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FAQ

Our FAQ page answers some common questions we’ve heard from you. Please, if there’s anything we haven’t answered here, you’re welcome to e-mail us at Info@FairlightFragrance.com, and we’ll be happy to answer. We’re always happy to hear from you!

Order Information
1. When will my order ship?
2. When will my backorder ship?
3. What is my tracking number?
4. Do you ship outside the United States?

Payment Information
1. What forms of payment do you accept?
2. Do you allow Cashier’s Checks or Money Orders?
3. Do you charge sales tax on any items?
4. Is it safe to use my credit card on your site?
5. Is it safe to use my debit card online?
6. What may cause my order to be delayed?

Cancellations and Returns
1. How do I cancel my order?
2. I want to return my purchase. What do I do?
3. How long does it take for me to get a replacement / refund?

Product Information
1. What is the safest way to burn Fairlight candles?
2. Why can’t I find the fragrance I’m looking for?
3. Is it possible to get samples of Fairlight products?
4. Where can I buy Fairlight products?
5. What are your candles made of?
6. Are your products gluten free?
7. Are the wicks lead-free?
8. Does Fairlight test on animals?
9. Does Fairlight offer Gift Wrapping?
10. How can I tell you about my idea for a new fragrance or product?

Questions:
Order Information

1. When will my order ship?
Most orders are processed within 2-3 business days after the order is placed. Occasionally, due to high order volume or backorders, orders may be delayed.
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2. When will my backorder ship?
Within the first business day of receiving your order, if we are out of stock of any items on your order, you will be notified by Fairlight of the backordered products' approximate ship date.
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3. What is my tracking number?
If you’ve received an email confirming your order has been shipped, you can track it online through your Fairlight Fragrance Account:
 
Don’t have a Fairlight Fragrance Account? You can track your order using the link provided in your shipping confirmation email.
 
If you do not receive a shipping confirmation with tracking number, please check your junk mail folder and email/call Customer Service at CustomerService@FairlightFragrance.com or 1-888-298-2722 M-F 8:00am – 5:00pm PST.
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4. Do you ship outside the United States?
At this time, Fairlight only ships to the United States (including Hawaii, Alaska and Puerto Rico) and to Canada.
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Payment Information

1. What forms of payment do you accept?
Fairlight currently accepts Visa, MasterCard, Discover, American Express, Bill Me Later, and PayPal for all orders.
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2. Do you accept Cashier’s Checks or Money Orders?
No. At this time Fairlight does not accept Cashier's Checks or Money Orders.
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3. Do you charge sales tax on any items?
Fairlight is required by law to collect sales tax on orders shipped within California. If we ship to you in California, appropriate charges will be added to your merchandise total and displayed on your final order confirmation.
 
Important Sales Tax Information
We do not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to file these returns may be found at the websites of your respective taxing authorities.
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4. Is it safe to use my credit card on your site?
Yes, we use SSL (Secure Socket Layer) encryption to ensure that the information is safe from anyone trying to intercept it. For more security information, please visit our Privacy Policy.
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5. Is it safe to use my debit card online?
Yes, And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
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6. What may cause my order to be delayed?
If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.
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Cancellations and Returns

1. How do I cancel my order?
To cancel your order, please contact Customer Service at 1-888-298-2722 Monday-Friday 8:00am – 5:00pm PST or email us at CustomerService@FairlightFragrance.com before 11 a.m. on the business day following the day your order was placed. Assuming your order has not yet shipped, we will cancel the order for you. Due to our desire to promptly ship our customer orders, we cannot guarantee we can cancel the shipment. If you would like to cancel an order after it has shipped, please refer to our Return Policy below.
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2. I want to return my purchase. What do I do?
Due to the nature of our products, all sales are final. We will replace items damaged in shipping. Please reference the Shipping and Returns Policy
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3. How long does it take for me to get a replacement / refund?
Please note that we are unable to offer refunds or replacements on any opened or used products. We will process your return as quickly as possible and will notify you by e-mail once your refund or replacement has been processed. Please allow a maximum of 7 working days for your refund or replacement to be processed.
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Product Information

1. What is the safest way to burn Fairlight candles?
Always keep a burning candle within sight. Keep away from children and pets. Keep away from things that can catch fire. Failure to follow instructions can result in personal injury and/or property damage. Remove all packaging material before lighting. To prevent fire, never leave burning candle unattended. Caution: Do not burn for more than 4 hours at a time. Trim wick to 1/4 inch (0.6 cm) before lighting. Do not allow wick trimmings or foreign matter to accumulate in candle. Burn in open area away from drafts. Always leave at least 8 inches (20.3 cm) between burning candles. Container may be hot when candle is burning. Use caution when placing on cold surfaces. Do not burn candle below 1/4 inch (0.6 cm) of remaining wax. Extinguish and allow container to cool before touching or moving.
 
For additional information please reference our product warning labels or the National Candle Association website. http://www.candles.org/safety_rules.html
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2. Why can’t I find the fragrance I’m looking for?
Unfortunately, Fairlight does occasionally retire fragrances to make room for exciting new collections. If you are looking for a specific fragrance or product - try typing the fragrance name or description into the Search Bar. If the fragrance you are looking for does not appear, it is possible that your favorite fragrance or item has been discontinued and is no longer available.
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3. Is it possible to get samples of Fairlight products?
We do not offer free samples but may occasionally run special promotions that include a gift with purchase.
 
We suggest starting by reading the product descriptions on the product. You may also navigate to our Facebook page to ask people what their favorites are.
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4. Where can I buy Fairlight products?
Fairlight products are currently sold only online
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5. What are your candles made of?
Our candles are made of a soy wax/paraffin wax blend.
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6. Are your products gluten free?
Yes, Fairlights products are gluten free.
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7. Are the wicks lead-free?
All of the candles Fairlight manufactures are made with lead-free wicks. Lead wick cores have been banned in the U.S. for several years by the Consumer Product Safety Commission, due to concerns about lead poisoning.
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8. Does Fairlight test on animals?
No Fairlight product has been tested on animals.
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9. Does Fairlight offer Gift Wrapping?
Yes! Virtually everything on our website can be gift-wrapped for $6.95 per order. The Gift Wrap option appears at Checkout.
 
If you'd like, we'll include a personalized note in your package at no additional charge. Simply flag the Gift Note option at Checkout and enter your message. Be sure to click on the "Save Note" button before proceeding with the checkout process.
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10. How can I tell you about my idea for a new fragrance or product?
We would love to hear from you! Please feel free to email your ideas to Info@FairlightFragrance.com.
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