FAQs, Policies & More
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getting the best burn
Trim Wick – Why trim the wick to 1/4"? This gives the candle a longer burn. Trim the wick before each burn.
Draft Free – Make sure the candle is in a draft-free area.
Burn Time – The general rule is that the candle should burn 1 hour for every inch of the jar (width). This is especially important on the first burn. Make sure that the first burn melts the entire top layer of the candle. This will help prevent a "memory ring" or "tunneling" where the candle burns only the center portion of the candle. Candles should not burn more than 4 hours at a time.
Smell – Not all candles have the same fragrance "throw" or smell. If you can't smell your candle, leave the room and return a few moments later. If you still cannot smell the candle, perhaps the room is too large for the candle. You can place the candle in a smaller room or get a second candle for the larger room. We use the maximum fragrance load per candle. Our candles should be potent in small and medium rooms. Larger rooms might need more than one candle.
Never leave candle unattended – Never leave a lit candle unattended, especially around animals and children.
Our wax comes from American grown soy beans.
Your candle might contain holes, bubbles, or discoloring. This is natural in soy waxes and does not affect the smell or quality of the wax. Over time, you might also notice "frosting" or what looks like snowflakes on the sides of your candle. (This is more noticeable with colored candles.) This is also normal with soy wax. If you have questions about this, please let us know.
Fragrance oils are made naturally, as well as synthetically. Whenever possible we use all-natural fragrance oils. We also use fragrances that are phthalate-free. If you're curious about the fragrance in a particular candle, feel free to contact us.
At this time we only ship within the United States. Sorry for any inconvenience.
Processing time before shipping is 1-4 business days. You will receive a tracking number once your item has been shipped. Items will be shipped with USPS.
In the warmer months, typically May-September, we ship on Mondays and Tuesdays to prevent candles from sitting in a hot warehouse over the weekend and potentially melting. This helps keep candles looking and smelling their best.
If you need an item rushed, please email us at email@example.com.
We will use the cheapest form of shipping. In some cases shipping by weight is cheapest. In others, a USPS Priority Box is cheapest.
Each shipment receives a tracking number. If there is a problem with the shipment, please contact your local post office and give them the tracking number. If the item is marked "Delivered" but you still do not have the package, check that the shipping address is correct. If so, check if the post office is holding it for you. After 14 days, if you still do not have your package, please let us know.
Luster & Lore is not responsible for stolen or lost packages that have been marked as "Delivered." If your package is delayed due to USPS, we apologize, but cannot do anything about it. You can file a complaint with the USPS.
Our goal is to make sure that you're satisfied with the product. Verify the correct mailing address before placing an order. If the wrong address is entered, it is your responsibility for the postage to resend the package. If you choose not to have it resent, we are happy to refund the cost of the items. However, you will not receive the original shipping fee back.
custom orders & Gifts
We love custom orders! Have a wedding coming up and need wedding favors? Baby shower? Graduation party? We can do it all. Let us know what you'd like the logo to read and any jar requests. If you have something specific in mind, let us know and we'll see what we can do. Email us.
Refunds & Exchanges
If there has been an error on our part (wrong or defective item), we will give a refund or exchange. We accept returns for un-lit container candles and unused tarts or melts.
Please keep in mind that fragrances with the same name may have different "smells". Our "coffee" scent candle may not smell like the "coffee" candle you received from another seller, for example.
If an item breaks during shipping, we are happy to replace it. Email us a photograph of the item and we will get another item sent to you.
Please contact us before cancelling an order. We will do our best to fix or address the situation.
For information about wholesale orders, please email us.
We strive to be a sustainable and environmentally-friendly operation.
Wax Source – The source of our wax, fragrances, and most of our jars comes from a company that also values the environment. Packages arrive to us with carbon neutral shipping.
Packaging & Shipping – Our packaging is reused package material. Most of it is biodegradable and recyclable. In addition to the carbon neutral shipping that packages arrive to use, we offer delivery in the Murfreesboro, TN area. Contact us if you live in the area and would like us to drop off your candles.
Reduce, Reuse, & Recycle – We believe in reusing jars and tins when available. Sometimes this is not possible with the large quantities of candles we make. We simply cannot find enough used jars and tins at a cost-effective price at all times. However, we highly encourage you to reuse your tins and jars. Part of the reason that we use tins, mugs, and glasses is so that you can reuse them for other home purposes. Our white labels are easily removable for easier transition of the tin or jar.