FAQs & Policies | Novelly Yours Candles

FAQs & Policies

Have questions about shipping? Sizes? Custom orders? Check out some FAQs and policies below for the most common questions regarding anything and everything Novelly Yours! 

Last updated 6/19/2017
These are the policies and procedures regarding Novelly Yours and any transactions placed through this website. As the shop owner, I maintain the right to update or change these policies/procedures at any time, within reason. Any changes that would affect any open order would go into effect after the transaction has been completed or with customer's consent.  

SHOP FAQS & POLICIES

How long does shipping take?

My current processing time upon receiving payment for an order is 7-14 days, not including the shipping transit time. Depending on what I have in stock, it may ship much quicker but make sure to allow up to 14 days for your item to ship! Custom items may take even longer.
If you ever need an order by a specific date, please let me know and I will do my best to accommodate!
If there are any delays for any reason past the allotted 14 days, I will be sure to contact the customer.

How much does shipping cost?

All shipping rates are estimated by USPS 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. Please note that shipping costs include costs for packaging, padding, and boxes as well as labels. I currently receive no shipping discounts so unfortunately, I can't discount shipping at this time. 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?

I do ship internationally! 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. I cannot change the pricing on the shipping label to try to get customs costs lower or removed. That is dishonest and actually illegal and there can be serious repercussions for doing so. As much as I'd love to help out and provide the least expensive shipping possible, I can't do anything illegal to do so. If you do have any questions or issues, please contact me!

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. 

What if my item gets damaged?

If your box is damaged by the postal carrier, please send photos to me immediately and we can file a claim with the post office. Novelly Yours cannot be held responsible for any carrier-caused damages but I will work with customers to find a happy solution should this occur!
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.

What happens if my item doesn't deliver?

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.
Please note that Novelly Yours cannot be responsible for lost or stolen packages!!! 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 address/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 resent 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.

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. 

Do you guarantee delivery dates?

No, I cannot guarantee a delivery date. I will work as best as I can to make sure your item arrives on time but I am a small business with a family and another full-time job. I will process a rush order as fast as I can if a delivery date is requested, otherwise your order will ship within the allotted 7 - 14 processing days.
The postal service is responsible for delivering your packages. If there are any delays in shipment, I will work with you to find out where the package is and what the ETA might be but once it has left my hands, I cannot be responsible for any shipping delays.
If you are in need of a rush order, please DO NOT use USPS First Class shipping. This shipping option is the cheapest but can take up to 7 - 10 business days to arrive. Please use Priority shipping rates if you need an item quickly. I will process a shipment as whatever you paid for. Any shipping upgrades will not be processed for free unless the delay is on my end as the manufacturer.

Can I make changes to my order after it's been placed?

Absolutely! But please order carefully as I can only allow one order revision after it's been placed. I have to make all changes manually so the more changes we more, the more room there is for error. Since I want us both to be happy with this experience, I ask that you 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, a separate purchase may be for that item. Shipping charges will be added or waived as the total order weight allows.

All revisions must be sent via EMAIL, not via message or comment on social media. (It's just too easy for comments/DMs to go missed/forgotten/unseen!)

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. 

What is your cancellation policy?

Standard orders can be cancelled by the customer up until an order has been shipped. Custom orders that have already been produced/partially produced cannot be cancelled. If materials were ordered for a custom order but it has not been produced, I will refund the order less the cost of the special supplies. 

I maintain the right to cancel an order at any time, within reason (supply issues, production issues, expected events, cannot come to agreement with customer, etc). The customer will always be notified if I as the manufacturer need to cancel the order and the proper refund will be given. 

Do you process returns or exchanges?

I will accept returns on any order for any reason BUT refunds may not be eligible for all cases. Exchanges are only valid for US shipping addresses. 

EXCHANGES:  If you are not not happy with a candle for some reason that does not involve its structure or performance (for example, you aren't a huge fan of the smell), I can process an exchange for another candle and exchanges should be made within reason. ** Exchanges are only valid within the US. International exchanges open up to too many possibilities of melting issues on the return voyage back to me which results in a total loss of product on my end. ** The customer is responsible for the shipping costs to return the candle back to me and I will only process the exchange once the item(s) have returned back to me fully intact. Items for exchange must be unused/unlit and in good standing condition. If the item arrived to the customer damaged or with issues, this would be grounds for a replacement, not an exchange. I will send exchanges to the same address that was originally provided by the customer unless otherwise agreed upon. Shipping costs on my end must be of equal or lesser value to process an exchange for no extra shipping charges (for example, I cannot send an exchange to an international address when the original order was shipped to a domestic address). If you wish to change the delivery address for your exchange and the shipping cost is higher, the customer is responsible for the difference in shipping.

REPLACEMENTS: Replacements at zero charge will only be processed if the item has a fundamental issue (production/quality) or was damaged in shipment and we are able to process a claim.

For any items that have been damaged in shipment, please immediately send photos of the damaged candles and we will file a claim with the postal carrier. PLEASE NOTE this process takes time and claim may need to be approved before I am able to send replacement items. ** This does not include melting issues!! ** I cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package's safety after the post office delivers it. If you have a melting issue, I cannot guarantee a refund or exchange but we can address this on a case-by-case basis.

I cannot process any returns or refunds without first seeing what the issue is. If there is an issue with appearance or performance, I will need a photograph to process a refund for any returns or to send a replacement. Please remember that frosting is a common occurrence for soy wax. This is not grounds for  a refund/replacement. Each Novelly Yours candle has been test burned with the proper wick and customers are provided with Candle Care instructions, therefore tunneling issues are also not grounds for a replacement/refund. 

If you need to make a return, please contact me within a week of receiving the order. All returns must be shipped back in unused condition (candle must be unlit, melts fully in tact) at shipper's expense.

Once the package has shipped and tracking has been initiated, I can no longer be held responsible for how it is handled in transit/delivery so please be understanding when there are shipping issues. If you have questions about your delivery time, please contact the carrier as I have no control over a postal route. 

Any orders where tracking shows "delivered" cannot be refunded as that is my proof of delivery. The package may be lost or stolen. If the package is still missing after performing investigations, it may need to be reordered.

How are items packaged?

All shipments will be sent in a secure box via USPS with tracking. Tealights or melts may be shipped in a bubble envelope. Any orders under 1lb will be shipped via USPS First Class Mail. Any orders over 1lb are usually shipped USPS Priority. Shipping options will be determined based on quantity/size of items as well as weight.
Items may be wrapped with any of the following: bubble wrap (if the item is glass or possibly fragile), brown kraft paper, or tissue paper. All boxes are filled with krinkle paper for padding... and flair!

Do you process custom orders?

I do! I do put custom requests on hold from time to time if I have too much going on in the shop so please do contact me first! I can make a custom candle in any size but I do require a minimum of one 8oz batch so if you're looking to order sizes smaller than the 8oz tin, the smallest possible order would be multiple candles in the custom scent (for example, two 4oz candles or four 2oz candles).
I can make a custom candle from any fragrance that I currently have in inventory and will try to match your desired color as best as I can! If I don't have a fragrance that you really, truly want to include, I can likely order it from one of my vendors but I will likely have to charge extra.
All custom candles are fully customizable in any of the tin/jar sizes that I currently stock! You get to choose the size, the name, the candle color, the fragrances (preferably no more than 3-5), and the color scheme for the labels. Full customization of labels will only be allowed for personal events (weddings, showers, etc), otherwise the custom label will be processed with your details in the regular Novelly Yours layout. 

Do you accept bulk order requests?

I sure do! As of right now, I am still working a full-time job and candles are my night/weekend job so please keep this in mind when requesting a bulk order. I usually require a few weeks for lead time to make sure I have enough time to order all of the supplies and then produce your order. Depending on my schedule, supplies, and quantity, I may be able to turn an order around quickly so please contact me directly for more info! 

I do offer bulk/wholesale pricing for bulk orders and pricing varies based on the size of the order. Please contact me for details.
I currently am not able to discount shipping on bulk orders but I never overcharge. I will bill you the exact shipping costs.
For details on payments and invoicing, please contact me!

How do I earn reward points?

You must be a registered user to earn rewards -- guests cannot earn loyal points. Once you sign up for an account, you'll start earning rewards right away! You earn points for signing up and for each purchase you make. Social media sharing rewards are not available at this time. 

Help! My reward points aren't showing up!

Sometimes points take a little while to show up. Please allow up to a day for points to transfer over to your account before contacting me. Should any issues arise, I can easily adjust your points to make it right! This also applies to badges, although badges are purely for fun and do not add to any reward point totals. 

SOY CANDLE FAQS

How big is a 2oz candle?

A 2oz candle is about a tall as three tealights stacked on top of each other and a little bit wider. A tealight holds 0.5oz of wax so it's technically four times the size! 

The burn time is about 10-12 hours for a single 2oz candle. Soy wax has a really good burn time and even a tealight candle will last about 3-4 hours!

How come the scent isn't filling my room?

If you feel that your candle is not filling a whole room with fragrance, here are some options to try to help:

Relocate your candle to a smaller room. For example, my open floor plan house lets fragrances permeate between a number of rooms and takes a few candles to get a concentrated smell! You'll be able to smell a candle more in a smaller or more contained room.

Buy a larger candle! The tealights, 2oz candles, and 4oz candles MAY fill a room but are not designed to fill a room with scent due to their small size.

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!

Also note that some fragrances may have a better "cold throw" than "hot throw" meaning you may smell a different balance unlit than when burning. This is totally normal for candles and fragrances due to their balances and performance.

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's the difference between "100% soy wax" and "all-natural soy wax"?

All soy wax is “all-natural” (unless blended with another kind of wax that is not a naturally occurring wax) but there is a difference between “100% soy wax” and “all-natural soy wax”. 100% means that the ONLY ingredient in the wax is pure soy, nothing else. “All-natural” means that the selected wax probably contains natural, botanical oils that help with things like a smooth appearance and prevents a little frosting. Both are totally natural, commonly used, and widely popular but do have different meanings! I saw somewhere else where a seller (not in the book community) had said that “100% soy wax” doesn’t exist but I double checked with my supplier and they definitely sell a “100%” wax! They have many different brands and variations available for purchase but only one 100% soy wax so it may be less common, but it definitely does exist! By the time a candle-maker has this kind of wording on their label, they probably have done their homework and know what they’re marketing but if you ever have a question, I’m sure you can reach out and check! When it comes to legitimacy, both 100% and all-natural soy waxes are perfect for any soy candles sold in containers (like jars or tins — there’s a whole different line of soy waxes for pillar candles since soy wax has a low melting temp)!
The other differences between 100% and all-natural soy waxes are pouring temperatures, maximum fragrance potential (only by a 2% difference, so really not too much), and different melting points. Candle manufacturers usually select the different waxes based on what they want their final product to be/look like since things like melting point (which can also be looked at from the flip side as a cooling point) and how the wax settles within a container for a smoother side/top.

Are all soy candles kosher?

Soy wax is vegetable wax and is a confirmed kosher product. As long as the wax (whether 100% or all-natural with those botanical oils) isn’t adulterated by other items, soy wax is a kosher product. I was able to confirm from my fragrance suppliers that the fragrances that I use are kosher as well but my dye supplier couldn’t confirm if the dyes were kosher as well. This doesn’t mean that candles with dye aren’t kosher but my vendor gets the dye from another supplier and they weren’t able to confirm to me whether the dyes were kosher or not, so I don’t currently market my candles as kosher BUT any candle that I do sell without a dye (any candles that are white in color) are confirmed kosher products!

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. A candle may have a stronger cold throw than hot throw or vice versa. Sometimes fragrances perform a bit differently in the cold throw vs hot throw. Cold & hot throws usually have the same fragrance profile but some scents may come out stronger while burning than while unlit. This is a possibility with some soy wax and sometimes based on the selected fragrance combination.
Anyone who uses fragrances will usually refer to different “notes” of their product, often times referring to top, middle, and bottom notes. Top notes are the scents that come out the most when you smell a candle are are usually the stronger or sharper scents, which is why your nose picks up on them first. 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 the more subtle scents that tend to blend more or aren’t at strong as the top and middle notes. Bottom notes in candles tend to add to an overall feel of a candle rather than being a distinctly identifiable fragrance in itself so if you ever see a scent included in your candle description that you can’t really smell on its own, try to pull it out of that overall feel that it adds to your candle instead of the scent itself! It may be a base note!
For example: Pretty much any time I use a “snow” scent, that’s a bottom note in my candles. It’s a very soft and earthy scent and adds to the overall feel of a candle rather than a customer being able to say “Oh, I smell the snow!” The Queen of Terrasen candle is a great example of picking out these notes! Pine is a very strong scent and that’s easily identifiable and will be one of the first scents someone notices. The lavender in the candle will be identifiable as a middle note because it adds to the candle but doesn’t overpower. The snow, although it’s the second fragrance in the candle in terms of quantity used, will follow as a bottom/base note, softening up that pine and lavender to give the Queen of Terrasen candle a softer feel and not so strong and overpowering with big scents like pine and lavender!

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!

Do you have any candle burning tips?

Tins and jars can get warm when burning for an extended period of time. Keep your candle on a heat-resistant surface and away from kids/pets/flammable objects! The tins that I use for my candles have little feet on the bottom to help avoid some direct heat from whatever table/counter/mantle you may have it on BUT if you burn for multiple hours, the tins still do get hot! I like to put candles on a coaster (marble, tile, ceramic, etc) if I know I’m burning for an extended period of time, just in case! It is still flame next to metal and things can get hot so protect your sensitive surfaces and but a buffer between your candle and your surface, just in case! 

My personal advice… please do not burn candles in your bookcases! If you’re using them for a photo, we as candle-makers will of course always advise caution but leaving a candle burning in/on your shelves is extremely dangerous (wood, paper… you know) and especially candles without feet may damage that wood underneath, or heat given off from the candle may damage the shelves up above! I've seen photos of scorched shelves from the flame giving off heat upward and the underside of shelves getting burned. Even without the flame super close, it does still get very hot! 

Always allow wax to fully melt/pool to the outer edges (usually 3-4 hours on larger candles, at least two hours on smaller candles) before blowing it out! Extinguishing too soon causes wax to tunnel (burn straight down) and then you’re missing out on so much candle! If you’re super quick with that Instagram photo and it’s only burning for a few minutes, that probably won’t cause tunneling but burning for only an hour at a time may start to set a pattern for your wax that you can’t get out of!

Keep your wicks trimmed and neat! I actually didn’t learn about this concept until I started making candles myself a couple years ago but it’s super important! Keeping your wick trimmed 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 relight. It’s also dangerous when flames get super tall (even though it looks kinda cool), especially if you’re burning near other objects. If you’re worried about tunneling, just blow out your candle, trim that wick really quickly, and light it back up so the wax doesn’t even cool! Wicks should be kept at around 1/4″ for best possible burning and should ideally be trimmed before every burn. 

BULK ORDER FAQS

Do you process bulk orders?

I sure do! I'm happy to produce candles for subscription boxes, author promos, pre-order incentives, bridal/wedding showers, and more! 

Can I design a fully custom candle for my bulk order?

Any candles processed for a bulk order can be a regular listing or a custom idea. Any custom ideas will be exclusive to your bulk order unless you request it to be sold in the shop or I have your permission to post it elsewhere.
All fragrance ideas, candle colors, and labels colors are totally up to you and I will do my best to match them all! I do not currently offer fully custom labels (i.e. not my regular shop design) for bulk orders unless it is for a personal event like a bridal shower/baby shower/wedding, etc.

What are your bulk order prices?

Rates vary based on the amount needed. I do offer bulk or wholesale pricing depending on the requested amount. I will be happy to provide a specific quote for your candle needs. 

How quickly can I get candles for my bulk order?

This also depends on the quantity needed as well as how much I may need to order for your custom candles. I generally request 2-3 weeks since I will need to order materials specifically for your order, process it, package it, and ship it! Please keep lead times in mind when making bulk requests. 

What is your shipping policy for bulk orders?

The customer is responsibly for shipping costs. Unfortunately, I don't currently receive any shipping discounts through USPS for small to medium bulk orders but I always bill the exact shipping price and there is nothing added on. Some larger bulk orders (multiple boxes totaling 100lbs or more) may qualify for better rates through UPS. I will always ship the best and most cost-effective way that we can agree upon.
I will ship with whichever shipper you request, although I cannot ship bulk orders via ground transport (whether USPS or UPS/Fed-Ex) during the summer months. (I learned the hard way on this! Melted candles galore. It's not worth the hassle, trust me!)
As with any regular orders, once the order has been shipped, any damages that occur in transit are the carrier's responsibility. I will be happy to replace any damaged/lost items for your order and we can follow the proper procedure to file claims with the carrier.

Do you process international bulk orders?

I do! I've shipped a few bulk orders overseas and so far haven't had many issues! Please note that for any international orders, I will need more lead time for that extra transit time. Other countries may also add on customs charges upon receipt. Any customs charges are the customer's responsibility.  I cannot change the pricing of the candles on the shipping label/customs forms to decrease customs charges as this is illegal so please keep those extra charges in mind when considering an international bulk order.

I will provide a tracking number for all orders and it is important to follow the package as it arrives! A package may be held up in customs and requires customer response to complete the delivery so please keep an eye on the tracking to know when it has landed in your country. 

STILL HAVE MORE QUESTIONS? SEND ME A MESSAGE!