Frequently Asked Questions

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept major credit cards such as Visa, MasterCard and American Express through our secure payment processing system. We also accept PayPal and major credit and debit cards through PayPal.

RETURNS & EXCHANGES

WHAT IS YOUR RETURN POLICY?

All sales are final. We don't accept returns or exchanges.

All of our products are thoroughly inspected before they are shipped to ensure you receive the best possible product. Please inspect your order carefully when it is received. We will replace broken items when possible or offer a replacement on items damaged during shipping. Returns, refunds or replacement products for reasons other than damage incurred during shipping cannot be accepted.

In the event of damage during shipping, please contact at help@llomcandleco.com within five (5) days of receiving your purchase.

PROCESSING TIME

HOW LONG WILL IT TAKE TO PROCESS MY ORDER?

Each candle is handmade to order. Orders are processed within 7 - 10 business days. Note: Business days DOES NOT include weekends or federal, local or state holidays.

SHIPPING

WHEN WILL MY ORDER ARRIVE?

All orders are shipped from Altadena, CA using USPS First Class or Priority Shipping. Due to Covid-19 shipping transit may take between 4 -10 business days after processing to arrive depending on location.

HOW MUCH DO YOU CHARGE FOR SHIPPING?

We offer flat-rate shipping for $6.95, express shipping for $13.95, and with free shipping for orders over $75 dollars.

WILL I RECEIVE TRACKING INFORMATION?

Yes. Once your order has shipped, you will receive tracking information. If you haven’t received the information, please contact us at help@llomcandleco.com and someone from our team will send it over promptly. 

INCORRECT ADDRESSES

All orders that have been shipped to an incorrect address will require a new shipping label. Once the package returns to our studio, we will contact you to inquire about reshipping your order. If you would like your order reshipped, we will send an invoice for the cost of shipping. If we do not to receive a response from you in 3 business days, a refund will be issued to the original payment method, less the original amount you paid for shipping.

If you submit a request for our team to update a shipping address after you've placed an order, we cannot guarantee your shipping address will be updated before your order ships. 

If your package has already left our facility, please see if USPS can intercept your package before returning the package back to our facility. You can read more about it here: https://www.usps.com/manage/package-intercept.htm 

Items that are marked down or discontinued are not eligible for refund to your original payment method. Store credit will be issued and is valid for the term of 1 year. 

LLOM Candle Co. is not responsible for packages and/or additional fees that are associated with shipment to an incorrect address.