FREQUENTLY ASKED QUESTIONS COVID-19?
How can I get hold of your products?
diptyque products are available on the diptyqueparis.com website and on the websites of authorised partner retail shops.
Is home delivery still possible?
Home delivery is still in place for all online orders. The situation may change depending on the decisions taken by local governments.
What are the temporary delivery times and process?
In light of the reduced workforces of our logistic partners, standard home delivery (usually 2 to 5 days) is exceptionally available within 10 to 15 working days depending on your place of residence.
How can I return a product?
For information on the returns procedure, please go to the Delivery and Returns section. Given the current situation, the return period has exceptionally been extended to 60 days (instead of 30) after receipt of your order. If you are unable to return your products we recommend keeping your products in their cellophane wrapping and contacting Customer Services once postal services are back to normal operations. Products bought in stores can be returned or exchanged in store once stores reopen. You have an exceptional 60-day return period (instead of 30) after purchase.
How can I exchange a product?
Exchanges cannot be made online (with the exception of damaged or defective products, in which case please contact Customer Services). Please await the reopening of our stores, where you can exchange unopened products. If you cannot visit a store, please read our advice on returning a product.
I recently received a gift: how can I return or exchange it?
If the purchaser of your gift has ordered it on the diptyqueparis.com site, please read our advice on returning a product with a valid proof of purchase. If your gift was purchased in a retail store, we kindly ask you to await the reopening of our boutiques and to keep the proof of purchase should you still have it. Once our boutiques reopen, please visit our Store Locator for contact details. Please kindly note, you can only exchange or return an intact product (in good condition and unopened – in its cellophane wrapping) in the country of its purchase.
I have placed an order and wish to modify the delivery address: how can I do this?
If your order has not yet been shipped, you can modify your delivery address by contacting Customer Services. If you will not be available to receive the parcel, it will be returned to us and a refund will be issued within 14 days after receipt of the return.
How can I collect my birthday gift awaiting me in store?
Given the current situation and if you have received an email from us, please visit one of our diptyque stores once they reopen. We will honour the gift even if the time limit has elapsed.
When will the diptyque stores reopen?
The reopening of our stores depends on the measures taken by the United Kingdom and European governments.
What hygiene measures are implemented during the delivery process?
Our logistics providers comply with the WHO guidelines to ensure the protection of our employees and customers.
I have purchased or received an olfactory consultation that I cannot attend: what should I do?
The voucher is valid for one year. Please contact our stores once they reopen to make an appointment with your fragrance expert.
I have a gift card issued in store: can I use it on the website?
A gift card cannot be used as payment on our website diptyqueparis.com. Please wait for our stores to reopen to use your gift card.