Frequently Asked Questions

Refunds + Exchange Policy

Unfortunately, LeneNicole. does not offer refunds, please double check your order at checkout to ensure you are selecting the correct product and/or scent.

We will exchange a product(s) that are damaged and/or defective.  If you need to exchange a product(s) due to damage and/or a defect, the exchange will be for the same product and/or scent.

If my item arrives damaged or defective, what do I do?

Please contact us within 3 days of receiving your item if it is damaged or defective.  We work endlessly to ensure the best quality, but do understand things happen.  Send a photo of the damaged product along with a picture of the shipping label to our email address info@lenenicolecandlecompany.com.  We will respond within 24-48 hours.

What if my candle isn't releasing a strong fragrance?

Fragrance is subjective, and some fragrances are stronger than others. Try to move the candle to another location.

Reminder: single wick candles are for smaller rooms, double wick candles are for medium sized rooms, and triple wick candles are for larger rooms.

What if my candle is releasing soot?

Soot is a natural occurrence for any candle. If your candle is continuously releasing soot, it can be the result of carbon build-up on the wicks, not trimming the wicks of the candle, over-burning the candle, or burning the candle in an area that is receiving a draft from a vent.

If you are experiencing excess sooting, try trimming your wicks to 1/8’’, moving your candle to another location, or extinguishing your candle if it has been burning for more than 3-4 hours.

When do you ship items?

All orders are shipped between Monday - Wednesday.  If you place an order Thursday, that order will not be shipped until Monday.  We do this to ensure products are not sitting over the weekend with postal carriers due to melting points.

What is the processing time?

Orders are shipped within 3-5 days of when the order is placed, and delivered by USPS within 2-3 days.