FAQ
Giving back
Do you support a charity?
Yes, a portion of our proceeds goes to THAW, a 501(c)(3) non-profit providing heat and electricity to the elderly, unemployed, disabled, and underemployed. We believe in giving back to the community.
Payments
What forms of payment do you accept?
We accept most major credit cards as well as PayPal - we do not currently accept cash, check, Venmo, Bitcoin, or money orders.
Why was my order cancelled?
Although this rarely occurs, we will occasionally cancel orders under the suspicion of fraud. We have metrics in place to protect all of our customers and if flags are raised, an order cancellation may be necessary. If this does occur, we will contact you immediately with an explanation. Flamme reserves the right to cancel any order.
Returns
How can I return or exchange my order?
To start the refund process, please send us an email at hello@flammecandles.com with your order number and the zip code associated with your order. If you are not satisfied with your purchase, you can request a return or exchange within thirty (30) days of purchase if the candle is in the original condition and packaging. Please note that unless a manufacturing defect is present, we cannot accept returns of candles that have been lit.
If you elect to return your candle completely, you can print your prepaid label, review your refund estimate and track the package back to our warehouse. We are committed to processing refunds quickly, so you will likely receive notice of your refund within hours of your return arriving to our warehouse. Refunds can take 1-2 weeks to be reflected in your account.
Please note that if you chose to return an item outside of the standard process, we will not be able to reimburse for return shipping and your refund will be delayed due to additional processing time.
Please allow additional return shipping time for returns from military bases (APO/FPO).
While refunds leave our account immediately, it can take from a few days to up to 2 billing cycles for the money to appear in your account based on your bank's processing times.
What if my candle arrived damaged?
We take every precaution to ensure your candle arrives to you as quickly and safely as possible, however on rare occasion, damage may occur in transit. If this has happened, please send us an email at hello@flammecandles.com with the following:
- Photos of the packaging and candle if possible
- Quantity of broken candles as well as the order number and we'll send a replacement ASAP.
- Please ask for a refund OR a replacement If you feel your candle has a manufacturer defect, please follow the steps above so we can solve your issue as quickly as possible.
Shipping
How long does shipping take?
We are currently operating with an abundance of caution as it relates to the health and safety of our team. During the current season, we expect most orders to be processed within 7 business days. You’ll receive a tracking link as soon as your order ships. Rest assured, we’re working hard to deliver your order as soon as possible.
Domestic Shipping: Our standard shipping typically takes anywhere from 2-10 business days.
International Shipping: Depending on the location selected, international shipping typically takes up to 3 weeks to arrive.
My tracking number isn't working!
Don't worry! All packages take up to 24 hours to update as the carrier needs to receive the package and update it within their system after it's picked up from our warehouse, so it's likely your package will update by the end of the day. If there's any outstanding issues after 48 hours please contact us and we'll look into the situation :)
My package was lost/stolen
We ship with only the most reliable carriers worldwide including FedEx, USPS, and UPS. Once the package has left our warehouse, Flamme cannot be held accountable for lost, stolen or mis-delivered packages, but we want you to have the best possible experience with our company!
Please contact the carrier assigned to your order and see if they have any insight. If they are unable to assist, please email us at hello@flammecandles.com so we can work with you to resolve this
Do you offer international shipping?
We currently offer international shipping to Canada as well as shipping to certain European. You can expect international packages to take up to two weeks to arrive, although it's usually a bit faster! We ship to the following European countries: England, France, Germany, Italy, Netherlands, Spain, and Switzerland.
**Please note the following**
International shipping does not qualify for free shipping. Due to customs and the logistics of international shipping you may experience delays outside the defined shipping time.
Do you ship to military bases?
Yes! We proudly ship to APO/FPOs and it is included in our flat rate shipping fee. Just a note from the USPS to help you ensure your package is addressed correctly: Make sure you include the unit and box numbers, for APO/FPO/DPO shipping addresses (if assigned).
To prevent mail from entering foreign mail networks, do not include city or country names in APO/FPO/DPO shipping addresses.
**Please note that free shipping does not apply to the following areas: Canada, Europe, Pacific Non-Contiguous United States **
Orders
What are your wholesale requirements?
To open an account with us, please email: hello@flammecandles.com so we can get started. Be sure to tell us a little about your store so we can get to know our retail partners.
Wholesale Returns
Flamme does not accept returns for unsold product or overstock unless in the case of product that is damaged upon arrival. Please notify us immediately and include photographs of the damage so we can get that taken care of right away.
Brick and Mortar Only
We only accept retail partners that have a physical brick and mortar location. We do not currently allow wholesale orders for e-commerce, online stores or marketplaces. Flamme candles are not allowed to be resold online by third parties. We do not offer exclusivity on any of our wholesale accounts.
About Our Candles
Flamme Candles are hand poured in glass jars. We use all natural soy wax for a clean, consistent burn. The custom fragrance blends are natural essential oils and/or non-toxic synthetic oils. Our premium cotton wicks are lead free and the candles are paraben, petroleum and phthalate free. The burn time is 50-60 hours.
Can I add a gift note?
Absolutely! As you add an item to your cart, you'll notice that there is an option to "add gift message" right before you proceed to checkout, and you can always click on the cart icon on the right hand side of the page to access the gift message box as well; be sure to hit proceed right after so that you checkout and get the order started! Orders processed without a gift message unfortunately cannot have a message added to an existing order due to the way our fulfillment process works. We're currently working on ways to adjust this so our customers can add a gift message after the fact, but at this time we're unable to offer any additions or edits to gift messages on processed orders.
I entered the wrong shipping address! Can I change it?
Unfortunately we cannot change the shipping address for orders once they are placed due to the automated nature of our fulfillment there isn't an ability to alter the address.
If your package was shipped via FedEx or UPS you can request a redirect, although this may cause you to incur an additional fee. Flamme Candles is not responsible for mis-delivered packages if the wrong shipping address, and we're unable to make changes on our end.
If you need to change a shipping address after an order has been placed please reach out to FedEx, USPS or UPS to facilitate your request; any address change requests to our Helpdesk will be re-directed to this FAQ.