We to ship to residential and business addresses in the 48 contiguous United States. All orders ship from our distribution center in Maple Grove, Minnesota via FedEx Ground Monday-Friday, excluding major holidays.

Once your order is processed, we are not able to make any changes to the shipping address and it cannot be canceled.

We are not able to ship to:

• International addresses
• P.O. Boxes

If you any of these types of addresses, we will have to cancel your order.

SHIPPING RATES

We offer FedEx Ground shipping at $13.00 per order. Orders over $100 (product subtotal before tax and after discounts) will ship free.

Unfortunately, once an order is placed, we are unable to change any order details including shipping address or product selection.

If you need to reroute your package, please contact the shipper with your tracking number.

We will review your request to see if your order qualifies for a promotional adjustment.

Note, we cannot adjust pricing once a promotion has ended or a promo code as expired.

Use the CONTACT US form, and provide the following:

• Email address
• Order number
• Promo code
• Discount amount

TRACKING

Once your order is picked up from the carrier, we will send tracking information via email. Keep in mind that it can take up to 48 hours before the track & trace is available.

We are working diligently to get every order out the door as fast as possible, but please expect around 7-10 business days for your order to arrive. If you have any issues with receiving your delivery, please review tracking with the carrier, or let us know at customers@illumecandles.com no more than 30 days past the expected delivery date.

WEATHER RELATED SHIPPING DELAYS

Due to the nature of our products we try to limit the time spent in warehouses, and reserve the right to delay shipping without notice during warm weather months. To avoid potential melting and ensure you receive flawless products, orders received on Wednesday through Friday will ship the following Monday.

Return requests will be addressed on a case-by-case basis. Items must be unused and in their original packaging to be eligible for a return. Requests must be made within 10 days of delivery. Please contact complete the Contact Us form if you would like to return an item(s) in your order.

Refunds will be issued once we receive your item(s) back to us. Please allow 10–14 business days upon receipt to process the transaction.

All sales are final on items marked as Last Call.

For items purchased outside of illumecandles.com, please contact the vendor or retailer where the purchase was made and review their return and refund policy. We are not able to offer replacements, exchanges or refunds for items that were not purchased directly through our website.

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 arrives.

The customer is responsible for notifying ILLUME of any shipment or product issue(s) within 10 days of delivery and must provide photos. Please complete the form on our CONTACT US page, and include the following details:

• Order number
• Email address
• Name of damaged item(s)
• Photo(s) of damaged item(s)

Our unique wax blends have taken years of development and are highly proprietary, so we do not share our detailed ingredient lists.

Yes, we have a variety of different wax bases to satisfy different claims and performance characteristics. We use soy, responsibly harvested palm, carnauba, and paraffin.

Fragrances can be made up of natural or synthetic ingredients, but most contain both. Some fragrances like ozonic/aquatic notes are not available naturally so they are all synthetic. There can be anywhere from 10 to 75 ingredients per fragrance, but we use essential oils and absolutes when it is available and/or feasible.

ILLUME is committed to crafting environmentally conscious products, but candles cannot be certified organic. That said, our candles are crafted from either an FDA-approved food-grade paraffin (like the wax used on vegetables at the grocery store; ours is edible, too), or our proprietary all-natural blend of coconut wax, beeswax and essential oils. The wax type depends on the application. Our wax is the foundation for a clean burn and, combined with a metal-free wick and proper care, should provide the cleanest burn possible. Additionally, all of our fragrances are free of harmful phthalates and all packaging is made from recycled materials, are recyclable, or are in vessels designed for reuse.

Because it matters to us greatly, our candle and diffuser formulas are PETA certified, cruelty-free and vegan, made with the best intentions and ingredients. Cruelty-free means that our candles are developed without any tests on animals, while vegan means that the product does not include any animal-derived elements.

It varies by fragrance, but all of our diffusers contain fragrance ingredients and some solvents to keep all the ingredients dissolved in the liquid. While some of the fragrances contain essential oils, most also contain synthetic ingredients. All of our diffusers adhere to IFRA[EH1]  guidelines.

Typically, 3 oz diffusers last 2-3 months. The rate of evaporation depends on the size of the space and number of reeds used. Dry air and air flow (fans, dehumidifiers, etc.) can deplete diffusers faster. To optimize the reeds, we recommend flipping them when they have stopped throwing fragrance.

Yes. Not only are the bean chemicals that are allergens not present in soy wax, any that were present would be destroyed by the combustion.

No, all of our wicks are metal-free. Depending on the application, they are made with cotton, cotton with a paper core, or cotton and paper woven together.

Keep in mind these two things to create the best burn experience:

• The first time you burn a candle, let it burn until the wax pool melts all the way to the edge. For a larger candle this may take a few hours. Wax has "memory," so if is extinguished with just a partial pool, it will struggle to ever get to a complete melt pool. Sometimes this takes some planning ahead but will make a huge difference in candle performance

• Trim your wick each time you light the candle, removing any wick 'bloom' from the previous burn. We like 1/4"-1/2". Our wicks are crafted to self-extinguish at the bottom 1/2" or so, for safety.

Our wicks are designed to self-extinguish about a quarter of an inch above the very bottom of the wax, and are glued to the bottom of the vessel so they can't float around. We do this - in addition to extensive R&D and testing - to ensure our candles burn beautifully and safely from first light to last flicker.

• Remove leftover wax from your boxed glass candle vessel, and clean with warm soapy water.
• Push the bottom of the refill container upward and pull the wax refill out by its wick
• Place refill in a clean boxed glass candle
• TIP: Place the refill in the refrigerator for 15 minutes beforehand for easiest removal.

Unfortunately, no. Our candle refills are specifically created and tested for our Refillable Boxed Glass Candles.

We cannot guarantee the refill will burn properly or safely in any other vessel.

• Unscrew the ceramic collar on your original diffuser.
• Pour new oil into the vessel.
• Replace the collar and arrange the fresh reeds.

We understand the emotional connection to fragrance and carefully consider our decisions to retire fragrances. Just like fashion or home-decor trends, fragrance trends are continually evolving. We only retire fragrances that are no longer performing for us as a business, or that no longer align with our fragrance philosophy. We’ll continue to bring new, on-trend fragrances to the market each year that may quickly become new favorites, but please feel free to contact our customer service department for fragrance recommendations in the event your favorite has been retired.

Good Chemistry is ILLUME's sister personal fragrance brand. The brand focuses heavily on clean, affordable, high-quality fragrances that are the ultimate extension of self-care and self-expression. Visit their site here: https://www.good-chemistry.com/