Frequently Asked Questions

hotel lobby candle mosaic

Shipping

 

How long does shipping take?

Hotel Lobby Candle currently ships FedEx Ground, UPS Ground, or USPS. Express shipments are handled by FedEx with 2-Day service. Selecting express shipping does not guarantee same day fulfillment although we will make our best effort to do so. Our warehouse is closed on weekends and Holidays. You will receive an email confirmation along with tracking once your order is on its way to you. 

 

Do you offer international shipping?

If you're interested in having your Hotel Lobby Candle order shipped internationally please email concierge@hotellobbycandle.com with your complete address and the items you'd like to order and we will do our best to accommodate you. Please note that international orders are final sale and Hotel Lobby Candle is not responsible for import duties and taxes charged by your respective government. International orders will be shipped with FedEx International Economy service.

 

How much is shipping?

Shipping charges for your order will be calculated and displayed at checkout.

 

RETURNS & EXCHANGES

 

What is your return policy?

 

We understand there may be occasions where you wish to return an item(s). We offer a 14 day return policy, so if for any reason you change your mind about your purchase, you can return it, in its original condition, within 14 days of the date you received it and receive a refund. The refund does not include the shipping charged for sending the item(s) to you, or return shipping costs.

Return authorization must be obtained. Please email concierge@hotellobbycandle.com with your order number and reason for returning. We will send you a return authorization with shipping instructions. Please note we do not offer free returns at this time.

Merchandise may not used. All packaging and inserts must be in tact. All returns are subject to inspection and we reserve the right to refuse your refund if your return does not meet these requirements.

We recommend shipping your return with tracking (and insurance) to ensure it makes it back to us, otherwise we will not be able to issue a refund on your item(s).

Please allow up to 10 business days to process your return.

You can always contact our concierge for any return question by emailing concierge@hotellobbycandle.com.

We reserve the right to reject any returns/exchanges that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and a refund will not be granted.

Items that appear used or worn upon inspection are not eligible for a refund.

Can I exchange my candle?

Unfortunately we are not able to offer free exchanges at this time.

 

Can I cancel my order?

Orders may be cancelled within 24 hours from when they're placed.

INGREDIENTS

 

What are your candles made out of?

We use a 100% soy wax, made from US grown soybeans.

Soy burns cooler and longer than paraffin, and as a renewable resource, it is superior for the environment. We believe that uncolored soy is not only safer to burn, but is also more beautiful in its natural color.

Our wicks are lead-free and are made of braided cotton.

Please note that our candles are made from 100% natural ingredients. Slight changes in color and small imperfections in the wax are perfectly normal, and will not affect the performance of your candle. We recommend burning your candles within one year for best performance.

 

Are your fragrances natural?

Our fragrances are a combination of essential oils and fragrance oils. All of our fragrances are phthalate-free and adhere to RIFM and IFRA standards for safety and purity.

 

What is the fragrance load?

Each candle boasts a 10% fragrance load.

 

CANDLE BURNING TIPS

 

How do I burn my candle evenly?

Candle care is key to a great burn. Check out our post on how to properly burn candles here!

 

Can I repurpose my candle?

Hell yea you can!

We actually designed our candles so that you'd be excited to repurpose them. Read our guide to removing the wax from your candle glass, and then check out these awesome suggestions for clever ways to reuse it.

 

How do I fix tunneling?

Oh don't you worry—we've got you covered here too! Here's a list of tips that'll help prevent candle tunneling.  

 

CONTACT US

Have a question that's not answered here? Contact our candle concierge and we'll get you sorted out right away: concierge@hotellobbycandle.com. We are also available by phone at ‪(203) 716-1883.

 

 

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