Khush Candle Co
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FAQ

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Frequently Asked Questions

Khush Candle Product

  • Where can I find your products?
  • I would like to receive some samples
  • How long do the candles last?
  • How do I care for my candle?
  • My candle does not burn straight.
  • The scent of my candle is not strong enough
  • Where is Khush candle manufactured?
  • Why have some products been discontinued?
  • What types of wax do you use to make your candles?
  • I broke the glass of my product. How can I buy a replacement glass?

Ordering and Payment

  • I would like to receive a promotional code
  • Can I safely use my credit card on your website?
  • Can I request a gift-wrap for my order?
  • Which credit cards do you accept?
  • I haven’t received a confirmation email
  • How can I receive my invoice?
  • Can I use more than one payment method for a single order?
  • What can I do if the product I want is sold out?

Shipping and Delivery

  • Which countries do you deliver to?
  • What are the delivery times?
  • I still haven’t received my products
  • I placed my order 3/4/5 days ago and I still haven’t received anything

Returns

  • What is your return policy?
  • Can I return online purchases to a Khush Candles retailer?
  • My merchandise was damaged when I received it; can I receive a refund?
  • I have not found an answer to my question here

Khush Candle Product

Where can I find your products?

Please visit our website KHUSH CANDLE Co.® https://khushcandle.com/

I would like to receive some samples.

Not offering samples at this moment

How long do the candle last?

The burn time depends on the size of your candles :

The Petite geste collection (10.9 oz) : 25 to 30 hours
The hammered collection Classic Candle (25 oz) : 70 to 80 hours
The hammered collection Great Candle (50 oz) : 145 to 165 hours
The Alabaster hue collection Classic Candle (12 oz) : 45 to 55 hours
The Alabaster hue collection Great Candle (16 oz) : 55 to 65 hours
The Cloche collection Classic Candle (35 oz) : 90 to 100 hours
The Cloche collection Great Candle (250 oz) : 300 and more hours
These burn times may vary depending on the conditions of use.

The scent of my candle is not strong enough

Please use your candle following the instructions that comes with each candle. You can also find these instructions on our website here.

In order to ensure that the scent of a candle can best express itself, the entire surface of the candle must be melted.

We carry out thorough and systematic quality control checks to guarantee the quality of all of our products. Despite these precautions, should one of our products not bring you full satisfaction, please send us the following information via our contact form in order for us to provide an appropriate answer to your request:

  • your order number,
  • your product authentication number, which can be found underneath each vessel or on authentication card.
  • pictures of your product.

Where Khush Candle manufactured?

Khush candles are all manufactured in our factory in United States

Why some products been discontinued?

The production of certain products may be interrupted when demand for the products in question significantly decreases. If one of your favorite products has been discontinued, we remain at your service to advise you concerning all our products so you may eventually find satisfaction.

What type of wax do you use to make candles?

We use blend of ORGANIC, vegetable and bees wax. Our candles are Non-toxic, non-GMO, 100% paraffin, paraben, phthalates free. HALAL, KOSAR and ECO- FRIENDLY.

I broke the glass for my product can i buy a replacement one?

Please contact us via our contact form. https://khushcandle.com/account/login?error=login_required

Ordering and Payment

I would like to receive a promotional code

Eventual promotional offers are announced through our newsletters. If you haven’t received a promotional code from us, that means that there is no ongoing offer. Promotional offers are not granted on demand.

Can i safely use my credit cards on your site?

A secure payment system has been implemented on the Khush Candle online store.

Can i request a gift-wrap for my order?

Each candle comes in exquisite gift wrapping, making it perfect for any occasion.

Which credit card do you accept?

We accept Visa, Master, Debt, American express cards, And Smart pay(Apple pay, Klarna etc.)

How can i receive my invoice?

At any time you may consult and download your invoice by logging into your user account, in the “My account” – “My orders” section.

Then click on “see the order” followed by “print the invoice”.

If you encounter any difficulties, we invite you to send us your request via our contact form. We will answer within 24 to 48 hours.

Can i use more then one payment method for a single order?

Only payment with one credit card per order is authorized.

What can i do if the product i want is sold out?

We make every effort to maintain a sufficient stock of items on our website, but it is still possible for items to be sold out. Do not hesitate to contact us to find out when your favorite products will be available again.

I haven't received my order confirmation email?

If your order has been taken into account, you will receive a confirmation email with your order number. It may happen that your confirmation email is automatically filed in your ‘Spam’ folder.

Shipping and Delivery

Which countries do you deliver to?

we deliver Worldwide.

What are the delivery time?

Delivery times may vary; within the United State, the Standard timeframe is 5 to 7 business days.

I still haven't received my product?

Thank you for your order!

You can track the status of your delivery using the tracking number provided in your order confirmation. Simply enter it on the website of the carrier you selected at checkout.

If you have any trouble finding the information you need, please don’t hesitate to reach out to us via contact us.

I placed the order 5 days ago and still haven't received the order?

We guarantee a delivery time of seven working days from the order confirmation. If you encounter any difficulties, we invite you to send us your request via our contact form. We will answer within 24 to 48 hours.

Returns

What is the return policy?

We will gladly accept returns/exchanges/reimbursements on any items that are in their original, unused, or unburned condition along with all packaging within 5 days of receiving your items.

** Please contact us first to get approval for any return / replacement **
KHUSH CANDLE CO does not cover the return shipping costs or services. https://khushcandle.com/pages/return-policy

Customer service

Need Help?
If you encounter any difficulties, please don’t hesitate to send us your request via Contact us. Our team will get back to you within 24 to 48 hours.

Limitation of liability

Khush Candles cannot be held responsible if the contract is not executed correctly due to a case of absolute necessity, the Client’s fault, or from an unpredictable and insuperable event resulting from a third party to the contract.

Non-conformity and hidden defects

Each of our candles is carefully hand-poured, which means that slight imperfections may occur. These minor variations are completely normal and are part of what makes each candle unique.

We take pride in offering high-quality, organic candles. To ensure excellence, we carry out thorough and systematic quality control checks on all of our products.

Cases in which guaranty does not apply

All products must be returned unused, unopened, undamaged, and in their original packaging.

Khush Candles will not reimburse or exchange any products that:

  • Do not match the original order, or
  • Were not purchased through the Khush Candles Website.

If a customer returns products that do not correspond to their order or were not purchased from our online store, Khush Candles is not obligated to process the return or follow the standard return procedure.

My merchandise was broken when i received it. Can i get the shipping refunded?

When your order arrives, please inspect carton for damage that may have occurred during shipment. It is normal for shipping carton to show some wears, however, if substantial damage occurred to the item (s) in your shipment, please do not accept the package. Once the package has been returned to us and we have verified the damage, we will organize for a replacement to be sent to you.

Others

I have not found the answers to my question here

We will be happy to answer all your questions via our contact form.

You can also contact us via our online chat, Monday to Friday (excluding public holidays).

We will answer you within 24 to 72 hours. https://khushcandle.com/account/login?error=login_required

How do i care for my candles?

Please use your candle following instructions that comes with each candle. You can also find these instructions on our website here.

Candle Care Guidelines

1. To enjoy optimal performance and prevent tunneling, allow the candle to burn until the entire top layer has fully melted.

2. If burning multiple candles at once, place them at least 12 inches (30 cm) apart to ensure safe, use and proper airflow.

3. Never leave a burning candle unattended. Avoid placing candles in drafty areas, and keep them away from children, pets, and flammable objects like curtains.

4. f the wick shifts off-center, carefully reposition it while the wax is still liquid.

5. Let the wax fully harden before lighting the candle again.

6. If you notice black smoke, trim the wick slightly—always keep it clean and no longer than 5mm.

7. Use a heat-resistant surface (like a ceramic or wooden tray) under your candle to protect your furniture.

8. For Classic-sized candles, stop burning when about 0.5 inches (1.2 cm) of wax remains to help prevent glass breakage.

9. Your candle is equipped with a wick dipper for safe extinguishing.

10. Store your candle in a cool, dry place—ideally between 60°F and 80°F (15°C to 27°C).

11. We recommend lighting your candle for the first time within two months of receiving it, to maintain quality and scent integrity.

My candle doesn't burn straight

Please use your candle following instructions that comes with each candle. You can also find these instructions on our website here. If your wick is off-center, extinguish the flame, pinch the non-incandescent wick between your finger and pull it towards the center. This operation must be carried out delicately and whilst the surface of wax is still melted. Repeat this operation between each burn session until your wick is centered once again.

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