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When should I expect my order to arrive?
- Most orders will be shipped from our distribution warehouse within 3-5 business days, but please allow 7-10 business days after new product releases or store-wide sales.
When you purchase an expedited shipping rate, please note that this impacts carrier timeframes for transit only. Due to the nature of being a handmade small business, processing times will not be expedited with a faster carrier speed.
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Do you provide tracking information for orders?
- We do. All orders will be provided a shipping confirmation via email that includes a tracking number.
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How do you ship your packages?
- Currently due to USPS delays, we are shipping the majority of our flat rate and free shipping packages via UPS Ground. If you’d prefer your order shipped USPS or expedited faster than ground, please choose your preferred method during shipment instead of our promotional flat rate options. Shipping costs are provided during checkout in real-time from these carriers to give you the best price available.
Additionally, if you provide a P.O. box or APO shipping address, your order must be shipped via USPS and can potentially take up to an additional 30 days to be delivered due to current COVID-19 delays.
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Do you ship internationally?
- We are happy to ship worldwide! As with the above question, you will be able to see shipping costs during checkout provided in realtime from the available carriers.
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What happens if my tracking number stops updating and my package is never delivered?
- Once your order has been passed off to the shipping carrier, unfortunately we do not have any further access or control of the package's transit. That said, if your package tracking shows no movement for 30 days, we are happy to provide you with a shop credit for the order’s value less shipping.
Alternatively, if your package is lost in transit, you can contact the carrier and file a claim for your personal reimbursement directly. (Do not file this claim for reimbursement to Candelles!)
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Will you cover international customs fees?
- Unfortunately, no. When shipping internationally, the customer is responsible for all fees associated with the transit of the package. Once we ship your order and provide you with a tracking number, you are responsible for tracking your order down and paying any additional fees necessary in order to receive your package.
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Can I return one of the candles I had ordered?
- Because our items are handmade, we do not currently accept returns. While we know that you can't exactly smell the candles before ordering online, we do our best to describe our scents as accurately as possible with all fragrant notes listed. Please consider gifting to a friend!
If you believe there to be a defect, please email us as soon as possible at hello@candelles.com thoroughly detailing the issue and providing clear pictures.
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Can I cancel my order?
- Our orders are processed in our distribution warehouse on a routine basis throughout each day. We can only cancel orders if they haven't been fulfilled yet. Once our warehouse has fulfilled your order (even if you've yet to receive a shipping confirmation), we are unable to cancel. Email as early as possible and we’d be happy to cancel if your order has not yet been processed.
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What should I do if I've received a broken candle in my order?
- If your package is delivered with any damage, please email us at hello@candelles.com with your order number and a clear picture of any damages and we’d be happy to replace your candle.
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How do I get in touch with you regarding wholesale?
- We love wholesale! You can learn more about becoming a retailer on our wholesale page, or by visiting our linesheet directly at candelles.faire.com
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How can I get in touch with regarding anything else (blog reviews, giveaways, comments, concerns, praises, etc.)?
- You can either fill out our contact form here or e-mail us directly at hello@candelles.com.
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Do you offer discounts or coupons?
- Yes! We like sales and tend to do them from time to time. We keep all of our customers in the loop through our social media sites like Facebook and Instagram. We also are pleased to offer Candelles Cash for purchases, reviews, and social media follows; these are reward points you can redeem for discounts year-round!
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What is the approximate burn time of your candles?
Because soy wax is the cleanest and most efficient wax to burn, our candles have excellent burn times. Our Standard candles will burn 80-120 hours. Our Petite candles will burn 30-50 hours. Our Tumblers will burn 75-100 hours.
These statistics were tested when burning a candle between 2-4 hours at one single time and relit for another 2-4 hours after it's hardened. If you keep your candle burning all day long, it will surely burn through faster than our projected timeframes.
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Are your candles vegan friendly?
- Yes, they are. We go the extra mile and have 100% natural soy wax produced by U.S farmers, all natural fragrance oils, non-treated lead-free cotton wicks, and no dyes. All of our fragrances are also alcohol-free and phthalate-free!
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Do you make candle favors for special events?
- We do! We will help you find the size and jar of your choice and even assist you in customizing a label to match any event.
E-mail us at hello@candelles.com or contact us here for more information!
If we haven't answered all of your questions, do not hesitate reaching out to us. We'd be more than happy to assist you further!
