FAQ

Personalization

The personalization of our labels is available on our website and in all our stores and corners.

Our products

WHAT SIZE ARE THE POTS?

- Small pot: 8 cm in diameter, 8 cm in height
- Standard size pot: 10 cm in diameter, 10 cm in height
- Large pot: 14 cm in diameter, 14 cm in height
- Extra large pot: 18 cm in diameter, 18 cm in height
- XXL size pot: 24 cm in diameter, 24 cm in height

To find out the total height of a plant in its pot, consult the product sheet for the plant in question.

HOW MUCH DO THE PLANTS WEIGH?

- Small: approximately 300g
- Standard: approximately 700g
- Large: From 1.5kg to 2.3kg
- Very large: From 5 to 5.5 kg
- XXL: From 7 to 7.5 kg

My order

HOW DO I USE MY PROMO CODE?

By Charlot promo codes are valid on our website and in-store. They are not valid at retailers or retailers.

To use your promo code, simply enter it in the dedicated box when confirming your basket.

MY ORDER IS VALIDATED, CAN I MODIFY IT?

Once your order has been validated and therefore prepared, you can no longer modify it. If you have any problems, please contact our customer service as soon as possible by phone or email ( help@bycharlot.com ) to find a solution.

I HAVE NOT RECEIVED MY ORDER CONFIRMATION EMAIL

This one may have slipped into your spam folder. If not, you can refer to your customer area and you will find all your orders there:

Log in here with the email address you used when placing your order and register as a new customer if you have never logged in to your customer area before.

ABSENCE DURING DELIVERY

If you are not there at the time of delivery, the carrier will leave a calling card or contact you to schedule a new delivery.

In the event of a delivery problem or delay, you will find the tracking number for your order in the order confirmation email or directly in your customer account.

If the package is displayed as "Delivered" on the carrier's website but you have not received it, please contact our customer service by email at help@bycharlot.com .

DOES THE INVOICE APPEAR IN MY PACKAGE?

No invoice is included in our packages. If you're looking for your invoice, it can be found in your customer area:

Log in to your account with the email address you used when placing your order and register as a new customer if you have never logged in to your customer area before.

THERE IS AN ERROR IN MY ORDER / AN OVERLOOK, WHAT SHOULD I DO?

We are sincerely sorry for this incident, write to us at help@bycharlot.com and we will offer you a solution.

Don't forget to tell us your order number.

HOW LONG CAN I KEEP MY PLANT IN ITS PACKAGING?

Plants are carefully packaged for worry-free travel. Our plants can stay in their packaging for up to 2-3 days. Once received, remove the packaging, protective film, and tissue paper to allow your plant to breathe.

Delivery

By Charlot delivers your orders throughout the European Union (excluding Corsica and Switzerland)

For all orders (except XXL plants):
 Next-Day Delivery: This service offers express 24-hour delivery for all orders placed before 12 p.m. Monday through Friday. Orders placed on weekends are delivered on Tuesdays.

For XXL plants:
 Next-Day Delivery: This service delivers within 24-48 hours for all orders placed before 12 p.m., Monday through Friday. Orders placed on weekends will be delivered by Wednesday at the latest.

Returns & Refunds

PLANTS

You can cancel your order at any time by emailing us, as long as your plant has not been handed over to our carrier. We will then refund your entire 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.

OTHER PRODUCTS

For all products such as accessories and perfumes, you have the standard right of withdrawal, namely 14 working days. The product must be returned to the following address:

BY CHARLOT - ANADIA
1597 Bédarrides road
84260 SARRIANS

in the same condition in which it was shipped, i.e. new and undamaged.

Interview

HOW SHOULD I CARE FOR MY PLANT?

Each variety requires different attention. To take care of yours, refer to the care instructions available on each product page.

The light:
Light is essential for the well-being of all our plants, which also do not tolerate shaded areas well. Place them in a bright room, avoiding direct sunlight. In winter, keep them away from radiators. In spring and summer, they will appreciate a dose of natural fertilizer.

The right watering:
Watering frequency depends on several factors (species, season, temperature, etc.), our plants fear excess water above all else. Water them in small doses and let the soil dry thoroughly before any further watering.

HOW SHOULD I CARE FOR MY POT?

Clean your pot with a soft, slightly damp cloth. Let it air dry. Hand wash only: do not put in the dishwasher. Be careful not to knock it over; the metal can be prone to scratches.

Plant Guarantee By Charlot

If, despite all the care taken with your plant, its condition deteriorates within 30 days of receiving it, contact us at help@bycharlot.com and send a photo to exercise your By Charlot guarantee. We will send you a "refill" plant. You will need to empty your current pot and insert the refill sent.

Business Space

If you are a business, you can:

Didn't find answers to your question?
Do not hesitate to contact us by email at the following address: help@bycharlot.com