Store Policies

ScentSoftly Candle Co. provides its best service with clear and concise policies that are easy to understand and streamline services rendered. Below you will find information on our current 2025 policies related to shipping and delivery, refunds and more. Please note any changes to our policies will be highlighted on this page and in any subscribers/members email communications before taking effect. 

 

Payment options: 

• ScentSoftly Candle Co accepts Debit and Credit card, Paypal and more. 

• Scentsoftly Candle Co strives to keep your information safe. Your debit and credit card information is never saved, sold or used in any harmful way. All information collected is done securely and for the purpose of sale and shipping. 

• All customers with a member login will have access to saved payment methods, addresses and more. 

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Cancellations:

• Orders placed can be cancelled within 4 hours of Purchase. 

• Please use the Contact form to initiate your cancellation. 

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Order Processing:

• Orders purchased before 4pm begin processing the same day.

• Orders made after 4pm will be processed the next business day. 

• Candles orders require 7-10 business days processing time before shipping. 

• Pre-orders and custom orders will require a 3 week processing time. Candles must cure a minimum of 2 weeks. 

• Once an order is processed, tracking information will be sent via email. 

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Shipping Policy:

• At this time ScentSoftly Candle co. ships within the US only. 

• All orders, once processed, will have tracking information sent via email within 48 hours. 

• Once an order ships, the arrival time is up to your shipping method. Please refer to tracking item for up to date information on arrival.

• If there is an outstanding issue with delivery please use our contact form. 

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Return and Exchange Policy: 

• All candles are final sale and thus not accepted for return. 

• SS will exchange a candle if there are issues of damage during transit. 

• Custom orders are final sale. 

• Please use the contact form if you are having an issue with a product. We are happy to help!

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 ScentSoftly Poetry Guidelines:

• Please note that our signature candles have their own poetry written by our chandler and resident poet Alex . All poetry, prose, and written literature distributed via newsletters, emails, or products is the exclusive property of ScentSoftly Candle Co. It should not be reused or claimed as one's own.  

• Each poem is written specifically for that candle. If you purchase a candle more than once you will receive the same poetry. There is an option to opt out for repeat orders.

 

Custom Candles and gift boxes: 

• Custom orders receive specially written Literature, unique their candle.

• Custom ordered scents are sometimes added to the signature line for purchase. If this is done, a new piece will be drafted for the candle. This protects customer privacy.

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