frequently asked Questions
Louis workshop
Order and delivery
What to do if there is a problem with the order?
If you have any problems with your order (delivery, error, etc.), you can contact me at this email address: bonjour@atelierlouis.fr. I will respond within 48 hours, Monday to Friday.
Can I return a product?
Yes, you can return a product within 14 days of receiving your order. Items must be returned undamaged , unused, in their original packaging, and placed in a carefully protected package to avoid damage during transport.
How to initiate a return request?
To make a return, contact us via our contact form or by email, indicating:
• Your order number
• The product(s) concerned
• The reason for return (optional)
We will provide you with all the necessary instructions to complete your return.
Are I responsible for return shipping costs?
Yes, return shipping costs are the customer's responsibility, except in the case of a defective product or an error on our part. We recommend using a trackable shipping method to ensure proper delivery of your package.
What to do if the product received is damaged or defective?
If a product arrives damaged or defective, please contact us immediately with photos of the product and its packaging. We will arrange a replacement or refund, and we will cover the return shipping costs in this case.
Can I cancel my order?
You can cancel your order as long as it hasn't been shipped. To do so, contact us as soon as possible and provide your order number. Once shipped, cancellation will no longer be possible, but a return can be arranged upon receipt.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, etc.), as well as PayPal and Apple Pay. All payments are secure and comply with data protection standards.
Is my payment secure?
When you browse our site, all your data is protected via a secure SSL certificate (https). To process your payment, we have chosen to work with the secure Shopify Payment module. Your banking information is therefore never in our possession, guaranteeing you a completely secure payment. You can also use the secure payment method PayPal.
Can I change my order after placing it?
If your order has not yet been shipped, you can modify it. Contact us quickly via our contact form or by email at bonjour@atelierlouis.fr, specifying your order number. We will do our best to respond to your request.
How do I track the status of my order?
Once your order has shipped, you will receive an email with a tracking number. Click this link to track your package in real time. You can also view your order history in your customer area.
What are the processing and shipping times?
We generally prepare orders within 1 to 3 business days. Shipping times depend on the carrier chosen and your location. You will be given an estimate when selecting your delivery method.
Can I add a personalized message to my order?
Absolutely! You can add a personalized message when ordering. It will be handwritten on a beautiful card and included in your package.
What should I do if an item is damaged upon receipt?
If a product arrives damaged, take photos of the package and the affected product, then contact us immediately. We will offer you a replacement or refund, whichever you prefer.
Louis workshop
Our products
What types of candles do you offer?
We offer natural candles , made from 100% vegetable rapeseed wax , fragrances from Grasse without CMR or phthalates , and braided cotton wicks . Our candles are non-toxic, respectful of your well-being and the environment.
Are your products eco-responsible?
Yes, all our products are designed with an eco-responsible approach. We use natural and sustainable materials, such as vegetable wax , recyclable glass containers, and ingredients that are respectful of health and the environment.
How long do your candles burn?
The burning time depends on the size of the candle. On average:
• The small 10 cl candles burn for approximately ±25 hours .
• Large formats can last up to ±50 hours .
Do you offer a variety of flavors?
Yes, we offer a wide range of natural home fragrances inspired by our travels and crafted by a master perfumer in Grasse. You'll find floral, woody, gourmand, and fresh notes, suitable for every mood and occasion.
Can I customize your products?
Yes, we offer a customization service for special events such as weddings, christenings, or birthdays. Contact us to discuss your needs and create custom candles and mists.
What are the ingredients in your room mists?
Our natural room mists are made with fragrances from Grasse that are CMR and phthalate-free , organic wheat alcohol , and water. These ingredients guarantee a healthy and environmentally friendly diffusion.
What type of alcohol do you use in your mists?
We use exclusively Ecocert® certified organic wheat alcohol , a natural and non-toxic ingredient. This alcohol guarantees a uniform diffusion of fragrances while respecting your health and the environment.
How many sprays are in a mist?
A 100ml bottle provides approximately 500 sprays , depending on usage. This provides excellent shelf life for everyday use.
Are your mists and candles suitable for children and pets?
Our mists and candles are carefully formulated and do not contain any harmful substances. However, we recommend avoiding spraying directly near children and pets as a precaution.
Do you offer refills for your mists?
Not yet, but we're working on eco-friendly options, like refills and reusable containers. Stay tuned for updates.