FAQ

FAQs

1. What is your return policy?

We offer a 14-day return policy on all eligible items. To be eligible for a return, items must be unused and in their original packaging. Please note that burned candles and customized items are non-returnable. For more details, please visit our Return Policy.

2. How do I initiate a return?

To start a return, you can sign into your customer account within 14 days of receiving your order to initiate a return. Include your order number and reason for the return. Once approved, you will receive instructions on how to return your items.

3. Do you offer exchanges?

We do not offer exchanges at this time.

4. How long does shipping take?

Shipping typically takes 5-10 business days once your order is processed. Processing time is usually 3-5 business days, but custom or made-to-order products may take longer.

5. Do you offer international shipping?

Yes, we offer international shipping to Canada. Delivery times and costs vary depending on the destination. Please be aware that international customers are responsible for any customs duties or taxes.

6. How can I track my order?

Once your order has been shipped, you will receive an email with tracking information. You can use the tracking number to monitor the status of your shipment.

7. Can I cancel my order?

Orders can be canceled if order has not been shipped. Custom or made-to-order items cannot be canceled once production has started.

8. What should I do if my order arrives damaged?

If your order arrives damaged, please contact us within 14 days of receiving your package. Provide photos of the damaged items and your order number, and we will assist you with a replacement or refund.

9. Do you offer free shipping?

We offer free shipping within the US.

10. How can I contact customer service?

For any questions or concerns, you can reach our customer service team at info@essenceelegances.com. We’re here to help!