FREQUENTLY ASKED QUESTIONS
Find answers to the most common questions we get asked. Can't find what you're looking for? Send us an email at shopautumnandjade@gmail.com and we'll do our best to get back to you within one business day :)
FAQ
Orders, Shipping, & Returns
Can I cancel or make changes to my order?
We completely get it: we change our minds too! If you need to cancel or make any changes to your order, please let us know within 6 hours of purchasing. We do our best to get our candles shipped out as soon as possible, so unfortunately, we cannot accept cancellations or changes made more than 6 hours after purchasing.
Do you offer free shipping?
Yes! We offer free shipping on all orders over $60. Free shipping will automatically be applied to orders totaling more than $60.
How long are processing and shipping times?
Processing times are typically 1-3 business days, but can be up to 7 business days during the holidays and busy season. Standard shipping is 2-5 business days, but during the holiday season, there may be some shipping delays that are out of our control.
What is your return policy?
Since we are a small business and all of our candles are made to order, we do not currently accept returns or exchanges unless your candle arrives damaged or you receive the incorrect candle. If you receive a damaged or incorrect candle, we'll issue a full refund or send a replacement candle. That being said, we want to make sure our customers are happy and satisfied with their purchase, so If you have an issue or are unhappy with your order, please contact us at shopautumnandjade@gmail.com so we can make it right!
Do you offer international shipping?
Unfortunately, we do not currently offer international shipping. We currently only ship orders within the United States.
Candle Ingredients & Candle Care
What ingredients do you use in your candles?
Our 100% soy wax candles are made with natural and sustainable ingredients and premium fragrance oils. Every candle is vegan, cruelty-free, phthalate-free, and petroleum-free.
How long should I burn my candle each time?
It's best to burn your candles for 2-3 hours each time. This ensures an even melt pool and prevents tunneling. Do not burn your candle for more than 4 hours at a time or your wick may start to mushroom, which creates a larger flame and could pose a fire hazard.
How do I prevent tunneling?
Tunneling typically happens when the candle is not burned for an adequate amount of time during the first burn. To prevent this, ensure that the first burn lasts long enough for the entire surface of the candle to melt evenly, which typically takes 2-3 hours.
Get in touch
Still have questions? Send us a message and we'll do our best to get back to you within 1 business day.