FAQ
Frequently Asked Questions
We ship worldwide.
All orders placed on the platform are shipped directly by the seller. The delivery method most commonly used for France is La Poste.
Colissimo shipping for mainland France (2 to 5 days)
Colissimo shipping for Belgium (2 to 5 days)
DHL shipping for overseas territories (DOM-TOM) (2 to 5 days)
La Poste shipping for the rest of Europe (2 to 5 days)
Orders are shipped from Monday to Friday, excluding public holidays. Preparation of your order begins as soon as your payment is validated by our anti-fraud system. The carrier picks up parcels from Monday to Friday at 5 p.m. Any order placed before midnight and successfully paid for is prepared and shipped the following morning, except on Fridays, Saturdays, and public holidays.
If customs fees apply to your order, they are the responsibility of the buyer.
The burn time depends on the candle model selected. On average, our candles burn for 40 to 60 hours when used properly.
Yes, most of our jewelry is designed in a one-size-fits-all format and is adjustable to fit most people. If a piece has a specific size, it will always be mentioned in the product description.
Shipping
All orders placed on the platform are shipped directly by the seller. The delivery method most commonly used for France is La Poste.
Colissimo shipping for mainland France (2 to 5 days)
Colissimo shipping for Belgium (2 to 5 days)
DHL shipping for overseas territories (DOM-TOM) (2 to 5 days)
La Poste shipping for the rest of Europe (2 to 5 days)
Orders are shipped from Monday to Friday, excluding public holidays. Preparation of your order begins as soon as your payment is validated by our anti-fraud system. The carrier picks up parcels from Monday to Friday at 5 p.m. Any order placed before midnight and successfully paid for is prepared and shipped the following morning, except on Fridays, Saturdays, and public holidays.
If your order has not yet been shipped, we may be able to change your delivery address.
However, we cannot guarantee any change if your request is submitted more than 15 minutes after placing the order.
When your order is shipped, you will receive an email with your tracking number.
If you haven’t received it within 7 days after placing your order, please check your spam/junk folder.
If you still can’t find the shipping confirmation email, please contact us.
Order Tracking
You will receive an email with your tracking number as soon as your order has been shipped.
To track your parcel, have your tracking number ready and visit our order tracking page.
In some cases, your tracking number may take up to 5 days to be activated by the carrier.
Sometimes, the tracking number is only activated at the time of delivery.
If your tracking shows that the parcel has been delivered but you haven’t received anything:
Visit your nearest post office — the parcel may have been dropped off there.
Ask your neighbors if they may have received the package by mistake.
If none of these options work, call the postal service. They will be able to give you more details about the delivery.
Returns & Exchanges
To exchange or return an item, it must be in its original condition, with the original packaging and tags still attached.
The item must be new, unused, and unworn.
For a return, the return shipping costs are the responsibility of the buyer.
For an exchange, both the return shipping costs and the shipping costs for the new item are also the responsibility of the buyer.
Before making a request, please make sure you meet the return conditions. Then, contact us via email to submit your exchange or return request.
Once your return or exchange request has been approved by our team, you will receive detailed return instructions by email, including the return address.
Refunds
To receive a refund, you must meet the same conditions as for a return. You can refer to the information above.
⚠️ Please note: if you received a defective item, you will not be refunded — a replacement will be sent instead.
Before making your request, please ensure you meet the refund conditions. Then, contact us by email at contact@thepianissimo.com to submit your request.
Once your refund request is approved, the refund is processed within 24 hours.
However, depending on your bank, it may take up to 15 days to appear on your bank statement. The average processing time is usually 2 to 5 days.
