FREQUENTLY ASKED QUESTIONS

You have a question?
Check out the list below to see if you find your answer.

maison shiiba product

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What are your products made of?

Our candles are made of 100% natural vegetable wax (soy & rapeseed) and the pure cotton wick ensures the non-toxicity of your candle.

They do not contain phthalates or CMR.

Where can I find the Candles?

You can find us in the list below:

FRANCE

Department 75

Pigeon Coq
Beyond Paris
Fleux
Les Pépites
Storie
Euclide
Maison Anne De Lafforest
Luvbox paris

Department 77

La petite Caravane

Department 38

Nelly RP Jo & Al design
Mint

Department 53

Idoll

Department 69

Blush iT
Les Embellies d’Amélie

BELGIUM

Coloris fleurs
Immo Jado

SPAIN

Miss Saturday

UNITED STATES

Maison K

KUWAIT

Artisio

NETHERLANDS

SlowleeSlowlee

SWISS

Boutique Ammann

I would like to receive samples

We do not send samples on request. However, for all orders we insert a scented capsule. You can also go to the page scented capsules.

How should I maintain my candle?

We recommend that you burn your candle according to the instructions for use in the accompanying instruction leaflet. You can also find these instructions on our website.

How long do candles last?

The burning time depends on the size of your candle:
The 100gr: Can burn up to 25 hours
The 210gr: Can burn up to 50 hours
The 340gr: Can burn up to 90 hours
However, these burn times are likely to vary depending on the conditions of use.

Where are Maison Shiiba candles made?

Maison Shiiba candles are handmade in Cannes.

ORDER & PAYMENT

accessoires bougie parfumée maison shiiba
Can I make custom orders?

Personalization is on the product page, just write directly on the dedicated inserts.

I want to cancel my order, what should I do?

Once the order has been placed, it is usually not possible to cancel or modify it in any way. If you want to cancel your order, please send an email to hello@maisonshiiba.fr immediately and we will do our best to accommodate you.

Where is the basket for my order?

Your shopping cart is located at the top right of the page. When you click on "My cart", you are immediately directed to the detailed summary of your cart.

How do I add items to my cart?

Click on the items you like and you will automatically be taken to the item's product sheet, where you will have to select any size and scent options, as well as quantities. Then click on the "Add to Cart" button and your item will automatically be added to your cart. You can then continue your order by logging in or decide to continue shopping on the site. At any time, you can access your shopping cart at the top of the home page.

How can I place my order?

You can place your order online 24/7.
The ordering process consists of 6 successive steps:
- clearly identify the selected products with the content options, and the message indicated on the sites www.maisonshiiba.fr
- indicate the quantities requested by product;
- Identify yourself either by entering your username and password, which are strictly personal to you, or by providing all the information usually required for online registration;
- clearly indicate the information necessary for delivery. This concerns in particular the precise address of delivery as well as the possible restrictions of accessibility of the place of delivery (building, floor, digicode...);
- indicate the chosen delivery method;
- read and accept the general conditions of sale; finally, indicate the chosen method of payment.
Once the payment method is selected, you can proceed to the payment of your order on the secure interface, which will validate and confirm your order.

Can I find the details of my order?

You can find the details of your order, but also of your past orders, on your account in the "My orders" section. You can also find your invoices in pdf format and print them.

What are the payment options available ?

Maison Shiiba offers online payment by credit card: Carte Bleue, Visa, Mastercard. Payments by card are always made in euros, even if you are browsing in another currency ($, £ or CHF).
Maison Shiiba also accepts payment by Paypal and bank transfer for professionals. You can then pay in Euros, British Pounds or US Dollars.

Are card payments really secure?

Maison Shiiba takes the security of your payments and the confidentiality of the information you give us very seriously. To this end, the site uses a secure payment method SSL (Secure Socket Layer) which allows the encryption of your bank details during their transmission on the network. Your banking data circulate on the Internet only in encrypted form, i.e. they are coded in such a way as to make them completely unreadable. You can tell that the transmission is encrypted by software as soon as the padlock symbol appears in your browser. The transaction is carried out via the PAYPLUG online payment system, which alone has the banking information provided on the site at the time of payment. When you enter your card number to pay for your purchases, in reality you are transmitting your banking data directly to our bank, CREDIT AGRICOLE, which records them on its highly secure server. This information does not pass through any intermediary, not even Maison Shiiba, and is not stored by our technical provider.

Why was my payment declined?

First, check your payment card details and the information you provided to Maison Shiiba (name, surname, etc.). Then try again. You can also contact your bank to find out if there is a threshold that would block the authorization of your payment.
If the problem persists, then contact our customer service.

MY ACCOUNT

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I don't remember my username / password

Your login is easy to find: it is your e-mail address. To retrieve your password, click on "My Account" at the top of the home page, then "Forgot Password". Enter your e-mail address and we will send you a new password by e-mail. You will then be able to access your account and customize your password in the "My Personal Information" section.

How do I change my account information?

Log in to your "My Account" area using your e-mail address and password, and you will be able to modify your account information. You will find in the "My personal information" section, data such as your e-mail address, your password, information about your children, etc. You can also change your addresses in the "My Addresses" section.

How are the personal data of my account used?

All the information in your Maison Shiiba account is only used in the context of your commercial relationship with Maison Shiiba. The processing of this personal information has been declared to the CNIL under the number 1309937 of July 31, 2008. You have at any time the right to access, modify, rectify and delete the data concerning you in application of article 34 of the law "informatique et libertés" of January 6th 1978.

What is the privacy policy?

We guarantee the confidentiality of the personal information entered. The processing of this nominative and/or personal information has been declared to the CNIL under the number 1309937 of July 31, 2008.
As Visitors or Customers of the sites www.maisonshiiba.fr or www.maisonshiiba.com , you have at any time a right of access, modification, rectification and deletion of the data which concern them in application of the article 34 of the law " Data processing and Freedoms " of January 6, 1978.

GENERAL QUESTIONS

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How do I stay up to date with Maison Shiiba news?

You can join our newsletter and follow us on Instagram, Facebook and Pinterest.

What are the prices charged? Are they inclusive or exclusive of tax?

The prices charged on the site are displayed inclusive of all taxes for orders to countries of the European Union.
For orders to countries outside the European Union, prices are quoted exclusive of tax. However, these orders are subject to possible taxes and customs fees in the destination country. These costs and related formalities are the responsibility of the customer/consignee. They are to be paid directly to the carrier at the time of delivery.

Are taxes included?

Our prices are displayed inclusive of all taxes for orders to European Union countries.
For orders to countries outside the European Union, prices are quoted exclusive of tax. However, these orders are subject to possible taxes and customs fees in the destination country. These costs and related formalities are the responsibility of the customer/consignee. They are to be paid to the carrier at the time of delivery.

Is it possible to have gift wrapping?

This option is available, it is a reusable gift fabric "Furoshiki"

Do you have any discount codes?

Any promotional offers are announced through our newsletters. If you have not received a code from us, there is no applicable offer. Promotional offers are not granted on request.

How can I use my promotional code?

Tout d’abord, pensez à vérifier les conditions d’utilisation du votre code : période de validité, produits concernés, minimum d’achat, etc. Un code n’est jamais remboursable. Certains codes ne sont utilisables qu’une seule fois et ne sont pas cumulables. Si vous avez un code promotionnel Maison Shiiba, vous pourrez nous l’indiquer au moment de la validation du panier dans la zone de saisie ” Code promotionnel ” et n’oubliez pas de valider ” OK ” pour bénéficier de ce code avantage.
Please note that in order to benefit from certain codes reserved for you (birthday, credit, etc.), you must be identified on the site. So be sure to enter your email and password before entering the promotional code.

What if a product is not immediately available?

In the case of an order which would comprise one or more unavailable products as well as one or more available products, we dispatch you the order as of reception of the whole of the products which constitute the order. If you wish to receive as soon as possible the products available immediately, we advise you to isolate these articles in a specific order separately.
If a product ordered is unavailable, we will inform you as soon as possible. The item will then be refunded and you will receive the rest of your order.

How long does it take for my order to be shipped?

In principle, any order placed before 3pm is processed the same day. Nevertheless, the processing and preparation time of an order can be extended depending on the items and last between 1 and 2 working days. As soon as your order is ready to be shipped, you will receive a confirmation e-mail, from there you can take into account the delays of the announced carriers.
In the case of an order which would comprise one or more unavailable products as well as one or more available products, we dispatch you the order as of reception of the whole of the products which constitute the order. If you wish to receive as soon as possible the products available immediately, we advise you to isolate these articles in a specific order separately.

How can I contact customer service?

The Frequently Asked Questions page tries to answer all your questions in the fastest and most detailed way possible.
If you would like to get in touch with our customer advisors, we are of course at your disposal by mail.

Still have a question?

Do not hesitate to write to us for more information

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