Frequently asked questions

Our products

YES – this was priority #1 in our company’s mission – we are making products for pet lovers so we only use premium, pure, natural non-toxic ingredients. Our own dogs & cats have been around our burning candles with absolutely no negative reactions. We use fragrance and essential oils made CLEANLY, with NO NASTIES! However, while our fragrances are as safe as possible, it can be difficult to tell how an individual pet will react to any specific fragrance or essential oil. There is always a chance that a particular pet has a certain sensitivity to particular ingredients. If you have noticed any pet reactions or allergies, we’d always recommend checking in with a veterinarian just in case. And, as a commonsense rule with everyone’s safety in mind, pets should never be near or have access to burning candles or wax melts.

Our candles and wax melts are all made in the USA. We use 100% all-natural clean-burning coco apricot waxes & soy wax blends, and customized phthalate-free clean scent blends of natural fragrance & essential oils. The wax is 100% vegan (no beeswax) and all ingredients used are cruelty-free with no animal testing ever. The vessels are reusable and recyclable premium glass jars. Our wicks are 100% cotton (no lead – and we are working on introducing both crackling & silent wooden wicks to our line in the upcoming months). Our candle labels are made from eco-friendly paper products. We use organic botanicals and herbs for our adornments, as well as bio-degradable glitters & micas. Our ingredients are safe and sourced sustainably. No carcinogens. No toxins. No mutagens. All packaging materials are recyclable, and while we must ensure that our candles arrive to you intact, we are always striving to find better ways to reduce our carbon footprint with respect to product packaging. We also re-use packaging materials that we get form our suppliers and re-use in our packaging to customers.

Fragrance and scent blends are a big part of our overall process and ultimately, we want to give our customers a scent they will love! Our artistic interpretation process helps us to determine a customized blend of scents that will best complement all the elements and the ‘story’ of your pet’s candle – when you receive your candle, we also provide a more detailed scent description, including head, heart and anchor notes, that are used to create the scent blend of your candle. Our goal is to give customers a visually beautiful & meaningful candle, as well as one that has an intoxicating scent that brings loving memories and experiences to light! Please keep in mind, though, that our scents are not designed to be over-whelming, especially for our pet celebration line, as along with our customers, we know pets are in the households! We also consider any allergies or serious fragrance dislikes our customers may have for our pet collection candles. And for those who would prefer no scent, all of our candles can be made to order ‘un-scented.’

Each candle top of both our “pet celebration” collection and our “flora & fauna” collection is embellished and finished off with a combination of crystals, stones, organic botanicals & herbs, as well as eco-friendly glitter or eco-friendly mica powder. Every pet celebration candle is individually made, so each one will have a different mix of embellishments that best complement your unique pet and the content of the ‘story’ being told on the candle.

Our candles are all hand-poured individually with love and attention to detail in our studio in the NYC metro area, USA

With proper care and attention, each candle will provide a long, beautiful, clean burn. We also provide lids with every candle to keep your candle melt pool clean.

Please refer to each collection for individual candle burn times.

Always remember to trim your wicks before each lighting of your candle.  To keep your wax pool free of debris, keep your candle covered with the lids we provide for you between lightings. 

We highly recommend it! The personalized custom labels are made of eco-friendly matte paper and are not waterproof, so you cannot wash the outside of the glass. Each candle comes with instructions on how to best re-purpose your candle once it has finished its burning life cycle. We would love to see how you are re-using your customized glass jars, so please send us your pics on Facebook or Instagram (@jlcustomcandles) and we will post them and share with others!

Our charity initiatives

A portion of the profit proceeds from your candle purchase will go to select reputable charities that we love and support. The charities that we have designated at this time are listed below.   We do believe that this list will grow as ‘giving back’ is built-in to our mission at J.Lilienne Custom Candles.

Our shipping policies

All prices are in US dollars. We securely accept all major credit cards, PayPal or Stripe.

We ship from the NYC metro area (USA) via UPS and USPS. For all orders over $99, we offer FREE shipping.  If you are looking for expedited shipping, please contact us and we can try to accommodate this (for any orders of our ‘Pet Celebration’ line, please keep in mind that extra time needs to be built into the creation process, as these are individually made to order) ….

In an effort to reduce waste, we will not automatically include a packing slip with your order. If you do need one, please be sure to leave a note at checkout and/or email us and we will be happy to include one.

Many of our products are made to order, so we thank you in advance for your patience!

Since every single one of our Pet Celebration candles is personalized to your specific content and ‘story,’ it can take up to 1 business day week after ordering/receiving your completed questionnaire for them to ship out of our studio HQ.

Our Flora & Fauna Collection candles will ship out within three-five business days of ordering.

Please Note: Please know that all shipping carriers will experience backlog during the holidays, so please build in time and get your order in as soon as possible if you are expecting a specific delivery due date. Also, while now improved, COVID-19 has added additional delays due to staffing issues and necessary extra precautions. Please note that we are unable to accept cancellations or refunds due to postal delays that are out of our control.

We are working on offering UPS Next Day Air option for those last-minute gifts that absolutely, positively must get there!

Right now, we are only shipping domestically to addresses in the United States. But we are aiming to expand internationally very soon — in the meantime, please email us at if you have a specific country request, we will be happy to prepare a custom shipping quote and accommodate it!

For any international orders, please be mindful of your own country’s customs regulations, as J.Lilienne Candles cannot and will not be held responsible for any taxes, fees, loss or damage resulting from your package’s processing through international customs.

Our cancellation/returns/exchange policies

Yes – As long as you contact us before the production of your Pet Celebration Collection candle begins, we will be able to cancel your order and refund your payment. The Flora & Fauna Collection candles are returnable/refundable, in accordance with our policies.

Please Note: Please know that you should reach out as soon as possible to get your order cancelled. Since each Pet Celebration Collection candle is 100% personalized to each individual pet, we are not able to cancel an order once production has started. Production of your custom pet candle will start once your questionnaire has been submitted and received. 

Yes – if this should happen, please send us an email at (enter “CORRECTION-PET CANDLE” as the subject), and if your candle is not yet in production, we will be happy to make your requested change!

Please Note: Please reach out as soon as possible to get your Pet Celebration Collection candle order changed vs. your submitted questionnaire. Since each Pet Collection candle is personalized to each individual, we are not able to cancel an order once production has started.

Should that unfortunate circumstance happen, please send us an email at, and we will fix your issue ASAP.

Prior to shipping, we fully and carefully inspect our candles. In the rare event of damage occurring during shipping, please send us an email at As long as you provide a photograph of the damages within 5 days of delivery, we will get you a new candle ASAP. We will also need a photograph of the packaging if that shows how the candles were damaged – we will need this to file a claim with the delivery services, so please hold on to your packaging until you contact us.

Please Note: During the hot months, there is a possibility that slight melting may occur, which could result in stones, crystals, botanicals and herbs loosening during shipping. Each candle comes with a lid, so please remove your lid with care and any loosening will be caught in the candle and not spill out. Unfortunately, we cannot control this, as products can experience long travel distances, hot delivery trucks and packages sitting outside in the sun for extended periods of time. Please understand this as you make your candle purchase. Should any of the embellishments loosen or fall off during shipping, you can simply place them back, away from the center wick, and they will adhere themselves once you burn the candle.

We only accept returns or exchanges for our Flora & Fauna Collection candles. Any candles returned or exchanged in this collection must be candles still in their original state (undamaged and un-burned). Please ship items back within 10-days of delivery for a refund or exchange. The customer is responsible for paying any return shipping charges.

YES! Many people send our candles as gifts. Or you can purchase a “Gift Certificate” and the recipient can make their purchase when they are ready – our Gift Certificates do not expire. If you are looking to give one of our Pet Collection custom candles already made as a ‘surprise’ for someone,  you will have to ‘get creative’ and figure out how to get the questionnaire information to us without their knowing! Our candles make a unique & meaningful gift for most any occasion, and we can include a gift note for you at checkout, which the recipient will see when they receive their order. Or we can ship to you and you then give the candle directly to your recipient.

Please send us an email at – include your order number and we will help you ASAP.

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