Shipping policy

Preparation, collection and delivery

Preparation time, not stock on a shelf

Our candles are hand-poured in small batches. Some items are available immediately and are dispatched straight away. Others need to be made for you: the wax then needs several hours to rest and set properly, and shortening this stage would affect the quality of the product.

Preparation time: up to 3 working days before dispatch. This may increase during busy periods, especially before the holidays; this information will then be displayed in the shop.

We do not offer next-day delivery and prefer to give a timeframe we can meet rather than make a promise we cannot keep.

If you need your order by a specific date, email contact@latelierdekrol.be before ordering: we will tell you honestly what is possible within 24 hours.

Legal delivery deadline

Unless otherwise agreed, your order will be delivered no later than 30 days after the contract is concluded. If this deadline cannot be met, we will inform you and you may cancel your order and obtain a full refund.

Collection from Carolo Cat

You can collect your order free of charge from Carolo Cat, 46 rue de Marcinelle, 6000 Charleroi.

Open Wednesday to Saturday, from 11 am to 6 pm.

Choose collection when placing your order: we will notify you as soon as it is ready and hold it for one week.

Delivery areas

We currently deliver to Belgium, France and the Netherlands.

More destinations will follow. If you would like to order from another country, contact us and we will see what is possible.

Delivery costs

Delivery is free on purchases of €70 or more, in all countries we serve.

Below this amount, costs are calculated automatically according to your address and cart contents and displayed before you confirm your order. You will never pay an amount that has not been shown to you.

Packaging

Each parcel is packed by hand with protective cushioning: glass needs care in transit.

Damaged, lost or undelivered parcel

Email contact@latelierdekrol.be within 14 days of receipt, with a photo of the parcel and product. We bear the risk of loss or damage in transit until you take physical possession of the parcel: we replace or refund at our expense.