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Customer Care


Your first burn is the most important.
The first time you burn your candle, be sure to burn it for about 2-3 hours to create a full "edge to edge" melt pool. This will maximize fragrance throw and ensure even burning when lighting it.


Trim your candle’s wick.
Trimming the wick of your candle is very important. The longer the wick, the faster your candle will burn. Using a nail clipper, always make sure to trim your wick to 1/4 inch before each burn.


Reuse your candleholder.
Once you’ve burned your candle, clean it out and reuse it. Reuse your vessel as a cocktail glass, vase, makeup brush holder & so much more.

SHIPPING
Shipping is free for all orders over $75 within the 48 contiguous states. Once you have placed your order, you can cancel/modify your order as long as it hasn’t left our studio. Once your order has been shipped, via USPS, you will receive a shipment confirmation email with a tracking number. Typically, standard shipping delivers within 3-5 business days.

Once shipped, an order's tracking information is outside of our control, and as much as we'd like to be there, final delivery is out of our hands. We cannot replace missing or stolen packages at this time.


EXPEDITED SHIPPING
We are not currently able to offer expedited shipping but hope to soon!


PO/P.O. BOXES
We do not ship to PO Box/P.O. Box addresses. Any order with a P.O. Box will be cancelled without warning. Please consider an alternate shipping destination when checking out.

RETURNS & EXCHANGES
At Balenroma, all of our products are inspected thoroughly prior to shipping. Due to the nature of our products, we do not accept returns or issue refunds. However, we will replace products damaged during transit if photographic proof of damage is submitted to our Customer Care team at hello@balenroma.com within 7 days of delivery. Refunds issued due to products damaged in transit will be issued for the full purchase price sans shipping and handling fees.

Gift cards, third party products or items purchased on sale cannot be returned.

GIFTS
We love gifts! Each of our candles and Twopikal Trio Set can be sent as gifts. Once you've made your selection*, you'll have the option to write a personal message that will be handwritten on a Balenroma notecard and mailed to the recipient.

*Each candle will be individually wrapped and placed in separate reusable velvet bags.

CUSTOMER CARE
Need help with your order or have a question? Contact our team at hello@balenroma.com, we'll be happy to assist you.


WHOLESALE & BULK
Interested in becoming a wholesale partner? or Looking for corporate gifts, wedding favors or event giveaways? Visit our Wholesale page for more information.


MARKETING & PRESS
For all marketing and press related inquiries, please Contact Us.
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