Our candles are completely safe to use in your home but everyone needs to read and abide by each of these safety instructions. We encourage all to get to know them as they exist for very good reasons.
Trim your wicks
Trim your wicks to 1/4” before each burn for a clean, safe experience and increased candle lifespan.
Why: Long wicks and wicks with any build up that aren’t trimmed before use will cause the candle to burn hotter and potentially produce more soot or smoke.
Burn until you reach a full melt pool
On the first burn, this may take up to 3 hours. If you don’t have the time to sit with your burning candle for the needed amount of time, we recommend not lighting it up and waiting until you do.
Why: Nobody wants a candle that ‘tunnels’. This is when the wax around the wick melts but the outside wax stays solid and adheres to the glass. Cut the time short (particularly on the first burn) and you could be setting yourself up for problem tunneling.
Never burn for more than 4 hours
Why: A candle absolutely needs to be extinguished & allowed to cool completely in order to have its wicks properly re-trimmed after a 4 hour burn. Not abiding by this rule is a safety risk (hot glass, wick negligence) and will also not give you the optimal burn time with your candle. So, have a second or third candle on deck for the days when you want to burn all day.
Keep away from drafts
Keep away from open windows, fans, vents and high traffic areas of the home.
Why: It fans the flames and will increase soot and the likelihood of catching something on fire. It also increases the risk of a wick extinguishing, and with our two wick candles, would cause an uneven burn and problematic future lighting ability.
Never leave a burning candle unattended or in the reach of children or pets
Why: This one is obvious- It is a small fire, it is hot and it can get knocked over.
Do not touch the glass on a burning or recently extinguished candle
Why: the glass is hot!
Stop using your candle and recycle at the appropriate time
If you are reaching for your candle to light and notice that it only has 1/4" - 1/2" of wax at the bottom of the jar then you have already reached the end. Time to recycle and reach for a fresh one.
Why: It is tempting to try and get a little more life out of it, however lighting a candle when there isn’t a sufficient amount of wax in the glass will cause overheating and is a safety concern.
PAYMENT METHODS
Sydney Hale Co. accepts Visa, Mastercard, Discover, American Express & Pay Pal. Our site uses SSL encryption to keep your information secure and private. All prices are in US Dollars.
PROCESSING
All orders are processed + shipped within 2-3 business days from our studio in Richmond, VA. During sales and higher volume times of year this processing time may increase to 4-5 business days.
To ensure we are able to process your order, please triple check and make sure you provide the correct shipping address. If it has an apartment or unit # that MUST be included. We will not process orders that our system flags as an incorrect address. If our system flags an address as incorrect or missing a unit #, we will attempt to reach out to you for an address correction 2 times. If we do not receive an email back within 24 hours of our 2nd attempt to reach you about the address in question, we will cancel your order and issue a refund. At that point you are welcome to place a new order with the accurate address at any time.
End Of Year HOLIDAY CLOSURE - affecting order processing: We observe many holidays through out the year but most will not affect our commitment to get your order processed and out the door within our 2-3 business day window. However, we do have an end of the year full studio closure, which we post on our website, where we allow orders to be placed but do not process them or respond to customer emails until our return. Exact dates of the studio closure are posted on our site but it is generally Dec. 22 - Jan. 2, or something close, each year.
Shipping & Carrier Transit Times
We offer $7 flat rate shipping and free shipping for orders over $100. All packages are shipped via UPS Ground, UPS SurePost or USPS Priority Mail. In addition to our processing times, transit times vary from 2-7 business days (east to west coast). Carrier transit times may also increase during high volume times of year or during extreme weather conditions anywhere in the country.
We do not offer expedited, express or overnight shipping so please plan ahead when ordering for a gift or event. We do not accept returns of items that don’t arrive to you by your desired date.
REMINDER: Please double-check that your shipping information is correct at checkout to avoid delays or products not arriving at the intended destination.
You will receive a shipping confirmation email once a label is created for your order. The tracking status of your shipment may take up to 48 hours to update once a label has been created.
Once shipped, an order's tracking information is outside of our control & final delivery is out of our hands.
Order corrections
If there is an address correction or change you need to make in your order, please email us immediately at info@sydneyhaleco.com. We will make every attempt to correct it before it is processed and shipped. We are not responsible for orders that are shipped to an address that was entered incorrectly during checkout once it has left our facility.
GIFT ORDERS
Thank you for gifting our products! Please indicate this by leaving a gift note during checkout. We will include your gift note and leave out the packing slip in the parcel. Don’t forget to leave your name in the note to the person you are gifting to. We copy the notes verbatim so if you omit your name from the note, the recipient may not know who it is from.
International shipping
We do not offer international shipping.
Contacting us
We do not have a direct phone line so please begin by emailing us at info@sydneyhaleco.com and we can help you with your order. If we are not able to help you via email, we will move our assistance to a phone channel at that time.
Returns
With the handmade nature of our entire product line, when ordering from our site, all sales are final. We do not offer returns or exchanges on the basis of product scent preference or fragrance throw expectations.
Damages, Mis-ships or product issues
We are absolutely here to lend a helping hand for these issues! We will ship replacements or issue refunds if an item was shipped incorrectly to you, arrived damaged or if you're experiencing a performance issue (note: performance issues are not related to scent expectations or sensitivities but in the product not preforming the way we intend when we made and sold it- ie. pump malfunction, not burning properly in relation to an underlying wax crack etc.). We will not provide a replacement or refund for a product that was damaged while in your care or that has any performance issues due to customer neglect of the proper product care instructions.
To help us begin processing your replacement or refund based on the acceptable criteria above, send an email to info@sydneyhaleco.com with the following information:
- Order number
- Your name and address
- Description of damage(s), incorrect items or product issue
- Picture(s) of the above.
Upon receipt of your email we will assess and provide further instructions within 2-3 business days.
