Once your order has been validated and therefore prepared, you can no longer modify it. In case of a problem, please contact our customer service as soon as possible by phone or email to find a solution.
No invoice is included in our packages. If you are looking for your invoice, you will find it in your order confirmation email and in your personal space. If you cannot find it, please write to us at firstname.lastname@example.org
By Charlot coupon codes are eligible on our website and in shop. They are not eligible in the corner or at a retailer.
To use your coupon code, simply enter it in the dedicated box when validating your basket.
The plants are carefully packed for safe travel. Our plants can stay in their packaging for up to 2/3 days. Once received, the packaging, protective film and tissue paper must be removed to allow your plant to breathe.
This may have slipped into your spam. If not, you can refer to your customer area and you will find all your orders there.
We are very sorry about this incident, please write to us at email@example.com and we will propose a solution. Don't forget to mention your order number.
Returns and refunds
You can retract your order at any time by writing to us by e-mail as long as your plant has not been handed over to our carrier. We will then reimburse you for the full amount of your order, including shipping costs.
If your plant is in the process of being delivered or has already been delivered, we will unfortunately not be able to refund or exchange it.
For all products such as accessories, herbariums, fragrances, you benefit from the classic right of withdrawal, i.e. 14 working days. The product must be returned to the following address BY CHARLOT - 30 rue salvador Allende 95870 Bezons in the same condition as it was sent, i.e. new and undamaged.
If your label arrives stained or with the slightest printing defect, simply write to us at firstname.lastname@example.org or via the contact form on our website and we will send you a new one at our expense.
You can also decide to change the personalised label of the plant if it is not suitable, we will send you a new one at our expense.
Warranty and after-sales service
We have a By Charlot guarantee system that lasts for 30 days after purchase. We offer a refill system where the plants are repotted in beautiful By Charlot embroidered fabric pots. You will need to empty your current pot and insert the refill sent.
- Delivery via GLS: this service offers delivery within 24-48 hours, only from Monday to Friday.
- Delivery via Chronopost Express: This service offers 24-hour express delivery for all orders placed before 12 noon the previous day. Only from Monday to Saturday.
- Delivery via Paack: this service offers 24 hour express delivery in the Paris region between 10am and 10pm. But also a SameDay delivery, delivered the same day for all orders placed before 2 pm, for a delivery between 6 pm and 10 pm.
As soon as your order is shipped, you will receive its tracking link by email
Each variety needs different attention. In order to take care of yours, please refer to the maintenance booklet available on the "Maintenance" page. If in doubt, please contact our customer service department at email@example.com
Clean your pot with a soft, slightly damp cloth and soap. Leave to dry in the open air. Care should be taken by hand only: do not put in the dishwasher. Be careful with shocks, metal can be subject to scratches.
- If you are located in the Paris area, we can propose you to come to our workshop located at 113 BOULEVARD BEAUMARCHAIS, 75003 Paris. Our terrarium-makers will be able to offer you a redesign of your terrarium, according to your needs. The workshop is open from Monday to Saturday from 10am to 6pm.
- If you are not in the Paris area, we can offer you a kit to refresh your terrarium, available on our website here.
The customization of our labels is available on our website and in all our shops and corners.
Personalization with engraving is available on our website for sizes XS and S and in our shops on rue Legendre and boulevard Beaumarchais for sizes XXS and XS.
-Pot size Petite: 8 cm diameter, 8 cm height
-Pot size Standard: 10 cm diameter, 10 cm height
-Pot size Grand: 14 cm diameter, 14 cm height
-Pot size Très Grand: 18 cm diameter, 18 cm height
-Pot size Grandiose: 24 cm diameter, 24 cm height
Miniature : 150g - 200g
Petite : 284g - 342g
Standard : 708g - 672g
Grande : 1628g - 2260g
Très grande : 4920g - 5330g
Grandiose : 7216g - 7570g
Personalization with engraving is available on our website for sizes XS and S and in our shops on rue Legendre and Boulevard Beaumarchais for sizes XXS and XS.
You did not find an answer to your question?
Do not hesitate to contact us by e-mail at the following address: firstname.lastname@example.org