Store Policies & FAQ
Our customers mean everything - without you, there is no us. Your satisfaction is our number one priority. Below, we've listed some important information to help make your shopping experience as smooth as possible. Do you have a question that isn't answered here? Contact us - there is no such thing as a stupid question, we promise.
All orders are typically processed within 24 hours, however, they do not ship until your payment is fully transferred. This generally takes between 1-3 business days. Any pre-orders must be paid for in advance. Once a product on pre-order has been processed, it may take between 14-28 days before it is delivered or shipped. We do our very best not to keep you waiting, so it is possible that you may receive your shipment faster than expected. Pre-orders for any product in a seasonal collection will not be shipped until the date the season opens. We believe open communication is always the best policy, so in the event that your order becomes delayed for any reason, we will contact you immediately and keep you apprised of the situation. If you would like to discuss placing a custom order, please contact us. We will work to provide you with an estimate on costs and shipping as quickly as we can. If you are a retailer that would like to discuss placing a wholesale order for any of our products, or if you would like an exclusive scent developed for your store, we also welcome you to contact us.
Currently, we do not ship outside the United States. Any orders placed with a shipping address outside the United States will be cancelled. Once an order has been shipped, most domestic packages take between 2-10 days for delivery (depending on the efficiency of the postal service). When your package is shipped, a tracking number is generated so that you can keep tabs on the whereabouts of your order. If, after a reasonable amount of time has passed, your package is marked "delivered" but you have not received it, please contact your local post office. Unfortunately, we cannot replace any packages that are lost or stolen once they have been deemed delivered. Please be sure to note if there are any special shipping instructions we need to consider when you place your order.
We now offer Local Louisville Pick-Up. If you are in the Louisville area (or plan to be), you can select the "Local Pick-Up" option during checkout. Customers who select this option will be able to pick up their orders at BAZ and BEA. They are located at 1433 Bardstown Road in the Highlands. Please check their website for hours of operation before you head over to pick up your package. Any packages not picked up after one month of the delivery notification will forfeit be considered forfeited, and will not be eligible for refund. We are very thankful that BAZ and BEA has offered to allow us to use them as a pick up location, but it is not fair to ask them to store an order for more than one month. If you have any questions regarding the pick-up process, please contact us. We have listed their phone number and hours of operation under our Contact page. It is possible, like most stores, for hours of operation to be affected by holidays or special events.
We understand how difficult shopping for candles and wax melts can be when you're doing it solely online, which is why we try to be as descriptive as possible when telling you about our products. If for some reason you have changed your mind about a purchase and the order has not been shipped, we will happily refund the full amount of your order. If your order has been delivered and you find yourself dissatisfied, you may ship the product back to us and exchange it for a different product. Please keep in mind that you will be responsible for the cost of shipping the item back to us. We take great care in packaging your orders, but unfortunately we don't have any control of their handling once they leave our shop. If your order arrives damaged, please email us with a photo of the damaged item and we will be happy to refund the cost of the order, minus the shipping charges. It is our goal to make sure that you are satisfied with our products and our level of customer service. We value your business and consider all of our customers part of our extended family. If any part of your shopping experience (online or at a retail location) has been less than stellar, we urge you to contact us and let us know.
What kind of precautions should I use when burning candles or wax melts?
Safety is extremely important when it comes to using anything flammable. A candle maker does everything they can to ensure that their products are safe and properly labeled, but it is up to the consumer to heed any warnings and follow any safety instructions while using products that could cause injury or damage to a person or their property. Remember to always keep wicks trimmed to 1/4 inch before burning candles, and avoid burning them for more than 3 hours at a time. Candles should be placed on fireproof holders, and once only 1/2 an inch of wax remains, use of the candle should be discontinued. Drafts should be avoided. Candles should be kept away from children, pets, and flammable objects. Never leave a candle burning unattended, ever! When burning wax melts, be sure to read the warnings and safety instructions for your wax burner, along with any warnings and safety instructions that come with your wax melts.
How long will my candle and wax melts burn?
While every candle burns differently and burn times may vary, below is a handy guide to give you an idea of the lifespan of your candles and wax melts.
11oz Tumbler - 77-100 Hours
4.38oz Wax Melt Pack - 22-26 Hours
Why do some candles smell stronger than others?
The strength or "throw" of candles and wax melts have several determining factors. First, throw can depend on the type of fragrance or wax used. All fragrances exhibit different levels of throw in different waxes. This can be caused by the ingredients in the wax in addition to the chemical make up of the fragrance. For example, fragrance in a paraffin candle tends to be much stronger than fragrance in a soy candle. Another factor is whether additives have been used in the wax. Candlemakers may use additives or stabilizers to enhance the strength of a fragrance, the vividness of the color, as well as increase the hardness and surface gloss of the wax. Fragrance oils will also evaporate somewhat during the pouring process; the amount of evaporation is dependent upon the temperature at which the fragrance oil is mixed in. The final factor is the human element. Everyone has a different sense of smell, so what may be delightful to one person could be overpowering to another.
Why do some candles look frosted?
Now and then, candles can exhibit a "frosted" appearance (much like bloom on chocolate). This can be due to the temperature at which the wax was poured, but can also be attributed to the use of 100% soy wax with the absense of additives, stabilizers, and plasticizers. While frosting can be bothersome from an aesthetic point of view, it has absolutely no effect on how the wax burns.
What do you mean candles can sweat?!
It might sound a little silly to say that a candle "sweats", but on occasion you may notice that a candle (or even wax melt) looks dewy. Factors that cause sweating are generally related to the temperature at which the fragrance is added. While this is a temporary annoyance that has no bearing on how the wax melts, the issue normally resolves itself once you begin burning your candle. If you plan to use your candle as home decor instead of burning it, you can dry the candle off with a cloth. We recommend using something similar to a makeup removal cloth (anything that doesn't shed small fibers will usually do).
At Clifton WaxWorks, we stick to a pretty strict guideline when it comes to our small batch pours. We test candles and wax melts from each batch in order to make sure they burn safely, are scented appropriately, and meet our overall quality standards. That being said, we've found that it is possible for one candle in a batch to sweat when the others do not. It is also possible for sweating to occur during shipping due to extreme changes in climate (like when a package goes from the extreme heat/cold of a delivery truck into a colder/warmer building). Should you notice sweat on your candles or wax melts, please let us know.
We tried to call/stop by but you didn't answer. Why?
Regarding Stopping By: On March 17th, 2018, we closed the doors of our brick-and-mortar retail location in order to move our workshop back into our home. Unfortunately, our house is not zoned as commercial property, so we cannot have a retail space inside of it. That would be really inconsiderate to our awesome neighbors, and probably would break some laws, which we really don't want to do either. We may have to list this location with our home address on Google, but they have no way of letting people know that it isn't a place you can come to in order to do your shopping, and we don't have any control over that. Moral of the story: We like to get to know all of our customers, but please don't randomly show up at our house. Regarding Phone Calls: We purposefully do not include our phone number on anything that we aren't legally required. We do not conduct any business over the telephone. This may seem kind of crazy, but there are a few reasons why we prefer to have a digital record of our customer interactions. We're always happy to answer emails, Facebook/Instagram messages, etc. We do this because it helps protect both us and our customers - that way there is no question about anything that was discussed. There are times when we aren't able to take phone calls due to where we are, or what we're doing, and generally it's easier to respond to a message more quickly. We try to be as punctual as possible about responding to messages. We are always happy to answer any questions from our customers - we encourage questions - so if we didn't answer your phone call, it is simply because it is against our policy to do so.