About Us

• Who are we?
  Dione was created in 2023 on the shores of Lake Leman, in the canton of Vaud. Founded by young graduates in design from Ecal and sustainability from Unil, we wished to bring together our knowledge and passions to craft something natural, welcoming, and beautiful. That is how Dione came to life

• What are our core values?
  Dione was created with the vision of offering a unique experience through our universe, a world of unspoiled nature, respect, and serenity. At the heart of everything we do are four guiding principles: transparency, ecology, inclusivity, and equality.

• How do we put these values into practice?
  Our first value is ecology. Every product is designed with great care to minimize environmental impact while maintaining its own character and premium quality.
  
  Our second value is transparency. We believe a sustainable economy requires openness about origin, composition, and production methods. That is why under each product you will find detailed information about how it is made, what it contains, and where each component comes from. If you need more details, you can always reach out to us through our contact form.
  
  Our third value is inclusivity. Our universe is open, kind, and welcoming. We believe no fragrance belongs to a single identity. If one of our creations resonates with you, then it is yours. We also make every effort to write in inclusive language. If you ever notice a lack of inclusivity in your experience with us, please let us know as this truly matters to us.

Products

• Are your products natural and vegan?
  Yes. Our candles are made with 100% natural plant-based wax. Only the fragrance, which represents about 5% of the product, is not natural in origin. This synthetic fragrance is needed to be certified safe. We do not use essential oils in our candles as they may pose health risks when exposed to a flame.

• Where do your ingredients come from?
  Our wax is a blend of European rapeseed and a little amount (approx 15%) of Asian coconut. Our stainless steel jars are currently made in China, although we are actively seeking European manufacturers. Our wicks and papers are made in Switzerland. Our fragrances are produced in France.

• Where are your candles made?
  All of our candles are handmade in Switzerland.

• Do your candles present any risks?
  Our natural wax greatly reduces harmful fumes compared to paraffin or other chemical waxes. Our fragrances are specially developed for heat exposure and remain stable when burning.

• One of the products is out of stock. When will it be available?
  During busy periods certain fragrances may temporarily sell out. This is only short term and they are usually back within a few days. You can subscribe to our newsletter to be notified when they return.

• How are products packaged?
  Packaging is kept minimal for ecological reasons while ensuring safe delivery. We do not use plastic. Packaging materials are exclusively cardboard and paper.

• I am not sure which fragrance to choose. Can I try them for free?
  Yes. We offer a complimentary fragrance discovery kit, sent directly to your home. It is a no-obligation way to explore our signature scents and step into our universe.

• I received a broken candle. What should I do?
  Despite careful packaging accidents can happen. Please send us a photo of the damaged product, a brief explanation, and your order number to contact@dione.boutique. We will get back to you within a few business days with a solution.

• The wax looks irregular or has small cracks. Is this normal?
  Yes. Our plant-based wax may react to temperature changes, creating small irregularities. This is completely normal and will disappear after the first burn. For the first lighting, allow the entire surface to melt to at least 1 mm deep.

• The wax changed color after burning. Should I worry?
  Not at all. Natural wax may darken or take on a slight orange tint when heated. It is part of its natural beauty.

• The candle is tunneling and melting only in the center. What can I do?
  To prevent tunneling always let the top layer melt fully, at least 1 mm deep, before extinguishing the candle. To fix an existing tunnel, extinguish the flame and while the wax is still warm gently push wax from the sides toward the center with a spoon, being careful not to drown the wick. If excess wax remains stuck to the edges simply remove it with a spoon.

Delivery

• Do you ship outside Switzerland?
  At the moment we only deliver within Switzerland.

• How much is the shipping cost?
  At the moment we offer a free shipping for orders of 55CHF and more. We ask a small amount of 4.90CHF for smaller orders.

• How long does delivery take?
  Orders are usually delivered within 7 to 10 days.

• Which carrier do you use?
  All orders are shipped with Swiss Post.

• How can I manage my delivery?
  Once your parcel is in transit you will receive an email from Swiss Post with an estimated delivery date. You can then manage the delivery directly on their website.

• Can I cancel my order?
  Yes. You have 12 hours after placing an order to cancel it free of charge by emailing contact@dione.boutique with “Cancellation” in the subject line and your order number in the message.
  
  If the order has already been shipped you will need to wait for delivery and then return the parcel to us. Please see our Refund Policy for details.

• How do I return my order?
  Please see our Refund Policy page, located at the bottom of our website.

Payment

• What payment methods do you accept?
  At the moment payment is available by bank invoice only. After purchase you will receive a confirmation email followed by a payment email with a QR-Bill invoice. This may take a few hours to arrive. Card and Twint payments will be available soon.

• How long do I have to pay my invoice?
  You have 30 days from the invoice date.

• What happens if I pay late?
  If your payment is not received within 30 days we will send you reminders.
  
  The first reminder is sent after 1 day and is free.
  
  The second reminder is sent after 8 days and is free.
  
  The third reminder is sent after 20 days and has a cost of CHF 15.
  
  The final reminder is sent after 35 days and has a cost of CHF 30.
  
  If no payment is made after 50 days legal action will be initiated.

• I cannot find my invoice. What should I do?
  No problem. Email us at contact@dione.boutique and we will resend it to you.

• How are refunds handled for returned items?
  If you already paid, a refund of the order will be issued within 5 days after we receive your return. The shipping cost will not be refunded if the order is already sent.
  
  If you have not paid yet, your invoice will simply be adapted to the shipping cost and you will be notified by email.

Custom Orders

• Do you offer custom or special orders?
  Yes. We provide a tailor-made service for private events or businesses that require special attention. Please email us at contact@dione.boutique to discuss your needs.

Other Questions

If you have any other questions, feel free to contact us at any time.