FAQs
Frequently Asked Questions:
Q: Do you accept walk-ins or is a reservation required?
A: Walk-ins are welcome as capacity allows. To reserve your space, book online: Pour Your Own Candle Reservation – Heirloom
Q: When can I pick up my custom-poured candle?
A: Your custom candle will be ready to pick up as soon as the next business day!
Flexible Hold Policy: We’re happy to hold your candle for up to 60 days, you’ll receive a courtesy email reminder.
Shipping Available: Prefer it delivered? We can ship your candle to you for an additional fee.
Q: Are children allowed to make a candle?
A: Yes. Little candle makers ages 6 and up can join the fun as long as they have a helpful grown-up by their side. (The wax is very hot, so make sure they have an older buddy adventure to keep it safe and fun!) Additionally, our scented pearl wax candles are a great, fun alternative for little candle makers to the hot wax involved in our standard offering.
Q: Is there space to host private parties?
A: Yes! We have a party room that can comfortably hold up to 20 people at a time for celebrations and corporate events. Please inquire about availability through our Contact Us page, or email heirloomcandlebar@gmail.com
Q: Can I bring in food and drinks to Heirloom Candle Bar?
A: Feel free to bring your favorite non-alcoholic drinks (like coffee or smoothies) — or enjoy a beverage from our in-store selection! We kindly ask that you leave food at home unless you've booked a private party with us in advance.
Q: What makes your candles clean compared to other candles?
A: Unlike paraffin, a petroleum byproduct that can release harmful chemicals, our candles are made with all-natural soy wax for a cleaner, cozier burn you can feel good about. Plus, all of our fragrances are free from phthalates.
Q: What are phthalates?
A: *Phthalates are chemical additives sometimes used to make fragrances last longer, but they can be linked to health concerns and sensitivities. Our fragrances are phthalate-free, giving you luxurious, long-lasting clean scents. Enjoy peace of mind (and nose!) knowing your candle is as clean as it is beautiful.
Q: What is your return policy?
A: We want you to love every purchase, whether it’s a ready-made candle, a wholesale order, or something you created at our Candle Bar.
Because each shopping experience is different, we’ve outlined our policy for each below.
Candle Bar Experience
(Applies to candles made in-store during events or individual sessions)
All "Pour Your Own Candle" custom candles are final sale and non-refundable, as each is uniquely created by you.
Additionally, we offer monthly workshops in additional to our standard daily "Pour Your Own Candle" experience. These workshop bookings are non-refundable, but you may reschedule with at least 48 hours’ notice.
Retail products:
Returns accepted within 30 days of purchase for unused, undamaged items in original packaging.,
To start a return, email heirloomcandlebar@gmail.com with your order number or receipt.
Customers are responsible for return shipping costs unless the product was defective or we made an error.
Refunds will be issued to the original payment method within 5–7 business days of processing your return.
Shipping fees are non-refundable except in cases of damaged or incorrect items.
Final Sale items (jewelry & consumables) and clearance items are not eligible for return.
Wholesale Orders:
(Applies to orders placed by retailers and business partners)
All wholesale sales are final once shipped.
Claims for damaged or defective merchandise must be submitted within 7 business days of delivery.
Please provide your business name, order number, and clear photos of any damage to hccowholesale@gmail.com
Approved claims will be resolved with replacements or a credit on your wholesale account.
We cannot accept returns for unsold inventory, seasonal products, or items ordered in error.