Frequently Ask Questions
How does the custom candle process work?
Choose your candle size and finish, then describe your desired scent or fragrance blend. We’ll hand-pour your custom candle to order with care and attention to detail.
Can I request a custom scent blend?
Yes. Describe the type of fragrance, mood, or scent blend you’re looking for, and we’ll do our best to craft it for you.
How long does processing take?
All candles are made to order and typically require 3–5 business days for processing before shipping.
How long does shipping take?
Shipping usually takes 3–7 business days after processing depending on your location.
Please see our Shipping Policy for more details.
Do you accept returns or refunds?
Because all candles are custom-made, we do not accept returns or refunds unless your order arrives damaged or incorrect.
Please see our Refund Policy for more information.
Can I change or cancel my order?
Order changes or cancellations must be requested within 12–24 hours of placing your order before production begins.
What if my package is lost or delayed?
Once shipped, we are not responsible for carrier delays or packages marked as delivered. Please contact the shipping carrier first, then reach out to us if you need assistance.
Are your candles handmade?
Yes. Every candle is hand-poured to order with care, attention to detail, and a mindful approach to craftsmanship.
Are your candles eco-conscious?
We strive to use quality materials and thoughtful packaging while maintaining a more mindful, eco-conscious approach wherever possible.
Will my candle look exactly like the photos?
Because each candle is handmade and custom-crafted, slight variations in appearance, vessel sizing, or finish may occur. This is part of what makes every piece unique.
Do you offer sample candles?
Yes. We offer 2oz sample candles in tin containers so you can explore different scent ideas and fragrance styles.
Do you offer premium candle vessels?
Yes. We offer premium collections including natural coconut candle vessels and rustic wooden bowl candles for a more elevated experience.
Will I receive tracking information?
Yes. Once your order ships, you’ll receive tracking information via email.
How can I contact you?
You can reach us anytime through our Contact page or by email at customer.service@hallcandle.com.