FAQs & Policies | Novelly Yours Candles

FAQs & Policies

Have questions about shipping? Sizes? Custom orders? Check out some FAQs and policies below for the most common questions regarding anything and everything Novelly Yours! 

Last updated 8/5/18
These are the policies and procedures regarding Novelly Yours Candles as a company and any transactions placed through this website. As the shop owner, I maintain the right to update or change these policies/procedures at any time, within reason. Any changes that would affect any open order would go into effect after the transaction has been completed or with customer’s consent.  

SHOP FAQS & POLICIES

Each glass jar is securely packaged in bubble wrap, and then wrapped with tissue paper, sealed with a sticker. Tins are wrapped in tissue paper only as there is no potential for breakage in transit. 

Every box is padded with paper, crinkle paper, or both. There is also a possibility of sealed air to be included for larger shipments. 

Orders may be packaged in a secure, standard box or in an official USPS shipping box. Shipping method will depend on order weight. 

Every order comes with a complimentary tealight sample and the scent will be noted on the packing slip. Sometimes mistakes happen and the tealight is missing for whatever reason (forgot to put it in, fell out when a box was being checked at customs). Since this is only a sample and not a purchase, I am not able to send a replacement as this was sent free of charge and it would cost me extra shipping, more than the value of the tealight. Sadly, mistakes happen! 

My current processing time upon receiving payment for an order is 3-7 business days (Monday – Friday), not including the shipping transit time. Depending on stock, it may ship much quicker and custom items such as custom designs and Scent Obsession candle may take longer than 7 days. Each product has an expected processing time within its description so you may reference the page of the item(s) you have purchased should you have any questions.

If you ever need an order by a specific date, please let me know and I will do my best to accommodate! I cannot promise to bump up your order in times of rush but I will do my best. 

If there are any delays for any reason past the allotted 10 business days, I will be sure to contact the customer.

All shipping rates are estimated by USPS so please check the estimated pricing with all items in your cart before messaging! The rates available from the shop are the best possible costs I can offer.

Shipping costs are non-negotiable BUT if you feel like a shipping cost may be incorrect, please do send me a message and I will look into it. Some larger orders are sometimes not calculated well due to how the system “packs” them in the boxes and we can come up with a solution. I also do refund any excess shipping that a customer may have paid if it didn’t end up costing that much. 

I currently only use the United States Postal Service (USPS) for all shipments, including international shipments. UPS, Fed-Ex, and DHL are only potential options for bulk orders. 

I do ship internationally! Shipping costs can be calculated with the shipping estimate on the cart/checkout page once you’ve added all of the desired items to your cart. PLEASE NOTE that in some countries, extra customs charges may apply. The customer is responsible for paying those extra customs so please do be aware prior to purchasing. (See next point “What are customs charges and why am I being billed” for even more details on customs charges!)

I cannot change the pricing on the shipping label to try to get customs costs lower or removed. By law, I must declare the correct value and would face serious legal repercussions to falsely estimate the product’s value. 

International shipping can arrive as early as a few business days and can take up to a few weeks. Customs can delay a package if a response is needed so keep an eye on your tracking number! Sometimes tracking numbers will not update once they’ve left the US so if your order still hasn’t arrived after 3 weeks, please let me know and we can put a request in to the post office. 

International packages will ship one of two ways: International First Class (for items up to 4lbs, ships a little slower than Priority, NO INSURANCE) or International Priority (over 4lbs, arrives in about 6-10 business days, comes with insurance). What does insurance on a package mean? If you purchase First Class shipping and a package is never delivered or gets damaged in transit, we cannot process a claim to receive a refund or money back. Unfortunately without insurance, that is the risk a customer is taking. Priority shipping for international shipments does cost more but it does come with that guarantee. Once the package has left my possession and is scanned at the post office, Novelly Yours can no longer be responsible for the handling of the package and its transit speed. The post office will not even allow me to make a claim. We may try to work on a solution that suits both me as the shipper and you as the customer but I cannot guarantee a full refund. 

Customs charges may apply to international shipments over a certain amount. These charges are the taxes/duties placed by the customer’s home country and are applied upon the package’s entry into your country. Customs charges are established by the country’s government and are standard practice when importing goods. They are sometimes waived on smaller purchases or only applied when a package’s value reaches a certain amount. It is the customer’s responsibility to be aware of their country’s rates and standards for any and all customs charges/duties/taxes. Novelly Yours cannot be responsible for any customs charges as they are not billed by my shop and they are not something that I set up. Customs charges are required by law to be paid by the person who is importing the goods (you, the customer). It would be inappropriate and potentially unlawful for me as the shop to pay, reimburse, or refund for any such charges. This money goes back to your government, not back to me and I am not involved in any way. 

If you are billed customs charges on your order, you will receive a notification from your postal carrier with the amount that needs to be paid. This is billed through your local customs office and should be payable at your local post office. Your package will be held until customs charges have been paid. Refusal to pay this amount or failure to pay on time (the package will usually be held for up to 21 days, may vary by country) will return your package back to sender (me). If this happens, I will refund your money for the candles themselves but I CANNOT refund any shipping costs as I cannot recover those charges and the payment of customs charges was no reflection or issue involved with Novelly Yours Candles. If you wish to have your candles sent  back after they have been returned, the customer (you) will be responsible for new shipping costs to ship the package back to you. Please keep an eye on your tracking number to follow your package on its course! It is the post office’s responsibility to send notification of customs charges but the notices do fail to reach people on rare occasions. Watching your tracking may assist to keep tabs on the status of your package. Billing of customs taxes and duties may add additional shipping time out of the control of Novelly Yours Candles.

Please make yourself aware of your country’s rates and policies regarding customs charges. They vary by country so I cannot provide a standardized list. 

Should you have any questions on customs charges, please contact your local customs office, post office, or visit your country’s website for more details. Unfortunately, I cannot assist with this process as I am not involved in the billing or process in any way unless a package comes back to me in which case we may discuss refund or how to re-ship. 

If the contents of your box are damaged by the postal carrier, please send photos to me immediately and we can file a claim with the post office. Claims can only be filed for boxes that have shipped PRIORITY MAIL since First Class do not come with insurance and are not eligible for insurance claims. 

Novelly Yours cannot be held responsible for any carrier-caused damages but in most cases, we can file a claim. Depending on the situation, I may need to receive claim approval before I can send out a replacement package. 

The summer months can get hot! Candles should not be left in direct sunlight for a prolonged period of time so please keep in mind how long your package will be left unattended/on a porch/in a hot area if ordering in the summer. Novelly Yours cannot be held responsible for any damages due to melting nor any issues with a package being damaged in transit. BUT if an issue does arise, let me know and we can work something out on a case-by-case basis.

International packages will ship one of two ways: International First Class (for items up to 4lbs, ships a little slower than Priority, NO INSURANCE) or International Priority (over 4lbs, arrives in about 6-10 business days, comes with insurance). What does insurance on a package mean? If you purchase First Class shipping and a package is never delivered or gets damaged in transit, we cannot process a claim to receive a refund or money back. Unfortunately without insurance, that is the risk a customer is taking. Priority shipping for international shipments does cost more but it does come with that guarantee. Once the package has left my possession and is scanned at the post office, Novelly Yours can no longer be responsible for the handling of the package and its transit speed. The post office will not even allow me to make a claim. We may try to work on a solution that suits both me as the shipper and you as the customer but I cannot guarantee a full refund. 

LOST/STOLEN ITEMS/MARKED AS DELIVERED: If a box is lost in the mail (i.e., tracking never updates/was never marked as delivered), I will start a search with the post office to locate it. If the box can be found, it will be sent on to the customer. If the box cannot be located, we will file a claim and if the claim is approved, I will send out a replacement. PLEASE NOTE that these processes take time! Please have patience as these are postal issues and not a reflection on the shop.
Novelly Yours cannot be held responsible for lost packages but we will do the best we can to locate anything missing. 

If any package has been marked as “DELIVERED” and you cannot locate it, unfortunately, I cannot refund or replace these items. The tracking is my proof that it was delivered safely by the postal carrier. If this happens, please double check the address that was provided, ask around to family/friends/neighbors, and check with the post office to make sure it wasn’t brought back to your local branch. If none of these options turn up your package, unfortunately I cannot assist with refunds since I cannot claim insurance on a delivered package. Items will need to be reordered.

UNDELIVERABLE/REJECTED/RETURNED ITEMS: If an order has been returned to me as undeliverable due to incorrect address as provided by customer /customer unavailability/customer non-responsiveness, shipping costs for original delivery cannot be refunded. It is the customer’s responsibility to follow tracking as provided by Novelly Yours or to follow up within a timely manner to check on delivery if an item has not been received in the expected time frame following shipment. Undeliverable orders can be re-sent based upon agreement with the customer but new shipping charges are at the customer’s expense. Customer notes regarding delivery preferences (i.e. “call before delivering” or “please leave in mailbox”) do not guarantee that the postal carrier will follow these requests and do not guarantee postage refund if the item is shipped back to me. If the customer has extenuating circumstances under which the package must be delivered, it is the customer’s responsibility to communicate that with the carrier. There is no place on the shipping labels for me to designate delivery instructions to the postal carrier.

Returned items due to failure/refusal to pay customs charges are not eligible for shipping refunds. I can refund the amount of the candles once they have been returned to me but I cannot refund shipping charges as customs duties & taxes are the customer’s responsibility. 

Returned items due to incorrect address as provided by customer are not eligible for shipping refunds as this is no error of Novelly Yours. The package can be re-shipped but the customer will have to pay the extra shipping costs so PLEASE make sure your address is correct! 
Any accidental change on my part or inaccurate update from USPS address-checker will be re-shipped free of charge, as this is no fault of the customer’s. 

INTERNATIONAL TRACKING NOT UPDATING: Sometimes items don’t get scanned once they leave the US heading to another country or tracking is not guaranteed once it leaved the US. I can assist by putting in a search request with the post office but PLEASE be patient as they take very long to accommodate international requests. We will do our best to track down the package but these processes do take time. Truthfully, the best way to try to track down any missing international packages is for the customer to call their local branch as I cannot be expected to make international phone calls and your local postal carrier may have more information than we are able to obtain from the US Post Service. I will do my best to assist but once the package is out of my hands, I am no longer responsible for its handling. 

No, I cannot guarantee a delivery date. If you have a specific delivery date, the request must be made by email and NOT left in the notes section. I will do my best to ship as requested. 

The postal service is responsible for delivering your packages. Once packages have been dropped off/picked up, any shipping delays are the fault of USPS and I cannot be held responsible for transit delays. Please contact the post office if you are experiencing shipment delays of a package that is in transit. 

If you are in need of a rush order, please DO NOT use USPS First Class shipping. This shipping option is the cheapest but can take up to 7 – 10 business days to arrive. Any shipping upgrades will not be processed for free unless the delay is on my end as the manufacturer.

I do accept revisions, but please order carefully as I can only allow one order revision after it’s been placed. I have to make all changes manually so the more changes we make, the more room there is for error. Since I want us both to be happy with this experience, I ask that you please limit any change to one revision per order. 

Any revisions must be of equal value. If you wish to remove an item, I can process a refund. If you wish to add an item to your order or revise to an item of greater value, a separate purchase may be for that item. Shipping charges will be added or waived as the total order weight allows.

All revisions must be sent via EMAIL, not via message or comment on social media. 

No revisions are final until acknowledged by Novelly Yours. Revisions may be refused depending on order status, order items (special-order item/limited edition/custom, etc), or for any valid reason that a revision may not be possible. 

Standard orders can be cancelled by the customer up until an order has been shipped, with certain exceptions. I cannot guarantee an order can be cancelled since often times I do ship quickly. Custom orders and Scent Obsession candles that have already been produced/partially produced cannot be cancelled. 

I maintain the right to cancel an order at any time, within reason which may include but is not limited to: supply issues, production issues, unexpected/personal issues, cannot come to agreement with customer, harassment issues, etc. The customer will always be notified if I as the manufacturer need to cancel the order and the proper refund will be given.

I will accept returns on any order for any reason BUT refunds may not be eligible for all cases.

I do not currently process exchanges. If you are unhappy with your candle for some reason that does not involve a fundamental issue (for example, not a fan of the smell), you may RETURN the candle, unused and unlit. 

REPLACEMENTS: Replacements at zero charge will only be processed if the item has a fundamental issue (production/quality) or was damaged in shipment and we are able to process a claim.

For any items that have been damaged in shipment, please immediately send photos of the damaged candles and we will file a claim with the postal carrier. PLEASE NOTE this process takes time and claim may need to be approved before I am able to send replacement items. ** This does not include melting issues!! ** I cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package’s safety after the post office delivers it. If you have a melting issue, I cannot guarantee a refund or exchange but we can address this on a case-by-case basis.

I cannot process any returns or refunds without first seeing what the issue is. If there is an issue with appearance or performance, I will need a photograph to process a refund for any returns or to send a replacement. Please remember that frosting is a common occurrence for soy wax. This is not grounds for  a refund/replacement. Each Novelly Yours candle has been test burned with the proper wick and customers are responsible for knowing how to properly burn a soy candle and therefore tunneling issues are also not grounds for a replacement/refund. 

If you need to make a return, please contact me within a week of receiving the order. All returns must be shipped back in unused condition (candle must be unlit, melts fully in tact) at shipper’s expense. 

Any orders where tracking shows “delivered” cannot be refunded as that is my proof of delivery. The package may be lost or stolen. If the package is still missing after performing investigations, it may need to be reordered.

I do! I do put custom requests on hold from time to time if I have too much going on in the shop so please do contact me first! I can make a custom candle in any size but I do require a minimum of one 8oz (for tins) or 9oz (for jars) batch. If you are looking to order multiple smaller candles, please contact me and we can discuss billing separately.

 I can make a custom candle from any fragrance that I currently have in inventory and will try to match your desired color as best as I can! If I don’t have a fragrance that you really, truly want to include, I can likely order it from one of my vendors but I will likely have to charge extra.
All custom candles are fully customizable in any of the tin/jar sizes that I currently stock! You get to choose the size, the name, the candle color, the fragrances (preferably no more than 3-5), and the color scheme for the labels. Full customization of labels will only be allowed for personal events (weddings, showers, etc), otherwise the custom label will be processed with your details in the regular Novelly Yours layout. 

I sure do!  I usually require a few weeks for lead time to make sure I have enough time to order all of the supplies and then produce your order. Depending on my schedule, supplies, and quantity, I may be able to turn an order around quickly so please contact me directly for more info! 

I do offer bulk/wholesale pricing for bulk orders and pricing varies based on the size of the order. Please contact me for details.
I currently am not able to discount shipping on bulk orders but I never overcharge. I will bill you the exact shipping costs.
For details on payments and invoicing, please contact me!

You must be a registered user to earn rewards — guests cannot earn loyal points. Once you sign up for an account, you’ll start earning rewards right away! You earn points for signing up and for each purchase you make. Social media sharing rewards are not available at this time. 

Sometimes points take a little while to show up. Please allow up to a day for points to transfer over to your account before contacting me. Should any issues arise, I can easily adjust your points to make it right! This also applies to badges, although badges are purely for fun and do not add to any reward point totals. 

OTHER POLICIES

Any personal information entered, saved, or shared with Novelly Yours Candles will never be shared or used in other ways. Your personal information is ONLY used by Novelly Yours for the purpose of order entry and fullfillment. Third-party apps and plug-ins may access this information for order processing and statistical information (such as Stripe/Paypal when checking out through the website according to their terms and services. This data may be stored for a period of time according to their required terms but will also not be shared or used in other ways.

I will never sign anyone up for newsletters, emails, or other communications without their consent. Customers will automatically receive order confirmations and any emails regarding order updates. Anything else must be willingly opted into and will not be automatic. 

If you have any questions, please contact Novelly Yours directly. 

Novelly Yours Candles has a zero-tolerance policy regarding harassment, to all extents of its definition, extending from this website to Etsy and including all social media platforms. 

Novelly Yours Candles will not tolerate bullying or harassment of any individual for any reason. This includes statements towards the shop and owner as well as customers, reps, or anyone else speaking of or representing the company. 

Novelly Yours welcomes and respects any and all feedback, whether negative or positive. Negative reviews or comments are respected so long as they are constructive criticisms and not of a personal nature. If there are any personal issues regarding Novelly Yours Candles or anyone representing or sharing information about the company, please contact Brittany (shop owner, customer service) immediately and refrain from engaging publicly online. I would be happy to discuss any personal issues in a private manner. 

CANDLE FAQS

A 2oz candle is about a tall as three tealights stacked on top of each other and a little bit wider. A tealight holds 0.5oz of wax so it’s technically four times the size! 

The burn time is about 10-12 hours for a single 2oz candle. Soy wax has a really good burn time and even a tealight candle will last about 3-4 hours!

If you feel that your candle is not filling a whole room with fragrance, here are some options to try to help:

Relocate your candle to a smaller room. For example, my open floor plan house lets fragrances permeate between a number of rooms and takes a few candles to get a concentrated smell! You’ll be able to smell a candle more in a smaller or more contained room.

Buy a larger candle! The tealights, 2oz candles, and 4oz candles MAY fill a room but are not designed to fill a room with scent due to their small size.

Step out of the room and come back in a few minutes later. Your nose gets used to smells over time and you may be adjusting to the scent!

Also note that some fragrances may have a better “cold throw” than “hot throw” meaning you may smell a different balance unlit than when burning. This is totally normal for candles and fragrances due to their balances and performance.

Soy wax has gained some popularity, especially with US candle-makers and the hand-crafted community, because it is all-natural (oil taken from soy beans) and often grown locally (for US sellers) in the US, most often in the midwest! Soy is also great because it burns cleanly, lasts a long time, and is eco-friendly!
It’s also really easy to clean in case of spills, or if you want to use your container for something else when your candle wax has all burned away! (Hot water and regular soap will clean up soy wax!)

All soy wax is “all-natural” (unless blended with another kind of wax that is not a naturally occurring wax) but there is a difference between “100% soy wax” and “all-natural soy wax”. 100% means that the ONLY ingredient in the wax is pure soy, nothing else. “All-natural” means that the selected wax probably contains natural, botanical oils that help with things like a smooth appearance and prevents a little frosting. Both are totally natural, commonly used, and widely popular but do have different meanings! When it comes to legitimacy, both 100% and all-natural soy waxes are perfect for any soy candles sold in containers (like jars or tins — there’s a whole different line of soy waxes for pillar candles since soy wax has a low melting temp)!
The other differences between 100% and all-natural soy waxes are pouring temperatures, maximum fragrance potential (only by a 2% difference, so really not too much), and different melting points. Candle manufacturers usually select the different waxes based on what they want their final product to be/look like since things like melting point (which can also be looked at from the flip side as a cooling point) and how the wax settles within a container for a smoother side/top.

Soy wax is vegetable wax and is a confirmed kosher product. As long as the wax (whether 100% or all-natural with those botanical oils) isn’t adulterated by other items, soy wax is a kosher product. I was able to confirm from my fragrance suppliers that the fragrances that I use are kosher as well but my dye supplier couldn’t confirm if the dyes were kosher as well. This doesn’t mean that candles with dye aren’t kosher but my vendor gets the dye from another supplier and they weren’t able to confirm to me whether the dyes were kosher or not, so I don’t currently market my candles as kosher BUT any candle that I do sell without a dye (any candles that are white in color) are confirmed kosher products!

“Hot throw” and “cold throw” are commonly used terms to describe the fragrances and strengths of a candle . A “hot throw” is the fragrance and strength when the candle is lit. The “cold throw” is the fragrance and strength when the candle is unlit. A candle may have a stronger cold throw than hot throw or vice versa. Sometimes fragrances perform a bit differently in the cold throw vs hot throw. Cold & hot throws usually have the same fragrance profile but some scents may come out stronger while burning than while unlit. This is a possibility with some soy wax and sometimes based on the selected fragrance combination.
Anyone who uses fragrances will usually refer to different “notes” of their product, often times referring to top, middle, and bottom notes. Top notes are the scents that come out the most when you smell a candle are are usually the stronger or sharper scents, which is why your nose picks up on them first. Middle notes are identifiable after those top notes and give a little “heart” to the fragrance (which is why they’re also called heart notes). The bottom (or base) notes are the more subtle scents that tend to blend more or aren’t at strong as the top and middle notes. Bottom notes in candles tend to add to an overall feel of a candle rather than being a distinctly identifiable fragrance in itself so if you ever see a scent included in your candle description that you can’t really smell on its own, try to pull it out of that overall feel that it adds to your candle instead of the scent itself! It may be a base note!
For example: Pretty much any time I use a “snow” scent, that’s a bottom note in my candles. It’s a very soft and earthy scent and adds to the overall feel of a candle rather than a customer being able to say “Oh, I smell the snow!” The Queen of Terrasen candle is a great example of picking out these notes! Pine is a very strong scent and that’s easily identifiable and will be one of the first scents someone notices. The lavender in the candle will be identifiable as a middle note because it adds to the candle but doesn’t overpower. The snow, although it’s the second fragrance in the candle in terms of quantity used, will follow as a bottom/base note, softening up that pine and lavender to give the Queen of Terrasen candle a softer feel and not so strong and overpowering with big scents like pine and lavender!

“Frosting” refers to little crystal-like structures that you see on soy wax candles on occasion. Frosting usually occurs during the cooling process or as a result of other things added to the wax (like dye), and can even result from just the wax itself and how it cools. Frosting is a natural occurrence in soy candles, especially with 100% soy wax (which is why some shops choose that “all-natural” wax that contains natural botanical oils that help combat some of that frosting). If you see any frosting on your candles, don’t worry! It’s totally natural and common in soy candles and won’t affect your burn or fragrance. Most of the time it’s from the way the wax melts and resets as it cools.
Frosting and/or discoloration may also occur after burning a candle, especially with darker colored dyes. It all has to do with the way things heat up and then cool down again. It’s all natural with soy wax!

Tins and jars can get warm when burning for an extended period of time. Keep your candle on a heat-resistant surface and away from kids/pets/flammable objects! The tins that I use for my candles have little feet on the bottom to help avoid some direct heat from whatever table/counter/mantle you may have it on BUT if you burn for multiple hours, the tins still do get hot! I like to put candles on a coaster (marble, tile, ceramic, etc) if I know I’m burning for an extended period of time, just in case! It is still flame next to metal and things can get hot so protect your sensitive surfaces and but a buffer between your candle and your surface, just in case! 

My personal advice… please do not burn candles in your bookcases! If you’re using them for a photo, we as candle-makers will of course always advise caution but leaving a candle burning in/on your shelves is extremely dangerous (wood, paper… you know) and especially candles without feet may damage that wood underneath, or heat given off from the candle may damage the shelves up above! I’ve seen photos of scorched shelves from the flame giving off heat upward and the underside of shelves getting burned. Even without the flame super close, it does still get very hot! 

Always allow wax to fully melt/pool to the outer edges (usually 3-4 hours on larger candles, at least two hours on smaller candles) before blowing it out! Extinguishing too soon causes wax to tunnel (burn straight down) and then you’re missing out on so much candle! If you’re super quick with that Instagram photo and it’s only burning for a few minutes, that probably won’t cause tunneling but burning for only an hour at a time may start to set a pattern for your wax that you can’t get out of!

Keep your wicks trimmed and neat! I actually didn’t learn about this concept until I started making candles myself a couple years ago but it’s super important! Keeping your wick trimmed prevents all of that extra soot from flying around and sticking to the sides of your tin/jar. If your flame is dancing a lot, gets super tall, or forms a “mushroom” on the top, it’s best to blow out your candle, trim the wick, and wait for the wax to cool before relighting. It’s also dangerous when flames get super tall (even though it looks kinda cool), especially if you’re burning near other objects. Wicks should be kept at around 1/4″ for best possible burning and should ideally be trimmed before every burn. 

Wooden wicks are quite similar to cotton wicks and some of the same maintenance rules apply: trim before each burn, allow wax to pool all the way to the edge with each burn. 

HOW TO TROUBLESHOOT: Sometimes wood wicks take multiple attempts to light. This is not a result of a faulty wick or product. Think of it like lighting a campfire — sometimes it takes a while for those big logs to get lit because the fire needs to work through the wood to get a good flame going. The same is true for a wooden wick on a much smaller scale! A wooden wick has a larger surface area and the wooden wicks in the Novelly Yours 8oz tumbler jars are moderately thick so they will melt the wax all the way to the edge of the jar in the proper amount of time. You may need to hold the lighter to the wick for a good 15-20 seconds to make sure that you’re getting the wick to catch properly and kick off the burn, especially on the first light. You can also try lighting on an angle. If you’re still having issues, it may be helpful to melt just a little bit of wax next to the wick so that it can start traveling up the wooden wick to feed that flame.

Please attempt all troubleshooting options prior to contacting the shop. I am more than happy to help out but these will be all of my suggestions for you! If you feel like you still cannot get a wooden wick to light or stay lit, I may request the candle be sent back to me (Novelly Yours will pay for the shipment) so I can assess the candle and wick. Each issue will be handled on a case-by-case basis. If I do find that I have the same issues, I will send a replacement candle. If you do not wish to send the candle back to me, I cannot properly confirm that there is an issue and I cannot refund your order. 

BULK ORDER FAQS

I sure do! I’m happy to produce candles for subscription boxes, author promos, pre-order incentives, bridal/wedding showers, and more! 

I also offer wholesale pricing for brick & mortar stores. 

Please email me for any questions or pricing details. 

Any candles processed for a bulk order can be a regular listing or a custom idea. Any custom ideas will be exclusive to your bulk order unless you request it to be sold in the shop or I have your permission to post it elsewhere.
All fragrance ideas, candle colors, and labels colors are totally up to you and I will do my best to match them all! I do not currently offer fully custom labels (i.e. not my regular shop design) for bulk orders unless it is for a personal event like a bridal shower/baby shower/wedding, etc.

Rates vary based on the amount needed. I do offer bulk or wholesale pricing depending on the requested amount. I will be happy to provide a specific quote for your candle needs. 

This also depends on the quantity needed as well as how much I may need to order for your custom candles. I generally request 3-4 weeks since I will need to order materials specifically for your order, process it, package it, and ship it! Please keep lead times in mind when making bulk requests. 

Larger bulk orders may require a longer lead time. 

The customer is responsibly for shipping costs. Unfortunately, I don’t currently receive any shipping discounts through USPS for small to medium bulk orders but I always bill the exact shipping price and there is nothing added on. Some larger bulk orders (multiple boxes totaling 100lbs or more) may qualify for better rates through UPS. I will always ship the best and most cost-effective way that we can agree upon.
I will ship with whichever shipper you request, although I cannot ship bulk orders via ground transport (whether USPS or UPS/Fed-Ex) during the summer months. (I learned the hard way on this! Melted candles galore. It’s not worth the hassle, trust me!)
As with any regular orders, once the order has been shipped, any damages that occur in transit are the carrier’s responsibility. I will be happy to replace any damaged/lost items for your order and we can follow the proper procedure to file claims with the carrier.

I do! I’ve shipped a few bulk orders overseas and so far haven’t had many issues! Please note that for any international orders, I will need more lead time for that extra transit time. Other countries may also add on customs charges upon receipt. Any customs charges are the customer’s responsibility.  I cannot change the pricing of the candles on the shipping label/customs forms to decrease customs charges as this is illegal so please keep those extra charges in mind when considering an international bulk order.

I will provide a tracking number for all orders and it is important to follow the package as it arrives! A package may be held up in customs and requires customer response to complete the delivery so please keep an eye on the tracking to know when it has landed in your country. 

MISCELLANOUS INQURIES

I have a few “reps” (representatives) that I provide candles to in exchange for publicity on social media. Currently, my reps mainly post on Instagram with photos of the candles to spread the word, each with a unique coupon code to offer to customers. 

Reps are selected through “rep searches” (a general call-out to the community where interested parties may apply) or are sometimes specifically selected by me. 

I am currently not accepting requests for collaboration or repping outside of these opportunities at the moment. 

I’m sorry but I’m not currently sending out candles for review at this time.

I am not currently donating items for personal giveaways (i.e. birthday celebration giveaways, milestone follower giveaways, personal fundraiser, etc.) 

If you have an inquiry about a donation to a loop giveaway (participation with other shops) or a donation for an event, expo, or charity event, please send me an email!

I’m sorry but I don’t currently give out candle-making tips or advice. I received a lot of requests and I’m just not able to provide this information to everyone who asks as it’s very time consuming and I’ve also had to do all of my research myself in order to gain the knowledge that I currently possess. I actually think it’s BETTER to teach yourself rather than get advice from someone else because candle-making is very much a trial-and-error type of business. The internet provides some amazing guidelines and instructions as well as troubleshooting advice and you kind of just have to dive in and adjust if/when you have issues. I can give you advice on what I’ve done but if you’re using different wax/containers/dye/fragrance, we may not have the same results anyway. 

We candle-makers also need to protect our trade secrets juuuust a little bit with so many new bookish candle shops out there. It’s no hard feelings whatsoever but we’re trying very hard to make and maintain a full-time business to support our families and need to keep some things secret that give us an edge! 

SPECIAL HOLIDAY SEASON FAQS & POLICIES!

Christmas cut-off date is FRIDAY, DECEMBER 1ST (US). International cut-off day, please allow one extra week.

Please note that this is a guideline, not a guarantee!!!

I know December 1st seems early but with Christmas falling on a Monday and allowing myself extra time for the holiday rush and allowing the post office extra time for the holiday rush, this still puts processing time at 2-3 weeks, so that’s about normal! 

PLEASE NOTE THAT I DO NOT GUARANTEE DELIVERY DATES. I always try my best to ship early or on time but due to the holiday rush, things can happen! I try to account for rush/shipping accommodations/delays as best as I can. I will do my absolute best to ship within that ideal window. I CANNOT ACCOUNT FOR POST OFFICE SHIPPING DELAYS. I will do my best to ship within the post office’s guidelines for packages to arrive on time. If there are shipping delays once the package has left my care, you will need to contact the post office to follow up. All packages include a tracking number which is your reference and the post office can help you locate/investigate/handle your package. I will not be contacting the post office to follow up on packages during this time. 

Any negative feedback left because of misunderstanding of these policies will not be tolerated/approved. They are very clear and detailed and customers are responsible for reading these policies clearly prior to purchasing. 

I will not be offering gift wrapping for any holiday orders, but all candles come wrapped in white tissue paper with a sticker to seal. Boxes purchased throughout the holidays may include festive paper/packaging! 

Sure can! Just fill out your billing info for billing and recipient’s info for the shipping address. 

Packing slips NEVER contain prices so no need to worry about that getting sent to your giftee! You can leave a note for your friend/family member in the notes if you want to include a special holiday greeting! 

Custom orders are currently open (as of 11/17/17) and will close BEFORE Black Friday. Due to the holiday rush, I will not be processing any custom orders after 11/23/17.

I can accept cancellations as long as the order A) has not shipped yet and B) was not a custom order/special order/Scent Obsession candle. 

Please make yourself familiar with the standard cancellation policies (below) before requesting and cancellations. 

PLEASE SEE STANDARD RETURN/EXCHANGE POLICY BELOW. Same standards and policies apply for anything purchase as a gift. 

The Novelly Yours Black Friday Weekend sale is from 11/24 – 11/27. Please see this Instagram post for details & coupon code! 

Current processing time: 2-7 business days Dismiss