FAQs

Returns & Exchanges

- What is your return and exchange policy?

Unfortunately, we do not offer refunds or exchanges on our candles. If your candle(s) arrives broken/damaged due to shipping, please send us a photo within 24 hours of receiving your order to ossacandles@gmail.com

You will be sent a pre-paid shipping label to return your damaged product. Once received, we will replace your candle in the same scent at no cost.

- How do I cancel or change my order?

Once your order is placed, you will have 24 hours to cancel or make changes. If you have received a separate email with your tracking number, you will be unable to change or cancel your order.

Cancellation refunds will be processed within 5 business days onto the original payment method.

Shipping

- How long will my order take to ship?

Processing time for standard orders are 2-3 business days from the order date.

You will receive an email confirmation once your order has been shipped.

- Where is my order?

Once your order has been shipped, you will receive a confirmation email which will include a tracking number for your order.

Please be advised that due to COVID-19, there may be delays with your order. We apologize for the inconvenience.

- Do you ship internationally?

We currently ship to Canada & U.S.

Be sure to follow us on our social media accounts to stay updated when we offer international shipping.

Product care & Materials

- What are the candles made of?

All of our candles are made of 100% natural soy wax, a high-quality blend of phthalate- and paraben-free fragrance oils and FSC certified wooden wicks.

- What is the best way to burn ossa candle?

To make the most of your candle, let your candle burn for 3-4 hours or until the melted wax has reached the edge of the tin. This will prevent your candle from tunnelling. We have pre-cut your wick to 3/4 of an inch to ensure optimal burn. For your future burns, be sure to trim the wick with a wick trimmer or a sharp pair of scissors.

- How long does the candle burn for?

Our 4oz candles burn up to 20-24 hours.