FREQUENTLY ASKED QUESTIONS

PRODUCTS

WHAT MAKES THE COZIE SHOP CANDLES DIFFERENT?

Glad you asked! All of our candles are handcrafted in San Francisco, CA by a small team of people. Each candle is carefully and intentionally created for you. We source our ingredients from manufacturers dedicated to creating cruelty-free fragrances and materials. When you shop at The Cozie Shop, you support small businesses!

WHAT INGREDIENTS DO YOU USE IN YOUR CANDLES?

We use only quality ingredients, including food-grade wax, lead-free wicks, and cruelty-free fragrance oils. All of our candles are hand-poured with care in San Francisco, CA.

WHAT'S THE BEST WAY TO CARE FOR YOUR CANDLES?

Keep the wick trimmed to 1/4” prior to lighting. Do not keep lit for longer than 3 hours at a time. Always supervise your candle and extinguish before leaving. To create an even, consistent burn, be sure the first time you light your candle is for at least 10 minutes to create a large burn pool.

CAN YOUR JARS BE RECYCLED?

Yes! Our candle jars are all glass and 100% recyclable. Please remove the wick and any leftover wax prior to dispensing them into your recycling bin.

DO YOU OFFER SAMPLES FOR YOUR CANDLES?

It's in the works! In the meantime, check out the candle descriptions. Each description includes what kinds of scents you can expect to fill up your home, including the specific notes in each candle. 

DO YOU OFFER DISCOUNTS AND COUPONS?

Yes we do! We love to give discounts and coupons to our Instagram followers and email subscribers! Be sure to follow us on Instagram for special giveaways. Snag a 10% off coupon for your first order by signing up for our email list!

ORDERS

WHEN WILL I RECEIVE MY ORDER?

It’s our priority to get your order to you as fast as possible. Most orders are packaged and sent via UPS or USPS within 2-3 business days of receipt.

For clothing, please allow 2 weeks for turn around time as each item is made-to-print.

CAN I CHANGE THE ADDRESS ON MY ORDER?

We are unable to change your address once your order has shipped. Please contact our customer service at hello@thecozieshop.com to see if your order is eligible for an address change. Please include your order number and desired shipping address in your email.

CAN YOU CANCEL MY ORDER?

We are unable to cancel orders once they have shipped. All clothing/apparel are not eligible for cancellation. Please contact our customer service at hello@thecozieshop.com with your order number to see if your order is eligible for a cancellation.

DO YOU OFFER WHOLESALE?

Yes! We would love to work with you and your store. Please visit our Wholesale page for more information or email us at wholesale@thecozieshop.com.

DO YOU MAKE CUSTOM ORDERS FOR EVENTS?

Yes! We would love to assist with your upcoming event! We currently accept custom orders for our candles. Custom orders start at 48 candles and include a design fee. Please email us at wholesale@thecozieshop.com with your ideas to get your customer order started!

SHIPPING

HOW LONG DOES SHIPPING TAKE?

We ship via UPS Ground, USPS Standard, and USPS Priority. UPS Ground and UPS Standard packages arrive 3-7 business days from date of shipment. USPS Priority Mail packages arrive 2-3 business days from date of shipment.

WHAT DO I DO IF MY PACKAGE SAYS "DELIVERED", BUT I HAVEN'T RECEIVED IT?

Please check your order receipt to confirm the correct shipping address. If the shipping address is correct, check with your neighbors. In some circumstances, your order is still on the truck and on its way to you. If it’s been a few days and your package still hasn’t arrived, contact our customer service at hello@thecozieshop.com to let us know.

RETURNS & EXCHANGES

 MY ITEM ARRIVED DAMAGED, CAN I GET A REPLACEMENT?

The Cozie Shop is not responsible for items damaged during transit. If your candle arrives damaged, please email our customer service at hello@thecozieshop.com within 3 days of delivery. Please reference your order number and include clear photos of damaged item. If accepted, we will send a replacement (US only).

For international orders, please email our customer service at hello@thecozieshop.com. If accepted, we will issue a refund for damaged candles.

CAN I RETURN MY ORDER?

Made-to-print clothing items are not eligible for returns or exchanges. Candles eligible for a return must not have been burned. All shipping costs, including initial shipping and return shipping, are at the expense of the customer.

Once a return is received by our team, it will be evaluated and determined if it is eligible for a refund. Returns are refunded to the original payment account.

Please contact our customer service at hello@thecozieshop.com to determine if your order is eligible for a return and to get the proper return address.

 

 

DON'T SEE YOUR QUESTION? CONTACT US HERE.

 

 

PLEASE READ OUR STORE POLICIES CAREFULLY BEFORE PLACING YOUR ORDER.