FAQ

 

CANDLE CARE 

 

How long should I burn my candle? 

It's important to burn your candle at least 2 hours during the first burn. It creates a memory burn, ensuring your candle continues to burn properly. 

Also, you don't want to burn your candle for more than 4 hours at a time. The wick gets too long, causing the flame to get bigger, blackening the sides of your jar. 

 

Should I trim my wick? 

Yes! You should always keep your wick trimmed to 1/4 of an inch. Otherwise, your wick will "mushroom" getting longer, interfering with a good burn pattern. 

 

Do I take the crystals out or burn with them there? 

Whatever you prefer. Some people like to set their intentions and keep the crystals close, while others burn the candle with the crystals on top. If you choose to keep the crystals on top, don't burn your candle past the bottom line of the label. 

 

Why is my flame burning so high? 

There may be two causes of a larger flame — the wick may be too thick, and/or, the wick is too long. So, trimming the wick 1⁄4 inch before burning your candles is recommended.

 

Any general guidelines to follow for candle care? 

-Do not leave your candle unattended
-Don’t forget to trim your wick!
-Don’t burn for more than 4 hours. Your wick can begin to “mushroom” and create a large flame.
-Do not extinguish your candle with water

 

SHIPPING QUESTIONS

 

When will my order ship out? 

Coco Luxx Items are made to order, so you get the freshest product!

Please allow 4-7 business days for processing time, plus shipping time you select at checkout.

We ALWAYS aim to get your order out as soon as possible, with most packages shipping out 1-3 days after placing your order, but many of our products are “made to order,” so sometimes we’ll need that extra day or two. 

Most packages are sent out USPS Priority mail (2-3 days). Of course, you have the option of expedited shipping at checkout. 

 

What does "FREE SHIPPING" consist of? 

Any FREE shipping provided will be standard shipping (unless otherwise stated). 

 

PRODUCT QUESTIONS

 

How natural are you products? 

We craft our products with high quality ingredients with 80% of them being organic. 

Do you use fragrance or colorants? 

When we use fragrance, as opposed to essential oil, we find the most natural source possible. 

Occasionally we’ll use an all-natural mica powder, but you’ll see it listed in the ingredients. 

Are your products made to order? 

Our products are made to order in small batches. We want to make sure you get a high-quality product crafted just for you!

 

RETURNS & EXCHANGES

Do you accept returns or exchanges? 

Due to the personal nature of our products and lingering COVID concerns, we do not accept returns or exchanges. However, we always want you to be happy with your purchase, so please reach out if there's an issue we need to address. 

What if my package is lost or stolen? 

We are not responsible for lost or stolen packages. Please let us know if you have an issue and we'll try our best to retrieve it from the carrier. 

What if my package arrives damaged? 

We package everything with a lot of care (and bubble wrap), but these things still happen occasionally  Let us know if it does and we'll take care of it promptly! We just ask for a photo and send you a replacement — easy peasy!