FAQ

Personalisation

Our labels can be personalised, both on our website and in our shop on Rue Legendre.

Our products

WHAT SIZE ARE THE POTS?

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

To find the total height of a plant in its pot, please check the product page for the plant in question

HOW MUCH DO THE PLANTS WEIGH?

- Small: approx. 300g
- Standard: approx. 700g
- Large: from 1.5kg to 2.3kg
- Very large: from 5 to 5.5kg
- XXL: from 7 to 7.5kg

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 a corner or with a retailer.

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

Once your order is placed, it's processed very quickly, so we can't guarantee any changes. That said, feel free to contact us as soon as possible and we'll do our best to help.

Once your order has been confirmed and is therefore being prepared, it can no longer be amended. Should any issue arise, please get in touch with our customer service team as soon as possible, by phone or by email (help@bycharlot.live), so we can find a solution together.

I HAVEN'T RECEIVED MY ORDER CONFIRMATION EMAIL

This one may have slipped into your spam folder. Otherwise, you can check your account area, where you'll find all your orders:

Log in here with the email address used when placing the order, and register as a new customer if you've never logged into your account area before.

ABSENCE DURING DELIVERY

If you're out when delivery is attempted, the courier will leave a calling card or contact you to arrange a new delivery.

If you experience a delivery issue or delay, you'll find your order's tracking number in the order confirmation email or directly in your customer account.

If the parcel is shown as "Delivered" on the courier's website but you haven't received it, please contact our customer service team by email at help@bycharlot.live.

DOES THE INVOICE APPEAR IN MY PARCEL?

No invoice is slipped into our parcels. If you're looking for yours, you'll find it in your customer account:

Log in account with the email address used when placing your order, and register as a new customer if you've never logged into your customer account before.

IS THERE A MISTAKE IN MY ORDER / SOMETHING MISSING? WHAT SHOULD I DO?

We're truly sorry for this hiccup, please write to us at help@bycharlot.live and we'll sort out a solution for you.

Don't forget to let us know your order number.

HOW LONG CAN I KEEP MY PLANT IN ITS PACKAGING?

Our plants are carefully packaged to travel in complete peace of mind. They can happily stay in their packaging for up to 2 to 3 days. Once received, simply remove the packaging, the protective film and the tissue paper so your plant can breathe again.

Delivery

By Charlot delivers your orders to 13 countries: France (excluding Corsica), Belgium, Luxembourg, the Netherlands, Germany, Austria, Denmark, Sweden, Ireland, Spain, Portugal, Italy and Monaco.

Order before midday, delivered the very next day by express.
Any order placed before midday on a weekday is shipped the same day. Within France, it is delivered the next day by express (Chronopost), and by the day after at the latest with standard delivery. Orders placed over the weekend are sent out on Monday.

For our XXL plants:
Being larger, they may need an extra day.

Returns & refunds

PLANTS

You may cancel at any time by emailing us, as long as your plant hasn't yet been handed over to our courier. We'll then be happy to refund your order in full, including delivery costs.

If your plant is already on its way or has already been delivered, we're afraid we won't be able to offer a refund or exchange.

OTHER PRODUCTS

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

BY CHARLOT - ANADIA
1597 route de Bédarrides
84260 SARRIANS

in the same condition as that in which it was shipped, that is to say, new and intact.

Care

HOW SHOULD I CARE FOR MY PLANT?

Every variety needs a different kind of attention. To look after yours properly, refer to the care tips available on each product page.

Light:
Light is essential to the wellbeing of all our plants, which cope poorly with shaded areas. Place them in a bright room, avoiding direct sunlight. In winter, keep them away from radiators. In spring and summer, they'll appreciate a little natural fertiliser.

Just the right amount of water:
How often you water depends on several factors (species, season, temperature, etc.), but above all our plants dread too much water. Water them in small amounts and let the soil dry out thoroughly before watering again.

HOW DO I CARE FOR MY POT?

Clean your pot with a soft, slightly damp cloth. Leave to air dry. Care is by hand only: do not put in the dishwasher. Take care with knocks, as metal can be prone to scratching.

Theme text: By Charlot plant guarantee

If, despite all the care given to your plant, its condition deteriorates within 30 days of receipt, contact us at help@bycharlot.live and send a photo to claim your By Charlot guarantee. We will send you a "refill" plant. Simply empty your current pot and place the refill inside.

Business Enquiries

If you're a business, you can:

Can’t find the answer to your question?
Feel free to drop us a line at the following address: help@bycharlot.live