All orders are shipped within 2-5 business days from the date of purchase. Please allow 5-15 business days from the shipping date for your orders to be delivered.
Shipping time might vary depending on location, shipment method and other factors.
Shipping cost:
Orders over $75 will have free shipping.
Orders under $75 will be charged for shipping depending on your chosen delivery method. Full price will be displayed at checkout.
We offer free local shipping to London, St. Thomas, Tillsonburg, Aylmer and Strathroy. Orders will be delivered on SATURDAY. Orders must be placed by Thursday at 11:59 pm. If orders are placed after this time, your order will be delivered the following Saturday.
Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:
If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
Refunds for damaged products cannot be issues if photos are not provided.
Refunds will not be offered if the product has been used or if the money has been removed.
For returns, please email support@burningvault.com with the subject 'Returns' and include your order number, name and the reason for the return.
We will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
Please note that customers are responsible for shipping costs of returned items.
When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
Refunds can only be issued in the original form of payments or store credit.
Need To Cancel Order Or Make Adjustments To Your Order
Let us know right away and we will do our best to help you out. Unfortunately, once the order has been sent to our warehouse, we will not be able to make these adjustments for you.
We cannot be held responsible for items that are delivered to the incorrect address provided by the customer.
Delivery Issues
Have not received your order within 30 days from the date its been shipped? Please send us an email to support@burningvault.com with the subject line reading "Delivery Issues" and one our customer service representatives will reach out to you help start a claim.
Questions? Reach out to us! Our customer service team would be happy to help you!
Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 5-7 business days.
Why Did I Not Receive A Confirmation Email After Placing Order?
If you successfully placed your order and you did not receive a confirmation email, please check your junk email. If the confirmation email is not in your spam, our support team is always happy to guide you at any step!
Our candles are made with 100% soy wax. We picked soy wax because it has a longer burn time as well as a cleaner burn.
What Size Are Your Candles?
All candles are 12oz.
Why Isn't My Candle Releasing A Strong Scent?
Some fragrances are stronger than others. Try moving your candle to a new location. Our double wick candles are designed for smaller/ medium sized rooms.
Why Is My Candle Tunneling? (Wax Build Up On Edges of Candle)
When candles tunnel, it is likely that the candle has not been burning long enough for the wax to pool. Let the candle to burn 3- 4 hours to allow the candle to self correct.
Why Isn't My Wick Staying Lit?
Fragrances and wax can occasionally clog a wick. Blow out your candle and wait for the wick to cool. Once cooled trim your wick and gently twist your wick with your fingers to loosen to fibers. This will allow the fragrances and wax to move more freely.
Candle Safety
Burning Vault wants to ensure that you are safely burning your candles.
- Blow out your candles flame before reaching in to retrieve your surprise!
- Never leave your candle unattended.
- Do not put your candle next to flammable products.
- Do not burn your candle longer then 3 hours at a time. After 3 hours, blow out the candle and let the wax cool completely before lighting the candle again. Burning your candle for an extended amount of time can cause blackening issues.
- For the best burn trim your wick after ever use. Keep the wick trimmed to 1/4 inch above the wax level.
- Never use water to extinguish your candles flame.
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