Frequently Asked Questions

🛍️ Ordering & Shipping

How long does shipping take?

We offer standard shipping (5-7 business days) and express shipping (2-3 business days). Orders are processed within 1-2 business days. Fragile items are carefully packaged for safe delivery.

Do you ship internationally?

Currently, we ship within the United States. International shipping options are coming soon!

What if my order arrives damaged?

We take extra care packaging fragile items, but if your order arrives damaged, please contact us within 48 hours with photos and we'll send a replacement immediately.

🕯️ Candle Information

What type of wax do you use?

Our candles are made with premium soy wax blend, which burns cleaner and longer than traditional paraffin wax.

How long do your candles burn?

Burn times vary by size: small candles (25-30 hours), medium candles (45-55 hours), and large candles (60-80 hours) with proper care.

Are your candles non-toxic?

Yes! Our candles are made with non-toxic, phthalate-free fragrances and lead-free cotton wicks for safe burning.

How should I care for my candles?

Trim wicks to 1/4 inch before each use, burn for no more than 4 hours at a time, and keep away from drafts. Always burn on a heat-resistant surface.

🏠 Decor Products

What materials are your decor items made from?

We use high-quality materials including ceramic, wood, metal, and glass. Each product description lists specific materials used.

Are your decor items suitable for outdoor use?

Some items are designed for outdoor use - check individual product descriptions for weather resistance and care instructions.

Do you offer custom or personalized decor?

We offer select personalization options on certain items. Look for the 'Personalization Available' tag on product pages or contact us for custom requests.

💡 Usage & Care

How do I clean my decor items?

Care instructions vary by material. Generally, dust regularly with a soft cloth. Specific cleaning instructions are included with each item.

Can I return a candle after burning it?

If you're unsatisfied with a candle's performance within the first few burns, contact us within 14 days for a replacement or refund.

How should I store unused candles?

Store candles in a cool, dry place away from direct sunlight to prevent fading and warping. Keep them upright and covered if possible.

🔄 Returns & Exchanges

What's your return policy?

We offer 30-day returns on unused items in original packaging. Lightly used candles can be returned within 14 days if unsatisfied.

How do I return fragile items?

Contact our customer service team first. We'll provide special packaging instructions and a prepaid return label for safe return shipping.

Do you offer exchanges?

Yes! We're happy to exchange items for different colors, scents, or sizes within 30 days of purchase.

🎁 Gift Services

Do you offer gift wrapping?

Yes! We offer beautiful gift wrapping options at checkout. Perfect for housewarmings, holidays, and special occasions.

Can I include a gift message?

Absolutely! Add your personalized gift message at checkout, and we'll include it with your order.

Do you have gift cards available?

Yes! Digital gift cards are available in various amounts and can be used for any products in our store.

💳 Payment & Account

What payment methods do you accept?

We accept all major credit cards, PayPal, Shop Pay, and other secure payment methods at checkout.

Is my payment information secure?

Absolutely! We use SSL encryption and secure payment processing to protect your information.

Do I need to create an account to order?

No, you can checkout as a guest. However, creating an account helps you track orders and saves your preferences for faster future shopping.

📞 Contact & Support

How can I contact customer service?

Email us at support@essenceofglow.com or use our live chat feature. We respond within 24 hours during business days.

Do you offer interior design consultations?

We're happy to help you choose the perfect pieces for your space! Contact us for personalized decor recommendations.

Can I see products in person before buying?

We're an online-only store, but we offer detailed photos and descriptions. If you're not satisfied, our return policy has you covered!

Still have questions? Don't hesitate to reach out - we're here to help you create the perfect ambiance for your home!