ORDER FULFILLMENT
We ship from Los Angeles, California and currently ship to destinations in the United States.

Though we strive to ship orders as soon as possible, most orders are shipped within 3-5 business days of placement. Once your order label is created, you will receive an email with tracking details, though your order may not show tracking details until is is picked up and scanned by USPS or UPS.

Business days are Monday through Friday. Holidays and weekends are not included and no shipments are processed on those days. 

USPS Priority Mail offers 1-3 day delivery options if available to you. This means your package will take 1-3 business days to be delivered by USPS. Please note that we cannot guarantee delivery from the time you place your order and we are not responsible if the USPS extends the delivery time after the order has shipped. We can only pass along what USPS shares with us. 

Our Ground Shipping option is via USPS Ground Advantage and generally takes between 4-7 days to arrive at a destination. Please note that we do not guarantee delivery from the time you place your order, and we are not responsible if the USPS extends the delivery time after the order has shipped.

After an order leaves our warehouse, it is the sole responsibility of the carrier to deliver the order in good condition and in a timely manner. If an order arrives damaged, a claim must be filed with the carrier. Please keep all original shipping containers and take pictures of the damage. Failure to properly document damages may disqualify you from product replacement or reimbursement.

If an order is returned as undeliverable, a refund will be issued minus the shipping cost.

RETURNS

Because we are a small business, all sales are final.

PRODUCT DEFECT
When burning our candles, please keep in mind that they do require additional care and maintenance for the perfect burn. The following conditions must be met for our Customer Care Team to replace your candle:

1. You must have burned your candle for at least 4 hours on your first burn to allow the wax time to get to the edge of the vessel to prevent tunneling.
2. We will not provide replacements for tunneling issues until at least 75% of the candle has been burned.
3. Please remember there will be up to 1/2" of wax left at the bottom of the candle after your last burn. This intentional design feature ensures the safety of our wick clips, preventing the candle from overheating as it nears its end. This is a normal occurrence and not a defect.
4. To start a claim with our Customer Care Team, please contact us at info@larougecandle.com with a photo or video of your candle. 
5. Kindly adhere to all instructions provided by our Customer Care Team, which also includes the important task of trimming your wick. By following this simple request, we have successfully resolved the majority of issues faced by our valued customers!
6. Please be aware that any fraudulent requests will not be approved. As a small business, we value honesty and appreciate your genuine interactions.
7. To achieve optimal outcomes, it is recommended not to store our candles for extended periods. For the most satisfying experience, kindly ensure they are burned within a year of purchase. Our candles are free from preservatives, unlike many synthetic candles offered by large brands.

If your product appears to be defective, please include photos or video, along with a description of the issue you are experiencing. Items that are determined to be defective will be replaced or a store credit will be issued. 

Note: Product defect does not include strength of scent of the product. We clearly state that our products are lightly scented and should not be expected to fill a room with scent. 

MISSING OR INCORRECT ITEMS

We apologize for the inconvenience! Please contact us within 48 hours of receiving your purchase if your order arrives with missing or incorrect items. Please include photos of any incorrect items to help us resolve the issue for you quickly. 

DAMAGED ITEMS

We apologize for the inconvenience! Please contact us within 48 hours of receiving your purchase if your order arrives with damages. Please include photos of the damaged items, as well as the box your order arrived in, to help us resolve the issue for you quickly. 

LOST OR STOLEN ORDERS

If your package was marked as delivered, but you haven't received it, we ask that you please wait 3 business days before reaching out to us. Many times when this happens, the package is still on the delivery truck, or it was dropped off at the wrong address. If your package does not arrive three days after being marked as delivered, please email us at info@larougecandle.com and we will make sure you get your order. 

REFUNDS

Refunds are only given for cancelled orders that have not already shipped. Reimbursement of funds will be allocated back to the original form of payment used for the purchase. Please allow 3-5 business days for the refund to be processed. 

If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account. 

We reserve the right to cancel any order flagged as suspected fraud. The refund will be issued at the time the order is cancelled and the buyer will be notified via email within 24 hours of cancellation. 

Refunds being issued as a result of an undeliverable order or a “Return To Sender” will be issued for the amount of the original order, less any shipping charges and fees that were incurred.

 

We appreciate you supporting our small business, and understanding our policies!

Direct messages via social media are not accepted forms of customer service interaction. We want to provide you with the best customer experience possible.

All inquiries are responded to during our normal business hours of Monday through Friday, 9 am to 5 pm PST. Please contact us at: info@larougecandle.com