FAQ
PRODUCTS
HOW DO I CHOOSE A SCENT?
Browse the scent notes on each product page to find the fragrance that feels like you. Start with the featured collection, or explore our two collections.
WHERE CAN I FIND THE SCENT NOTES?
Each candle’s product page includes its fragrance description and scent notes. Open the product you are interested in to read the details before choosing.
HOW MANY FRAGRANCES ARE AVAILABLE?
Joyride and Stoneware each have five fragrances. Browse each collection to see the individual candles and current availability.
CAN I CHOOSE A DIFFERENT OPTION?
When a candle has more than one option, choose your preferred option on its product page or in Quick Add before adding it to your cart. The selected option is shown in your cart.
WHERE CAN I FIND THE SIZE AND BURN TIME?
The size and burn time are listed on each candle’s product page. Follow the instructions on the candle label when using your candle.
HOW DO I CARE FOR MY CANDLE?
Read our candle care guide and follow the instructions on your candle’s label. Keep the candle in sight while it is burning.
WHERE CAN I SHOP LUMENELLE?
Explore our candles right here in the lumenelle store. For questions about a product, send us a note through our contact form.
CAN YOU HELP ME CHOOSE A CANDLE?
Tell us about the fragrances and vessel style you enjoy through our contact form. You can also compare the scent notes in our Joyride and Stoneware collections.
SHIPPING
HOW MUCH IS SHIPPING?
Enter your delivery address at checkout to see the shipping options and rates available for your order before payment.
WHERE DO YOU SHIP?
Available destinations and delivery options are shown at checkout for the address you enter. If you cannot find a shipping option for your address, use our contact form before placing your order.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Review the delivery information shown at checkout. For a question about a specific order, send us your order number through our contact form.
WHAT IF I HAVE A DELIVERY QUESTION?
Send us your order number and a description of the delivery issue through our contact form so we can look into your order.
ORDERS AND PAYMENT
HOW CAN I CHECK MY ORDER?
Use the order link in your confirmation email. You can also sign in to your account using the email address associated with your order.
WHICH PAYMENT METHODS CAN I USE?
The payment methods available for your order are shown at checkout. Review your order and the available options before completing payment.
HOW DO I SIGN IN?
Select Account and follow the sign-in instructions. Use the email address associated with your order. If you need help, use our contact form.
CAN I CHANGE MY ORDER OR DELIVERY ADDRESS?
Send your order number and requested change through our contact form as soon as possible. We will need to review the order’s status before confirming whether a change is possible.
RETURNS AND REFUNDS
HOW DO I ASK ABOUT A RETURN?
Contact us with your order number and the item you would like to return. Use our contact form to ask about the applicable return instructions before sending anything back.
WHAT IF MY CANDLE ARRIVES DAMAGED?
Please describe the damage and include your order number in our contact form. Our team can review your order and advise on the next steps.
HOW DO I CHECK A REFUND REQUEST?
For an update on a return or refund request, use our contact form and include your order number and details of your earlier request.
CONTACT US
HOW CAN I CONTACT THE LUMENELLE TEAM?
For product questions, order support, or feedback, send us a note using our contact form.
WHAT SHOULD I INCLUDE IN MY MESSAGE?
Include your name, email address, and a description of your question. For order support, include your order number; for product questions, include the candle’s name.