♥FAQ★

Shipping & Processing

♥Shipping policy

All orders are processed within 1 to 3 business days and shipped between 3 to 6 business days (excluding weekends and holidays). After receiving your order confirmation email with an order number attached. You will receive another email when your order has shipped and an email with the tracking number.

Please note that if an order is stated as “delivered” by the delivery service and you haven't received your items, email us and we can contact the shipping provider. If the delivery service has confirmed to us that your package was delivered to the correct address, then it is out of our control. The same will apply for any package stated signed for.

All the products are packaged with recyclable paper and organic packing peanuts that can be dissolved in water.

♥Domestic Shipping rates and estimates:

Shipping charges for your order will be calculated and displayed at checkout.

♥How to check the status of your order

When your order has been shipped, you will receive an email from us which will include a tracking number that you can use to check the progress of your order. Please allow 48 hours (please keep in mind the time difference) after you've received your order confirmation email for the tracking information to become available. If you haven't received your order within 3-6 working days of receiving your shipping confirmation email please email us at info@multiverseflame.com with your name and order number and we will look at the situation for you.

♥International shipping

Your order may be subjected to sales taxes which will be added to the total at checkout. Sales tax will be changed depending on the country or state in which you live.

Please note that all orders are priced in euros, your payment provider will convert your payment to your currency after paying for your order.

Returns & exchanges/refunds

Multiverse Flame has a 3-day policy on all return and refunds, meaning that you have 3 days from the date your purchase was delivered to request a returns or refunds.

Please look at our return policy and follow the instructions in how to apply for a return.

To be eligible for a return you must have a receipt or proof of purchase, the product must be unused and in its original packaging.

To start a return please email us at info@multiverseflame.com with photos and a reason for your return. If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Products sent back to us without having requested a return will not be accepted.

★Damages and defects

Please look at your order when you receive it and contact us immediately if the product is damaged or if you have received the wrong item. If any of these happen, please email us at info@multiverseflame.com with photos for proof and your order number, then you will be eligible for either a refund or we will send you a replacement/the correct product.

★Exceptions/
non-refundable items

We can not accept returns or refunds on orders with a discount code or a product on sale unless the product is damaged or it is an incorrect product.

★Refunds

Refunds are based on the following:

If the wrong product was shipped by Multiverse Flame,
If the product was damaged during shipping (photographic evidence of damage must be provided to Multiverse Flame). Please note that while we take the upmost care in our packaging and shipping, we are not responible for any leakage of a perfume during transit. That is not eligible to be classified as a damaged product.
If the order is cancelled prior to shipping,
Refunds should be credited to the customer within 21 days of the refund being issued depending on the customers payment processor.

Refunds are reviewed on an individual base by Multiverse Flame with Multiverse Flame retaining the right to deny any refund.

★Lost/missing packages

Please note that we are not responsible for handling your orders once they have been shipped. All orders are sent out to your country's postal service/courier. Please contact the postal service/courier and refer to your tracking number to learn more about your order status as we have no control over them. We are not liable for any lost or undelivered packages due to the actions of the postal services/couriers. A delivery signature may be required to accept select orders.

What you can do:

Check if your neighbors/concierge/family member accepted the package on your behalf.
Packages may be held up at your local post office/courier.
Packages may be held up at your local customs border.
Contact your local post office/courier to help you locate it or to make a claim.

If you have lost a package due to a postal/courier error, you are not entitled to a refund or a replacement.

Candle information

♥Returns

Returns are based on the following:

If the wrong product was shipped by Multiverse Flame,
If the product was damaged during shipping (photographic evidence of damage must be provided to Multiverse Flame),
Refunds should be credited to the customer with 21 days of the refund being issued depending on the customers payment processor.

If Multiverse Flame approves a return, Multiverse Flame will send a return label by email to the purchaser. The original box and packing must be used for all returns provided the original box is not damaged.

Multiverse Flame will provide a detailed description of how to do a return with the return label.

Return approvals are reviewed on an individual base by Multiverse Flame with Multiverse Flame retaining the right to deny any refund.

♥Materials

We hand-make our candles with 100% all-natural coconut wax. Coconut wax is one of the most eco-friendly types of wax to use for candles. The wax is non-toxic and it provides a cleaner burn, which means it emits no smoke or soot. Coconut wax is also vegan-friendly, soy-free, palm free, and biodegradable.
Currently, we use two different types of wicks, one is an all-fiber wick and the other wick is a flat braided wick with a special paper filament woven around them. The wick types will vary based on candle size and composition.

♥Burning instrutions

-Never leave a burning candle unattended, and place it out of reach from children and pets.

-Do not burn the candle for more than 4 hours at a time (it will make the wick unstable).
-Before relighting the candle each time, gently tap the top of the wick to knock off any soot. It will help your candle burn for longer.
-Stop burning the candle once the wax reached 1/4 of an inch from the bottom of the container. If you burn the candle too low it may cause damage to the container or the surface it's on. (I know there are some tricks online to remove the leftover wax from the container if you want to keep the wax for something else, but please do your research beforehand so you can remove the wax as safely as possible.)
-It is important to allow the melt pool of the candle to reach the sides of the container each time the candle burns. If not, the wax will make a tunnel through the candle and you'll be missing out on your candle. (Please keep in mind that all the candles are handmade so the wax pool might not reach all the way to the edge on one side of the container. If that happens, then wait till the melt pool reaches most of the edges of the container then continue as normal.)

♥Frosting & wet spots

If frosting or wet spots appears on your candle, do not worry, the candle is still fine to use. It may happen due to the transportation or just simply because the candle was handmade. Frosting and wet spots will not have an effect on the scent or burn time of the candle.

Perfume information

Our perfumes are hand-made with 100% all-natural fractionated coconut oil. Fractionated coconut oil absorbs into the skin quickly, which is great for dry skin, helping the skin feel smooth and hydrated. Fractionated coconut oil is vegan, non-toxic, environmentally sustainable and biodegradable. The fragrance oil is skin-friendly as well with only 10 drops of fragrance oil per perfume bottle.