Product purchase and customer usage

‘You,’ as the purchaser, agree to use all purchased products acquired from J.Lilienne Custom Candles company both responsibly and safely, and according to all directions and warnings provided by J.Lilienne Custom Candles company (either directly on the product itself or included separately in information packets provided with your purchase), and according to any and all specifications and directions from associated manufacturers.

By ordering and purchasing any and all goods sold to you from J.Lilienne Custom Candles company, you are acknowledging that you are of the legal age to purchase these products and that these products cannot only be legally purchased, but also owned and operated by you in your country, state, county, and/or city of residence.

Additionally, by purchasing and using these products, you hereby agree to indemnify and hold J.lilienne custom candles company (including the company owner and any employees) free and harmless from any liability, both personally and financially, for incidental or consequential damages, from any third-party claims for damages against their property, and from any liability whatsoever arising out of the application or use of any J.lilienne custom candles product. Furthermore, J.lilienne custom candles shall not be responsible, either financially or otherwise, and/or either personally or as a company, for any damage that may occur due to misuse of its products or any damage related directly or indirectly to and with candle burning or wax melt usage.

Customer service

We want you to love your purchase/experience at J.Lilienne Custom Candles and are here to help! Please email us at info@jlcustomcandles.com with any questions.

Return policy

In the event you are not completely satisfied with your purchase for any reason, you may return it to us for an exchange or full refund. All returns must be postmarked within 10 days of the delivery date. All returned items must be in new, unused and original condition, free from any damage.

PLEASE NOTE:  As our “Pet Celebration” candles are custom-made items, we cannot accept returns on these products.  However, if you are dissatisfied for any reason, please contact us.

To return an item, please email us at info@jlcustomcandles.com (please put attn: RETURNS in your subject line) to inform us and alert us to look for your return. All returns require a RA number – please email to receive one and we will then provide our address for returned goods. Once you receive this information form us, then place the item(s) you are returning securely in the original packaging, and mail your return with the proper postage to the address provided, including on the return label J.Lilienne Custom Candles, Attn: RETURNS

Shipping costs are non-refundable and shipping return costs are the sole responsibility of the customer.

We have the right to deny an exchange or credit if the returned items do not meet our return policy requirements.

We do not take responsibility for lost returns or if the item arrives damaged in the mail as we use a third-party carrier. If your item is received severely damaged, we will consider a return on a case-by-case basis. Please email us photos within 48 hours of receipt.

Please allow one week to 10 days for processing once we receive the returned item(s). We will send you an email once we have received your return and processed your exchange/credited your account.

Payment methods

All prices are in US Dollars. We accept Visa, MasterCard, American Express, Discover, through PayPal and STRIPE.

Processing time:

The turn-around time required to prepare an order for shipping will vary, especially so for the type of candle purchased. In most circumstances your order will ship out within 3-4 business days of purchase.  However, if you have purchased a custom “Pet Celebration” candle, once your submitted questionnaire is received, it will take approximately up to 5-7 business days before your candle is ready to ship, and additional time if you have ordered more than 1 “Pet Celebration” candle.  If there is ever a further delay on your purchase order, you will be contacted via email.

Shipping times:

At this time, we are only shipping products domestically.  Current estimates are generally 5-7 business days after product is mailed.  However, with COVID conditions, shipping can be delayed beyond our control. We will do our best to meet these shipping estimates but cannot guarantee them. Actual delivery time will depend on the postal service. Once the package is scanned by the post office, we have no control over how long the package will take to arrive, and we cannot be held liable or responsible for any delays, re-routing, or failed deliveries of your package.

However, we absolutely want you to receive the order that you paid for so please contact us at info@jlcustomcandles.com with any concerns regarding the status of your order.

Shipping costs are waived within the continental U.S. on orders of $75 or more before shipping/handling/tax.

Customs and import taxes:

We are sorry but currently, we are not shipping our products outside of the USA.  However, if you have an international request, we will be happy to investigate shipping costs and if you agree with the costs we provide, we may be able to accept your order.  Should that happen, all international buyers are responsible for any customs and import taxes that may apply. Also, we are not responsible for any delivery delays due to customs or lost, re-routed packages..

Privacy notice

Thank you so much for purchasing our products and for supporting a woman-owned business, as well as our charitable endeavors.  We hope you love our products just as much as we love making them! Please know, we are 100% committed to protecting your personal information and your right to privacy. If you have any questions or concerns about this privacy notice, or our practices with regards to your personal information, please contact us at info@jlcustomcandles.com.

When you visit our website and use any of our services, we appreciate that you are trusting us with your personal information. We take your privacy very seriously. In our privacy notice, we seek to explain to you in the clearest way possible what information we collect, how we use it and what rights you have in relation to it. If there are any terms in our privacy notice that you are not in agreement with, please discontinue use of our services. This privacy notice applies to all information collected through our services – primarily our website, as well as any other services related to our business. Please read our privacy notice carefully to help you understand what we do with the information that we collect.