FAQ

GENERAL

How do I use my Twylight Essence Candles? 

TRIM THE WICK:

When you receive your candle, the wick will be trimmed to the optimal height. Candle wicks should always be trimmed to half a cm. Trim your wick to this height before each use, to ensure a safe, clean burn and to increase the life of your candle.

LIGHT IT UP:

The first burn is the most important! The first time you light your candle, burn it for at least 2 hours. This will create a beautiful scent throw, and will prevent tunneling. Soy candles should always be melted until the entire center is filled with liquid. As the liquid around the wick melts, the candle pool should expand to the outside rim of the candle, creating a smooth, even surface.

SAFETY:

Never leave a lit candle unattended, don’t burn your candle for longer than 4 hours at a time, and don’t burn candles on or near anything that can catch fire. To extinguish your candle, use a candle snuffer or gently blow out the flame. The candle should be completely cooled between uses. Be careful to avoid splashing melted wax.  Soy wax can be removed from furniture and candle holders with warm water and soap

How do you extinguish the candle flames?

To extinguish the flames, simply blow them out or use a snuffer.

What should I use to light my candle?

Please try  use matches or a  flame less lighter. Regular lighters can blacken the sides of your candle. 

Why has the top of my candle turned black on the sides?

The candles can blacken at the top due to strong heat held against the side for long periods of time. This is why we recommend using matches instead of a lighter and placing the candle in an area protected from wind. Remove the black by rubbing with a dry paper towel. If this does not remove it completely, use a damp cloth with soapy water, however it's important that the wick does not come in contact with water.

What do I do if my candles are black and hard to light?

When moisture (water molecules) is present in the air, it can cause carbon to build up over time on the top of the candles. If your candle top is black and hard, simply use a dry paper towel to gently rub some of the carbon off before trying to relight (some black specs will transfer onto the paper towel).

Do you offer gift wrapping or boxing?

We currently do not offer the option for gift wrapping carrier shipping boxes. However, we do provide elegant gift boxes for all orders within the carrier shipping box. We ship all orders with the intention of ensuring it arrives safely and intact. Please note depending on order size you may receive your order in a branded, or unbranded shipping box.

Do you have any promo codes?

Become a VIP and keep up to date with the latest promotions, product launches and more!

Do you offer wholesale?

Yes. Please email info@twylightessence.com for wholesale inquiries.  

 

SHIPPING AND ORDERS

How much is shipping?

Shipping costs will automatically calculate at the check out page.

Free tracked shipping on all orders over $75, and a flat rate of $10 for orders under $75

How long does it take to receive my order?

All orders are shipped expedited with FedEx  or USPS. Typical shipping times are between 2-3  business days, but are subject to the shipping carriers. Once a package has been shipped, we have no ability to affect the delivery speed.

All orders are typically processed and shipped within 5-10  business days from purchase during the holiday season.

SHIPPING POLICY

ORDER PROCESSING

Twylight Essence candles are hand-poured, fresh to order. Orders are usually processed within 3-5 business days from the time the order is placed. The order ship date does not count as a day in transit. All orders are shipped to arrive within 2-3 business days after order processing. 

Please note: FedEx and USPS  transit times are not a reflection of our production time. 

Due to the high volume of orders during the fall/ holiday/winter season, you may experience extended processing times up to 7-10 business days. 

If your order qualifies for free shipping, it will be sent via FedEx or USPS Priority Mail.

SHIPPING RATES & FREE SHIPPING

FedEx and USPS Priority Shipping Rates are based on the number of items you order. Unfortunately, we do not ship FedEx or USPS Parcel Ground due to issues with lost packages, and they are not insured.

With a minimum purchase of $75 or more at TwylightEssence.com, shipping is no cost to you within the United States. Your order will be shipped via FedEx or USPS Priority Mail

Once your order is ready for shipment, you will receive a tracking number and notification.

Once your order is prepared for shipping Twylight Essence will provide you with a tracking number via email when your order has been shipped.

Can I track my order?

As soon as your order has shipped you will receive an email with your tracking details. Please use the tracking number provided to locate your package on the carriers website; FedEx or USPS

Do you ship internationally?

Not at this time 

Can I change my delivery address after I've ordered?

As soon as your purchase is complete we start the processing and packaging immediately so we can get your order to you as soon as possible. No changes can be made to the shipping address or order.

Can I make changes or cancel my order?

As soon as your purchase is complete we start the processing and packaging immediately so we can get your order to you as soon as possible. No cancellations or changes can be made to your order.

What if my tracking information says the package was delivered but I did not receive it?

We ship all orders with tracked shipping to ensure the order arrives. If your order has been marked as delivered by the shipping carrier, we are not responsible for lost or stolen packages. If a claim needs to be submitted, it is the responsibility of the customer to submit that claim directly with the shipping carrier. Please use the tracking number provided to make a claim on the carriers website.

What happens if my package is returned to the sender?

Often if a package is returned to the sender it's due to an incorrect/incomplete address, or it was left too long at the local post office for pick up. In this case the order will be refunded to the customer minus the cost of shipping. The customer would then place a new order with the correct information. Please note it is the shipping carriers policy to charge their service fee whether the package is delivered or returned.

RETURNS

What is your return policy?

Refund Policy

Twylight Essence does NOT accept returns, nor offer REFUNDS.  We will only replace orders that are inaccurate or defective. We will happily offer store credit.

All sales are Final! We will only replace orders that are inaccurate or defective.

Damaged Products:

If your item arrives damaged, please send an email to support@twylightessence.com. Please include your name, order/invoice number, and images of the damages.  

Lost/Stolen Package:

If you have not received your package or it is stolen, please contact USPS to file a lost/stolen package claim. Once the claim has been filed please update us with claim number and we will send out a replacement.

Please Note: At this time, we are unable to replace missing or stolen packages. Please be aware that we are not responsible for packages that have been marked as delivered but are missing or could have been stolen. Please reach out directly to the courier for missing packages.

If you have any product issues, you can contact us at support@twylightessence.com