FAQs
We believe the details matter—including the not-so-glamorous ones like shipping timelines, return policies and proper wick trimming. Here’s everything you need to know.
Orders + Shipping
When will my order ship?
Orders are typically processed within 3-5 business days. Once your order is on its way, you’ll receive an email with tracking information.
We know waiting is hard—especially when a really good candle is involved.
How much does shipping cost?
Shipping is calculated at checkout based on the weight of your order ranging from $5.95 to a max of $13.95 .
Where do you ship?
We currently ship within the continental USA. We hope to expand our reach as we grow.
Can I change or cancel my order?
We begin preparing orders quickly, so contact us at hello@thedetailcollectiveco.com as soon as possible if a change is needed. We’ll do our best to help, but we can’t guarantee changes once an order has entered processing.
Please double-check your shipping address before submitting your order. Attention to detail matters here too as we won't reship products for putting the wrong address.
My tracking says “delivered,” but I can’t find my package. What should I do?
First, check around your property, with members of your household and with nearby neighbors. Carriers occasionally mark packages as delivered shortly before they actually arrive.
If it still hasn’t appeared after 48 hours, contact the shipping carrier and email us at thedetailcollectiveco@gmail.com
Do you offer local pickup?
We do have a local pickup option in Utah County. As we are a small business, we will coordinate pickup times with you once your order has been fulfilled and request that orders are picked up within 3 business days.
Returns + Order Issues
What is your return/ exchange policy for candles?
We want you to love the pieces you bring into your life. Unused products may be returned within 7 days of delivery.
To begin a return, hello@thedetailcollectiveco.com with your order number. Customers are responsible for return shipping unless the product arrived damaged or incorrect. A $5 restocking fee will be charged per candle. Original shipping charges are nonrefundable.
Because candles are personal-use products, burned candles cannot be returned for any reason.
What if my order arrives damaged or incorrect?
We do our best to package your order with care to ensure they arrive damage free. If for some reason, they do arrive damaged, please email hello@thedetailcollectiveco.com within 7 days of delivery with your order number and clear photos of the product damage, packaging and shipping box to initiate an exchange.
Keep the packaging until you hear from us—it may be needed to complete a shipping claim. We’ll work quickly to make things right.
Can sale items be returned?
Final-sale and clearance items cannot be returned or exchanged unless they arrive damaged or you receive the wrong product.
Do you offer exchanges?
Because inventory may be limited, we cannot always guarantee direct exchanges. Contact us at thedetailcollectiveco@gmail.com, and we’ll help you determine the best option.
We offer exchanges only if a candle arrives with a manufacturing defect or you receive the wrong product.
Examples may include:
- broken or cracked glass
- a damaged wick
- a product that arrives unusable due to manufacturing or shipping damage
- an incorrect item sent by mistake
To request an exchange due to a defect or incorrect products, please contact us within 7 days of delivery at hello@thedetailcollectiveco.com with your order number and clear photos of the issue. Once reviewed, we’ll help make it right. We reserve the right to have you return any damaged product.
Keep the packaging until you hear from us—it may be needed to complete a shipping claim. We’ll work quickly to make things right.
Product + Gifts
Are your products handmade?
Our candles are hand-poured. Small variations are part of their character—not a flaw, just proof that an actual human was paying attention to the details.
Will colors look exactly the same as they do online?
We do our best to photograph every product accurately, but colors may vary slightly depending on lighting and screen settings and the fragrance oils used in different candles.
Can I send an order as a gift?
Absolutely! Enter the recipient’s shipping address at checkout and include your gift message in the order notes. Pricing will not included in the package. If you're not sure what scent they'd like, we do offer gift cards.
Basically, you choose the best gift and we’ll help you look thoughtful.
Do you offer gift wrapping?
All of our products are nicely wrapped and securely packaged before shipping, so no need to worry about gift wrapping for you!
Can I use more than one discount code?
Only one discount code may be applied per order unless otherwise stated. Discount codes cannot be combined with other promotions or applied to previous purchases.
What happens when an item is sold out?
Some of our products are created in smaller batches, so favorites occasionally sell out. Check back often or subscribe to our emails to be the first to know when something returns.
Candle Care
What are your candles made from?
Our candles are hand-poured in the USA using a coconut-soy wax blend and thoughtfully selected fragrance oils. Each candle is created to add beauty, meaning and an awesome scent to your everyday spaces.
How strong are your candle fragrances?
Our candles are designed to create a noticeable, room-filling fragrance without overwhelming your space. Scent strength can vary depending on the fragrance, room size, airflow and how long the candle has been burning.
How long will my candle burn?
Approximate burn times are:
- 8 oz candle: up to 50 hours
- 16 oz candle: up to 80 hours
Actual burn time depends on wick maintenance, burn length and the environment in which the candle is used.
How should I burn my candle the first time?
After trimming the wick to approximately 1/4", allow the wax to melt as close to the edges of the vessel as possible during the first burn. This helps establish an even melt pool and reduces tunneling later. Try to get a full melt pool with each additional burn by letting it burn for at least 2 hours.
Never burn your candle for more than four hours at a time, and never leave it unattended or in the reach of an animal or child.
Do I really need to trim the wick?
Yes—this tiny detail makes a big difference. Trim every wick to approximately ¼ inch before each burn and remove any soot that falls onto the wax prior to lighting it.
A properly trimmed wick helps create a cleaner, steadier flame and reduces smoking, soot and that tiny mushroom-shaped bit at the top of the wick. It takes five seconds. Your candle will thank you.
Why is my candle tunneling?
Tunneling usually happens when a candle is extinguished before the wax has had enough time to melt toward the edges of the vessel.
On future burns, give the candle enough time to form a wide melt pool, while keeping each burn under four hours. Room temperature and drafts can also affect how evenly a candle burns.
Why is my candle producing soot?
A small amount of soot can occur when a wick is too long, the candle is burning in a draft or it has been burning for too long. While we worked tirelessly to avoid any sooting at all, it is a natural occurrence when burning a candle and is therefore not considered a manufacturing defect.
Extinguish the candle, allow it to cool completely and trim the wick to ¼ inch before relighting. If the flame becomes unusually large, flickers continuously or produces visible smoke, discontinue use and contact us.
Why does my candle look slightly different after burning?
Natural waxes can develop changes in color, texture or surface appearance after burning. These variations are normal and do not affect the candle’s performance.
Candles, like people, don’t always look exactly the same after they’ve been through something.
Can I reuse the candle vessel?
Yes. Once approximately ½ inch of wax remains, discontinue burning the candle. Remove the remaining wax and wick hardware, then clean the vessel thoroughly.
We think the vessels are pretty cool and hope you find a cool ways to reuse it, however do not use it for food or beverages.
What are the most important candle-safety rules?
Always:
- Trim wicks to ¼ inch before every burn.
- Place candles on a stable, heat-resistant surface.
- Keep candles away from drafts and anything flammable.
- Keep burning candles away from children and pets.
- Never leave a burning candle unattended.
- Do not burn for more than four hours at a time.
- Stop using the candle when ½ inch of wax remains.
- Never move a candle while it is burning or while the wax is hot.
The goal for the candles is to be a beautiful symbol and invitation, accidental fire is decidedly not.
Still Have a Question?
We’re here to help. Email us at hello@thedetailcollectiveco.comand we’ll get back to you within 1 business day.
Thank you for choosing to bring The Detail Collective into your life. We hope each piece helps you slow down, pay attention and make a little more room for what matters most.