Candles should only be burned for up to 4 hours at a time. Burning candles for longer than the suggested burn time can cause the candle's glass to overheat. Exceeding the recommended candle burn time will also cause your wick to begin to mushroom  (the curling and black mounds at the top of our wick), which will cause the candle to burn hotter than its normal temperature.  Be aware that an overheated candle glass can sometimes cause the glass to weaken and possibly crack. This is why candles should never be left unattended or burnt on a surface that is not fire-resistant.

Trimming your candle wicks to 1/4” before relighting will allow the candle to burn at a safe temperature. Not trimming the wick before relighting could cause debris to fall into your wax. If this occurs, please make sure to remove any debris before relighting your candle.  

 Soot can occur if you have done one of the following:

-Burnt the candle longer than the recommended time frame of up to 4hrs at a time

-Left the wick longer than 1/4 inch and continued to burn the candle for an extended period of time

-Allowed debris/dirt/dust to build up in your wax prior to relighting

Candles create a memory, so if you are burning them in short periods of time, it will begin to tunnel (leaving residue around the sides and wasted wax and fragrance). If you burn initially for up to 4 hours or until you achieve an even wax pool (the top layer is completely liquid or as close as possible), the candle memory will continue to burn like so, throughout the remainder of your jar.

Domestic orders within the US take approximately 5-12 business days to process and/or arrive. Due to the nature of our business, some candles may take longer to be sent out due to quality and safety testing.

International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before they will be released for final delivery, which can occasionally cause additional delays. Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

We do our best to get your product to you quickly and safely, but sometimes, damage can happen during transit. If this has happened, please send us an email at info@lulucandles.com with the following:

• Photos of the packaging and product if possible
• The number of broken items
• The order number (ex. ####) and we'll work on a replacement ASAP

We now allow for subscriptions through Appstle. With Appstle, you commit to a minimum of 2 months of subscription, but you are free to switch up your products to try out something new every month.

Domestically, if you are not satisfied with your purchase, you can return it within thirty (30) days if it is in its original condition and packaging. Please note that we cannot accept returns of used products unless a manufacturing defect is present.

Returns outside of the standard process will result in a delayed refund due to additional processing time.

 

We do not currently offer free returns to overseas customers. You will therefore need to cover all costs of returning any items to us yourself. We advise that you mark your package ‘returned goods’ to avoid further duties. Remember: We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting, as we do not accept responsibility for items that fail to arrive with us.

• All major credit cards, as shown at checkout, and ShopPay

Please note that your billing address must match the address on your credit card statement.

Once you place your order online, you will be able to see the details of the purchase, follow its preparation, and see shipping updates in the My Account area.