Frequently Asked Questions
CONTACT US
Q: How do I contact AM LUXE?
We would love to hear from you. Email us at hello@amluxecandles.com and we will respond as soon as possible.
CANDLE CARE
Q: How do I prevent my candle from tunneling?
Candles have “memory” meaning the wax will only melt as far as it did the first time you burned the candle. We suggest burning your candle until the entire top surface of your candle becomes liquid. This may take 2 to 4 hours during the first burn.
Q: Do I have to trim my wick?
Not keeping your wick short enough can cause the flame to be too high and/or begin to smoke. Once your candle has cooled, trim your wick to 1/8” to 3/16” each time you burn it. You will notice a small amount of ash at the top of your wooden wick once burned. This should be cut with wick trimmers or broken off with your fingers.
PRODUCT
Q: I want a Collection/Color/Fragrance that is not on the website or is out of stock. What are my options?
You are welcome to email us at hello@amluxecandles.com if you want a collection, color and/or fragrance combination that is not available on the website. We will be happy to check the schedule and let you know what we have coming in.
Q: Why does AM LUXE use wooden wicks instead of cotton wicks?
The simple answer is that we like them better! While burning, wooden wicks create a fabulous ambiance with their crackling sound. Wooden wicks have very little to no carbon build-up, do not mushroom, and do not have the level of sooting that cotton wicks can have. Our wicks are made in the USA from Forest Stewardship Council certified wood.
Q: Are your candle fragrances safe?
Our luxury fragrances are a combination of fragrance oils and essential oils formulated for use in candles. Our complete line is phthalate free and paraben free.
Q: Do you offer gift certificates?
You can purchase a gift certificate in various denominations directly from amluxecandles.com. It will be sent right to your inbox. Please contact us at hello@amluxecandles.com if you require an amount not shown on the website.
TAX
Q: Will I be charged tax?
All Texas orders will be charged tax.
SHIPPING
Q: When will I receive my order?
Most orders are processed within 4 business days, not including holidays. Processing times may take longer during peak seasons. General transit can take 1 to 6 business days. However, transit times depend on the shipping option selected during checkout. Please refer to our Shipping page for further details.
Q: Is it safe to ship my candle in the hot summer months?
In the summer months we will hold your order until the temperatures have lowered to a safe shipping temperature (typically September or October). This is for your benefit and the integrity of your candles upon arrival. High temperatures will cause a candle to melt – especially after sitting in a hot delivery truck or on a hot porch.
Q: It’s summer, but I need my candle now.
If you need your candle now (we get it!), please select overnight shipping and we will include an ice pack to help keep your candle cool. We recommend shipping to a location where someone will be able to immediately accept the delivery. If you are in the DFW area, feel free to contact us at hello@amluxecandles.com and we may be able to arrange another type of delivery to avoid the heat.
Q: Does AM LUXE ship internationally?
At this time, we only ship within the United States.
RETURNS
Q: What is the return policy?
AM LUXE does not accept returns. However, we will replace an item that is defective or damaged. Please inspect your order upon arrival and contact us immediately should you require a replacement. To be eligible for a replacement product:
1. You must contact us within seven days of receiving your shipment.
2. Please email us at hello@amluxecandles.com and included your order number and a clear photo of the damaged item along with the box, label and packing.