Frequently Asked Questions
How long do the candles burn?
The burn time of our candles varies depending on their size and type. Typically, our candles offer an approximate burn time of 40-50 hours. For specific burn times, please refer to the product description.
Are your candles made from natural ingredients?
Yes, our candles are meticulously crafted using premium-quality, natural ingredients such as soy wax, beeswax, or a blend of natural waxes. We are dedicated to utilizing sustainable and eco-friendly materials in our candle production.
Do you provide scented candles?
Absolutely! We present a diverse selection of scented candles featuring a wide array of captivating fragrances, including floral, fruity, woody, and more. Explore our collection to discover your preferred scent.
Are your products cruelty-free?
Certainly! We are committed to cruelty-free practices. None of our products are tested on animals, and we uphold ethical standards throughout our manufacturing process.
Do you offer international shipping?
Currently, we exclusively provide shipping services within Hong Kong and do not offer international shipping options.
How long does shipping take?
The shipping duration depends on your location and the chosen shipping method. Typically, we process orders within 1-2 business days, and local shipping within Hong Kong may require an additional 3 business days. International shipping times vary, usually ranging from 7-14 business days. For more detailed information, please consult our shipping policy.
Do you offer expedited shipping?
Yes, we offer expedited shipping options to ensure faster delivery. During the checkout process, you can select the express shipping method that best suits your requirements. Please note that additional fees may apply for expedited shipping.
What are the shipping costs?
Shipping costs are calculated based on factors such as package weight, dimensions, and destination. You can review the shipping costs for your order before finalizing the payment during the checkout process. Our goal is to provide competitive shipping rates while ensuring the secure and timely delivery of your items.
Can I track the status of my order?
Certainly! We provide order tracking for the majority of our shipments. Once your order is shipped, you will receive a tracking number via email or SMS. You can utilize this tracking number to monitor the progress of your package on our website or the carrier's website.
What should I do if my package is delayed or has not arrived?
If your package is experiencing a delay or has not arrived within the expected timeframe, we recommend checking the tracking information first. Occasionally, unforeseen circumstances or customs delays may occur. If you have concerns regarding your package, please reach out to our customer support team, and they will assist you in resolving the issue promptly.
What is your return policy?
We strive to ensure your satisfaction with every purchase. If, for any reason, you are not pleased with your order, you can initiate a return or exchange within 7 days of receiving the product. For detailed instructions on how to proceed with returns and exchanges, please review our comprehensive return policy.
How long does it take to process a refund?
Once we receive your returned item, our team will carefully inspect it to ensure that it meets the necessary return criteria. Following the inspection, we will process your refund within 5-7 business days. The time it takes for the refund to appear in your account may vary depending on your chosen payment method and financial institution.
What payment methods do you accept?
We accept a variety of payment methods, including major credit cards (Visa, Mastercard, American Express), as well as alternative payment options like Apple Pay or Google Pay. During the checkout process, you can conveniently select your preferred payment method.
Is my payment information secure?
Absolutely! Safeguarding your payment information is our top priority. We employ industry-standard encryption technology and secure payment gateways to protect your personal and financial data. Rest assured that your payment information is processed securely and is not stored on our servers.
How can I contact your customer support?
To reach our dedicated customer support team, please visit our website and navigate to the "Contact Us" section. Fill out the contact form with your details and message, and our team will respond to you as promptly as possible.