If there are any extenuating circumstances, we will reach out to let you know.
Frequently Asked Questions & Policies
HOW LONG DOES IT TAKE ORDERS TO SHIP?
Typical processing time is 1-4 business days. Please allow more time for custom items or preorders.
HOW CAN I SAVE ON SHIPPING / DO YOU OFFER FREE SHIPPING?
HOW DO I SAVE ON SHIPPING?
Orders over $50 will be offered an economy $5 shipping option, and orders over $100 ship for free, no coupon code needed! (Domestic/US orders only.) Please select your desired shipping method during checkout. The discounted shipping options will be the cheapest option for us, but all forms of shipment are reliable and come with tracking. The discounts are offered at $50/$100 based on product cots, before taxes and shipping costs.
Outside of the free shipping offer, there are currently no other ways to save on shipping costs. We bill customers how much it costs us to ship a package.
All shipping rates are estimated by USPS / UPS, so please check the estimated pricing with all items in your cart before messaging! The rates available from the shop are the best possible costs I can offer. Shipping costs are non-negotiable BUT if you feel like a shipping cost may be incorrect, please do send me a message and I will look into it. Some larger orders are sometimes not calculated well due to how the system “packs” them in the boxes and we can come up with a solution. I also do refund any excess shipping that a customer may have paid if it didn’t end up costing that much.
DO YOU SHIP INTERNATIONALLY? HOW DO CUSTOMS WORK?
DO YOU SHIP INTERNATIONALLY?
Short answer, yes!
Shipping costs can be calculated with the shipping estimate on the cart/checkout page once you’ve added all of the desired items to your cart. PLEASE NOTE that in some countries, extra customs charges may apply. The customer is responsible for paying those extra customs so please do be aware prior to purchasing. I cannot change the pricing on the shipping label to try to get customs costs lower or removed. By law, I must declare the correct value and would face serious legal repercussions to falsely estimate the product’s value. International shipping can arrive as early as a few business days and can take up to a few weeks. Customs can delay a package if a response is needed so keep an eye on your tracking number! Sometimes tracking numbers will not update once they’ve left the US so if your order still hasn’t arrived after 3 weeks, please let me know and we can put a request in to the post office.
ABOUT CUSTOMS COSTS | Customs charges may apply to international shipments over a certain amount. These charges are the taxes/duties placed by the customer’s home country and are applied upon the package’s entry into your country. Customs charges are established by the country’s government and are standard practice when importing goods. They are sometimes waived on smaller purchases or only applied when a package’s value reaches a certain amount.
It is the customer’s responsibility to be aware of their country’s rates and standards for any and all customs charges/duties/taxes. Novelly Yours cannot be responsible for any customs charges as they are not billed by my shop and they are not something that I set up.
Customs charges are required by law to be paid by the person who is importing the goods (you, the customer). It would be inappropriate and potentially unlawful for me as the shop to pay, reimburse, or refund for any such charges. This money goes back to your government, not back to me and I am not involved in any way. If you are billed customs charges on your order, you will receive a notification from your postal carrier with the amount that needs to be paid. This is billed through your local customs office and should be payable at your local post office. Your package will be held until customs charges have been paid. Refusal to pay this amount or failure to pay on time (the package will usually be held for up to 21 days, may vary by country) will return your package back to sender (me). If this happens, I will refund your money for the items themselves but I CANNOT refund any shipping costs as I cannot recover those charges and the payment of customs charges was no reflection or issue involved with Novelly Yours. If you wish to have your candles sent back after they have been returned, the customer (you) will be responsible for new shipping costs to ship the package back to you. Please keep an eye on your tracking number to follow your package on its course! It is the post office’s responsibility to send notification of customs charges but the notices do fail to reach people on rare occasions. Watching your tracking may assist to keep tabs on the status of your package. Billing of customs taxes and duties may add additional shipping time out of the control of Novelly Yours Candles. Please make yourself aware of your country’s rates and policies regarding customs charges. They vary by country so I cannot provide a standardized list. Should you have any questions on customs charges, please contact your local customs office, post office, or visit your country’s website for more details. Unfortunately, I cannot assist with this process as I am not involved in the billing or process in any way unless a package comes back to me in which case we may discuss refund or how to re-ship.
WHAT HAPPENS IF MY ITEM ARRIVES DAMAGED / GOES MISSING / IS STOLEN?
DAMAGES / LOST ITEMS
If the contents of your box are damaged by the shipping carrier, please send photos to novellyyours@gmail.com so we may file a claim with the post office. Replacements or refunds will be granted upon proof of damages. AI photos are not accepted or tolerated.
Novelly Yours cannot be held responsible for any carrier-caused damages but in most cases, we can file a claim. Depending on the situation, I may need to receive claim approval before I can send out a replacement package.
UNDELIVERABLE/REJECTED/RETURNED ITEMS: If an order has been returned to me as undeliverable due to incorrect address as provided by customer /customer unavailability/customer non-responsiveness, shipping costs for original delivery cannot be refunded. It is the customer’s responsibility to follow tracking as provided by Novelly Yours or to follow up within a timely manner to check on delivery if an item has not been received in the expected time frame following shipment. Undeliverable orders can be re-sent based upon agreement with the customer but new shipping charges are at the customer’s expense. Customer notes regarding delivery preferences (i.e. “call before delivering” or “please leave in mailbox”) do not guarantee that the postal carrier will follow these requests and do not guarantee postage refund if the item is shipped back to me. If the customer has extenuating circumstances under which the package must be delivered, it is the customer’s responsibility to communicate that with the carrier. There is no place on the shipping labels for me to designate delivery instructions to the postal carrier. Returned items due to failure/refusal to pay customs charges are not eligible for shipping refunds. I can refund the amount of the candles once they have been returned to me but I cannot refund shipping charges as customs duties & taxes are the customer’s responsibility. Returned items due to incorrect address as provided by customer are not eligible for shipping refunds as this is no error of Novelly Yours. The package can be re-shipped but the customer will have to pay the extra shipping costs so PLEASE make sure your address is correct! Any accidental change on my part or inaccurate update from USPS address-checker will be re-shipped free of charge, as this is no fault of the customer’s.
INTERNATIONAL TRACKING NOT UPDATING: Sometimes items don’t get scanned once they leave the US heading to another country or tracking is not guaranteed once it leaved the US. I can assist by putting in a search request with the post office but PLEASE be patient as they take very long to accommodate international requests. We will do our best to track down the package but these processes do take time. Truthfully, the best way to try to track down any missing international packages is for the customer to call their local branch as I cannot be expected to make international phone calls and your local postal carrier may have more information than we are able to obtain from the US Post Service. I will do my best to assist but once the package is out of my hands, I am no longer responsible for its handling.
CAN I CANCEL OR MAKE CHANGES TO MY ORDER?
CANCELLATIONS / REFUNDS / CHARGEBACKS
REVISIONS: We may be able to add items on before an orders has shipped. The website will send an invoice with the new balance. Balance must be paid before order ships. Items may also be cancelled from an order before it ships. Custom items may not be cancelled if production has already begun.
CANCELLATIONS: Standard orders can be cancelled by the customer up until an order has been marked as shipped, with certain exceptions. Custom orders and Scent Obsession candles that have already been produced/partially produced cannot be cancelled. Novelly Yours maintains the right to cancel an order at any time, within reason which may include but is not limited to: supply issues, production issues, unexpected/personal issues, cannot come to agreement with customer, harassment issues, etc. The customer will always be notified if I as the manufacturer need to cancel the order, and the proper refund will be given.
CHARGEBACKS: Chargebacks against Novelly Yours will limit your ability to purchase again. We are extremely responsive and reasonable. Please contact Novelly Yours before issuing a chargeback as this is very damaging to companies. If you have attempted to contact us and have not received a response, this is never intentional. Please email us at novellyyours@gmail.com or contact us on social media to check in.
REFUNDS: Refunds will be issued on a case by case basis. Any approved cancellation will be refunded.
CAN I MAKE A RETURN?
RETURN POLICY
Returns may be made for an order that is in unused/new condition and if the request has been made within 14 days of delivery date. All returns must be approved by Novelly Yours first.
The customer is responsible for all return costs, unless the reason for the return is a mistake by Novelly Yours. Initial shipping and/or customs costs will also not be refunded. That was a service that was purchased, used, and completed and cannot be refunded.
Once the order has been received and confirmed to still be in new condition, the customer will be refunded for the items and any applicable sales taxes.
WHAT ARE YOUR CANDLE INGREDIENTS?
Our candles are made with 100% soy wax and are dye-free. The fragrance oils are synthetic/man-made oils that are specifically designed for candles and candle-making. They burn safely and help to create the best candle performance, as well as helping us get unique fragrances like book pages, pumpkin spice, and other fun scents that we can't get from essential oils!
Many synthetic fragrance oils do still also contain some essential oils.
If you have any allergies, please reach out and we can contact our suppliers to see if there may be any potential of allergens.
ARE YOUR CANDLES PHTHATLATE-FREE?
PTHLATALTE FREE
All of our ingredients are phthalate-free!
HOW LONG DO YOUR CANDLES BURN?
CANDLE BURN TIME
Each 9oz candle should burn for 40-50 hours. Candle life depends on maintenance and responsible burning. Always trim your wicks to ¼" - ½" before each new burn. Store with lid on while not in use to keep the candle free of dust and debris.
We recommend burning candle for no more than 3-4 hours at a time for safety and longevity.
HOW CAN I TELL WHAT A CANDLE SMELLS LIKE?
CANDLE SCENTS
We do our best to describe what a candle smells like on the "cold throw" (unlit) and "hot throw" (the scent the candle emits while burning).
Please keep in mind that there are many different variations of scents, and variations of what we may picture. (For example, even something as straight forward as "coconut" could smell more like summer suntan, or coconut shavings, or sweet coconut, or toasted coconut -- you get the idea!
Our interpretations of a scent may differ as well. Please be open to some variations! It's a science AND an art!