FAQ's

PRODUCTION & SHIPMENT

 

PERSONALIZED ITEMS

Since personalized items are made to order, it may take up to 10 business days (excluding weekends and statutory holidays) to process your order in addition to the shipping time you've selected during check-out. Order processing time will vary depending on order quantity and seasonal peaks, but we always try our best to get orders out as quickly as possible. If your order will be used for special occasions, we suggest placing an order as soon as possible to avoid delays due to unforeseen circumstances, such as postal strikes, customs clearance, border delays etc.

All orders are hand-made and processed in Canada.

NON-PERSONALIZED & CLEARANCE ITEMS

In-stock items are typically shipped-out within 3 business days from the time the order is placed.

 

 

Production time varies, but are typically shipped-out within 10 business days (excluding weekends and statutory holidays). If you require a rush order, please contact us at info@LuxeEssence.com to discuss the available options

 

 

We offer FREE standard shipping for orders over $149 (before other applicable fees) and flat rate shipping for orders under $149 (Canada only). Please see Shipping Options under our Store Policy for details.

 

 

Depending on your location and the size of your order, your parcel could be shipped with either Canada Post, FedEx, UPS, or a company delivery personnel.

 

 

At the moment, we only ship across Canada and the USA.

 

 

We do not offer drop shipping at the moment, but we may in the future. Join our emailing list so you don't miss any upcoming opportunities! 

 

 

POLICIES & PROCEDURES

 

Returns can only be made in accordance with our return policy. Please see Returns under our Store Policy for details.

 

 

We accept Visa, Master Card, American Express, Debit, and E-Transfer*.

*Please contact us at info@LuxeEssence.com for details about making an E-Transfer payment.

  

 

Personalized orders can be cancelled before the design proof approval. Once approval has been received, and label printing and candle production has begun, personalized items cannot be cancelled as these items are made to order. Non-personalized items can be cancelled before shipment even if it has been fulfilled, but are subject to a $10.00 or 20% restocking fee, whichever is greater.

 

 

Products, such as clearance items and gift sets do not have Minimum Order Quantity (MOQ). However, there is a Minimum Order Policy for most personalized items in order for our store to function efficiently. The MOQ is stated in the Description tab under each product.

 

 

Unfortunately, we do not do mix and match for personalized items. Only the same item can be purchased to meet the MOQ of a product.

 

 

Tier pricing is available for most personalized products and can be found under the "Add to Cart" button. Essentially, the more you buy, the more you save!

For future discounts, coupons, and sales, join our emailing list!

 

 

STORE & PRODUCT

 

No, we do not have a physical store for showcasing and walk-ins. All products are sold exclusively in our online store.

 

 

Absolutely! Please ensure that all personalization on your design label is accurate before placing an order. Once we receive your order, our design team will generate a proof for you to review via email. Once we receive confirmation to proceed with your final design then we will begin production.

In order to avoid delays, it is crucial for our customers to check emails frequently (especially the spam folder) and to respond promptly during the proof approval process. If we do not hear back within 48 hours from the time we send-out the generated proof, then it is assumed that approval has been given to LUXE ESSENCE to proceed with the printing process. This process is enforced to ensure all orders are kept on track and produced on schedule.

*Please note that no proof will be generated and sent-out to customers for confirmation if no personalization is required on the design labels.

 

 

We do not offer expert design services; however, if you cannot find any designs you like in our store, we are more than happy to search our database and see if we have an image that you would like to use for your design labels. Alternatively, we could try to design something for you!

  

 

As most online designs and images are copyrighted, it is your responsibility to ensure you are not breaking any copyright laws.

 

 

All wax used in our candles are soy! Soy candles burn much cleaner and longer than paraffin candles. Not only is soy wax derived from natural vegetables but they are also 100% biodegradable!

On the other hand, paraffin wax is derived from refined gasoline by-product and are not environmental and human health friendly. These types of candles are the ones typically found in retail stores! 

 

 

All applicable products include free high-resolution color printing on labels!

 

 

Absolutely not! We know your time is valuable and we would not want you to stress about having to place labels on the products yourself! All products will be pre-assembled upon arrival. However, if you wish to have labels not pre-assembled, simply let us know in the comment box under "Special instructions for your order" before checking out. 

 

 

Candle specifications can be found under the Specification tab of each product.

 

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