FAQ

Frequently Asked Questions & Policies:

Contact us with any questions at hello@caiacandleco.com

Why is my candle smoking?

The wicks of our candles should be trimmed to 1/4 in before each burn. Failure to trim your wick may result in smoking. A wick is best trimmed with a wick trimmer, which you can find on our site. 

Damages:

If a candle makes it to you damaged, we require customers to provide photographic proof to hello@caiacandleco.com within 7 days of the package being marked delivered.

Exchanges & Returns:

We carefully hand pour and inspect each candle before shipping. We do not accept returns or offer refunds for items that have been used in any way. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

The purchaser is responsible for shipping costs for all returns. If a return is accepted, you will be refunded payment of the item minus the shipping fee, which is $7.99-$9.99 per order if the package is under 5 lbs. This applies to orders that are marked for “free shipping” as well. If the package weighs more than 5 lbs, the deducted shipping fee will be greater (contact us for info). Refunds often take 5-10 business days to reflect to your account.

To start a return, you can contact us at hello@caiacandleco.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We don’t guarantee that we will receive your returned item. In cases where we do not receive your returned item, we will not issue a refund.

Lost or stolen items: 

Caia Candle Co. is not liable for any stolen packages. Once a shipment leaves our warehouse the shipping carrier becomes responsible. We do not offer refunds or replacements for items marked delivered. If an item becomes lost in the mail, (tracking does no update for 30+ days) we will submit a claim on your behalf and send a replacement.

We reserve the right to modify our return and exchange policies at any time.