Au Sultan Candle

Contact Customer Service at +44 (0) 20 7493 8500 

Monday- Friday 9am- 6pm Saturday 9am-4pm

HOME DELIVERY

Given their unique and personal nature, personalised items cannot be rerturned or exchanged.

Therefore, the right of withdrawal does not apply to personalised items. We advise that you devote the necessary time and attention to creating your item.

COLLECTION ITEMS

You have a period of thirty (30) calendar days of receiving your item(s) to exercise your right of withdrawal. Should your order contain several items delivered separately, this period begins from receipt of the final item.

Your may exercise your right of withdrawal by returning your item(s) to us by post, or directly to the Store.

In all cases, please ensure that all items returned are complete (manual, accessories, etc.), in their original condition, with their original packaging, and provide a copy of your invoice. Incomplete, used, damaged or sullied returned items will not be accepted.

POSTAL RETURNS

For deliveries to Switzerland

Please go to our website, click on 'Contact' and complete the 'Returns & Exchanges' form within thirty (30) days of receiving your order.

You may also send us the withdrawal form attached to these General Terms and Conditions of Sale, or any other unambiguous declaration that states your request to withdraw your order, before the end of the period stated above.

- By e-mail, to: kundenservice@eshopping.longchamp.com; or

- By post: LGP E-SHOPPING - RUE GUSTAVE EIFFEL - ZI D'ETRICHE - 49500 SEGRE- France.

You must then return your item within fourteen (14) days following your decision to withdraw, using the completed and pre-paid label sent to you by e-mail.

Once you have received the label, please contact UPS to make an appointment. UPS will collect the parcel directly from your home. Please note: Please contact UPS as soon as possible, as the return label is dated and must be used within two (2) weeks of issue.

For deliveries to other countries

Please go to our website, click on 'Contact' and complete the 'Returns & Exchanges' form within thirty (30) days of receiving your order.

You may also send us the withdrawal form attached to these General Terms and Conditions of Sale, or any other unambiguous declaration that states your request to withdraw your order, before the end of the period stated above.

- By e-mail at the address shown in the table on page 2 of these General Terms and Conditions; or

- By post: LGP E-SHOPPING - RUE GUSTAVE EIFFEL - ZI D'ETRICHE - 49500 SEGRE- France.

Once your return request has been confirmed, we will send you a return reference number and online link to finalise your return(s) directly with ColiBack.

You then have fourteen (14 ) days following your decision to withdraw, to return the item(s) with one of our ColiBack shipping partners using the completed, pre-paid return label printed from its website. Please note: The return label is dated and must be used within fourteen (14) days of issue.

Provisions which apply to all countries

We undertake to fully refund all sums paid for your order, namely:

    The item(s) you have returned,
    The outgoing shipping costs for this item, under the terms of Article 5.1 above.

Please note: You shall be liable for any return costs we have paid (see completed and pre-paid return label above), and these will be deducted from your refund.

In other words, the refund will match the price of your item(s).

Refund amount =             Price of returned item(s)

+ outgoing shipping costs paid by the consumer

- return shipping costs paid by LONGCHAMP

For orders delivered to a LONGCHAMP Store, the refunded amount will be the price of your item(s), as we would have already covered the outgoing shipping costs.

The refund will be sent to the payment method used for the initial transaction, as soon as possible and no later than fourteen (14) days following notification of your decision to withdraw.

We however reserved the right to defer the refund until we have received the item(s) in question, or until you have provided proof of shipping of this/these item(s) (the first of these date shall be used).

STORE RETURNS

For deliveries in France, please return your item(s) within 30 days of receiving your order to the Longchamp Store of your choice in France. You may not return items to the Saint-Barthélemy or Saint-Martin stores, department stores, Outlet Stores or Airport Stores.

Please do not forget to bring your receipt.

We will then refund your item(s) together with the outgoing shipping costs for this/these item(s), unless you have selected delivery to Store (in the latter case, the refund will include the price of the item(s) only).

In accordance with the legal provisions in force, refunds can be sent to payment cards only, with your prior express acceptance.  Should you fail to accept these terms, you may only exercise your right of withdrawal by post, in accordance with the process described under 6.2.1.

EXCHANGES

MY PLIAGE ITEMS

Given their unique and personal nature, personalised items cannot be exchanged.

COLLECTION ITEMS

Items may be exchanged in any LONGCHAMP Store or department store located in Europe, excluding the Saint-Barthélémy or Saint-Martin stores, Outlet Stores or Airport Stores.

Please do not forget to bring your receipt.

No time limits apply to items from the current season's collection (Spring/Summer collection from Janaury to the start of July, and Autumn/Winter collection from July to the beginning of January).

For items from previous collections, you must exchange your item(s) within thirty (30) days of receiving your order.

You may exchange your item(s) according to the following terms:

The item that you wish to receive in exchange is of a higher value
    

The item that you wish to receive in exchange is of a lower value

You must pay the difference between the value of this item and the value of the ordered item.

Difference of over €/CHF/£100:
Credit note valid for one year only in LONGCHAMP Stores and Outlet Stores within the same country.
Difference of under €/CHF/£100: Difference will be refunded to the payment card.

The returned items must be complete (manual, accessories, etc.), in their original condition and with their original packaging, as well as a copy of the invoice. Any item returned incomplete, used, damaged or sullied may not be exchanged or returned.

VISA | MASTERCARD | AMERICAN EXPRESS | PAYPAL

We offer complimentary gift wrapping. Please choose the option upon checkout.