Frequently Asked Questions
Please email us on care@alafoliefragrances.com and submit your inquiry. We invite you to contact us for any complementary information.
Shop Online
Which payment methods do you accept on line?
Payment can be made by Mastercard, Visa, American Express, UPI, Cash on Delivery and Apple Pay.
Is it safe to use my credit card on your web site?
À La Folie(ALF) values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your ALF account details such as your name, address, email address and purchasing history. Each time you log into your ALF account to create a new order you must re-enter your credit card details. Please see our terms and conditions for further details.
Will I receive an order acknowledgement via email?
In order to set up your ALF customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement via this email address.
Products
How long do the candles last?
The burn time depends on the size of your candles :
The Gift box candles (140g) : upto 32 hours
The Classic Candle (210g) : upto 42 hours
The Marble Candle (350g) : upto 55 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 at the back of each box that comes with each candle. You can also find these instructions on our website here.
My candle does not burn straight
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 on care@alafoliefragrances.com in order for us to provide an appropriate answer to your request:
- your order number,
- pictures of your product.
What types of wax do you use to make your candles?
100% natural soy wax
Ordering And Payment
Can I safely use my credit card on your website?
A secure payment system has been implemented on the ALF online store. Payments are made on an external platform through a payment provider – Stripe/CC Avenue – that offers 3D Secure security measures.
Can I request a gift wrap and carry bag for my order?
Our product packaging is made with an intent to gift so you will not need a gift wrap on it. To order a carry bag, all you need to do is add on an instruction while placing an order.
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 or email, and we will send you another confirmation email.
How can I receive my invoice?
You shall receive your invoice along with your confirmation email. We will send you a print invoice with every order that you make on our online store.
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.
Shipping And Delivery
What are the delivery times?
We take 24-48 hours to process your order and then depending on the location, you should receive your order within 3-5 business days.
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, please send us an email if you still have not received your order beyond the 7-day deadline.
Returns
What is your return/refund policy?
We do not offer a return policy, but in case your product is damaged, please send us pictures of the product and we shall send you a replacement. If you wish to get a refund for the same, then please let us know and the refund would reflect in your account within 10-14 working days depending on your bank.
Guarantee - 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 ALF’s Customer Service.