Candle Care
Should I trim my new candle wick?
Keep the wick to 1/4 inch at all times. It is suggested to trim the wick every 4 hours of burn time. When wick trimming, you should always extinguish the flame, let the candle come to room temperature, and trim the wick before relighting.
How long should I burn my candle the first time?
As with all candles, the first burn is the most important. Candles should burn one hour for every 1 inch in diameter of the actual candle size. Therefore, a large candle should burn for 4 hours to liquefy the entire top layer of wax. If the wax is not allowed to liquefy or to melt from edge to edge, it will create a ring, especially if this is the first time the candle is lit. Our premium wax blend is soft and long lasting, so a ring is normal the first few times the candle is lit. As the candle burns, the heat from the flame will work to liquefy the wax around the edge, and all will melt if burned properly each time.
Never burn a candle for more than 3-4 hours at a time.
Shipping
Do you ship internationally?
We regret that we are unable to offer international shipping at this time. Email us hello@luxuoire.com to let us know where you live and we will work to bring Luxuoire to you in the future!
Refunds and Cancellations
What is your return policy?
- All returned items must be unused and in their original packaging.
- Items must be sent back within 30 days of the delivery date.
- Luxuoire does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
- Depending on the shipping method and carrier selected, your return package may take several days to reach us.
- Please allow 5-7 business days for us to process your return once it is received by our Distribution Center.
- Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.
- Sale items and products purchased during promotions are subject to final sale and are not eligible for returns.
- We reserve the right to reject any returns/exchanges that do not comply with the conditions stated above. If your return is not accepted, it will be sent back to you at your expense and a store credit will not be granted.
Can I exchange an item?
At this time, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) by mail in accordance with our Return Policy above, and repurchase your desired item(s) once your refund is issued.
I received my order, but my item is broken, missing or incorrect. What do I do?
We know how frustrating this can be. Rest assured, we want to make every order perfect for our clients! Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is broken, incorrect, or you believe that you are missing an item: please email hello@luxuoire.com within 2 business days of delivery. Depending on the circumstances, we may be able to extend this timeframe up to 5 business days; please report your item as soon as possible for assessment. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.
If, by chance, you receive an incorrect item, please DO NOT open that item if you would like to return it.
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