Frequently Asked Questions
PRODUCT INFORMATION:
What kind of wax do you use?
We use a 100% natural soy wax called "Titan". It does not contain any paraffin. However, we do add Coconut oil to our wax to help with smoothing. If you have a Coconut allergy, please do not use our candles.
If you would like to purchase a candle from us but have a Coconut allergy, please reach out to me directly at cjames.candles@gmail.com for a special-order candle that does NOT contain coconut.
What Wicks do you use?
We use a Hemp/Beeswax wick that we self tab, and braid to allow for better candle performance. Our candles are not vegan due to the Beeswax.
What Fragrance oils do you use?
We use Fragrance oils that are clean, and phthalate free. They are high quality fragrance oils + pure essential oils, and have been tested for top performance:
- Cruelty-free
- Non-toxic
- Vegan**
- Carcinogen-free
- Phthalate-free
- Mutagen-free
- Skin safe
** The Fragrance oils used are vegan; while we love the natural benefits of beeswax wicks, they do make our candles non-vegan."
What Jars do you use?
We have 3 different types of jars that we use. The 2.5 oz sample candle votives are a ribbed glass without a lid. The 7oz jars are ribbed glass as well but come with a pine lid. The 12 oz jars are made from ceramic, and do not come with a lid, but they do come with a dust cover that needs to be removed before burning.
SHIPPING:
When should I expect my order?
We have about a 1–2 day processing time. We try to pack and ship out orders as quickly as possible. Once processed, your order will be shipped and should arrive within 3-5 business days.
What Mail carriers do you use?
We currently ship all orders through UPS.
I added the incorrect shipping address, HELP!
If this happens, please contact us ASAP at cjames.candles@gmail.com, so that we are able to correct it before shipping the package out!
Do you ship internationally?
We do not currently ship internationally, we only ship within the United States.
RETURNS & REPLACEMENTS:
Do you accept returns?
We do not accept returns; however, we do allow refunds or a replacement in the event your candle is damaged or defective. If this is the case, please reach out to cjames.candles@gmail.com for us to help!
Package delivered to the wrong address? Package stolen?
In the unfortunate event that your package was delivered to the incorrect address, or your package was stolen, you will have to reach out directly to the carrier UPS to file a claim for a refund, as this is not the responsibility of 'Coulter James'. We sincerely hope this does not happen.
What happens if my order arrives broken/damaged?
We definitely do not want this to happen! but if it does, please send us a photo of the following:
-a photo of the shipping label on the box
-a photo of the box and contents in its entirety
-a photo of the damaged item up close
Please send the above photos to cjames.candles@gmail.com
Once received, we will review the information and quickly send you a replacement!
Where are we located?
We are located in Spring Hill, TN.
For all other inquiries, please use the contact form below to reach out to us. We will get back to you as soon as possible. Thank you so much for being here!