Hotel Lobby Candle - Frequently Asked Questions

Subscription FAQ

What is a Hotel Lobby Candle subscription?

Can't get enough of your favorite HLC candles, diffusers or hand wash? When you sign up for an HLC subscription, any product you subscribe to will be automatically billed and shipped to you as frequently as you would like. You can sign up to receive your products either every month or two months and receive a 15% discount.

How do I sign up for a subscription?

Go the product page for select HLC product you would like to subscribe to and select the option for a subscription and your delivery frequency before you add to cart. You can add as many subscription items to your cart as you want.

Or add product to the cart and choose subscription frequency in your cart before checkout.

How do I make an account?

We've made it super easy for you to create your Hotel Lobby Candle account. You'll want to register here and sign up using the email that you placed the subscription with.

How do I access the customer portal?

You can access the customer portal by creating an account at HotelLobbyCandle.com. Once you have an account, you'll have easy access to managing all subscriptions!

How do I make changes to my subscription?

You can make changes by signing into your customer portal or by emailing concierge@hotellobbycandle.com and we will be happy to do it for you!

When will my subscription be delivered?

You will receive an email confirmation 3 days prior to your subscription order being processed. Once your subscription order is processed, you will receive an order confirmation followed by tracking information once it ships.

What if my address changed?

No problem! You can always update your address through your account with us. You will need to be sure you have created an account online at HotelLobbyCandle.com. Once you have an account, you'll have easy access to managing all subscriptions!

Or you can always email us at concierge@hotellobbycandle.com to update your address.

Is there a cut off date for if I need to cancel or make any changes to my subscriptions?

Yes, you’ll receive a reminder email 3 days before your refill subscription order is processed! You can make any changes until 12 PM EST the day before your order is scheduled to ship.

How do I cancel my subscription?

To cancel your subscription, login to your account and select "Cancel Subscription" all with one click!

Or you can always email us at concierge@hotellobbycandle.com

What payment methods are available for subscription orders?

We accept all major credit cards as well as Amazon Pay and Shop Pay for subscription orders. Unfortunately, you can not use gift cards for subscription orders, and we cannot accept checks or money orders.

How do I update my billing address, shipping address, or credit card information for my subscription?

To update your addresses or payment information, log into your account, and select “Subscriptions”. Once you are in the Subscription Portal, on the right side of the page select “Address & payment details” you will be able to update your shipping, and billing addresses as well as your credit card information here.