FREQUENTLY ASKED QUESTIONS

Our candles are made of 100% food grade paraffin wax.

You can light and savor these candles, as the non-toxic paint will burn along with the wax. Just like with any other candles, please ensure you light them in a well-ventilated area and adhere to standard candle safety precautions. such as never leaving them unattended trimming the wick avoiding drafty locations using an appropriate candle holders refraining from placing them on or near heated surfaces and keeping them out of reach of children and pets.

Each taper candle has an estimated burn time between 6-7 hours.

We use a non-toxic, water based paint for all of our designs.

Please allow at least 3 weeks for pre-orders to be shipped. Depending on the style, these candles can take days at a time to paint. Please be patient with us. If you need an order for a specific date, please contact us immediately and we will do our best to accommodate, if possible.

If you would like to change your order, please contact our customer service team as soon as possible, and we will see what we can do to accommodate the adjustment. Please note that this may change delivery times and/or costs depending on the change. For cancellations, please contact our teams within 24 hours of initial purchase. Please note that we strive to process and ship orders as quickly as possible, so if you need to make a change or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request, but we cannot guarantee that we'll be able to change or cancel your order once it has been processed. We cannot change or cancel orders that have already been shipped.

Visit our custom candle portal here to start by selecting your favorite designs!

All of our candles are painted by a single artisan. Please be patient when awaiting a custom order, as we do our best to produce our candles in a quick and timely manner. Please see the following lead times for candle quantities: 12 candles: ~3 weeks 24 candles: 3-4 weeks 36 candles: 4 weeks 48 candles: 5-6 weeks 60 candles: ~6 weeks If you need your candles by a certain date, please let us know as soon as possible and we will do all we can to accommodate your lead times.

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As long as your order has not shipped, you can change your delivery address by contacting our Customer Service team.

Final Sale: All sales at Freshwater Flame are considered final unless the received items are damaged during shipping. We do not accept returns or offer refunds for any other reason, including but not limited to change of mind, dislike of the product, or incorrect product selection. We encourage you to make your purchasing decisions carefully, taking into consideration your preferences and needs.

Damaged Items: In the event that your order arrives with damaged items due to shipping, we will promptly address the issue to ensure your satisfaction. To initiate a return for damaged items, please follow these steps: Contact our Customer Support Team within seven (7) days of receiving the damaged items. You can reach them via email at [Your Contact Email]. Provide clear photographs of the damaged items, along with your order number and a description of the damage. Our Customer Support Team will assess your request and, if approved, provide you with instructions on how to return the damaged items. Once we receive the damaged items and verify the damage, we will offer you the option of a replacement (if available) or a refund for the damaged items. Please note that shipping costs are non-refundable.

Refund Process: Refunds for damaged items will be processed using the same payment method used for the original purchase. Please allow up to 10 business days for the refund to appear in your account, as processing times may vary depending on your financial institution.