FAQ

General Information and FAQ’s

Candle Information:

SAFE and OPTIMAL Candle Burn Practices:

Candles are miniature fires so please adhere to these basic practices to achieve both, a safe and optimal burn.

  • Never leave a burning candle unattended, burn within sight at all times.
  • Keep out of reach of children and pets.
  • Never burn your candle near anything that might catch fire.
  • Do not use the candle dust cover to extinguish the flame, the dust cover is provided for use once the candle has cooled completely and returned to solid wax.
  • Center and trim the wicks to ¼ inch prior to lighting. You can use a wick trimmer, nail clippers or scissors. Always wait for the wax to cool completely and return to a solid state before attempting to trim the wicks.
  • Burn your candle 4 hours with each lightning, this will allow a full wax pool extending to the sides and prevent tunneling. This step is particularly important for the first burn, as the initial burn conditions your candle for subsequent burns.
  • Carefully extinguish the flame as hot wax can splatter.
  • Burn candle in a draft-free area.
  • Extinguish a flame that is burning too high, make sure the wicks has been properly trimmed and, if needed, move your candle to a space absent of any drafts.
  • Stop burning your candle when ½ inch of wax remains. See “About DUET” for suggestions of how to repurpose our elegant candle vessels.

Duet Candle Ingredients

DUET candles are ethically made without parabens, phthalates, sulfates and are cruelty-free. Our refined fragrances meld beautifully with our soy-coconut wax blend creating an indulgently fragrant environment. The soy in our wax is sustainably harvested in the USA. We use all-natural, 100% cotton wicks for a clean burn.

Duet Glass Vessels

Our elegant glass vessels are made in the USA and we hope you will repurpose them.

What is the benevolent flame?

Our candles are proudly hand poured in the USA thanks to our mutually beneficial partnership with the IDDeal Foundation. The IDDeal Foundation is a non-profit that creates the IDDeal life for people with intellectual and developmental disabilities (I/DD) through work, live and play. Our candle manufacturing relationship benefits people with I/DD by creating workplace opportunities. Additionally, DUET makes a donation directly to the IDDeal Foundation of $2.00 for every candle purchased.

Orders:

I have questions about my order, who should I contact?

For questions on your order status contact support@duetcandles.com

I'm interested in placing a large order, are there bulk order discounts?

What a lucky group of people, for orders of 10 or more candles, please contact us at support@duetcandles.com.

What forms of payment does DUET accept?

DUET accepts all major credit cards as well as Express Payment Options such as Paypal, Google Pay, Apple Pay, Venmo, and many more.

Shipping:

DUET orders are processed and shipped within 2-3 business days, cutoff is 1pm EST. We ship Monday-Friday, orders are not processed on weekends or major holidays. We ship to the contiguous 48 states using UPS Ground, USPS or FedEx Ground. Please understand that once we release a shipment to the carrier, delays are out of our control. We are not responsible for lost or stolen packages for which delivery confirmation is provided by the carrier. We are not responsible for incorrect shipping addresses and the cost associated with address amendment.
We are proud of the quality of our product and we careful inspect all items prior to shipment. In the unlikely event your package arrives damaged, our carriers require photo documentation for reimbursement and quality control. Please take supporting photos and email to support@duetcandles.com within 3 days of delivery. We will consult with the carrier, and as applicable, ship a replacement of the original item.

****Summer Shipping****

June 15-September 15, please note that during the hotter summer months, we only ship orders on Mondays and Tuesdays to EST zones.

We only ship on Mondays to all other time zones.

 

Returns & Exchanges:

We love our products and think you will also, however, we do accept returns or one time exchanges within 10 days of the delivery date of product that is unlit, in original condition inclusive of all original packaging items. Return shipping is the responsibility of the customer. Returns will incur a $9 restocking fee/candle that will be deducted from the original purchase price.

To initiate a return or exchange, please contact support@duetcandles.com with an email detailing your Order #, Reason for Return/Exchange and we will provide the appropriate return and shipping information.

 

Personalized Gift Messaging Options:

DUET offers a personalized message card that is enclosed within the candle box. There are 2 options for personalization:

  • Option #1- provide your personal message when making your candle selection by completing the box labeled ‘Gift Message’ and we will print your message on this card and enclose it in the candle box. This is the first thing the recipient will see when opening the box!
  • Option #2- if you do not choose option #1, we will leave this card blank. Once you decide who the lucky recipient will be, follow these 3 easy steps:
  1. DO NOT remove the ribbon from the box slits, instead untie and loosen the ribbon just enough to allow room to open the side flaps revealing the personalized message card which will be the first piece you see when you open the box. Remove this card.
  2. Personalize this card with your hand-written message.
  3. Replace the message card, close the box and re-tie the ribbon into a simple, loose knot.

Note: this pretty card can just be left blank, even blank it enhances the DUET unwrapping experience.