Non-production items (books, stickers, bookmarks, etc) may ship earlier in 1 - 3 business days.
Frequently Asked Questions & Policies
SHIPPING FAQS
HOW LONG DOES IT TAKE ORDERS TO SHIP?
Processing times will vary depending on the current demand and work load. The average processing time upon receiving payment for an order is 2 - 5 business days (Monday – Friday), not including the shipping transit time.
Custom or special items may take longer. Current processing time may always be found on the checkout page. If you ever need an order by a specific date, please let me know and I will do my best to accommodate! I cannot promise to bump up your order in times of rush but I will do my best. If there are any delays for any reason past the allotted expected time, I will be sure to contact the customer.
DO YOU OFFER FREE SHIPPING / HOW DO I SAVE ON SHIPPING?
Orders over $100 ship for free, no coupon code needed!
Orders under $100 will ship via USPS or UPS. Please select your desired shipping method during checkout. Outside of the free shipping offer, there are currently no other ways to save on shipping costs. We bill customers how much it costs us to ship a package.
All shipping rates are estimated by USPS / UPS, so please check the estimated pricing with all items in your cart before messaging! The rates available from the shop are the best possible costs I can offer. Shipping costs are non-negotiable BUT if you feel like a shipping cost may be incorrect, please do send me a message and I will look into it. Some larger orders are sometimes not calculated well due to how the system “packs” them in the boxes and we can come up with a solution. I also do refund any excess shipping that a customer may have paid if it didn’t end up costing that much.
DO YOU SHIP INTERNATIONALLY?
Short answer, yes!
Shipping costs can be calculated with the shipping estimate on the cart/checkout page once you’ve added all of the desired items to your cart. PLEASE NOTE that in some countries, extra customs charges may apply. The customer is responsible for paying those extra customs so please do be aware prior to purchasing. (See next point “What are customs charges and why am I being billed” for even more details on customs charges!) I cannot change the pricing on the shipping label to try to get customs costs lower or removed. By law, I must declare the correct value and would face serious legal repercussions to falsely estimate the product’s value. International shipping can arrive as early as a few business days and can take up to a few weeks. Customs can delay a package if a response is needed so keep an eye on your tracking number! Sometimes tracking numbers will not update once they’ve left the US so if your order still hasn’t arrived after 3 weeks, please let me know and we can put a request in to the post office.
International packages will ship one of two ways: International First Class (for items up to 4lbs, ships a little slower than Priority, NO INSURANCE) or International Priority (over 4lbs, arrives in about 6-10 business days, comes with insurance).
What does insurance on a package mean? If you purchase First Class shipping and a package is never delivered or gets damaged in transit, we cannot process a claim to receive a refund or money back. Unfortunately without insurance, that is the risk a customer is taking. Priority shipping for international shipments does cost more but it does come with that guarantee. Once the package has left my possession and is scanned at the post office, Novelly Yours can no longer be responsible for the handling of the package and its transit speed. The post office will not even allow me to make a claim. We may try to work on a solution that suits both me as the shipper and you as the customer but I cannot guarantee a full refund.
WHAT ARE CUSTOMS CHARGES AND WHY AM I BEING BILLED?
Customs charges may apply to international shipments over a certain amount. These charges are the taxes/duties placed by the customer’s home country and are applied upon the package’s entry into your country. Customs charges are established by the country’s government and are standard practice when importing goods. They are sometimes waived on smaller purchases or only applied when a package’s value reaches a certain amount.
It is the customer’s responsibility to be aware of their country’s rates and standards for any and all customs charges/duties/taxes. Novelly Yours cannot be responsible for any customs charges as they are not billed by my shop and they are not something that I set up.
Customs charges are required by law to be paid by the person who is importing the goods (you, the customer). It would be inappropriate and potentially unlawful for me as the shop to pay, reimburse, or refund for any such charges. This money goes back to your government, not back to me and I am not involved in any way. If you are billed customs charges on your order, you will receive a notification from your postal carrier with the amount that needs to be paid. This is billed through your local customs office and should be payable at your local post office. Your package will be held until customs charges have been paid. Refusal to pay this amount or failure to pay on time (the package will usually be held for up to 21 days, may vary by country) will return your package back to sender (me). If this happens, I will refund your money for the items themselves but I CANNOT refund any shipping costs as I cannot recover those charges and the payment of customs charges was no reflection or issue involved with Novelly Yours. If you wish to have your candles sent back after they have been returned, the customer (you) will be responsible for new shipping costs to ship the package back to you. Please keep an eye on your tracking number to follow your package on its course! It is the post office’s responsibility to send notification of customs charges but the notices do fail to reach people on rare occasions. Watching your tracking may assist to keep tabs on the status of your package. Billing of customs taxes and duties may add additional shipping time out of the control of Novelly Yours Candles. Please make yourself aware of your country’s rates and policies regarding customs charges. They vary by country so I cannot provide a standardized list. Should you have any questions on customs charges, please contact your local customs office, post office, or visit your country’s website for more details. Unfortunately, I cannot assist with this process as I am not involved in the billing or process in any way unless a package comes back to me in which case we may discuss refund or how to re-ship.
HOW ARE MY ITEMS PACKED?
Candles: Candles are packaged in bubble wrap or other proper cushion.
Books: All books will have some sort of outer covering to protect during shipping.
Bookmarks / Stickers / Pins, etc: Will be tucked into a paper sleeve.
Every box is cushioned with packing materials which can range from brown paper, crinkle paper, biodegradable packing peanuts, or sealed air. Orders may be packaged in a secure, standard box or in an official USPS shipping box. Shipping method will depend on order weight.
WHAT HAPPENS IF MY ITEMS ARRIVE DAMAGED?
LOST/STOLEN ITEMS/MARKED AS DELIVERED: If a box is lost in the mail (i.e., tracking never updates/was never marked as delivered), I will start a search with the post office to locate it. If the box can be found, it will be sent on to the customer. If the box cannot be located, we will file a claim and if the claim is approved, I will send out a replacement. PLEASE NOTE that these processes take time! Please have patience as these are postal issues and not a reflection on the shop. Novelly Yours cannot be held responsible for lost packages but we will do the best we can to locate anything missing. If any package has been marked as “DELIVERED” and you cannot locate it, unfortunately, I cannot refund or replace these items. The tracking is my proof that it was delivered safely by the postal carrier. If this happens, please double check the address that was provided, ask around to family/friends/neighbors, and check with the post office to make sure it wasn’t brought back to your local branch. If none of these options turn up your package, unfortunately I cannot assist with refunds since I cannot claim insurance on a delivered package. Items will need to be reordered.
UNDELIVERABLE/REJECTED/RETURNED ITEMS: If an order has been returned to me as undeliverable due to incorrect address as provided by customer /customer unavailability/customer non-responsiveness, shipping costs for original delivery cannot be refunded. It is the customer’s responsibility to follow tracking as provided by Novelly Yours or to follow up within a timely manner to check on delivery if an item has not been received in the expected time frame following shipment. Undeliverable orders can be re-sent based upon agreement with the customer but new shipping charges are at the customer’s expense. Customer notes regarding delivery preferences (i.e. “call before delivering” or “please leave in mailbox”) do not guarantee that the postal carrier will follow these requests and do not guarantee postage refund if the item is shipped back to me. If the customer has extenuating circumstances under which the package must be delivered, it is the customer’s responsibility to communicate that with the carrier. There is no place on the shipping labels for me to designate delivery instructions to the postal carrier.
Returned items due to failure/refusal to pay customs charges are not eligible for shipping refunds. I can refund the amount of the candles once they have been returned to me but I cannot refund shipping charges as customs duties & taxes are the customer’s responsibility.
Returned items due to incorrect address as provided by customer are not eligible for shipping refunds as this is no error of Novelly Yours. The package can be re-shipped but the customer will have to pay the extra shipping costs so PLEASE make sure your address is correct! Any accidental change on my part or inaccurate update from USPS address-checker will be re-shipped free of charge, as this is no fault of the customer’s.
INTERNATIONAL TRACKING NOT UPDATING: Sometimes items don’t get scanned once they leave the US heading to another country or tracking is not guaranteed once it leaved the US. I can assist by putting in a search request with the post office but PLEASE be patient as they take very long to accommodate international requests. We will do our best to track down the package but these processes do take time. Truthfully, the best way to try to track down any missing international packages is for the customer to call their local branch as I cannot be expected to make international phone calls and your local postal carrier may have more information than we are able to obtain from the US Post Service. I will do my best to assist but once the package is out of my hands, I am no longer responsible for its handling.
WHAT HAPPENS IF MY ITEMS DON'T DELIVER?
If the contents of your box are damaged by the shipping carrier, please send photos to me immediately and we can file a claim with the post office. USPS has recently been requiring physical proof after I have already submitted photographic proof. Broken or damaged items may need to be physically taken to the post office in order for a claim to be fully approved and a refund or replacement processed.
Novelly Yours cannot be held responsible for any carrier-caused damages but in most cases, we can file a claim. Depending on the situation, I may need to receive claim approval before I can send out a replacement package.
The summer months can get hot! Candles should not be left in direct sunlight for a prolonged period of time so please keep in mind how long your package will be left unattended/on a porch/in a hot area if ordering in the summer. Novelly Yours cannot be held responsible for any damages due to melting nor any issues with a package being damaged in transit. BUT if an issue does arise, let me know and we can work something out on a case-by-case basis.
International packages will ship one of two ways: International First Class (for items up to 4lbs, ships a little slower than Priority, NO INSURANCE) or International Priority (over 4lbs, arrives in about 6-10 business days, comes with insurance). What does insurance on a package mean? If you purchase First Class shipping and a package is never delivered or gets damaged in transit, we cannot process a claim to receive a refund or money back. Unfortunately without insurance, that is the risk a customer is taking. Priority shipping for international shipments does cost more but it does come with that guarantee. Once the package has left my possession and is scanned at the post office, Novelly Yours can no longer be responsible for the handling of the package and its transit speed. The post office will not even allow me to make a claim. We may try to work on a solution that suits both me as the shipper and you as the customer but I cannot guarantee a full refund.
I NEED MY ORDER BY A CERTAIN DATE. DO YOU GUARANTEE DELIVERY DATES?
No, I cannot guarantee a delivery date.
If you have a specific delivery date request, the request must be made by email and NOT left in the notes section. I will do my best to ship as requested. Please note that processing times may be extended during holiday season or sale rushes.
USPS OR UPS is responsible for delivering your packages. Once packages have been dropped off/picked up, any shipping delays are the fault of the carrier and I cannot be held responsible for transit delays. Please contact the post office/UPS if you are experiencing shipment delays of a package that is in transit. If you are in need of a rush order, please DO NOT use USPS Ground Advantage. This shipping option is the cheapest but can take up to 7 business days to arrive. Any shipping upgrades will not be processed for free unless the delay is on my end as the manufacturer.
CAN I CANCEL OR MAKE CHANGES TO MY ORDER?
REVISIONS: Revisions may be made if the situation allows. Please limit any change to one revision per order. Any revisions must be of equal value.
If you wish to remove an item, I can process a refund.
If you wish to add an item to your order or revise to an item of greater value, you may be directed to place a new order or I will send an invoice.
Shipping charges will be added or waived as the total order weight allows.
If you need to update an address, this change may be made at any time up until the order has been marked as shipped. Please note that addition shipping charges may apply depending on the address change.
All revisions or changes must be sent via EMAIL, not via message or comment on social media. No revisions are final until acknowledged by Novelly Yours. Revisions may be refused depending on order status, order items (special-order item/limited edition/custom, etc), or for any valid reason that a revision may not be possible.
CANCELLATIONS: Standard orders can be cancelled by the customer up until an order has been marked as shipped, with certain exceptions. Custom orders and Scent Obsession candles that have already been produced/partially produced cannot be cancelled.
Novelly Yours maintains the right to cancel an order at any time, within reason which may include but is not limited to: supply issues, production issues, unexpected/personal issues, cannot come to agreement with customer, harassment issues, etc. The customer will always be notified if I as the manufacturer need to cancel the order, and the proper refund will be given.
WHAT IS YOUR CANCELLATION POLICY?
Standard orders can be cancelled by the customer up until an order has been shipped, with certain exceptions. I cannot guarantee an order can be cancelled since often times I do ship quickly. Custom orders and Scent Obsession candles that have already been produced/partially produced cannot be cancelled.
I maintain the right to cancel an order at any time, within reason which may include but is not limited to: supply issues, production issues, unexpected/personal issues, cannot come to agreement with customer, harassment issues, etc. The customer will always be notified if I as the manufacturer need to cancel the order and the proper refund will be given.
WHAT IS YOUR RETURN POLICY?
Returns may be made for an order that is in unused/new condition and if the request has been made within 14 days of delivery date.
The customer is responsible for all return costs, unless the reason for the return is a mistake by Novelly Yours. Initial shipping and/or customs costs will also not be refunded. That was a service that was purchased, used, and completed and cannot be refunded.
Once the order has been received and confirmed to still be in new condition, the customer will be refunded for the items and any applicable sales taxes.
CANDLE FAQS
WHY SOY WAX?
Soy wax has gained some popularity, especially with US candle-makers and the hand-crafted community, because it is all-natural (oil taken from soy beans) and often grown locally (for US sellers) in the US, most often in the midwest! Soy is also great because it burns cleanly, lasts a long time, and is eco-friendly!
It’s also really easy to clean in case of spills, or if you want to use your container for something else when your candle wax has all burned away! (Hot water and regular soap will clean up soy wax!)
WHAT IS A “HOT THROW” AND A “COLD THROW”?
“Hot throw” and “cold throw” are commonly used terms to describe the fragrances and strengths of a candle.
A “hot throw” is the fragrance and strength when the candle is lit. The “cold throw” is the fragrance and strength when the candle is unlit. Some scents of the candle may come out stronger cold throw than hot throw or vice versa. Cold
There are also different “notes” of a candle, often times referring to top, middle, and bottom notes. Top notes are often stronger scents that burn hot and fast, so they tend to be the most noticeable fragrance in a candle’s hot throw and dissipate the quickest. Middle notes are identifiable after those top notes and give a little “heart” to the fragrance (which is why they’re also called heart notes). The bottom (or base) notes are often the more subtle scents in a cold throw, add to an overall feel of a candle, and tend to linger the longest once the candle has been extinguished.
WHAT IS “FROSTING”?
“Frosting” refers to little crystal-like structures that you see on soy wax candles on occasion. Frosting usually occurs during the cooling process or as a result of other things added to the wax (like dye), and can even result from just the wax itself and how it cools. Frosting is a natural occurrence in soy candles, especially with 100% soy wax (which is why some shops choose that “all-natural” wax that contains natural botanical oils that help combat some of that frosting). If you see any frosting on your candles, don’t worry! It’s totally natural and common in soy candles and won’t affect your burn or fragrance. Most of the time it’s from the way the wax melts and resets as it cools.
Frosting and/or discoloration may also occur after burning a candle, especially with darker colored dyes. It all has to do with the way things heat up and then cool down again. It’s all natural with soy wax!
ARE YOUR CANDLES KOSHER OR VEGAN?
Yes! Our suppliers have confirmed that all of the ingredients that we purchase are both kosher and vegan.
DO YOU HAVE ANY CANDLE BURNING TIPS?
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Tins and jars can get warm when burning for an extended period of time, especially if it’s towards the bottom. Keep your candle on a heat-resistant surface and away from kids/pets/flammable objects!
Always allow wax to fully melt/pool to the outer edges before blowing it out. This is typically 3-4 hours for our current candle lines and can even take a little bit longer on the first burn or larger jars. Extinguishing too soon causes wax to tunnel (burn straight down) and then you’re missing out on so much candle! If the first burn doesn’t QUITE reach the edge on the first burn, don’t worry! The candle will catch up on the next burn. This is also often by design because future burns will be a little hotter and we don’t want it to burn too hot and fast later on.
Keep your wicks trimmed and neat! Trimming the wick(s) prevents all of that extra soot from flying around and sticking to the sides of your tin/jar. If your flame is dancing a lot, gets super tall, or forms a “mushroom” on the top, it’s best to blow out your candle, trim the wick, and wait for the wax to cool before relighting. It’s also dangerous when flames get super tall, especially if you’re burning near other objects. Wicks should be kept at around 1/4″ for best possible burning and should ideally be trimmed before every burn.
HOW COME THE SCENT ISN’T FILLING MY ROOM? WHY CAN’T I SMELL MY CANDLE?
1. Make sure you’re using the right candle for your room size! The single wick 9oz jars are meant more for a smaller room. The double wick tumbler jars have a wider jar opening and two wicks so they may work better for a little bit larger rooms. If you have an open concept floor plan or taller ceilings, the fragrance may spread more throughout the house because it has more places to hide. Even if you have the candle close to you, a big room may steal a lot of your fragrance!
2. Step out of the room and come back in a few minutes later. Your nose gets used to smells over time and you may be adjusting to the scent!
3. Allow time for the hot throw to start building. The first burn may take a little bit to get that melt pool going to allow the fragrance to start collecting.
CAN I MAKE CUSTOM CANDLES?
Unfortunately, we can’t process individual custom candle requests at this time. All of our labels are printed by a printing partner and they require that we order at least 10 labels in the same design at a time. If you’d like to order a minimum of 10 of the same label design, please see our Bulk & Wholesale page to see more details or send us an email!
other questions
HOW DO I BECOME A REP / INFLUENCER?
We are not currently looking for any reps or influencers. On occasion, we’ll put out a call for influencers to feature some products we’re looking to share so the best way to know about those is to follow us on social media! Find us at @novellyyours on Instagram and TikTok.
HOW CAN I REQUEST DONATIONS?
I am not currently donating items for personal giveaways (i.e. birthday celebration giveaways, milestone follower giveaways, personal fundraiser, etc.)
If you have an inquiry about a donation to a loop giveaway (participation with other shops) or a donation for an event, expo, or charity event, please send me an email!
WHAT DOES X MEAN IN THE READING TRACKER?
I am happy to answer any questions I can about the Reading Tracker BUT you also have a handy guide in the front inside cover of your book!
POLICIES
HARRASSMENT POLICY
Novelly Yours Candles has a zero-tolerance policy regarding harassment, to all extents of its definition, extending from this website to Etsy and including all social media platforms.
Novelly Yours Candles will not tolerate bullying or harassment of any individual for any reason. This includes statements towards the shop and owner as well as customers, reps, or anyone else speaking of or representing the company.
Novelly Yours welcomes and respects any and all feedback, whether negative or positive. Negative reviews or comments are respected so long as they are constructive criticisms and not of a personal nature. If there are any personal issues regarding Novelly Yours Candles or anyone representing or sharing information about the company, please contact Brittany (shop owner, customer service) immediately and refrain from engaging publicly online. I would be happy to discuss any personal issues in a private manner.