Frequently Asked Questions (FAQ)

We know that shopping online sometimes comes with questions — and we’re here to make things simple and clear. Below, you’ll find answers to the most common questions about our products, shipping, payments, and returns. If you still need help, feel free to contact us directly.

1. Where do you ship from?

All orders are processed and shipped from our U.S. facilities or our trusted fulfillment partners. We ensure every candles is packed carefully and shipped securely to your address.

2. How long does shipping take?

We process all orders within 0–3 business days (excluding weekends and holidays). Once shipped, delivery usually takes:

  • United States: 7–12 business days
  • Canada, UK, EU: 7–15 business days

You’ll receive an email with tracking details as soon as your package is on its way.

3. Do you offer free shipping?

Yes! We offer free standard shipping for all orders in the United States, Canada, the United Kingdom, and the European Union. There are no hidden fees or handling costs.

4. How do I track my order?

Once your order ships, you’ll receive a tracking link via email. You can click the link anytime to see the latest status of your delivery. If you haven’t received tracking information within 5 business days, please email us at [email protected].

5. Can I change or cancel my order?

Yes, but please contact us quickly! You can cancel or modify your order within 24 hours of placing it. After that, the order will move into processing and may not be changeable. If it has already shipped, you can still request a return once you receive it.

6. What is your return policy?

We accept returns and exchanges within 30 days of delivery. Items must be unused, unwashed, and in their original condition. We’ll send you a free prepaid return label for U.S., Canada, UK, and EU orders. Full details can be found in our Refund & Return Policy.

7. When will I receive my refund?

Once we receive and inspect your returned item, refunds are processed within 5-10 business days. Your bank or PayPal may take an additional 15 business days to show the funds in your account. You’ll receive an email confirmation once the refund is complete.

8. What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard) and Stripe. All transactions are securely encrypted to protect your information.

9. Are your candles machine washable?

Yes! Our candles are made from durable, skin-friendly materials that are easy to care for. For best results, we recommend machine washing cold with similar colors, tumble drying on low, and avoiding bleach or ironing directly on printed designs.

10. How can I contact customer support?

We’re always happy to help. You can reach our support team by email or phone during our working hours:

  • Address: 1108 Mt Vernon St, Philadelphia, PA 19123, USA
  • Email: [email protected]
  • Phone: +1 ‪(323) 825-9462‬

Didn’t find the answer you were looking for? Visit our Contact Us page — we usually respond within one business day.