Most commonly asked questions.
I want to place an order and ...
I am a private citizen
We only work with the best ingredients for our candles and the wax used is almost 100% soya wax. This so we can assure an optimal fragrance spread, optimal burning time while protecting the environment and having respect for nature.
Since this is a personalized product, shipping takes a little longer than a regular product. However, we do our best to make your personalized product as soon as possible. Currently our delivery time is within 1-3 business days. You can see the delivery day on the homepage or in your shopping cart.
Yes, by default you can choose from our designs but you can also upload your own design via custom upload your design in our personalisation tool.
Yes, once you have designed your product you will be given the option to add a gift box.
I am a professional
Yes, given the larger volumes there are separate rates as a B2B customer, contact us and we will provide you with more information and our rates or take a look at the following page.
I placed an order but ...
As long as your order has not been produced yet, this is not a problem. Through your account you can see the status of your product and if it is not produced yet you can click on “Update your design”.
As we work with personalized products returns are not possible. However, if there is something wrong with your order we would like you to contact us at email@example.com. We will then be happy to find a solution to ensure that you are taken care of as soon as possible. Your satisfaction is essential to us. We will do our utmost to provide you with the perfect service.
Definitely! Your product reaches the lucky one as a beautiful gift
No! All administration is done by mail! So you don’t have to worry about anything else
Through your account on our website you can change the order and the delivery address as long as the order is not yet processed. If the order has already been processed and shipped, please send an email to firstname.lastname@example.org with the correct delivery details and your order number. We will contact you as soon as possible.
Through your account on our website you can change the design of your order until it goes into production. Once production starts, this will be blocked and unfortunately you will not be able to change it.
Please email email@example.com with your order number and desired delivery date. We will process your order in the next production but may delay shipping. Please note shipping is only available on a Monday, Wednesday, Thursday or Friday!
You can choose this as an extra when creating your order.
Once the package has left our warehouse the track & trace will be updated after the first scan by the courier. If there is a delay with them, the track & trace will remain at the same status, despite the fact that it has indeed left our place. Fortunately the processing at the courier runs very well and any delays are quickly resolved.
Once a package receives a return scan, it will automatically be sent back to us. Unfortunately, at that moment we can only wait for the package to arrive. Once we have received the package back, we can schedule a new shipment. If the address details were correct the new shipment should not be a problem. If there was an error with the order we would like to receive the correct delivery details from you. Since there is only one shipping included in the original order you will have to pay the second shipping again.
The invoice will follow automatically via email after the order is processed. We send it to the email address on which we received the order. If you missed it, you can always find the invoice in your account on our website at the summary of your order.
The confirmation emails are automatically sent to the email address of the order. If you have not received them yet, please check your spam folder. You can also find all the information about your order in your account on our website.
Unfortunately that is not possible. However, you can always find all the information about your order through your account on our website.
Or send an email to firstname.lastname@example.org and we will be happy to help you.