FREQUENTLY ASKED QUESTIONS

You have questions, we have answers. If you can’t find what you’re looking for in our FAQ section below, use our online submission form.

FAQs

How To Store Your Candle Properly


The candle wax and fragrance oils we use in our candles are sensitive to both temperature and light, so please be careful when storing candles for an extended period of time. If you store your candle, be sure it is in a cool, dry place away from direct sunlight or intense light. Keeping it in a dark place like a cupboard or box will protect it from fading and discoloration. Since our candles can be sensitive to extreme cold and heat, it’s best to store them between 50ºF and 85ºF. Be sure not to leave our candles in your car for an extended period of time (particularly on hot days) as they may melt or discolor. Extreme cold may cause cracking and separation. After long exposure to cold temperatures, allow the candle to return to room temperature for at least 2 hours before burning it.




Safety + Burning Tips


At The Black Butterfly, we want you to experience the maximum enjoyment and pleasure from our candles. We take great pride in making them using only the finest quality ingredients and materials. However, it's very important that you burn candles responsibly to ensure their safe use. Please follow these guidelines to keep your candles a bright and beautiful part of your life. Remove all packaging before lighting. Place on a protected, heat-resistant, dry surface, away from anything that can catch fire, and out of reach of children and pets. Use holders designed for the particular candle style. Keep wick(s) trimmed to the length stated on your candle’s bottom label. If smoking occurs, check for drafts or high traffic areas, which may cause flame to flicker and smoke. Also, be sure that the wick is trimmed to the length stated on your candle’s bottom label. If it is longer, then extinguish, trim the wick, and relight. Keep the wax pool free of wick trimmings, matches, or any combustible material. Keep the wick centered. Avoid burning candles in drafts. Never leave burning candles unattended. Keep them within sight at all times. Keep all matches and lighters out of the reach of children. Teach everyone in the family the rules of safe candle use.




Shipping Address Mistake


So that we can get your order to you as soon as possible, our system is designed to have orders enter the production process quickly. Because of this, orders can't be cancelled once they have passed the 30-minute cancellation period. The cancellation period is helpful if you've just placed the order and realized, for example, that you've made a mistake in the shipping address. Be sure to double-check addresses to prevent errors and delivery delays. If you've made a mistake in the shipping address, here are your options: If the order is still within the 30-minute cancellation period You can cancel the order from your Order History page or using the link in the confirmation email. You can then correct the address and place the order again. If the order has shipped but the error is minor and the address can be resolved The shipping carrier may, at their discretion, try to deliver if they can still recognize the address. ("Minor" address errors include errors such as an incorrect zip code or wrong apartment number.) If the order has shipped but the carrier can't resolve the address and is unable to deliver If the carrier is unable to deliver the package and it gets returned to us, our Customer Care team will try to contact you to arrange resending the package. If the order has shipped via UPS UPS may be able to assist with an address change or alternate delivery option. An additional charge may apply. Please contact our Customer Care team for further assistance.
If you are unsure which of these applies to you, please contact us and we will be happy to assist you.




Animal Testing Statement


The Black Butterfly Brands does not test on animals and is against unnecessary, repeated or senseless animal testing. We are committed to partnering with organizations to find safe and effective testing alternatives to establish product and consumer safety.




Authorization Hold


We will not charge your credit card until your item(s) have shipped. However, you may see an authorization hold from us when you place your order.
If your order does not get processed or is canceled, the authorization hold will disappear in five to seven days.




Billing Information


For your security, your billing name, address, and phone number must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.




Cancelling or Modifying Orders


We begin processing your order as soon as it's placed so that we can get it to you as quickly as possible. Because of this, we cannot cancel orders 1 hour or more after they've been placed.




Credit Card/Debit Card Authorization


At the time you purchase, we preauthorize your order amount. This may result in a temporary hold on these funds in your account. For debit cards, these funds may remain in your account but be temporarily unavailable to use. For credit cards, you won't be charged but the amount may be temporarily deducted from your available line of credit. This authorization will be removed within 48 hours of your items being shipped. We'll only charge you when your order ships. If your order is sent in multiple shipments, you may see multiple, smaller amounts charged to your account. Your bank controls the timing of authorizations and payments from your account. For details, check with your bank.




Not Received After Delivery


The Black Butterfly is not responsible for reimbursement if the package was successfully delivered to the correct house.




Restocking Fee Policy


All refused items are subject to a 15% restocking fee.





Contact

500 Terry Francois Street
San Francisco, CA 94158
info@mysite.com

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