Frequently Asked Questions
How long does shipping take?
Hotel Lobby Candle currently ships with FedEx, UPS, or USPS. Delivery can take anywhere from 2 to 6 days from when the package leaves our warehouse depending on your location. You may experience delays during the busy Holiday season due to increased carrier volume. Express shipments will be handled by the carrier that can guarantee 2-day delivery based on your purchase location. 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. Please see our Shipping Policy page for complete policy details.
Do you offer international shipping?
Yes, we ship to over 200 countries globally using Passport Shipping, our trusted international shipping partner. Once your order is placed, the package is handed over to Passport for export and to complete the delivery. You will have full visibility of the shipment from beginning to end via your tracking link, and have the ability to communicate directly with Passport should any issues come up that may cause a delay.
At checkout you will have the option to select Duties Paid (DDP) or Duties Unpaid (DDU). Paying duties and taxes up front will save you time when receiving your order as Passport will handle the payment and customs clearance for you. There are some countries where DDP is not available.
International shipments are insured with Passport via CoverX, a leading insurance provider. This insurance covers you for the full item value (or sale price) plus the original shipping cost for theft, loss, or damage during transit. You will receive a separate email from CoverX with details and simple instructions on how to confirm your coverage.
Hotel Lobby Candle is not responsible for import duties and taxes charged by your respective government.
All international orders are final sale.
Do you ship orders to the UK & EU? If so, how will orders be shipped?
Yes, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping and they will be the seller for all orders to the UK for orders under £135 and orders to the EU for orders €150 and Under.
How much is shipping?
Shipping charges for your order will be calculated and displayed at checkout.
RETURNS & EXCHANGES
What is your return & exchange policy?
We understand there may be occasions where you wish to return or exchange an item(s). We offer a 14 day return & exchange policy, so if for any reason you change your mind about your purchase, you may return it for a refund or exchange for an item of equal value within 14 days of the date you received your order. At this time we do not accept exchanges for lower or higher priced items.
Please note we do not offer free exchanges & returns. The refund does not include the shipping charged for sending the item(s) to you or return shipping costs. Exchanges may be done for a flat fee of $15 which includes shipping & handling for the return item(s) and exchange item(s).
To initiate a return or even exchange please visit http://hotellobbycandle.loopreturns.com and follow the prompts.
Merchandise may not used and all inserts must be in tact. Returns are subject to inspection and we reserve the right to refuse your refund or exchange if your return does not meet these requirements.
We will do everything we can to get these processed as quickly as possible, please allow up to 7 business days from delivery to process your refund or exchange order.
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.
Items purchased as part of a set must be returned as a complete set.
All international orders are final sale.
Can I cancel my order?
Please email your request to cancel an order as soon as possible. Once the order has been picked for shipment we cannot cancel it.
What are your candles made out of?
We use an all natural 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 all 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.
Have a question that's not answered here? Contact our candle concierge and we'll get you sorted out right away: firstname.lastname@example.org. We are also available by phone at (203) 716-1883.