Frequently Asked Questions
How long does shipping take?
You will receive an email confirmation along with tracking once your order is on its way to you.
Do you offer international shipping?
We currently ship to addresses within the United States only. For customers in Canada, Hotel Lobby Candle is available at our partner's website HoltRenfrew.com. Check back with us soon, as we are working on expanding our shipping worldwide.
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. We offer a 7 day return policy, so if for any reason you change your mind about your purchase, you can return it, in its original condition, within 7 days of the date you received it and receive a refund.
Each item returned will incur a $5.00 restocking fee that will be deducted from the refund amount. 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 firstname.lastname@example.org
Please allow up to 10 business days to process your return
Can I exchange my candle?
Unfortunately we are not able to offer exchanges at this time.
Can I cancel my order?
Orders may be cancelled within 24 hours from when they're placed.
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.
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.
Have a question that's not answered here? Contact our candle concierge and we'll get you sorted out right away: email@example.com. We are also available by phone at (203) 716-1883.