FAQ - Ivy & Elm
Ivy & Elm Candle Company FAQ
General Questions
1. What is Ivy & Elm Candle Company? Ivy & Elm is a woman-owned luxury candle company dedicated to creating handcrafted soy candles that blend elegance and relaxation. Our candles are cruelty-free and made with high-quality ingredients to enhance your space.
2. What are your candles made of? Our candles are made with 100% soy wax, premium fragrance oils, and lead-free cotton wicks. They are free from parabens, phthalates, and harmful toxins, ensuring a clean and safe burn.
3. Are your candles vegan and cruelty-free? Yes! All Ivy & Elm candles are vegan and cruelty-free. We believe in ethical practices and sustainability in all aspects of our business.
Orders and Shipping
4. How long will it take to receive my order? Orders are typically processed within 2-3 business days. Standard shipping within the United States takes 3-7 business days. You’ll receive a tracking number once your order is shipped.
5. Do you offer international shipping? At this time, we only ship within the United States. Stay tuned as we plan to expand internationally in the future!
6. Can I modify or cancel my order? If you need to modify or cancel your order, please contact us at contact@ivyelmco.com within 24 hours of placing your order. Once processing begins, we’re unable to make changes.
7. What should I do if my candle arrives damaged? If your candle arrives damaged, please email us at contact@ivyelmco.com within 48 hours of receiving your package. Include a photo of the damaged item and your order number, and we’ll resolve the issue promptly.
Products and Care
8. How long do your candles burn? Our candles have an approximate burn time of 60-80 hours, depending on the size and proper care.
9. How do I care for my Ivy & Elm candle?
- Trim the wick to ¼ inch before each burn.
- Allow the candle to create a full melt pool during the first burn to prevent tunneling.
- Avoid burning your candle for more than 4 hours at a time.
10. Do you offer custom or bulk orders? Not at this time!
11. Do you have seasonal or limited-edition candles? Yes, we offer a variety of seasonal and limited-edition candles. Follow us on social media or sign up for our newsletter to stay updated on new releases!
Returns and Exchanges
12. What is your return policy? Due to the nature of our products, we do not accept returns. However, if there is an issue with your order, please contact us, and we’ll make it right.
13. Can I exchange a candle? All sales are final, we do not offer returns or exchanges.
Contact Us
14. How can I reach customer support? You can contact us via email at contact@ivyelmco.com or through our contact form on the website. We strive to respond within 24-48 hours on business days.