Welcome to our Frequently Asked Questions.
Here you'll find clear answers to all your questions about your entire shopping experience: account creation, order placement, payment methods, delivery times and costs, package tracking, returns, and refunds. Our goal is to support you every step of the way and offer a reliable, transparent, and stress-free experience.
FAQs
🛒 Orders
How do I place an order?
Choose your items, select the desired size and color, then click “Add to cart”. Once you have selected your products, click “Checkout” and follow the payment steps.
Can I modify or cancel my order?
Our orders are processed quickly. If you wish to modify or cancel an order, please contact us as soon as possible at support@sublime-wax.com.
If the order has not yet been shipped, we will do our best to modify it.
💳 Payment methods
What payment methods are accepted?
We accept payments by credit card (Visa, Mastercard, American Express) and via PayPal.
All payments are 100% secure thanks to an SSL encryption system.
Is my payment secure?
Yes ✅
Payments made on www.sublime-wax.com
are protected by a security protocol (SSL) which encrypts your banking data.
No payment information is stored on our servers.
I'm having a payment problem, what should I do?
If your payment is declined:
Please check that your bank details are correct.
Try using a different card or via PayPal.
or contact your bank (sometimes the international transaction is blocked for security reasons).
If you have any doubts, you can also write to us at support@sublime-wax.com.
🚚 Delivery / Shipping
What are the order processing times?
All orders are prepared and shipped within 1 to 5 business days after payment confirmation (excluding weekends and public holidays). During peak periods, this timeframe may be slightly longer.
What delivery methods are offered?
We work with several carriers to offer you suitable options:
Colissimo / Chronopost / Mondial Relay: delivery in 2 to 5 working days after dispatch in mainland France.
How much does delivery cost?
Shipping costs are calculated automatically during checkout, based on weight and destination:
France: from €3.60
Express delivery: from €9.99
Free delivery on orders over €85 (mainland France)
🔁 Returns & refunds
How do I request a return?
Write to us at support@sublime-wax.com
with your order number and the reason for the return.
We confirm the instructions and address.
Return the item properly packaged.
Upon receipt and inspection, we will inform you whether or not the return is accepted.
Return costs: to be borne by the customer, except in the case of an error on our part (defective, damaged, or non-compliant item).
Refunds
Once the return is received and inspected, we will confirm by email whether or not the refund has been approved.
If approved, refund to the original payment method within 10 business days.
Depending on your bank/card issuer, it may take a few extra days for the display to appear.
If 15 working days have passed without a visible refund, please write to us at support@sublime-wax.com.
Contact
SublimeWax — Returns Service
Address: 15 avenue de l'Europe, 35340 Liffré – France
Tel.: (+33) 07 49 90 74 93
Email: support@sublime-wax.com
🔍 Order tracking
How can I track my order?
As soon as your order is shipped, you will receive an email with your tracking number. You will be able to track your package in real time via the carrier's website.
What should I do if my parcel is late, lost or damaged?
What should I do if my parcel is late, lost or damaged?
If your order does not arrive within the estimated time frame, please contact us at support@sublime-wax.com .
• Damaged package: send photos within 48 hours of receipt.
• Lost package: we open an investigation with the carrier.
• Incorrect address: always check your address. If returned to sender, reshipping fees may apply.
What happens if the delivery address is incorrect?
Please carefully check your address before finalizing your order.
In the event of an incorrect address resulting in the return of the package, reshipping fees may apply.