From fragrance details to shipping, you’ll find your luxury scented candle questions answered below.
If your question isn’t answered, please reach out by filling out the contact page.
How do I burn your luxury scented candles safely?
*Never leave a burning candle unattended or if you feel you’re dozing off.
*Always keep lit candles within sight!
*Never burn a candle on or near anything that might catch fire, such as: bedding, paper, books, drapes, etc.
*Keep lit candles away from drafts: open windows, air conditioners, vents, fans, etc.
*Keep candles out of the reach of children and pets.
*If the flame becomes too high or flickers repeatedly, extinguish it, then trim the wick.
*Before re-lighting, check for drafts.
*For the candle’s “first burn,” remember to burn until the wax melts to the vessel’s edge, or no more than 4 hours.
*This ensures “wax memory” and can help prevent candle tunneling.
*Before each use, always trim the wick to ⅛ inch height for a steady, ash-free flame.
*For safety, never burn to the bottom of the vessel.
*When ½ inch of wax remains, it’s time to swap your candle for a new one.
*Re-use our beautiful vessels to store beauty products, pens, hair ties, planters, and more!
What are your luxury scented candles made out of?
Viviana hand pours each luxury candle, in small batches. We only source from U.S., reputable vendors, using a 100% natural soy wax, made from U.S. grown soybeans. Soy burns cooler and longer than paraffin. As a renewable resource, it is superior for the environment. Our candles maintain its natural, beautiful color. Our wicks are lead-free and are made of braided cotton.
Are your fragrances clean?
Our fragrances are a combination of essential oils and fragrance oils. All of our fragrances are phthalate-free and adhere to Research Institute for Fragrance Materials (RIFM) and International Fragrance Association (IFRA) standards for safety and purity.
What is the fragrance load?
Each candle boasts a 10% fragrance load.
How can I buy someone a gift from Viviana Luxury?
Gift a dose of encanto that our luxury candles emanate! To get started, please fill out the contact page.
I would like to place a large gift order. How do I do this?
We can help! To get started, please fill out the contact page.
How can I update my order?
If you would like to cancel or change your order, please fill out contact page, as soon as possible.
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.
What forms of payment do you accept?
We accept Paypal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit cards or debit cards.
How long does shipping take?
Viviana Luxury Candles currently ships using FedEx Ground, UPS Ground, or USPS. Our express delivery option is a 2-day service. Once your order is on its way, you will receive an email confirmation along with tracking.
Do you offer international shipping?
Currently, we ship to the 50 U.S. states, plus Puerto Rico.
How much is shipping?
Shipping charges for your order will be calculated and displayed at checkout.
We understand there may be occasions where you wish to return an item(s). We offer a 14 day return policy. You can return your purchase, in its original condition, within 14 days of the date you received it and receive a refund. The refund does not include the shipping charged for sending the item(s) to you, or return shipping costs. Exclusions may apply as noted in the product description. Return authorization must be obtained. Please fill out the contact page with your order number and reason for returning. We will send you a return authorization with shipping instructions. Please note that we do not offer free returns at this time. Please allow up to 10 business days to process your return. Merchandise may not be used. All packaging and inserts must be in tact. All returns are subject to inspection. Upon inspection, items that appear used or worn are not eligible for a refund. To ensure your authorized return makes it to us, we recommend shipping it with tracking (and insurance). If we do not received the authorized return, we will not be able to issue a refund on your item(s). We reserve the right to reject any returns/exchanges that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and a refund will not be granted. Any return questions? Please fill out the contact page.
Damages and issues
Candles should be stored in a cool dry place. To avoid damage, shipping boxes shouldn't be left unopened for longer than a few days. Please contact us immediately if you believe the item is defective, is damaged, or if you received the wrong item, so that we can evaluate and make the issue right. Please fill out the contact page with your order number, a photo of your damaged product, and an explanation of the issue. If available, your product will be replaced immediately. If your product is out of stock, we will refund your purchase.
Unfortunately we are not able to offer free exchanges at this time.