FAQs

Products

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Do you use paraffin in your candles?

No, our candles are made with a natural blend of coconut and soy wax completely free from paraffin. 

What kind of wicks do you use?

We use 100% cotton fiber wicks which provides an even, steady burn in each of our candles. Cotton wicks are easy to light and relight but you want to make sure to trim your wick to ¼” above the wax before each light.

When do I trim my wick? 

Trim your wick before each light to ¼” above the wax. This is to ensure a clean, even burn. 

How do I remove wax from my vessel? 

There are several ways that you can remove any excess wax from the vessel. Since our vessels are made with thick textured glass we recommend this method:

  • Make sure the wax has cooled and the vessel is at room temperature before starting the process.
  • Take a small bowl of water heated to 140°F and pour the water into the vessel filling it halfway.
  • Wait a few minutes to allow the wax time to soften
  • Remove the wax and dispose of it in the trash.
  • Wash and dry the inside of the vessel

Additionally:

  • Do not fill with freezing water below 32°F
  • Dishwasher Safe, but Hand-Wash is recommended
  • Colored vessels may fade with time and after multiple washes

How can I repurpose my vessel?

Our candle vessels were made to be repurposed into your home and the options are endless. Once you’ve removed the remaining wax you can transform your vessel into a vase for beautiful flowers, on a desk to hold pens/pencils, makeup brush holder, another candle and much more.

Ordering

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Can I change or cancel my order?

Please email us immediately at support@audenlueur.com. Please note: we cannot guarantee order modifications, address changes, or cancellations once an order has been placed.

Can I change my shipping address after I've placed an order?

Please email us immediately at support@audenlueur.com. Please note: we cannot guarantee order modifications, address changes, or cancellations once an order has been placed.

Billing

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When will my credit card be charged?

Your credit card will be charged as soon as the order has been processed. That is to say, expect a charge within 3 to 5 business days.

Can I change my billing address after I've placed an order?

Unfortunately, we cannot change your billing address after the order has been processed. Rest assured, your order will still arrive at your door.

What forms of payment do you accept?

We accept Visa, American Express, Mastercard, JCB Discover, Diners Club, Apple Pay, Shop Pay, and Google Pay.

Shipping & Returns

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Where does Auden Lueur ship to?

We currently ship within the United States and Canada. International shipping is coming soon!

When will my order ship?

We process orders Monday to Friday, excluding holidays, with process and handling taking 3-5 business days. Shipping within the 48 contiguous states typically takes 3-5 business days. For Alaska and Hawaii, shipping may take 8-10 business days. International orders are typically delivered within 8 -14 business days once the order has been fulfilled.

How much is shipping?

We provide free shipping for orders within the US over $125. For other US orders, there's an $12 shipping fee. For Canadian orders, Duties and Taxes are calculated in the cart and paid during checkout. Rates depend on destination zip code, weight, and duties & taxes. All orders are DDP, meaning customers pay duties and taxes upfront when placing the order.

Do I have to pay for duties and taxes?

To create a better delivery experience for you, we ship all international orders Delivered Duty Paid (DDP). By shipping DDP, duties, and taxes are collected directly at checkout so that your package is not stopped and held by customs.

*Please note that duties and taxes assessed by customs vary by country and product.

How can I track my package?

Once your order has been fulfilled, you will receive an email from us with your tracking information. Tracking notifications will be sent when the order is processed, not shipped. Please allow 48 hours for tracking to go live upon receipt of tracking. Please note that Alaska, Hawaii, and Canada may take longer.

My package seems to have stopped moving.

For shipments within the United States, please email us at support@audenlueur.com for further assistance. 

For international orders, if your order seems to be stopped, it is most likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status. At any time, if you have a shipping-related question, you can reach out via your tracking page (‘Need Help’ button) or via email at help@passportshipping.com.

What do I do if I received the wrong item?

If you received the wrong item, please email us at support @audenlueur.com so we can help.

Help, my order is missing/lost?!

ShipInsure is a premium package protection provider for Auden Lueur. When you add ShipInsure to your order, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, the ShipInsure team will review it, and they will get back to you within 24 hours. If you have purchased ShipInsure Protection you will receive a confirmation email from them. You can also proceed to file a claim here or email us at support@audenlueur.com.

Refund/replacement requests for damaged orders must be made within 14 days of the delivery date. Requests after this point will be denied.

If your package is not protected with ShipInsure, Auden Lueur is unable to accept any liability for damage to your order.

How do I file a claim with ShipInsure if my order is lost, stolen or damaged?

If ShipInsure covers your order you should receive an email from us post-purchase. The email will contain your ShipInsure ID# (starting with SI). Simply go to our claims website here and provide your Email, ShipInsure ID#, Claim reason, and your Preferred resolution. The ShipInsure team will review your claim and get back to you within 24 hours.

What is your return policy?

Auden Lueur accepts returns that are within the US on regularly priced items within 14 days of receiving your order. Candles must be unopened and unused to be eligible for return. Please note that a $12 fee for shipping and handling will be deducted from your refund amount. If you'd like to process a return, please CLICK HERE.