Frequently Asked Questions

hotel lobby candle mosaic

Shipping

 

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 Canada and the United States. 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 concierge@hotellobbycandle.com with your order number and reason for returning. We will send you a return authorization with shipping instructions. Merchandise may not be 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

 

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. Our candles are made-to-order and cannot be cancelled beyond that point.

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.

 

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.