Welcome to the SereneFlame Help Center. Below you will find answers to the most common questions regarding our handcrafted soy candles, order processing, shipping, and return policies.
1. General & Product Questions
Q: What are SereneFlame candles made of?
A: Our candles are handcrafted using 100% natural soy wax, premium botanical fragrance oils, and lead-free cotton wicks. They are clean-burning, eco-friendly, and free from harmful toxins or parabens.
Q: Where are your products made and shipped from?
A: All our candles are poured and shipped directly within the United States.
Q: How should I care for my candle to ensure a clean burn?
A: To get the best burn:
· Trim the wick to 1/4 inch before every lighting.
· Allow the wax melt pool to reach the edges of the jar on the first burn to prevent tunneling.
· Never burn a candle for more than 4 hours at a time, and keep it away from drafts, children, and pets.
2. Shipping & Delivery
Q: Where do you ship?
A: SereneFlame exclusively ships to addresses within the United States. We do not ship internationally at this time.
Q: What are your order processing and delivery times?
· Handling Time: 1 to 3 business days (Monday – Friday).
· Transit Time: 3 to 7 business days (Monday – Friday).
· Total Estimated Delivery Time: 4 to 10 business days
· Daily Order Cut-off Time: 5:00 PM (EST).
Q: How do I track my order?
A: Once your order is dispatched, a shipping confirmation email with a tracking link will be sent to you. If you do not receive a tracking link within 2 to 3 business days, please reach out to us at support@sereneflame.com.
Q: What carrier do you use for shipping?
A: We select reliable regional courier services best suited for your specific destination in the U.S. to ensure fast and safe delivery.
3. Orders & Payment
Q: What payment methods do you accept?
A: We accept major credit and debit cards (Visa, MasterCard, American Express) as well as digital wallets like Apple Pay and Google Pay. All payments are processed in USD ($).
Q: Can I change or cancel my order after placing it?
A: Orders can only be modified or canceled within a short window before they enter processing. Once an order is processed or shipped, it cannot be canceled.
Q: Are there any hidden fees or subscription charges?
A: No. All purchases on SereneFlame are strictly one-time transactions. The total price displayed at checkout is the final price you pay.
4. Returns & Refunds
Q: What is your return policy?
A: We accept returns for both defective and eligible non-defective items:
· Return Request Window: You must request a return within 7 days of package delivery.
· Return Completion Limit: Items must be returned to our warehouse within 30 days of delivery.
Q: Do you offer refunds for change of mind?
A: No. We do not accept returns or issue refunds for change of mind, subjective fragrance preference, or buyer’s remorse once an order has been delivered in good condition.
Q: What if my candle arrives damaged or I receive the wrong item?
A: If your candle arrives broken, defective, or incorrect, please email clear photos of the product and packaging along with your order number to support@sereneflame.com within 7 days. We will issue a 100% Full Refund or dispatch a free replacement.
Q: Who pays for return shipping?
A: Customers are responsible for purchasing their own return shipping label and paying return postage fees. (If the return is due to a mistake on our end, such as a damaged or wrong item, SereneFlame will cover the costs).
Q: How long does a refund take to process?
A: Once we receive and inspect your returned item (2–3 business days), approved refunds are automatically credited back to your original payment method within 3 to 5 business days.
5. Customer Support
Q: How can I contact customer support?
A: You can reach our team via email or phone during our standard operating hours:
Store Name: SereneFlame
Email Support: support@sereneflame.shop
Business Address: 64 OXBOW DRGLASTONBURY CT 06033-1641USA
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)