Why do we use wood wicks?

1. Wooden wicks stand nice and tall throughout the burning process, so you’ll never have the trouble of fishing around for your wick in the melted wax.
2. They also burn more slowly and evenly, with a wider, lower flame and excellent scent throw.
3. Wood wicks don’t “mushroom.”
4. They provide minimal carbon, soot, and debris build up.
5. Wooden wicks are more sustainable than cotton wicks, as thousands of wicks can be found in a single tree. 

BUT MOST OF ALL we LOVE the sound of that glorious crackling.

When lit, they provide an enchanting crackling sound reminiscent of a fireplace. The crackling is very low and constant, allowing the candle to engage not only your olfactory and visual senses, but also your aural, reiterating Wood & Willow’s objective to ensuring each product gives or enriches an experience.

How long do these candles last?

If care instructions are followed & your new candle is properly burned, you could get 7-9 hours of burn time per ounce of soy wax. Please refer to our candle Candle Care section for tips on how to prolong the life of your new luxury candle by 25%.

Do you accept returns or exchanges?

Due to the custom nature of the item, we do not accept returns, exchanges, or requests for alterations after delivery. We ask that you communicate any specific requests through personalization section during the order process and before placing the order. We only know about a preference or request if you specify it in your message. We will always do our best to accommodate your requests! Remember, you are always welcome to send us an inspiration photo of what you have in mind or a photo of the space your candle will be in so we can do our best to ensure your new candle is a seamless mesh with your decor! info@woodandwillowcandleco.com

Do you send photos before you ship items?

Due to the high volume of orders that we create and ship every day we are unable to guarantee photos or create mock-ups before production and shipment on every single order. However, we will often times reach out for approval on a design prior to the final placement. We do ask that you keep an eye on your email while your candle is being created in case we reach out for design feedback.
We sometimes share sneak peeks of customer items on our Instagram @ https://www.instagram.com/woodandwillow.candleco/

Do you offer refunds under any circumstances?

There are no refunds since every item is custom. If an item breaks in shipment we have insured its value up to $100 and you can submit the claim to USPS online to have that insurance amount sent to you as a check in the mail. If you would like more than $100 of insurance please let us know at the time of purchase. Note that when submitting an insurance claim **You MUST have photos of the item and the box/packaging and you must retain the box/packaging to take to the post office if proof of damage is required. Shipping insurance MAY also require that the customer take the damaged item to a waste yard for disposal and obtain proof of disposal. **Note that any damage must be reported to our shop within 48 hours of the package arriving.

Do you offer rush production?

All orders will be processed in our standard 1-3 business days. If you need it SOONER you can purchase upgraded USPS Priority Mail Shipping at Checkout and your items will be processed within 1 business day. Depending on the time the order was placed, the item may not be accepted by the shipping carrier until the next business day.

What if my package is delayed/lost in transit or stolen?

Wood & Willow Candle Co. LLC. is not liable for packages that are delayed in transit, lost by the shipping carrier, or stolen-- all circumstances which are beyond our control. Once we hand your item over to the shipping carrier it is their responsibility to deliver the item-- please contact the shipping carrier directly regarding delays or lost packages. If you suspect mail theft you can obtain the GPS coordinates of the last scan point from the shipping carrier and file a mail theft report with your local police department.

If a sale starts after I place my order will you refund the difference?

The price paid is the price of the item at the time of your order. For example, if the item is in a 10% off sale a week after you order we do not go back and refund all previous customers that 10% off amount.

What if my item is returned to the sender/seller after it's shipped?

If a customer's order is returned to the sender/seller for ANY reason the customer is responsible for paying for re-shipment.