SHIPPING
How long does shipping take?
Hotel Lobby Candle currently ships with FedEx, UPS, USPS or Amazon Shipping. 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 offer 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 most weekends and Holidays. You will receive an email confirmation along with tracking once your order is on its way to you. Complementary domestic shipping does not apply to Alaska or Hawaii. Please see our Shipping Policy page for complete policy details.
Do you offer international shipping?
We currently do not offer international shipping but hope to have a solution in the near future.
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 be used and all inserts must be intact. 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.
Can I cancel my order?
If you wish to cancel your order, please email, concierge@hotellobbycandle.com, with your request to cancel an order as soon as possible. Once your order has been prepared for shipment we cannot cancel it.
CANDLE INGREDIENTS
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 minimum of a 10% fragrance load.
CANDLE BURNING & SAFETY 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 and learn how to maximize burn time (up to 65hrs)
Can I repurpose my candle?
Absolutely. We 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 suggestions for clever ways to reuse it.
How do I fix tunneling?
Not to worry—we've got you covered here too! Here's a list of tips that'll help prevent candle tunneling.
Candle Safety Tips
Candles create a cozy, inviting atmosphere—but it’s important to remember that they’re also an open flame. Practicing proper candle safety helps protect your home while letting you enjoy every flicker with peace of mind. Whether you’re lighting a candle during a relaxing bath or hosting guests for dinner, these simple precautions go a long way.
All of our candles are made with 100% soy wax, which burns cleaner than traditional paraffin and produces less soot when properly maintained. Even with this cleaner-burning wax, it’s still important to place your candle on a heat-resistant, stable surface, away from anything flammable like curtains, books, or fabrics. Keep your candle out of reach of children and pets, and avoid placing it in high-traffic areas or where it might be exposed to sudden drafts.
Never leave a burning candle unattended. Always extinguish the flame before leaving the room or going to sleep. While soy wax is a more eco-friendly and safer option, it’s still essential to use caution. We also recommend not using candles as a primary light source during power outages—opt for flashlights or battery-powered lanterns instead.
To ensure a long-lasting, clean burn, trim your wick to 1/4 inch before each use. This helps prevent high flames, soot buildup, and mushrooming wicks. Our soy wax burns slower and cooler than paraffin, but for best results, burn your candle for no more than 4 hours at a time and let it cool completely before relighting. If you notice flickering, smoking, or an uneven burn, extinguish the flame, check the wick length, and make sure there’s no draft affecting the flame.
For your safety and the best experience, avoid touching or moving your candle while it’s burning. The container can get warm during use, especially after a longer burn session. Once you’ve extinguished the flame, give the vessel time to cool before handling it. This simple habit not only protects you and your surfaces but ensures your candle continues to perform beautifully every time you light it.
Always extinguish your candle safely—ideally with a candle snuffer to prevent hot wax from splattering. Never use water to put out a flame, as it can cause the hot wax to splatter or even crack the container. Once the candle is out, make sure the wax pool is free from debris like matches, wick trimmings, or dust. Even soy wax can become unstable if foreign materials are left behind. To protect both your surface and the glass container, stop burning your candle when about 1/2 inch of wax remains at the bottom. With these simple safety habits, you can enjoy the full benefits of our clean-burning soy candles—beautiful light, rich fragrance, and peace of mind.
DIFFUSER TIPS
How do I use a diffuser for the first time?
Check out our guide for the best diffuser care here.
How do I refill my diffuser?
Check out our guide to refilling your diffuser here.
What are some best practices when setting up and using my diffuser?
- Allow 48 to 72 hours to start enjoying the fragrance.
- Flip reeds periodically for best performance.
- Multiple diffusers may be required for extra large spaces.
- Fan out reeds for best air flow and performance.
- Try to center the diffuser in the room you're using it, or closest to where you spend the most time in the room.
- Replace or refill once 1/2in of liquid remains in the diffuser.
- Avoid placing the diffuser in places where it could get knocked over.
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.