Frequently Asked Questions

🕯 Product Care

Q: How should I care for my products?
A: Trim the wick to 1/4 inch before each burn, and keep candles away from drafts. Do not burn longer than 4 hours at a time. Follow care instructions included with each product for best results.

Q: How long do your products last?
A: Burn time varies by size and care, but most candles last 40–60 hours. Proper wick trimming and storage will extend longevity.

Q: How can I get the most out of my purchase?
A: Always trim wicks, burn on a heat-resistant surface, and store in a cool, dry place. Contact us if you need additional care tips.

📦 Orders

Q: What is the status of my order?
A: Orders process in 2–3 business days. Once shipped, you’ll receive tracking info via email.

Q: Can I cancel or modify my order?
A: Orders are processed quickly, so we cannot guarantee changes once placed. Please double-check before checkout.

Q: Can I update my shipping address?
A: If your order has shipped, we cannot change the address. Please contact the carrier directly to reroute delivery.

Q: Can I use multiple discounts?
A: Only one promo code, reward, or referral code may be used per order.

Q: How do I use my discount code or gift card?
A: Enter your code in the “Gift card or discount code” box at checkout, then click Apply.

Q: Can I add a gift message?
A: Yes! Add a gift message at checkout. Packing slips do not show prices.

🚚 Shipping

Q: Where do you ship?
A: We ship worldwide. 🌍

Q: What are your shipping costs?
A:

  • Free shipping on all orders $100+ (after taxes/discounts).

  • $6.99 flat rate shipping for orders under $100.

Q: When will my order arrive?
A: Orders ship within 2–5 business days. Delivery time depends on your location:

  • U.S. orders: 6–13 business days

  • International orders: 7–15 business days (may vary by country and customs).

Q: Do you offer expedited shipping?
A: Not at the moment, but we’re exploring this option for the future.

Q: Why does my tracking show “Label Created”?
A: Carriers may take a few days to scan packages into their systems. Your order has shipped and is on its way.

Q: What if my package is lost or stolen?
A: If tracking shows delivered but you don’t have it:

  • Wait 2–3 days

  • Check with neighbors or building staff

  • Contact your local carrier office
    Still missing? Reach out to us — we’ll help you file a claim with the carrier.

🔄 Returns & Exchanges

Q: What is your return policy?
A: Unused, unopened products in original packaging can be returned within 30 days for a refund (minus shipping). Return shipping is at customer’s expense. Used, opened, or final sale items are non-returnable.

Q: How do I report damaged or missing items?
A: Please report within 7 days of delivery.

Q: Do you offer exchanges?
A: We don’t process exchanges directly. Please return your item for a refund and place a new order.

Q: How do I return a gift?
A: Gifts purchased from our site can be returned for store credit with a valid order number. Items bought elsewhere cannot be exchanged or refunded by us.

Q: Which items are final sale?
A: All discounted and clearance items marked “Final Sale” are non-returnable.

🏺 About Our Products

Q: How are your products made?
A: Each candle is hand-poured in small batches using natural soy wax and phthalate-free fragrance oils.

Q: What materials do you use?
A: We use responsibly sourced soy wax, cotton wicks, and high-quality fragrance oils. Details are listed on product pages.

Q: Where do your materials come from?
A: From trusted suppliers who meet our quality and ethical standards.

🌟 About Our Company

Q: What are your most popular products?
A: Visit our Best Sellers collection to see customer favorites.

Q: Where can I find your products?
A: Exclusively online at our official website. Retail expansion may come in the future.

Q: Do you offer international shipping?
A: Yes! We offer worldwide shipping. 🌍 Orders over $100 ship free, and orders under $100 have a $6.99 flat rate.

⚠️ Safety & Care

Always follow safety instructions. Never leave a burning candle unattended. Keep away from children, pets, and flammable objects.

📩 Contact Us

Still have questions? Reach us anytime at service@coketor.com — we’re here to help!