Frequently Asked Questions

What kind of wax do you use?

Our standard wax is a custom soy blend. Check product pages for any deviation from this standard. 

Do your wicks contain lead?

We use cotton wicks with paper filament. They do not contain lead, or any other metals.

Shipping & Returns
How long will it take to receive my order?

Processing typically takes 2 to 3 business days. For the most up-to-date processing time, check the cart/checkout page. 

Packages shipped using USPS Priority often spend 1-3 days in transit after shipment. UPS Ground can take up to a week. While we do our best to accommodate time-sensitive shipments, we cannot guarantee delivery on or by a certain day.

Larger orders may take a bit longer to assemble and ship.

We ship regular postal orders every weekday, Mon-Fri. UPS orders ship less frequently, and tracking may not update for a day or two after your shipping notification. If you want your shipment to go out as soon as possible, we recommend USPS Priority.

Do you ship to my country?

Due to pandemic related issues, we suspended international shipments—with the exception of Canada and the UK. Unfortunately, several packages shipped to foreign countries went missing. If you're unable to checkout, we are not currently shipping to your country. Check this page for any changes.

Free shipping offers are limited to U.S. orders.

Please be aware that your package may be subject to VAT or customs duties before the package is released to you. We are not responsible for these additional charges.

EDIT: We have enabled shipping to a limited number of additional countries. 

What is your returns policy?

Returns are accepted within 30 days of delivery. Notification of intent to return must be submitted by email prior to return shipping. DO NOT ship to the return address on your package.

Used and clearance items are not eligible for returns. Items must be in salable condition to receive a refund.

All shipping costs are the responsibility of the buyer.

We do not offer exchanges. 

Items damaged in transit are eligible for a refund; we do not send replacements for damaged items. To receive a refund, you must provide pictures of damaged items when you contact us so we can file a claim with the carrier.

Candles are susceptible to melting in transit when delivered to areas with extreme heat. (Looking at you, Phoenix, AZ!) Please consider ordering during cooler months or arrange to pickup your package at the post office to minimize time spent in very hot delivery vehicles. Werther & Gray ships all over the world and cannot be responsible for all weather conditions that may affect successful delivery of your candles. We don't refund orders that are damaged due to your local weather.

Shipments returned by the carrier (due to insufficient address, etc.) will be kept in storage until you contact Werther & Gray to refund or reship at your expense.

Other Services
Do you offer gift services?

By default, our packing slips do not include prices, and any message submitted in the "Add Order Note" box during checkout will be visible to the recipient. Slips will include both shipping address and billing address, so if this is an anonymous gift and you'd rather the packing slip be left out of the shipment, please let us know. 

We do not offer gift wrapping services or personalization.

Do you offer wholesale pricing?

Yes. Currently we are directing all customers to the Faire marketplace for wholesale pricing. Please click here to visit our shop on Faire.