Tracking Your Order
Once your order is shipped, we’ll send you an email with the tracking code from our preferred shipping partner UPS.
All details related to delivery attempts are provided and recorded on our shipping partner’s website.
Lost Packages
If the package is lost by the carrier, you have the option to either receive a full refund or have the product resent at no additional cost.
Delays
We are not responsible for any delays caused by the carrier, especially during holiday seasons or labor strikes. If you require expedited delivery, we recommend selecting express shipping or placing your order well in advance.
Receiving your order:
The carrier will drop off your box in your mailbox if the size is accurate or will leave at your front door. You will receive an email with a notification that your order has been delivered.
Incorrect or Incomplete Address
We are not responsible for incorrectly filled or incomplete addresses. In such cases, a new shipping fee will be charged for resending the order after the merchandise is returned by the carrier.
Confidentiality and Security
We are committed to providing excellent service and ensuring the security of your personal data. Our systems are equipped with advanced technologies, and our staff prioritize the security of our entire system to provide you with a great shopping experience.
We adhere to strict privacy policies in all our processes, ensuring that your personal data is never sold, exchanged, or disclosed to third parties, except when necessary for delivery-related processes or participation in promotions. In such cases, your personal information is essential for the safe delivery of your order.
Refunds, Cancellations, and Chargebacks
Refunds are only authorized if the product is unused, sealed, and without any kind of tampering. The item must be returned to the sender, with the customer bearing the shipping cost, within a maximum period of 7 days after receipt.
The refund/chargeback process takes up to 10 days. The reshipment fee is $9.90 and must be paid by the customer.
Credit Card: Will be refunded to your credit card statement within 30 business days.
All requests must be sent to contact@fontenellecandles email address, providing your SSN, order number, attached photos of the product to be returned, and an explanation of the situation.
Defects and Damages
Within 7 days of receipt, if you notice any issues, please contact our support via email ( contact@fontenellecandles ), providing your SSN, order number, explain your issue, and attach a photo if possible.
Shipping Costs
The shipping fee on our website varies and can change depending on active campaigns, ranging from fixed-rate to free shipping.