Store Policies

We hope you are happy with your purchase. However, if you are not completely satisfied with your Factory Candle for any reason, please email us using our contact information at the bottom of the page. From there our Team will quickly reach out to you to address the issue and resolve it appropriately, whether that be a full refund, an exchange, or store credit. All concerns and issues should be addressed within 2 weeks of receiving your Factory Candle so our team can act swiftly.

PRE-ORDER Policy 

Pre-Ordering an item ensures that it will ship to you on the first date it becomes available, so you can get it as soon as possible. Products will continue to be available for purchase after the Pre-Order period up until supplies last. Product pages for Pre-Order items will feature a gold “PRE-ORDER” badge on the collection page, followed by the date we expect to ship it out to you on the bottom of the page. 

​Pre-Order products can be added to your cart just like any other item. When you’re done shopping, head to checkout and you will be asked for your payment information. When you’re done, your item will be reserved right away. Your card will be charged at the time of order placement. This reserves your entire order and ensures you are in the priority lane to get your items as soon as they arrive.

So you aren’t charged more than once for shipping, your order won’t ship until all items in your order are available. This means if your order combines In-Stock, Custom, and Pre-Order items, we’ll hold off on shipping your order until the Pre-Order items become available. That way, we can send your entire order together. There are occasions we will split your orders for you, but don’t worry the extra shipping is on us! If you need the In-Stock items in your order right away, we’d recommend ordering any Pre-Order items separately. 

RETURN & REFUND Policy

All returned Factory Candles must be in new and unused condition, with all original tags and labels attached. After receiving your Factory Candle plAll returned Factory Candles must be in new and unused condition, with all original tags and labels attached. After receiving your Factory Candle please allow at least 3 business days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed. 

​DAMAGE Policy

If your Factory Candle or Factory Candle Accessory arrives damaged please save the mailed package with all its original contents and contact us within 14 days of the arrival of your shipment.

To address any damage issues promptly, please email us with the following details:

  1. Photos of the outer packaging clearly showing the sender and recipient addresses (shipping label).
  2. Photos of all damaged items in their original packaging.

Please retain the damaged items, even after photographing them, until the issue is resolved.

LAST UPDATED DEC 2024