CUSTOMER CARE
A little guidance.
A human reply.
From your first question to the details of an order, start here.
01 / HELP TOPICS
The candle
How does the hidden message appear?
The candle is designed to reveal a hidden word as its surface wax warms, typically in 5–10 minutes. Timing can vary with burning conditions. Current images illustrate the concept; final product photography and specifications are being prepared.
What does it smell like?
The current fragrance profile is amber, cedar and soft smoke: warm, woody notes for a quiet evening. Final fragrance and wax specifications will be confirmed before launch.
Is the candle gift-ready?
A gift box is included in the current product offer. Packaging shown is a concept preview; final packaging photography will follow.
02 / HELP TOPICS
Shipping & returns
How much is shipping?
The current checkout rule is $6 shipping, or free shipping on a merchandise subtotal of $60 or more before discounts. A valid free-shipping code also waives shipping. Destinations and delivery estimates are awaiting confirmation before launch.
How do I ask about a return or a damaged item?
Email our team with your order number and a description of the issue. Please wait for return instructions before sending a parcel. Final return eligibility and processing terms will be confirmed before launch.
03 / HELP TOPICS
Orders & payment
Where can I check my order?
Use the order-status page shown after checkout on the same browser and device. If you cannot access it, email our team with your order number and checkout email. A status page or order number alone is not proof of payment.
What does “Test order” mean?
A test order checks the store workflow and is not a customer purchase. It will not be shipped. If the page says “no payment collected”, no payment was taken by that test checkout.
What should I know before ordering?
This store is being prepared for launch. Final size, net weight, delivery timing and the live payment service are not yet confirmed. Please wait for these details before placing a real order.
Asking about an order?
Include your order number and the email used at checkout. Never send passwords, full card details or verification codes.
Please contact us before returning a parcel.