Shipping & returns

Last updated · August 2026

01Processing time

Every order takes 1–2 business days to process. Nothing sits on a shelf waiting — candles are poured in small batches, so your order is made, cured, labelled, and packed before it leaves.

Business days are Monday to Friday, excluding public holidays. An order placed on a Friday evening starts processing on Monday. Large or custom orders can take longer, and we'll email you with a date if yours does.

02Delivery time & rates

Once your parcel is handed to the carrier, standard delivery takes 3–5 business days. Added to processing, that puts most orders at your door in 4–7 business days total.

• Free standard shipping on orders over $100
• $9.99 flat rate on orders under $100

Delivery windows are estimates provided by the carrier, not guarantees. Once a parcel is in their hands, transit time is outside our control — though we'll always help you chase one that's running late.

03Where we ship

We ship within the United States only. That covers all 50 states, including Alaska and Hawaii. We are not currently able to ship internationally, and we can't ship to freight forwarders acting on behalf of an overseas buyer.

If you're outside the US and want Jess Flame candles, email [email protected] — we'll let you know when international shipping opens up, and we can point you to any stockists near you.

04Tracking & delays

You'll get a tracking number by email as soon as the shipping label is created — usually at the end of the processing window. Check your spam folder before writing to us, as shipping notifications often land there.

If tracking hasn't updated in 5 business days, or the carrier marks a parcel delivered and you don't have it, contact us. We'll open a trace with the carrier and, if the parcel can't be found, replace the order at our cost. Risk of loss passes to you once the parcel is delivered to your address.

05Returns

Unburned candles in their original packaging can be returned within 30 days of delivery for a full refund of the product price. Email [email protected] with your order number to start one and we'll send a return label. Return shipping is $6, deducted from your refund, unless the return is our mistake.

Refunds go back to the original payment method within 5 business days of the return arriving. Original shipping charges aren't refunded on a change-of-mind return.

Once a candle has been lit we can't take it back for resale. That said, a candle that burns badly is a defect, not a return — tunnelling that won't recover, a drowned or self-extinguishing wick, or a cracked jar gets replaced regardless of how much wax is left. Try the fixes in the candle care guide first; if they don't work, write to us.

06Damaged, melted or wrong items

Send a photo within 7 days of delivery and we'll ship a replacement the same week. You don't need to return a broken item — please don't mail us broken glass.

Wax softens in a hot delivery truck. Between June and September we ship to warm states early in the week so nothing sits in a depot over a weekend, and we'll pack with insulation free of charge if you ask at checkout. A candle that arrives with a soft or uneven surface from heat is unaffected in scent and burn — one burn levels the top out. A genuinely melted candle gets replaced.

07Changes & cancellations

Orders can be changed or cancelled free of charge any time before they ship — realistically, within the first business day. Email or call the studio and we'll catch it if we can.

Once tracking has been generated the order is on its way and can't be recalled, but you're still covered by the 30-day return policy above.