Discover Bois de Cade | Free delivery on orders over 80 euros
Frequently asked questions
posted on : 12 May 2025
Discover Bois de Cade | Free delivery on orders over 80 euros
posted on : 12 May 2025
By telephone on 04.73.51.39.80 from Monday to Friday, 9am to 12.30pm and 1.30pm to 5pm excluding public holidays.
By e-mail at ambiancecade@muzard-sarl.com, we will reply as soon as possible
Via our contact form
Telephone customer service is available Monday to Friday, 9am to 12:30pm and 1:30pm to 5pm. Outside these hours, please contact customer service by email or via the contact form.
If you have any questions about our products, please contact us via our contact form or by e-mail at ambiancecade@muzard-sarl.com .
You can also contact us by phone.
For any request via the contact form or by e-mail, we will get back to you within 24 to 48 hours. This time may be extended during our vacations when these are displayed on the home page or when your message has been sent during a public holiday.
You can reach us on 04.73.51.39.80 from Monday to Friday, 9am to 12.30pm and 1.30pm to 5pm.
You can also contact us by email at ambiancecade@muzard-sarl.com , and we’ll get back to you as soon as possible.
We deliver to mainland France, including Corsica, and to all French overseas departments and territories.
We also deliver in :
Packages are dispatched within 2 working days of receipt of payment, except in exceptional circumstances (involuntary out-of-stock situation, in which case you will be notified as soon as possible).
Delivery time is between 24 and 72 hours, depending on the carrier selected.
We offer several carriers: La Poste Colissimo, DPD or Chronopost.
For each of the Colissimo and DPD carriers, we offer home delivery or delivery to a collection point.
Delivery costs depend on the value of your order, the destination and the delivery method you choose.
Please refer to the following tables to find out how much your delivery will cost.
France and French territories
Europe
World
Shipping costs include: preparation of your order, packaging and dispatch of your parcel.
The tracking number of your parcel is available in your customer area. Your tracking number will be active within 24 hours of shipment.
My parcel is indicated as delivered but I haven’t received it. What should I do?
Here’s what to check if your delivery tracking indicates that your package has been delivered but you haven’t received it:
After all these checks, if you still haven’t found your parcel, contact our customer service department with your order reference.
Once your order has been confirmed, you cannot change your delivery address.
However, we advise you to contact us as soon as possible by telephone in order to
so that we can find a solution if possible.
For orders delivered outside mainland France, local taxes and customs duties may apply when your package is delivered and may be requested by the carrier. These additional charges are the sole responsibility of the buyer.
Under no circumstances will Muzard SARL be liable for any additional costs related to the delivery of the order, other than the delivery costs invoiced at the time of the conclusion of the sale on our website.
It is possible to have your order delivered to a “point relais”. Point relais delivery is only available in mainland France and Corsica via Colissimo, and only in mainland France via DPD.
We take every precaution to ensure that your parcel arrives in good condition. However, parcels can sometimes be subject to minor or major damage during transit. We ask you to check the condition of the parcel on delivery.
If the parcel shows external defects such as impacts or tears, take the time to check the contents in the presence of the delivery person in order to verify that the goods are in good condition. If this is not the case, refuse the parcel so that it can be returned to us for replacement.
By choosing Colissimo home delivery, you don’t need to be present at the delivery address to receive your parcel. If the parcel is the right size, it will be deposited in your letterbox. If not, a notice will be left in your letterbox with instructions on how to collect your parcel (after the letter carrier’s second visit, your parcel will generally be deposited in the post office serving your address).
If you choose Colissimo home delivery with signature, you must be present to collect the parcel against your signature. If someone else signs for you, you are responsible for receiving the parcel.
If you are not present at the time of delivery, a notice will be left in your letterbox with instructions on how to collect your parcel (after the letter carrier’s second visit, your parcel will generally be deposited at the post office serving your address).
If you choose DPD Predict home delivery, the carrier will inform you in advance of the delivery date and time slot. To receive the parcel, you must be present during this time slot. If you are not present at that time, your parcel will be dropped off at the nearest available relay point.
If you choose DPD Classic delivery to your workplace, the carrier will deliver to companies Monday to Friday from 8am to 6pm. You must be present to sign for your parcel. If you are not present, the parcel will be represented the following day. It will then be returned to us if you are unable to accept it at the second presentation.
If you choose delivery by Colissimo Point Relais or DPD Point Relais, you have 5 to 10 days to collect your parcel. After this period, the parcel will be returned to us. This period is the same for parcels dropped off at a post office or Point Relais when you are away from home.
When a parcel is returned to us by a post office or a relay point because it has not been collected within the time limit set by the carrier, a re-shipment fee will be charged.
The cost is €9 incl. VAT, regardless of the value of the order or the carrier (excluding Chronopost, which charges €17 incl. VAT).
The parcel will be reshipped to the same address as initially chosen, using the same delivery method.
This amount is valid for metropolitan France only; for other destinations, the amount will be calculated according to the destination.
This amount can be paid either by credit card by telephone or by bank transfer. Once payment has been received, the parcel will be reshipped as soon as possible.
The following payment methods are accepted:
Muzard SARL
Ambiance Cade
19 route de Sainte Marguerite
63300 Thiers
Payment by credit card is secured by Banque Populaire’s Cyberplus® Paiement Net. Under no circumstances does your credit card number pass through our website, since when you make your purchase, you enter it directly on our banking partner’s interface. No number is kept in our files.
When you pay by cheque, your cheque is cashed on the day it is received by Muzard SARL, owner and creator of the Ambiance Cade® brand. Your order will then be prepared within two working days of the cheque being cashed.
We do not offer payment in instalments.
Unfortunately, you can only use one promotional code per order. Promotional codes cannot be combined.
It’s so easy! Go to your shopping cart, click on “Do you have a coupon code?” and apply your code. Codes are only delivered via our newsletters, via commercial collaborations on social networks or available on the home page of our website.
Once the order has been validated and paid for, the promotional code you wish to use is no longer applicable. However, if we have not yet processed your order, please let us know as soon as possible so that we can add a small compensatory gift.
Do you have a store and would like to resell our products? Visit our reseller page.
Do you have a business and would like to offer cade to your customers or employees? Visit our page dedicated to business gifts and CSEs
We do not offer group orders. However, you can organize yourselves to place an order with the people you wish to save on delivery costs.
We regularly make offers to our customers.
Our promotional offers are generally visible on the home page, on the relevant product pages or on our social networks.
To make sure you don’t miss out on any offers, sign up for our newsletter.
It is also possible to pay by cheque. Your order will be dispatched once the cheque has cleared.
As an exception, it is possible to pay for your order by bank transfer, particularly for orders outside France when credit card or cheque is not possible. The order will be prepared and dispatched once the bank transfer has been received.
There may be several reasons why you have received a “payment refused” or “payment abandoned” message:
If the problem persists, we recommend :
You have 14 days to return the products as soon as you receive them. After this period, no returns will be accepted. For the return to be valid, the products must be returned unused and unpacked, in their new and original packaging, so that they can be marketed again. Once the return has been made, we will refund your money within 8 to 14 days of receipt of the parcel in our factory. Refunds will be made by bank transfer or via the credit card used at the time of purchase.
Return shipping costs are entirely at the buyer’s expense.
We invite you to contact us as soon as you notice the anomaly so that we can proceed with the exchange of the product.
It is possible that you made a mistake when placing your order and that the product you received is not to your liking. In this case, you can return the product(s) you do not wish to keep. You are responsible for the cost of returning the product(s).
Once the parcel has been received at our premises :
If we find that the item is in perfect condition and that you are within the legal withdrawal period, we will offer you a refund, a credit note or an exchange of your product with another. In the latter case, you will be responsible for shipping costs.
If the legal withdrawal period is exceeded, we will only offer you a credit note (within a maximum of 30 days, including the legal withdrawal period).
If the item is opened, used, damaged or not in its original packaging, no exchange or refund will be possible.
For scented products:
If the product has not been opened, it is possible to make an exchange under the conditions mentioned above.
If the product has been opened, it is not possible to exchange the item.
Items purchased on sale are neither refundable nor exchangeable.
As you are responsible for the return, you are the owner of the tracking number for your parcel. It is therefore up to you to check by your own means that we have received your parcel.
In most cases, once we have received your parcel, we will process your request within 7 working days.
If you do not hear from us, please do not hesitate to contact us by telephone for faster processing of your request.
Yes, you need to create an account to place an order.
Your customer account gives you access to your order history, invoices, coupons and personal information.
Yes, we offer preferential rates for resellers.
Simply contact us by phone on 04.73.51.39.80 or by email at ambiancecade@muzard-sarl.com . Our sales department will take over from there to find out what you need.
Before contacting us, please bring along your Kbis certificate, all your billing, delivery and contact details, and your VAT number. This information will be required to create your professional customer account.
There is no minimum order value for professionals. We offer free shipping on orders over a certain amount.
To access all the information dedicated to professionals, please contact us.
To receive our professional catalog, please contact us directly by phone on 04.73.51.39.80 or by e-mail at ambiancecade@muzard-sarl.com.
We have no minimum order, so you can place an order with small quantities to test our products.
You can contact us at
By telephone: 04.73.51.39.80 Monday to Friday, 9am to 12:30pm and 1:30pm to 5pm.
By email: ambiancecade@muzard-sarl.com