1. Introduction 

1.1 These Legal Policies govern all purchases made through the House of Eugénie online store. 
1.2 By placing an order, customers acknowledge having read, understood, and agreed to these terms. 
1.3 House of Eugénie specializes primarily in handmade candles, vintage vessels, and curated one-of-a-kind objects. In addition to these artisanal and vintage pieces, House of Eugénie may also offer commercially manufactured candles, matches, and other accessories intended for retail sale. These commercial items are clearly identified as such and may differ in production method, materials, and characteristics from our handmade or vintage products. 

 1.4 These policies reflect the brand’s commitment to transparency, trust, quality craftsmanship, environmental responsibility, and respectful customer care. 

 

2. Nature of Products 

2.1 House of Eugénie offers two categories of products: (a) handmade, vintage, antique, and upcycled pieces, and (b) new, commercially manufactured items such as branded candles, match sets, and accessories. Each category may present its own characteristics, and all items are sold with full transparency regarding their nature and production method. 

2.2 Minor variations in color, texture, patina, shape, or dimensions are inherent to handmade, vintage, antique, and upcycled items and do not constitute defects. New and commercially manufactured products may also present normal variations associated with batch production, materials, or finishing processes, and such variations are likewise not considered defects. 
2.3 Product photographs are representative but not contractual. Colors, tones, and visual appearance may vary slightly due to lighting conditions, photography, screen settings, and the unique nature of each vintage or handmade vessel. Minor color variations between the photographed item and the purchased item are normal and do not constitute a defect. 
2.4 Natural marks or imperfections associated with age or prior use are expected in vintage vessels. These characteristics are inherent to antique and upcycled items and do not constitute defects. In contrast, any new or commercially manufactured products sold through House of Eugénie—including branded commercial candles and match sets—are produced with modern manufacturing standards and may differ in finish, materials, and appearance from our vintage or handmade offerings. 

2.5 Customers acknowledge that handmade and vintage pieces may differ slightly from images and descriptions due to their unique nature, age, and artisanal production. Customers also acknowledge that new and commercially manufactured items—such as House of Eugénie or House of Virginie branded candles, matches, or other accessories—may present normal variations inherent to commercial production and may differ slightly from photographs due to lighting, screen settings, or batch manufacturing. Such variations do not constitute defects. 

 

3. Candle Use and Safety 

3.1 Candles must always remain under supervision when lit. 
3.2 Candles must not be burned for more than 2-3 hours at a time. 
3.3 Wicks must be trimmed to ¼ inch (0.6 cm) before each burn. 
3.4 Candles must be kept away from children, pets, and flammable materials. 
3.5 Candles must be placed on a stable, heat-resistant surface. 
3.6 Vintage vessels may react differently to heat and must be monitored during use. 
3.7 If the vessel becomes cracked, unstable, or excessively hot, use must be discontinued immediately. 
3.8 A minimum of 1 cm (½ inch) of wax must remain at the bottom to prevent overheating. 
3.9 House of Eugénie is not liable for any damage, injury, or loss caused by unsafe or improper candle use. 

 

4. Customer Responsibilities 

4.1 Customers must inspect items immediately upon delivery or pick-up. 
4.2 Customers must provide accurate shipping, billing, and contact information. 
4.3 House of Eugénie is not responsible for delays or losses caused by incorrect customer information. 
4.4 Customers must retain packaging when submitting a damage claim. 
4.5 Customers agree to follow all provided safety guidelines. 

 

5. Delivery Policy 

5.1 House of Eugénie is committed to secure, timely, and reliable deliveries. 

5.2 Packaging is designed to balance product protection with environmental responsibility. 

5.3 House of Eugénie is committed to thoughtful, environmentally conscious packaging practices. All packaging materials used for shipping are clean, new, or responsibly sourced, with certain elements selected from recycled or sustainably manufactured options when available. We work with suppliers who prioritize environmentally responsible processes—such as recycled paper, low-impact production, and sustainable material sourcing—while ensuring that the final presentation remains refined, elegant, and aligned with the House of Eugénie brand identity. Because material availability may vary, we cannot guarantee a specific percentage of recycled content, but we consistently strive to make environmentally responsible choices without compromising product protection or aesthetic standards. 

5.4 Certain items may be cushioned with shredded pages of carefully selected vintage magazines or responsibly sourced papers to protect products while maintaining a refined presentation. This practice reflects the brand’s intention to incorporate meaningful, low-impact elements whenever appropriate. 

5.5 Whenever feasible, House of Eugénie uses packaging components that incorporate recycled or responsibly sourced materials. As availability varies seasonally and by supplier, this practice cannot be guaranteed for every shipment. 

5.6 House of Eugénie is exploring future initiatives aimed at supporting environmental renewal, including potential tree-planting partnerships. While this program is not active at this time, updates will be communicated as such initiatives are formally launched. 

5.7 We prioritize transparency, communication, and customer trust throughout the delivery process. 

5.8 Orders that meet the minimum threshold displayed on the website may qualify for included or reduced shipping fees. Customers are responsible for verifying the current minimum amount and conditions stated online. 

5.9 Customers remain responsible for reviewing all delivery conditions applicable to their order before completing checkout. 

5.10 House of Eugénie currently ships only within the specific regions listed in Section 6.1. Customers are responsible for ensuring that their delivery address falls within an approved shipping zone before placing an order.

5.11 Orders placed with addresses outside of the eligible regions will be cancelled and refunded.

 

6. Shipping Policy

6.1 House of Eugénie ships exclusively to the following locations:
a. Canada: Québec, Ontario, British Columbia
b. United States: New York
c. France: Paris
d. United Kingdom: London

6.2 Estimated delivery times:

• Canada: 3–15 business days

• USA (New York): 3–20 business days

• Paris (France): 3–5 weeks

• London (UK): 3–5 weeks

6.3 Delivery times may vary due to customs, carriers, weather conditions, or external circumstances.

6.4 Customs duties, VAT, import fees, and brokerage charges are not included in product prices and remain the customer’s responsibility.

6.5 House of Eugénie is not responsible for customs delays or additional fees.

6.6 Tracking numbers are provided when available.

6.7 Once a package is marked “Delivered,” House of Eugénie is not responsible for theft, loss, or misdelivery.

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7. Local Pick-Up (Montréal Only) 

7.1 Local pick-up is available exclusively in Montréal. 
7.2 Orders will generally be ready within five (5) business days. 
7.3 Customers must email House of Eugénie to schedule a pick-up time. 
7.4 Pick-up times are confirmed based on availability; reasonable efforts will be made to accommodate the customer. 
7.5 The exact pick-up location will be provided once the order is ready. 
7.6 Customers are responsible for picking up their order within a reasonable time after notice is provided. 
 

8. Damage Claims 

8.1 Major damage claims must be reported within 48 hours of delivery or pick-up. 
8.2 Customers must provide: 
a. clear photos of the damaged item 
b. photos of the outer shipping box (if shipped) 
c. photos of internal packaging 

8.3 All original packaging must be kept. 
8.4 Claims submitted without required documentation cannot be processed. 
8.5 Claims are evaluated individually and at the discretion of House of Eugénie. 

 

9. Return & Exchange Policy 

9.1 General Policy 

House of Eugénie offers two categories of products: 
(a) handmade, vintage, antique, or one-of-a-kind vessels and candles, and 
(b) new, commercially manufactured items such as branded candles, matches, and accessories. 

Because handmade, vintage, and one-of-a-kind pieces cannot be replaced, these items are final sale, except in the limited circumstances described in Section 9.2. 

New and commercially manufactured items may be eligible for return, exchange, or store credit, subject to the conditions below. 

 

9.2 Eligible Exceptions (48-hour window) 

A return, exchange, or store credit may be considered within 48 hours of delivery or pickup only for: 

a. incorrect item received 
b. major structural defect upon arrival 
c. major shipping damage 

Required documentation: 
– clear photos of the item 
– photos of packaging and shipping box (if applicable) 
– confirmation that all original packaging is intact 

Requests missing documentation cannot be evaluated or approved. 

 

9.3 Commercial Items Eligible for Return 

Certain new, commercially manufactured products (such as House of Eugénie branded candles, House of Eugénie candles, match sets, or other accessories) may be eligible for a return, refund, exchange, or store credit, provided that: 

a. the item is unused, unlit, unaltered, and in perfect resalable condition 
b. all original packaging is intact and undamaged 
c. the return request is made within the timeframe indicated on the website or order confirmation 
d. shipping costs for returning the item are covered by the customer unless otherwise stated 

Approval remains at the discretion of House of Eugénie. 

 

9.4 Items Not Eligible for Return or Refund 

The following items are strictly non-returnable and non-refundable: 

a. candles that have been lit, tested, or partially burned 
b. any handmade, vintage, antique, or one-of-a-kind vessel or candle 
c. altered, customized, personalized, upgraded, or refurbished pieces 
d. items damaged after delivery or pickup 
e. items showing natural vintage wear, patina, or age-related variations 

These characteristics do not qualify as defects. 

 

9.5 Customer Happiness & Commitment 

House of Eugénie is committed to fairness, respectful communication, and good-faith evaluation of every situation. 
While certain items must remain final sale for legal and practical reasons, we will always explore reasonable solutions—including exchanges or store credit—when appropriate and possible. 

Our priority is to ensure a positive, elegant customer experience aligned with the values of the brand. 
 

10. Items Not Eligible for Refund 

10.1 The following items are strictly non-returnable and non-refundable: 

a. used, tested, or lit candles 
b. handmade, vintage, antique, or one-of-a-kind vessels or candles 
c. customized, altered, upgraded, or refurbished products 
d. items damaged after delivery or pick-up due to improper handling or storage 
e. items displaying normal vintage wear, patina, age-related marks, or natural variations 
f. commercial items that are no longer in their original, unused, unopened condition 

10.2 Customers acknowledge these limitations at the time of purchase, as they are necessary due to the nature of the products offered by House of Eugénie. 
 

11. Refill & Custom Vessel Policy 

11.1 Refills are available only for selected non-commercial, unique vessels, subject to prior approval. 

11.2 Refills are not available for House of Eugénie promotional/logo candles or any commercial/batch-produced items. 

11.3 Customers may request to have their own vessel transformed into a candle. Acceptance of a customer-owned vessel is subject to approval based on safety and compatibility. 

11.4 All refill or custom vessel inquiries must be submitted by email and confirmed by House of Eugénie before any drop-off or shipment. Contact : housofeugenie@gmail.com

 

12. Product Composition & Scent Disclaimer 

12.1 All House of Eugénie candles are intentionally unscented. This design choice highlights the purity of form, the natural glow of the flame, and the aesthetic character of each vessel. The absence of fragrance does not constitute a defect. 

12.2 Most candles are hand-poured in Montréal using natural soy wax, soy blends, or beeswax blends. Because each candle may vary in composition, the exact wax formula is always specified in the individual product description. Customers acknowledge that wax composition may differ between products. 

12.3 Vessels may be vintage, artisanal, new, or upcycled, and natural variations in appearance, patina, texture, and finish are inherent to these materials. These characteristics are not considered defects and do not qualify for return or refund. 

12.4 Unscented candles may carry a light natural aroma from the wax or wick. Minor variations in natural wax odor between batches are normal and do not constitute a defect. 

12.5 Product descriptions clearly disclose whether a candle is unscented and specify the type of wax used. By completing a purchase, customers acknowledge and accept the information provided in each candle’s product listing. 

 

13. Intellectual Property 

13.1 All content on the House of Eugénie website—including text, photographs, product descriptions, branding elements, and creative assets—is the exclusive property of House of Eugénie. 
13.2 Reproduction, distribution, modification, or commercial use without written consent is prohibited. 
13.3 Violations may result in legal action under Canadian, U.S., UK, and EU intellectual property laws. 

 

14. Liability 

14.1 House of Eugénie is not liable for: 
a. improper or unsafe candle use 
b. damages due to overheating vintage vessels 
c. accidents resulting from failure to follow safety instructions 
d. delays from carriers or customs 
e. theft, misdelivery, or loss after delivery confirmation 

14.2 Liability is limited to the fullest extent permitted by law. 
14.3 No guarantee is made regarding product longevity beyond normal use. 

 

15. Governing Law 

15.1 For Canadian customers, these terms are governed by the laws of Québec. 
15.2 For U.S. customers, federal and state laws apply. 
15.3 For French and UK customers, applicable consumer law applies. 
15.4 Where permitted, disputes shall be brought before the courts of Québec, Canada. 
 

16. Payment Methods 

16.1 Accepted methods of payment currently include: 
a. credit cards 
b. debit cards 
c. approved offline payments, including payment upon pickup at the House of Eugénie atelier 

16.2 Full payment must be received prior to shipment. For local pickup orders, payment may be completed at the atelier at the time of pickup, subject to confirmation. 

16.3 House of Eugénie may add or remove payment methods at any time. Customers are responsible for verifying available payment options at checkout. 

16.4 Orders may be cancelled if fraudulent, suspicious, or unauthorized activity is detected or suspected. 

 

17. Opening Hours & Contact Availability 

17.1 Customer support is available by email seven days a week. 
17.2 A response may take up to 48 hours. 
17.3 House of Eugénie does not accept walk-ins. 
17.4 All visits and consultations are by appointment only and must be scheduled via email. houseofeugenie@gmail.com