Do I need to create an account to place an order?

No, you can complete your purchase smoothly via Guest Checkout. However, creating a complimentary Candlorre account is highly recommended as it enables you to track live parcel movements, view past order invoices, save multiple delivery addresses, and enjoy faster one-click checkout.

How do I create and manage my account?

Click the Sign In icon in the header navigation or visit Client Login. Enter your registered email address or mobile number to receive a secure login link or OTP. Once signed in, you can manage saved addresses, profile information, and review your order archive.

How do I know my order is confirmed?

Upon successful placement, an on-screen confirmation with your unique Order ID (e.g. #CND-1082) will appear. You will simultaneously receive an automated confirmation via SMS, WhatsApp, and Email with full itemized details and invoice download links.

Can I change my delivery address or phone number after placing an order?

Yes, provided your order has not yet been handed over to our courier partner (typically within 12 to 24 hours of placement). Please message our concierge on WhatsApp at +91 9762831995 or email support@thecandlorre.com with your Order ID and updated address immediately.

Can I add or remove items from an existing order?

Once an order is confirmed, line items cannot be modified directly due to automated GST billing. However, if the order is not yet dispatched, our customer care team can cancel your existing order so you may place an amended order with your desired selections.

What are the shipping charges?

We offer FREE Express Pan-India Shipping on all orders of ₹999 and above. For orders below ₹999, a nominal flat shipping fee of ₹99 is applied at checkout to cover insured courier transit.

What is the estimated delivery timeframe across India?

Orders are handcrafted and dispatched within 24 to 48 hours.

• Tier 1 / Metro Cities (Mumbai, Delhi NCR, Bengaluru, Hyderabad, Chennai, Kolkata, Pune): 3 to 5 business days.
• Rest of India / Tier 2 & Tier 3 Cities: 5 to 7 business days.
• Special / Remote Locations (Northeast, J&K, Andaman): 7 to 9 business days.

How do I track my order once dispatched?

Once handed over to the courier, you will receive an SMS and WhatsApp notification containing your Airway Bill (AWB) number and direct tracking link. You can also track your shipment anytime on our Live Tracking Portal by entering your Order ID or phone number.

Which courier logistics partners do you use?

We partner with India's premier express logistics networks, including Blue Dart, Delhivery, DTDC, and Xpressbees. Every fragile glass vessel is nestled inside custom shock-absorbent honeycomb cushions and sealed with tamper-evident security tape.

What happens if I am not available during delivery?

Our courier partners attempt delivery up to 3 times on consecutive business days. You will also receive an advance delivery coordination call or OTP verification. If all attempts fail, the package returns to our warehouse, and our concierge team will reach out to reschedule.

What payment methods do you accept?

We support a wide array of fast and secure payment options:

• UPI (Google Pay, PhonePe, Paytm, BHIM, Cred, and all UPI apps)
• Credit & Debit Cards (Visa, Mastercard, RuPay, American Express, Maestro)
• Net Banking (50+ leading Indian banks)
• Cash on Delivery (COD) across all serviceable PIN codes

How does Cash on Delivery (COD) work?

COD is available for cart totals up to ₹999 across verified PIN codes. A nominal courier collection fee of ₹49 is added to cover reverse cash logistics. For security, orders exceeding ₹999 require prepaid payment via UPI or Cards.

Is my online transaction and card data secure?

Yes, 100%. All online payments are handled via Razorpay with 256-bit bank-grade SSL encryption complying with PCI-DSS Level 1 standards. The Candlorre never views, processes, or stores your banking credentials or UPI PIN.

Are prices inclusive of GST?

Yes, all prices listed across the store are all-inclusive of 18% Goods & Services Tax (GST). What you see is exactly what you pay, with zero unexpected charges at final payment.

How do I apply coupon discount codes?

On the checkout screen, click the 'Discount Codes' section or enter codes such as SAVE5 (5% off on first order) or BUY2 (10% off on 2+ items) into the promo box and click 'Apply'. Prepaid orders automatically receive an extra 5% discount.

Can I cancel my order?

You can cancel your order at zero cancellation fee anytime before it is dispatched from our workshop (within 12 to 24 hours of placement). Once dispatched, the shipment is in transit and cannot be recalled, but can be managed under our transit protection policy.

What is your policy if my glass vessel arrives broken or damaged in transit?

We assume 100% responsibility for safe arrival. In the rare event of transit breakage or leaking diffusers:

• Take clear photos or a short unboxing video showing the damaged vessel and the shipping label on the box.
• Share the photos with us on WhatsApp (+91 9762831995) or email (support@thecandlorre.com) within 48 hours of delivery.
• We will immediately arrange a free express replacement dispatch or process a 100% full refund.

Can I return a candle after lighting or burning it?

No. In accordance with strict luxury hygiene, fragrance purity, and safety regulations, candles or diffusers that have been opened, lit, or partially consumed cannot be returned or restocked.

How long does it take to receive a refund?

Approved refunds are initiated within 24 to 48 hours. Prepaid card/NetBanking/UPI refunds reflect back in your account in 2 to 5 business days. For COD orders, our team will request your bank account or UPI ID to transfer the refund directly.

Are sale and clearance items returnable?

Products purchased during clearance flash sales or marked as "Final Sale" are non-returnable and non-exchangeable, unless received damaged during transit.

What is the "Memory Burn" and why is it crucial?

On your candle's very first lighting, allow it to burn continuously for 2 to 3 hours until the liquid wax pool reaches the outer glass rim. Soy wax has memory: if extinguished too soon, it will tunnel down the center, drastically shortening candle life.

Why should I trim the cotton wick before lighting?

Always trim the cotton wick to 1/4 inch (6mm) prior to every burn. A trimmed wick ensures an even flame, eliminates excess carbon mushrooming, and prevents black soot from adhering to the glass vessel.

How long should I burn the candle in a single session?

We recommend burning your candle for a maximum of 3 to 4 hours at a time. Burning beyond 4 hours can cause the vessel to overheat and consume fragrance oils too rapidly.

How do I fix a candle that has already started tunneling?

Wrap aluminum foil around the top rim of the candle like a dome, leaving a 1-inch opening at the center above the flame. Burn for 1–2 hours. The trapped heat will melt the hardened wax rim back into a uniform flat pool.

How do I clean and repurpose the jar after the wax finishes?

When approximately 1/2 inch of wax remains, discontinue burning. Pour hot (not boiling) tap water into the jar; the leftover soy wax will soften and float to the surface. Once cooled, pop the wax puck out, clean with warm soapy water, and repurpose the jar as a luxe makeup brush holder, pen stand, or succulent planter.

How do I set up and maintain a Reed Diffuser?

Carefully unseal the glass diffuser bottle and insert the natural fiber reed sticks into the scented oil. Allow the reeds to absorb oil for 2–3 hours, then flip the sticks to jumpstart aroma dispersion. For a burst of refreshed scent throw, flip the reeds once a week.

How long do your Reed Diffusers last?

Lifespan may vary based on air conditioning, ceiling fan proximity, and room temperature.

Where is the optimal location to place diffusers and candles?

Place diffusers in high-traffic transition areas such as foyers, hallways, vanity counters, powder rooms, and bedroom dressers. Keep them away from direct sunlight, air conditioner vents, and drafty windows to prevent rapid oil evaporation.

What wax is used in The Candlorre candles?

We exclusively use 100% natural botanical soy wax blended with organic beeswax. We never use petroleum-derived paraffin, synthetic stearic acid, or chemical bleaching agents.

Are your candles and oils safe for pets and children?

Yes. All our aromatic formulations strictly conform to IFRA (International Fragrance Association) global standards and are 100% free of phthalates, parabens, and hazardous VOCs. For fire safety, always burn candles on a stable heat-proof surface out of reach of unattended pets and children.

Why do soy candles sometimes develop "frosting" or white crystals on top?

"Frosting" is a natural polymorphic crystal formation unique to 100% pure soy wax. It is an authentic hallmark of all-natural vegetable wax containing zero paraffin additives. It does not affect fragrance diffusion or burn performance in any way.

Can I send an order as a gift with a personalised message?

Yes! We offer complimentary handwritten gift calligraphy cards and luxury ribbon gift packaging. Simply add your custom note during checkout or message our WhatsApp concierge with your Order ID.

Do you accept bulk orders for weddings, corporate gifting, and festivals?

Yes, we curate exquisite bespoke hampers and luxury favors for luxury weddings, corporate holiday celebrations, Diwali gifts, and private VIP gatherings. Special wholesale tier pricing is available for orders of 25 units and above.

Can we customize vessel branding or private label scents?

Yes! For orders of 50+ units, our master perfumer offers custom fragrance pairing, custom gold-embossed vessel labels, and bespoke luxury packaging. Inquire at support@thecandlorre.com or WhatsApp +91 9762831995.

How can I reach The Candlorre Concierge Team?

Our dedicated client support specialists are available Monday through Saturday:

• WhatsApp Concierge: +91 9762831995 (Fastest response within 30 minutes)
• Email Support: support@thecandlorre.com
• Phone Hotline: +91 9762831995
• Working Hours: Monday – Saturday, 09:30 AM – 06:30 PM IST