundable unless the item is faulty or incorrectly supplied.
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Made-to-Order and Custom Items
Made-to-order or altered items are crafted specifically to your specifications.
You are responsible for providing accurate measurements, selections, and confirmations prior to production.
We do not accept returns or issue refunds for made-to-order or altered items unless they are faulty.
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Faulty or Damaged Goods
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
If an item arrives faulty or damaged, please contact us as soon as possible and provide clear photographic evidence. We will assess the issue and, where appropriate, offer a replacement, repair, or refund in accordance with your legal rights.
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Contact
All returns, cancellations, and refund enquiries should be sent to: