Frequently Asked Questions
Why does my wax look funky after burning it?
Our candle wax is a blend of 100% non-GMO soy and coconut wax. After burning an all-natural soy wax blend candle, the rough, bumpy tops are caused when the hot wax in the melt pool cools and solidifies at an inconsistent rate. It does not affect the candle's performance and is expected when using an all-natural soy wax free of additives.
What are your shipping details?
We ship our orders via USPS (UPS for international orders) on Mondays - Wednesdays. Our orders typically take 2 - 3 days to be delivered once it leaves our Los Angeles studio. For more information visit shipping & returns.
Do you ship internationally?
Yes, we do ship internationally. UPS and USPS are available as shipping options for international orders. You will be able to see the total landed cost of your order at checkout. Due to customs and the logistics of international shipping, you may experience delays outside the defined shipping time.
Do you accept returns or exchanges?
Due to the nature of our products, used candles cannot be returned or refunded. For more information visit shipping & returns.
My order arrived damaged - what do I do?
We take every precaution to ensure your candle arrives as quickly and safely as possible. Sometimes, things happen in transit out of our control. We will replace or refund products damaged during shipment if photographic proof of damage is submitted to support@createdby1991.com within 24 hours of delivery.
I entered the wrong shipping address! Can I change it?
Unfortunately, we cannot update the shipping address for orders once it has shipped. If you need to change a shipping address after an order has shipped, please reach out to USPS (for US deliveries) or UPS (for international deliveries) to facilitate your request. If your order is still processing and has not been shipped yet, send an email to orders@createdby1991.com for assistance.
Do you ship to military bases?
Yes, we proudly ship to APO/FPOs.
Just a note from the USPS to help you ensure your package is addressed correctly: Ensure you include the unit and box numbers for APO/FPO/DPO shipping addresses (if assigned). Do not include city or country names in APO/FPO/DPO shipping addresses to prevent mail entering foreign mail networks.
My package was lost/stolen - what do I do?
We ship with only the most reliable carriers worldwide, including USPS and UPS. Once the package has left our studio and is in transit, we cannot be held accountable for stolen or lost packages. Please get in touch with the carrier assigned to your order and see if they have any insight on the missing order.
If they cannot assist, please email us at orders@createdby1991.com to find a resolution to the issue.
How often will you change your scents?
We're constantly testing new fragrances and will be releasing seasonal scents. If you have any suggestions, please let us know what you'd like us to make via our social networks or send us an email.
Do you offer bulk discounts for my wedding/corporate gift/event?
Yes, please get in touch with us for more information on bulk orders.
What is the life span of your candles?
We encourage burning your candles within six months to one year for optimal performance, as we do not use any preservatives.
My candle doesn't look exactly like the product photo - is my candle defective?
Each unique candle design is created, by hand, in-house. Our hand-poured candles are custom-made for every order, not mass-produced. While every effort is made to ensure consistency, every candle may be slightly different. Our candles are made in small batches with a focus on the art of the craft.
My order is a gift, can I send a note?
Of course, we love sending gifts! Please know we never include receipts in our orders. When checking out, you can leave a personalized message for the receiver, and we'll add the handwritten note to the package.
I'm a content creator, do you collaborate?
Yes, we do! Please email us at marketing@createdby1991.com to be considered for a potential collaboration.