FAQ
Our Most Commonly Asked Questions to Make Your Life Just a Little Easier
Our Candles
Our candles are crafted with a natural soy wax blend and organic cotton wicks for a clean, even, and long-lasting burn.
Yes, our candles are non-toxic—so you can enjoy our signature scents without worrying about harmful chemicals. Our wax is free from lead, plastics, paraben, phthalates and synthetic dyes.
We recommend blowing out your candle first, and waiting until it has completely cooled before placing the lid back on.
Shipping
We expect most orders to be processed within 2 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 3-5 business days.
International Shipping: Depending on the location selected, international shipping typically takes up to 3 weeks to arrive.
No worries! It usually takes up to 24 hours for packages to update in the carrier's system, as they need to receive the package and process it once it's picked up from our warehouse. Therefore, it's probable that your Hidden Candles package will be updated by the end of today. In case there are any unresolved issues after 48 hours, please reach out to us and we'll investigate the matter further!
At the moment, we provide free shipping for Hidden Candles orders that total $60 or more. However, if you use a discount code, it's possible that your subtotal may fall below the minimum required for free shipping. Sometimes, depending on the discount amount, you may end up saving more money with the discount than you would with free shipping. Therefore, we recommend double-checking to ensure you're getting the best possible deal for your order.
Absolutely! We are pleased to announce that we ship to APO/FPO addresses and that it is covered by our flat-rate shipping fee. However, we'd like to advise you that the USPS recommends including unit and box numbers in your APO/FPO/DPO shipping addresses (if applicable) to ensure correct delivery. Also, to avoid any confusion and prevent your mail from being routed through foreign mail networks, it's best to exclude city or country names from your APO/FPO/DPO shipping addresses.
We currently only offer flat rate shipping across the United States, but will be expanding internationally soon!
We partner with trusted carriers like FedEx, USPS, and UPS to deliver your Hidden Candles orders worldwide. However, once your package has been shipped from our warehouse, Hiddencandles cannot be held responsible for any lost, stolen, or mis-delivered packages.
We're committed to ensuring you have a positive experience with our brand, so if you encounter any issues, please first contact the carrier responsible for your delivery. If they're unable to assist you, please reach out to us at help@hiddencandles.com, and we'll do everything we can to help you resolve the issue.
Payments
We accept all major credit cards as well as PayPal - we do not accept cash, check, Venmo, Bitcoin, or money orders.
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.
Hidden Candles reserves the right to cancel any order.
Returns
To initiate a refund or exchange for your Hidden Candles purchase, please visit our returns portal at https://hiddencandles.loopreturns.com/ and provide your order number (including the HSC) and associated zip code.
We want you to be completely satisfied with your purchase, and if you're not, you can request a return or exchange within 30 days of purchase as long as the candle is in its original condition and packaging. Please note that we cannot accept returns of candles that have been lit, unless a manufacturing defect is present.
Our returns process is simple and hassle-free. You can view eligible items for return, shop our store using store credit, and select a new candle. If you choose to return your candle, you can print your prepaid label, review your refund estimate, and track your package back to our warehouse.
We're committed to processing refunds quickly, and you'll likely receive a notification of your refund within hours of your return arriving at our warehouse. However, it may take 1-2 weeks for the refund to appear in your account. If you need any help during the returns process, please email us at help@hiddencandles.com, and we'll be happy to assist you.
Please note that if you choose to return an item outside of the standard process, we won't be able to reimburse you for return shipping, and your refund may be delayed due to additional processing time. Additionally, returns from military bases (APO/FPO) may require additional shipping time. Finally, it may take a few days to up to 2 billing cycles for the refunded amount to appear in your account, depending on your bank's processing times.
At Hidden Candles, we take every step to ensure your candle arrives safely and promptly. However, in rare cases, breakage may occur during transit. If this happens, please email us at help@hiddencandles.com with the following details:
- Photos of the damaged packaging and candle (if possible)
- Number of broken candles and the order number (HSC#), and we'll send a replacement right away.
If you believe your candle has a manufacturer defect, please follow the above steps to request a refund or a replacement. Our goal is to resolve any issues you may have as quickly as possible.
Orders
We offer our HiddenCandles for wholesale purchase in cases of 6 Hidden Candles which include a ceramic vessel with a selected decorative top and one candle tin. Unfortunately we cannot split case packs for the discounted rate. The opening order for wholesale is a minimum 1 case (shipping included), but only for domestic US locations. Each case wholesale is $168 with Free Shipping to any domestic location besides Hawaii and Alaska (extra charge for those locations).
Customers can choose up to 2 scents to include in a case.
To open an account with us, please send an email to alex@hiddencandles.com with some information about your store. We'd love to get to know our retail partners better!
We include the cost of shipping in our wholesale pricing. Orders typically ship 1-2 days after placement, unless otherwise stated in the product description. We select the quickest and most economical shipping method available for each area, but expedited shipping is available for an additional fee.
We do not accept returns for unsold product or overstock, unless the product is damaged upon arrival. Please notify us immediately and include photographs of the damage so we can take care of it as quickly as possible.
We accept retail partners have a physical brick and mortar location, e-commerce, online stores, and marketplaces. Hidden Candles are not allowed to be resold online by third parties without the permission of Hidden Candles. We do not offer exclusivity on any of our wholesale accounts.
Our candles are poured with love into 10.6oz low carbon steel tins using all natural soy wax for a clean, consistent burn. Each scent is crafted to transport people to their favorite style homes and surrounding environments. Our premium cotton wicks are lead-free, and the candles are paraben, petroleum, and phthalate-free. The burn time is 40 hours.
Certainly! When you add an item to your cart, you'll see an option to "add gift message" before proceeding to checkout. You can also access the gift message box by clicking on the cart icon on the right-hand side of the page. Remember to hit "proceed" right after to complete your order.
If you forgot to add a gift message please email our customer service department to see if there is still time to add a gift note before the product is shipped.
We realize that many of our orders are intended as gifts for loved ones, and we take care to exclude any financial information from the invoice to ensure that the recipient is not aware of the item's cost.
Please reach out to our team at orders@hiddencandles.com. If our team has not yet shipped out your order, then there might be still time to adjust your shipping address and details. We cannot guarantee this since our team is extremely busy but we will do our best to accomadate all customers:)