FAQ

How can I contact Aromella Candles? 
You can email us at support@aromellacandles.com where our customer service team will be happy to help you with whatever you need! 

Can I change or cancel my order? 
As we aim to process orders as fast as possible, you must request any changes/cancellations within 24 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received. 

What payment methods do you accept? 
We accept a variety of payment methods including all major credit cards (VISA, Mastercard, AMEX), PayPal, Apple Pay, Google Pay, and Shop Pay among others. You can view all available payment options at checkout. 

When will my order be processed? 
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders 24/7. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order? 
The time it takes to receive your order depends on your country of residence and the shipping you choose at checkout. Due to our current high demand, some orders may take over 2 weeks to arrive.

What if I don't receive my order? 
Please contact our support team at support@aromellacandles.com if you haven't received your order, and we will assist you promptly.

Where do you ship from? 
Based on our inventory, we currently ship from Greece.

Will I be charged with customs and taxes? 
For customers in the EU, we have implemented the IOSS system, which means that we handle and pay the VAT for all orders shipped to EU countries. This should ensure a smoother customs clearance process, and there should be no additional import taxes or duties for EU customers. For customers in the United States, Canada, and Australia, there should be no import taxes or duties on your orders. We ship to these countries regularly, and our experience indicates that customs clearance is generally smooth, without additional charges for import taxes. For other countries, import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Are Aromella Candles toxic or eatable for kids/pets? 

Aromella Candles are crafted from 100% vegan soy wax, a plant-based material that burns cleaner than traditional paraffin wax, emitting fewer pollutants and minimizing indoor air contamination. This makes them a safer option for households with children and pets. However, it's important to note that while these candles are non-toxic, they are not intended for consumption. Ingesting candle wax can lead to digestive discomfort or other health issues. Therefore, despite being made from food-grade materials, Aromella Candles should not be considered edible.

When using any candles around children and pets, it's crucial to place them out of reach to prevent accidental ingestion or burns. Always supervise lit candles and ensure proper ventilation in the room to maintain a safe environment for all household members.

How do I return an item? 
Please contact us info@aromellacandles.com
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received incorrect, missing, and/or defective products. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund? 
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.