Frequently asked questions

Ordering

How long until my order ships?
Orders are checked and packed within 1–3 business days of payment clearing, Monday to Friday. You will get a tracking link by email as soon as the parcel is handed to the carrier.

Can I change or cancel an order?
Email service@lorqesiavip.com as soon as you can. If the parcel has not been handed to the carrier we can change the address, swap a scent or cancel outright. Once it has shipped we cannot recall it, but you can still return it.

Do you sell gift cards?
Not yet.

Shipping

Where do you ship?
To most countries worldwide. A small number are excluded, and checkout will not offer a rate for those destinations.

What does shipping cost?
One flat rate per order, not per item, wherever we ship. The exact amount is shown at checkout before you pay, and delivery times are on our shipping policy.

Will I pay customs or duty?
Possibly, depending on where you live. Import charges are set by your country and are not included in what you pay us.

The candles

How long does one burn for?
About 60 hours, if you trim the wick and keep individual burns under four hours.

Why is there a ring of wax left on the side?
That is tunnelling, and it almost always traces back to the first burn being cut short. The first light needs two to three hours so the pool reaches the edge. Our care and materials page explains how to recover from it.

Is the wax scented all the way through?
Yes. Fragrance oil is blended into the wax before pouring, not sprayed on top, so the scent is as strong at the bottom of the vessel as at the start.

Are they strongly scented?
They are built to fill a normal room, not to announce themselves from the hallway. If you like a heavy throw, Gingerbread, Hazelnut Coffee and Dark Cherry are the strongest in the range.

Do they come in other sizes?
No. One size, 12 oz, across all thirteen scents.

Is the vessel reusable?
Yes, and it is meant to be. Freeze it, lift out the last of the wax, wash it and keep it.

Are they safe around pets?
Soy wax and cotton wicks are a sensible choice around animals, but any open flame needs supervision and some animals are sensitive to fragrance. Burn in a ventilated room and never leave a lit candle where a pet can reach it.

Returns

What if it arrives broken?
Stoneware travels well but not perfectly. Send a photo to service@lorqesiavip.com within 14 days and we will replace it. Do not send the broken pieces back.

Can I return a candle I have burned?
No. Returns are for unused candles in the original vessel with the lid, within 30 days. The refund policy has the detail.

Contact

For anything not answered here, email service@lorqesiavip.com or call +1 (951) 631-8110, Monday to Friday, 9AM–6PM Pacific Time (PT). You can also use the form on our contact page. We reply to every email within 2 business days.