FAQ
WHAT IF MY PACKAGE IS LOST?
ONCE THE PACKAGE LEAVES OUR FACILITY, IT FALLS UNDER THE LIABILITY OF THE COURIER AND CAN BE SUBJECT TO ISSUES THAT ARE OUT OF OUR CONTROL.  YOU WILL NEED TO CONTACT THE ACCORDING SHIPPING SERVICE FOR UPDATES ON ANY DELAYS OR SHIPPING ERRORS.

PLEASE MAKE INQUIRIES ON IDLE PACKAGES WITHIN 30 DAYS FROM THE ORDER DATE. YOU MAY CONTACT OUR SUPPORT TEAM IF YOU HAVE ANY ADDITIONAL QUESTIONS.

WHAT IF THERE IS AN ERROR ON MY SHIPPING ADDRESS?
 PLEASE CONTACT CUSTOMER SERVICE AS SOON AS POSSIBLE WITH THE CORRECT ADDRESS INFORMATION SO WE CAN TRY TO CATCH THE ERROR BEFORE THE PACKAGE IS PROCESSED.IF WE ARE UNABLE TO CATCH THE ERROR IN TIME, PLEASE CONTACT THE COURIER.

HOW CAN I TRACK MY ORDER?
ONCE YOUR PACKAGE HAS SHIPPED, YOU WILL RECEIVE AN EMAIL WITH CORRESPONDING TRACKING INFORMATION. PLEASE ALLOW 48 BUSINESS HOURS FOR THE TRACKING TO UPDATE.

HOW LONG UNTIL MY ORDER SHIPS?
PLEASE ALLOW 48 BUSINESS HOURS FOR YOUR ORDER TO SHIP. IN THE EVENT THAT THERE IS A DELAY OUR CUSTOMER SERVICE TEAM WILL REACH OUT WITH MORE INFORMATION.

WHERE DO YOU SHIP?
WE SHIP WORLDWIDE. PLEASE HAVE A LOOK AT SHIPPING RATES AND TAXES DERIVED FROM YOUR ORDER FOR GEOGRAPHICAL SPECIFICS.

BY PLACING AN ORDER WITH US, YOU AUTHORIZE US OR OUR DESIGNEE TO FACILITATE SHIPMENT TO YOUR ADDRESS OUTSIDE CANADA &. THE UNITED STATES. YOU ALSO ACKNOWLEDGE THAT, PURSUANT TO THE CUSTOMS LAWS OF YOUR PLACE OF DELIVERY, THE SHIPMENT MAY INCUR DUTIES AND IMPORT TAXES UPON DELIVERY. THIS CHARGE IS DETERMINED BY YOUR LOCAL CUSTOMS AUTHORITY. PAYMENT OF THESE MAY BE NECESSARY TO RELEASE YOUR ORDER FROM CUSTOMS. FOR MORE INFORMATION, PLEASE CONSULT YOUR LOCAL CUSTOMS OFFICE.

WHAT IS THE REFUND POLICY?
REFUNDS WILL ONLY BE PROCESSED IN THE CASE OF DAMAGED OR INCORRECT ITEMS RECEIVED, PLEASE CONTACT CUSTOMER SERVICE TO REVIEW AND RESOLVE YOUR ISSUE.

PLEASE MAKE INQUIRIES ON DAMAGED OR INCORRECT GOODS WITHIN 7 DAYS OF THE DELIVERY DATE.

HOW DO I CARE FOR MY CANDLE?
TRIM THE CANDLE’S WICK TO ¼” BEFORE EVERY BURN AND ALLOW THE CANDLE TO BURN FOR A MINIMUM OF 3-4 HOURS TO PREVENT THE WAX FROM TUNNELING. THIS IS ESPECIALLY IMPORTANT FOR THE FIRST BURN.

WHAT ARE THE CANDLES MADE OF?
ALL CANDLES ARE SOY/WAX BLEND. PARABEN FREE, PHTHALATE FREE, FRESS OF ANIMAL TESTING.

WHAT PAYMENT METHODS ARE ACCEPTED?
We ACCEPT VISA, MASTERCARD, AMERICAN EXPRESS AND DISCOVER.

HOW DO I ADD THE PERSONALIZATION?
EACH CANDLE IS DESIGNED FOR PERSONALIZATION.

THE BETTER WORLD FRAGRANCE HOUSE GOLD MARKER IS A SIGNATURE FEATURE THAT ALLOWS YOU TO GIFT THE CANDLE WITH A CUSTOM TOUCH OR JUST EXPRESS YOURSELF ARTISTICALLY.

 
WHAT IF I HAVE MORE QUESTIONS?

PLEASE REACH OUT TO CUSTOMER SERVICE CS@BETTERWORLDFRAGRANCEHOUSE.CO FOR ANY FURTHER QUESTIONS.

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