Question 1

1. Are all your candles handmade?

Accepted Answer

Yes. Every candle is hand-poured in Montréal using natural soy wax, bee wax and cotton wicks. Each vessel is filled with intention, craftsmanship, and care.

Question 2

2. Do you use vintage or reused containers?

Accepted Answer

Yes. Most of our candles are poured into vintage, antique, or upcycled vessels collected for their beauty and history.
 Slight patina, variations, or imperfections are normal and celebrated—they give each piece its soul.

Question 3

3. How are my items packaged?

Accepted Answer

At House of Eugénie, packaging is part of our philosophy.
Your parcel is composed with the same intention as each curated piece:
• 40% of our packaging is repurposed — boxes that have been restored and given a second life.
 • Items are cushioned in shredded pages of vintage magazines, honouring the stories that came before.
 • All wrapping materials are either recycled or repurposed, chosen with care and beauty in mind.
 • For every delivery, trees are planted, replenishing what we take and continuing a cycle of renewal.
Our packaging is eco-conscious, elegant, and deeply aligned with our values: refinement without compromise.

Question 4

4. Are the product photos exact?

Accepted Answer

Photos are representative but not contractual. Because each piece is one-of-a-kind or vintage, slight differences may occur in colour, patina, shape, or texture.

Question 5

5. What are your delivery times?

Accepted Answer

Canada: 3–15 business days
 • United States: 3–20 business days
 • France & United Kingdom: 3–5 weeks
We always aim to deliver your order in a timely and secure manner.
 Delays may occur depending on carriers or customs.

Question 6

6. Do you charge customs fees or import duties?

Accepted Answer

No — these fees are not included in our prices.
 Any import duty or customs fee is charged directly by your country and remains the customer’s responsibility.

Question 7

7. What happens if my package is marked “delivered” but I didn’t receive it?

Accepted Answer

Once a package is marked “delivered” by the carrier, House of Eugénie cannot be held responsible for loss or theft.
 You may contact the carrier or your local postal office for assistance.

Question 8

8. What should I do if my item arrives damaged?

Accepted Answer

We pack every order with great care, but if your item arrives with major damage:
1. Contact us within 48 hours
2. Provide photos of the item, packaging, and shipping box
3. Keep all original packaging
We will review your claim promptly.

Question 9

9. What is your return and exchange policy?

Accepted Answer

Our return and exchange policy is designed with transparency and customer trust in mind.
Because our pieces are handmade, vintage, and often one-of-a-kind, all sales are final.
However, you may contact us within 48 hours for:
 • wrong item received
 • major shipping damage
 • structural defect upon arrival
Your satisfaction matters to us, and we aim to make any necessary resolution smooth, fair, and respectful.

Question 10

10. How should I burn my candle safely?

Accepted Answer

• Always keep your candle in sight
 • Burn for 2–3 hours at a time
 • Trim the wick to ¼ inch
 • Keep away from drafts, pets, fabrics, and flammable objects
 • Place on a heat-resistant surface
 • Stop burning if the vessel becomes too hot or develops a crack
 • Leave 1 cm (½ inch) of wax at the bottom

Question 11

11. How do I care for vintage candle vessels?

Accepted Answer

Vintage vessels may react differently to heat.
 Please:
 • Stop burning if the container becomes cracked or overly hot
 • Leave at least 1 cm (½ inch) of wax at the bottom
 • Expect natural wear or patina — it is part of the vessel’s charm
Once your candle is finished, the vessel can be gently washed and reused as décor.

Question 12

12. Do you offer custom candles using my own container?

Accepted Answer

Yes. You may send us photos (inside and outside) and dimensions of your container.
 We’ll confirm if it is suitable for candle pouring.
 Shipping to and from House of Eugénie is at the customer’s expense.

Question 13

13. Do you ship internationally?

Accepted Answer

Yes — we ship to:
 • Canada
 • USA
 • France
 • United Kingdom
More regions may be added in the future.

Question 14

14. What wax do you use?

Accepted Answer

We use 100% natural soy wax, known for its clean and slow burn.
 Our wicks are cotton-based, with no lead or toxic materials.

Question 15

15. How do I contact customer service?

Accepted Answer

For any inquiries or assistance:
 📧 houseofeugenie@gmail.com()
 Instagram: @houseofeugenie

Question 16

What types of products do you offer?

Accepted Answer

We offer two main categories:
 • Handmade, vintage, antique, and one-of-a-kind vessels and candles
 • New, commercially made items such as branded candles, matches, and accessories
Each product page clearly indicates which category it belongs to.

Question 17

Are your candles scented?

Accepted Answer

No — all House of Eugénie candles are intentionally unscented.
 This choice highlights the purity of the flame, the beauty of the vessel, and the overall aesthetic experience.
A light natural wax aroma is normal and varies slightly between batches.

Question 18

What kind of wax do you use?

Accepted Answer

Most candles are made using:
 • natural soy wax
 • soy blends
 • beeswax blends
The exact composition is always listed in each individual product description.

Question 19

Do vintage vessels have imperfections?

Accepted Answer

Yes — variations in patina, marks, or aging are expected and part of their charm.
 These characteristics are not considered defects.
Commercial pieces may also have normal production variations.

Question 20

Where do you ship?

Accepted Answer

We currently ship to:
 • Canada: Québec, Ontario, British Columbia
 • United States: New York
 • France: Paris
 • United Kingdom: London
We do not deliver outside these regions at this time.

Question 21

Can I pick up my order in Montréal? Local Pick-Up (Montréal)

Accepted Answer

Yes. Local pick-up is available by appointment only.

Question 22

How does pick-up work?

Accepted Answer

Orders are usually ready within 5 business days
 • Email us to schedule a time
 • The exact pickup location is sent once the order is ready
 • Payment may be completed at the atelier if choosing pickup
📧 houseofeugenie@gmail.com()

Question 23

Are handmade or vintage items returnable?

Accepted Answer

They are final sale due to their unique, irreplaceable nature.

Question 24

Can I return a commercial item?

Accepted Answer

Some commercially made items (branded candles, matches, accessories) may be eligible for:
 • return
 • exchange
 • or store credit
Items must be:
 • unused
 • unlit
 • unaltered
 • in original condition
 • returned within the timeframe listed on your order confirmation
Shipping costs for returns are covered by the customer unless stated otherwise.

Question 25

What items cannot be returned?

Accepted Answer

- used or lit candles
 • handmade, vintage, antique, or one-of-a-kind items
 • customized or altered pieces
 • items damaged after delivery
 • items showing normal vintage wear

Question 26

Do you offer candle refills?

Accepted Answer

Yes — selectively. Just contact us : houseofeugenie@gmail.com
Refills are available for approved non-commercial vessels.

Question 27

Do you refill branded/logo candles?

Accepted Answer

No. Promotional or commercial candles are not eligible for refills.

Question 28

Can I have my own vessel turned into a candle?

Accepted Answer

Yes — depending on compatibility and safety.
 Email us clear photos and details, and we will confirm availability.
📧 houseofeugenie@gmail.com()

Question 29

What payment methods do you accept?

Accepted Answer

• credit cards
 • debit cards
 • approved offline payments (including payment upon pickup)
Full payment is required before shipment.

Question 30

How can I reach you?

Accepted Answer

You can email us anytime at:
 📧 houseofeugenie@gmail.com()
We respond within 48 hours.

Question 31

Do you accept walk-ins?

Accepted Answer

No. All visits are by appointment only.

HOUSE OF EUGÉNIE

Light it. Love it. Refill it.