The LD workshop

1. Customer Service

For any questions, requests for information, or order tracking, the customer can contact L'atelier LD customer service :

📧 Email: latelierldbougie@gmail.com
📍 Postal address: L'atelier LD – 25 Rue Hector Berlioz, 77470 Trilport, France

Requests are processed within an average of 48 to 72 working hours .
The LD workshop is committed to providing a clear, complete and personalized response to each client.

2. Complaints

Any complaint regarding a product or an order must be made by e-mail to the address: latelierldbougie@gmail.com , specifying:

• The order number ,
• The customer's full name ,
• A precise description of the problem encountered (missing product, damaged product, model error, etc.),
• And, if possible, a photo of the product concerned .

Complaints must be submitted within a maximum of 7 calendar days following receipt of the package.
After this period, the products will be deemed compliant and accepted by the customer.

After verification, L'atelier LD will propose, depending on the case:

• A replacement of the product,
• A credit to be used on a future order,
• Or a partial or full refund.

No returns can be made without prior agreement from customer service.

3. Returns

Returns must be made to the following address:
📍 LD workshop – 25 Rue Hector Berlioz, 77470 Trilport, France

Return conditions:

• The product must be returned in its original packaging , in perfect condition, unused and undamaged .
• Personalized products, made to order or already used (lit candles) cannot be returned or refunded, in accordance with article L.221-28 of the Consumer Code.
• Return costs are the responsibility of the customer, except in the event of an error attributable to L'atelier LD (product error or proven defect).

Procedure :

1. The customer informs customer service of their wish to return a product.
2. After validation, the product must be returned within 14 calendar days .
3. After receiving and verifying the product, L'atelier LD will confirm the processing of the return by email.

Refund :

The refund, if accepted, will be made within a maximum of 14 working days from receipt of the returned product.
The refund will be made using the same payment method as that used for the initial order.

4. Defective or non-compliant products

If the delivered product has a manufacturing defect or does not correspond to the order placed, L'atelier LD undertakes to replace it or reimburse the customer, after examination of the product and validation by customer service.

In this case, the return and reshipping costs will be fully covered by L'atelier LD .

5. Applicable law

Customer service, complaints and returns are governed by French law .
In the event of a dispute, an amicable solution will be preferred before any legal action.
In the absence of an agreement, the competent court will be that of the consumer's place of residence, in accordance with Articles L.141-5 and R.631-3 of the Consumer Code.