Policies - FAQ - Contact Us
Have a question? Your answer may be listed here. If you need to contact us, please click on the link at the bottom of the page.
CANDLES AND WAX MELTS
Are your candles and wax melts eco friendly?
Yes! Our candles are made from soy wax (from beans grown in the US), natural fragrances infused with essential oils, and natural coloring. We use a paper cored wick (lead-free) and hand pour the candles into reusable or recyclable glass jars. The soy wax burns more cleanly and allows for super easy cleanup (that you don’t have with petroleum based paraffin).
What is a wax melt?
Wax melts are blocks of wax divided into cubes in a clamshell container. We make them with the exact same wax as the candles so the scents of the candles and melts are identical. Since they don’t have wicks, they’re perfect for use in places where you can’t/don’t want a flame, like a dorm, apartment, office, or around children and pets.
How big are your wax melts?
Our melts are 3 oz. blocks of wax and have a great scent life!
How do I use the wax melts?
You’ll need a wax warmer and you can find these at most home goods stores. Simply pop out a cube or two (depending on your scent strength preference) and place it in the dish. Turn on your warmer and melt away! TIP: We recommend only melting for a couple of hours to get the longest lasting scent and a single melt pack can last 65 hours or more depending on how long you melt each time!
How big are your candles?
Our candles are 8 oz. The jar measures 4 inches tall and 3 inches in diameter. Don’t let the slight size fool you: Our candles have a great burn life and the scent throw is fantastic.
Are your fragrances non-toxic?
Yes! We use natural fragrances infused with essential oils. Our fragrances are non-toxic, paraben free, and phthalate free.
What are your tips on burning the candles?
Glad you asked! Always leave the wick long (as is) for the first burn and be sure to burn long enough for the melted wax to reach the sides of the jar. This ensures a complete and even burn all the way down. Wax has a memory and will never burn properly if not allowed to burn long enough each time you burn. For every subsequent burn, always trim the wick down to ¼” and again, be sure to let the candle burn long enough.
Do you still have candles that aren’t listed anymore?
We cycle out new scents every month or so in addition to our core collection. If there’s a seasonal candle that you’re looking for and you don’t see it, just ask! There’s a good chance we have one or two of them on the shelves looking for a good home!
Do you have a list of your scents?
Yes! Each candle listing here at spireside.com contains a description that includes the prevalent scent notes. We do not include the actual scents (for proprietary reasons) but rather describe the scents to give you an idea of what you’ll smell in the candle.
What if I don’t like the scent?
Please keep in mind that these candles and melts are artistically created based on our personal interpretation of a particular inspiration. This may or may not agree with your interpretation of the original inspiration for the scents. Scents are personal and subjective and we ask that you keep that in mind when purchasing and leaving reviews.
Do you have a physical store?
We currently do not have a physical store, however we do offer a first time purchase discount, NEW10 for 10% off.
What is your turnaround time?
Our current turnaround time is 2-3 business days before your order ships, but it is often much sooner. If the turnaround time is extended (if we are away on business, etc.), we will always post that on the website.
Can I split an order?
No, we can only to ship to 1 address per order. If you’d like to ship to another address, please place an additional order.
Can I include a Gift Message?
Sure! We are happy to include a short note (around 10 words) for you, free of charge! Just leave us the message in the Notes to Seller section when you checkout and we'll take care of it. Always be sure to include your name so the recipient knows who the gift is from.
Do you Gift Wrap?
All of our products are wrapped in tissue paper and carefully placed in the box/envelope with an information insert for the recipient. We never include prices or an invoice!
REWARDS AND DISCOUNTS
Do you offer rewards/discounts for frequent buyers?
Yes! Please register for a rewards account and start earning discounts! There are all sorts of ways to earn points and they add up super fast! Since we implemented our rewards, we no longer offer set discounts on multiple candle purchases.
How do I use my rewards?
Select the rewards you’d like to redeem from the Rewards Tab on the Spireside.com website. From there, you’ll receive an email with your discount code. Be sure to copy and paste the entire box when applying your rewards at checkout (including the “Rewards” part at the beginning and the number at the end).
Can I use multiple discounts?
The system will only allow one discount at a time so if you are entering a discount code or a sale code, you will not be able to also redeem rewards. The good news is that you keep earning rewards for every sale, even those with discounts!
Do you offer Free Shipping with the Rewards or Discounts?
Yes! The free shipping applies on orders of $100+ after discounts so if you are using a discount or reward code, be sure that your total equals $100 after you’ve applied them. The free shipping should then apply automatically. If it doesn’t, contact us at email@example.com and we’ll look into it for you and refund the shipping if necessary.
Do Rewards Points expire?
Rewards points expire after 6 months.
How do I modify a subscription?
Subscription orders can be modified by logging into your account and clicking on Manage Subscription. Your subscription management page will allow you to change your next order date and modify products in your subscription. Every subscription order saves 15% and receives free shipping on orders $100.00+ Subscription orders are not eligible for cancellation once they have been processed. Due to product availability, we encourage subscribers to skip orders or change the next order date from their account if an upcoming subscription order date is not preferable.
Where can I find out more about subscriptions?
RETURNS AND EXCHANGES
Do you accept returns and exchanges?
Spireside products are all handcrafted and we strive to provide the best fragrance products possible. To maintain quality control and provide you with the best products and service possible, we are not accepting returns or exchanges. If you are unsure about what to purchase, or have any questions or concerns about your order, please reach out to us at firstname.lastname@example.org and we will be happy to assist you!
All orders ship via USPS insured, unless otherwise specified. Unfortunately, we cannot ship via UPS or FedEx so if you have issues receiving mail from USPS, please contact us before placing an order.
**Please be sure to ship to an indoor address or one where someone can receive the order and bring it inside out of the heat/sun/mailbox. Soy is notorious for softening and melting when left outside and Spireside is not responsible for candles or wax melts that melt. Please treat the candles and wax melts like you would any other perishable item (baked goods, chocolate candy, etc.) that you are having shipped and do not leave the packages outside in the heat.**
Do you ship to other countries?
Yes! We ship worldwide! We even have discounts built in for orders over $50 after discounts and orders over $100 after discounts! Please add whatever you’d like to your cart and the system will calculate the shipping for you.
Do you ship to APO addresses and PO Boxes?
Yes! We will ship anywhere that USPS will deliver!
Unfortunately, as soon as we deliver to USPS for delivery to you, it is completely out of our hands and out of our control. At this point, the most appropriate and helpful source of information is your tracking number (included in your shipping confirmation that we will send you when your order ships) and your local USPS branch office. Please contact your local USPS branch and give them the tracking number for more information.
If an order is marked as "Delivered" but you have not received it, please follow these steps: 1. Verify the shipping address is correct. 2. Check with anyone who may have picked up the package (roommate, family member, neighbor, etc.). 3. Call or take the tracking number to your local USPS branch for more information. Spireside is not responsible for packages that have been stolen or otherwise lost.
What if my order is delayed?
If your order is delayed past its ESTIMATED arrival date, please contact USPS with your tracking number as that is also out of our control.
*We do apologize, but we are not responsible for errors made by USPS.
RETURNED ORDERS/INCORRECT SHIPPING ADDRESS
Please verify that your shipping address is correct before placing your order. We cannot guarantee being able to adjust shipping addresses once orders enter our system. We are not responsible for orders that melt or are otherwise damaged due to being returned to us by USPS. If packages are returned to us intact (no damage and they can be resent), the buyer is responsible for postage to resend packages that have been returned to us for any other reason.
Can I order your candles for special events?
Yes! We love weddings, graduations, anniversaries…any time you need candles in bulk, let us know! Please send us your information to email@example.com and we’ll be sure to contact you about discussing the details!
The free shipping isn’t applying:
The free shipping (in the US) applies to orders of $100+ after discounts so if your post-discount total is over $100, it should apply automatically once you go through the checkout process. If it doesn’t, we are happy to issue a shipping refund after you order. Just send us an email at firstname.lastname@example.org with your full name and order number and we’ll take care of it for you.
What if I receive a broken candle?
Please always open your packages asap to ensure the candles all arrived safely. If they did not, please send us a photo of the breakage to email@example.com along with your full name and order number and we’re happy to send a replacement as a one-time courtesy. Please be careful discarding the glass!
My candle leaked and is oily:
Although we are not responsible for orders that melt during transit/after delivery, if your candle has leaked, we are happy to send a replacement label at our expense. Please email us at firstname.lastname@example.org to facilitate this and to receive simple cleaning instructions.
Why is my candle smoking?
The main reason a candle smokes is due to a wick that is too long/has not been trimmed. You must leave the wick long for the first burn, but thereafter, always trim the wick down to 1/8"-1/4" before each burn.
INCORRECT ORDER CLAIMS POLICY
What if my order is incorrect?
1. Your full name and email address used for the order.
2. The item(s) you believe are missing.
Don't see an answer to your question? Click here to contact us.