Frequently Asked Questions
Hey! You can check the most frequently asked questions here, if you still need help then please contact us at firstname.lastname@example.org.
Yes! Our products are made created from ingredients that are cruelty-free and does not contain any animal products or byproducts.
Our candles are hand poured in small batches with 100% soy wax made completely without paraben. Our candles are formulated to follow the industry standards and are non-toxic, which means no phthalates, parabens, formaldehydes or endocrine-disrupting ingredients (amongst others).
We also use 100% pure cotton wicks that are designed to promote a clean burn and limit mushrooming while burning.
Our fragrances are formulated with a high-end blend of natural and synthetic components for a product that performs. They are made without phthalates, parabens, or formaldehydes.
Each 4 oz travel tin is designed to perform and burn for 20-30 hours.
Each full-size, single wick 9 oz candle is designed to perform and burn for 40-60 hours.
Each triple wicked 16 oz candle is designed to perform and
For the initial burn, let the candle burn for a minimum of 2 hours or until a full melt pool is created. While the candle is burning, keep it out of the reach of childern and pets. Keep your candles away from drafts and keep your wick trimmed to 1/4 inch prior to burning. Lastly, store your candles in a cool environment, room temperature or below.
Store your room sprays in a cool environment, room temperature and below. Keep them out of the reach of children and shake before using to make sure fragrance oil is fully incorporated into liquid.
You should reuse your bottles! Clean the bottle with dish soap and add your favorite body spray or use it as a mister for your plant!
You should reuse your vessel! Use it to store cotton balls in your bathroom, as a planter, or any other creative thing you can think of! All of our full size vessels are 100% glass. To clean your glass, you will need to remove the last little bit of wax by putting it in the freezer and popping the wax out once fully hardened. Wipe it clean to fully remove the wax.
Travel tins are perfect for reusing on trips. Clean the wax out and add lotion, medicines, or jewlery to make the items conviently accessible while traveling.
At checkout, we’ll take your payment information and place a temporary “hold” on your card during the trial period which may show up as “pending” or “processing” on your bank statement. At this point, you have not been charged anything!
Once your trial product arrives (delivered to the address provided), you'll have 7 days to try the samples inside!
If you don’t love 1 or more of your scents or candles during this period, simply submit a free return by emailing email@example.com.
Once your return request is submitted and approved, we’ll email you a prepaid return label and have you ship the full-size, unopened bottles or untouched candles back to us. We’ll only charge you for the full size fragrances or candles you keep or void the payment if you choose to return all of the fragrances you ordered.
In order for a fragrance return to be accepted, the full-size bottle(s) must be unopened, sealed, and shipped back in the original kit packaging. If your bottles are damaged or the sleeve is broken, we cannot accept the return and you will be charged.
In order for a candle return to be accepted, the full size candle(s) must be in good-as-new condition, which means it has not been lit or burnt, the wax has not been touched or adultered, the poly cover is in as-new condition, and the lid is not damaged. Additionally, the candles should be shipped back in the original kit packaging for a safe delivery. If your candles are damaged or the wick has been used, we cannot accept the return and you will be charged.
All of our full size fragrances are valid for the at-home trial program as long as you select that option when adding to cart.
For our candles, the at-home trial applies to our full size candles only.
Travel size products are excluded from the at-home trial program.
The trial lasts 7 days, and it begins the day your product(s) is delivered.
Similar to a hotel or rental car company, we place an authorization on your card to reserve the funds so that we can charge you for what you keep. This will appear as a 'pending charge' on your statement. This is just an authorization and not an actual charge!
You will only be charged for the full size products you keep after your trial has ended. Your total balance will be adjusted to take into account any products you return.
At the point of purchase, you will be charged for the total of the “Buy” products and an authorization will be placed on your card for the total of the “Try” products.
The pending authorization for the amount of the at-home trial product will remain on your statement until your trial and returns period is complete. Once your trial period is finished, we will charge you for the full size products you decide to keep.
If you do not submit a return within the 7-day trial period, we will charge your card for the full amount within 5 days of your trial ending.
If you submit a return during your trial period, we will wait to remove the hold on your card and only charge you for the full-size products you keep after your return has been reviewed and processed. This can take up to 2 weeks after your trial ends.
Returns will only be accepted if received in a good-as-new and sealed condition.
Every five days we reauthorize your card to confirm you have the ability to pay for your products. If your card fails to reauthorize, you will be charged for the full amount of your order. Reauthorizations can fail when there are insufficient funds in the account or when a credit card is being closed.
If you wish to make a return, you will still receive a full refund once we've received your products.
For at-home trial orders, discounts can only be applied to single fragrance trials. The fragrance and candle bundles are excluded from discount code promotions.
Packing your return is easy! For fragrance, simply ship the full-size, unopened and sealed fragrances back in the kit they arrived in. For candles, simply ship back the full-size, unlit and unused candle back in the kit they arrived in. The samples are yours to keep (for both fragrance and candles).
If your Snif mailer is in good shape, please reuse it to ship back your kit. If it is damaged or torn, feel free to use a standard cardboard box. If you do use your own outer shipping box, we ask that you use a protective filler to make sure that your kit is returned safely and undamaged.
Once your order has been placed and processed, you will receive a confirmation order shortly after that includes an order tracking link.
If you created an account during checkout, you can log into your BFF Account to see your order status and history in real time!
Due to our fulfillment and ordering process, we can’t promise that updates or cancellations can be made to your order, but we will do everything we can to try! If you need to update any information or wish to cancel your order, email us at firstname.lastname@example.org as soon as possible.
We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover. Non-trial orders can be placed with Apple Pay and PayPal Express checkout.
We also have installment options availble with AfterPay and ShopPay!
Shipping addresses can be modified as long as the order has not been completely processed. If you need to change your shipping address, reach out to us at email@example.com for assistance.
We ship anywhere in the Continental US, Hawaii, and Alaska.
Currently, we do not ship internationally, including Canada, but we are working hard to expand our shipping capability!
Absolutely! Your 7-day trial starts the day your package is delivered.
Orders typically take 7-10 business days to proces and for our team to ship out to you!
If using USPS as the shipping option, orders can take an addition 2-5 business days to arrive. After placing an order, you'll receive a confirmation email with your order details. You'll receive a subsequent shipping confirmation with tracking info once we ship.
For our fragrance products, we accept returns on all full-size fragrances that are in their original seal and packaging, unused, and are in “good as new” condition.
For our candle products, we accept returns on all full-size candles that are in their original condition, have their lid, have their wax cover, and have not been burnt or had the wax adultered. They should be returned in “good as new” condition.
We request that all returns, whether for our at-home trial or for normal purchases, are submitted within 7 days after delivery and receipt.
Additionally, we request that all fragrances or candles are shipped back in their original Snif packaging to ensure proper safety during transit.
If an item is returned back to us in any other condition than “good as new,” we will unfortunately not be able to accept the return and you will be responsible for the full cost of the product.
We do not accept exchanges at this time.
We can only process refunds for both at-home trials and normal purchases once we have received the product back at our warehouse and inspected the quality of the return.
We will process all refunds within 7 days of the return being delivered and received at our warehouse.
We reserve the right to reject any product that is returned to us and that we find in an unusable condition. If we reject your return, it will be sent back to you at your expense and a refund will not be issued.
In order to place a return, email support@bestfriendfragrances. In the email, include your order number (starting with BFF), the items you wish to return, and include pictures of the condition of the items for return.
Once your return is processed, you'll receive step-by-step instructions and a prepaid shipping label in the portal and via email.
When you submit a return and it is approved, you will receive an email with your return shipping label attached.
Depending on the items in your return, you may receive a shipping label with USPS or UPS. For USPS returns, these can be picked up by your local postal service. For UPS returns, we request that you drop this off at a UPS store or UPS Access Point.