This is my first time online. How do I order something?
We try to make online ordering as quick and clear as possible, but don't hesitate to call us at (877) 977-0956 if you have any questions while ordering. You may also want to read our ordering instructions.
How do I add or delete items from my completed order?
At Royal Essence Candles, we want you to be completely satisfied with your order. If you would like to make a change to your order after placing it, please email us at: custserv@recandles.com or call (877) 977-0956 from 8 a.m. to 5 p.m. Central Time, and we will make changes to your order if it has not already been shipped.
I saw something at one of your craft shows, but I cannot find it online. Am I doing something wrong?
Most merchandise that is available in our shows are available online. In order to determine if an item is available, enter the product name or description in the search field and click search. If we have the item online, it will be displayed.
Can I cancel a backordered item?
You can cancel a backorder by calling (877) 977-0956, if the order has not yet been shipped.
Why is my order empty?
Your browser could be configured to refuse "cookies." This site uses cookies to "remember" items added to your order as you shop. Cookies also save you from having to enter all of your billing and shipping information every time you order. In your preferences, you can change your browser option to accept cookies. Or, call (877) 977-0956 to place an order by phone.
How do I cancel my completed order?
If for some reason you need to change or cancel your order after you submit it, please e-mail us at: custserv@recandles.com or call (877) 977-0956 from 8 a.m. to 5 p.m. Central Time.
How come my order history in My Essence does not show items returned?
Your online order history only reflects items ordered. It does not account for returns and changes made after you submit the order. Thus, there may be a difference between your online order history and your final credit card statement.
Do you charge sales tax?
By law, we must charge sales tax on shipments to any state where we have a retail store. Sales tax will be calculated automatically for online orders.
Shipping
What is your policy regarding shipping?
All orders will be shipped within 48 hours of ordering via standard UPS ground. They should arrive within 5 to 7 business days of shipment. For an additional charge, we will be happy to ship using any one of the priority services through FedEx or UPS. Shipping and handling will be calculated automatically for online orders, and appear when you check out.
Security
Is online ordering secure?
Yes! We employ technology called SSL (Secure Socket Layer) to ensure the highest level of security for your online transactions. All sensitive information (credit cards, phone numbers, addresses, etc.) is encrypted for transfer to our server. It won't be able to be intercepted and decrypted because the key resides only on our server.
Privacy
What is my personal information used for?
Any information such as your address book and shopping lists are completely confidential. You will not be added to the Recandles mailing list unless you place an order or request to be added to the mailing list.
Returns
What is your return policy?
All of our products can be returned by following the shipping instructions on the Return Policy page.
My Essence
What is My Essence?
My Essence is a section that allows you to access additional features of the Web site. You can register for access when you purchase an item, or click on My Essence to register. As a member, you can save time by storing order information and keeping an address book of frequent recipients, use our gift reminder service, keep a wish list, check your online order history, and receive special sale information.
Can I update information that I have already entered into My Essence?
To update any membership information, click on My Essence and then indicate which feature you would like to update.
I've forgotten my password to My Essence. What do I do?
Enter My Essence and click on "Forget your password?" Enter your e-mail address and we will provide the reminder you submitted.
Web site
Which browser do you recommend?
For optimal performance, we recommend that you use either Netscape Navigator 4.0 or Microsoft Internet Explorer 4.0 or above.
Who do I contact if I'm having problems with your Web site?
Please let us know what kinds of problems you are having. E-mail us with your Web site question or comment and provide us with a complete description.
If the Web site crashes, what happens to my order?
If the Web site crashes while you are still placing items in your basket, those items should still be in your basket when you return to the site if you are a registered user or your browser accepts cookies. If the Web site crashes when you are authorizing an order, you should return to the site and submit it again. We check for duplicate orders. If we have questions about whether or not your order is duplicated we will contact you by phone or e-mail. If your order has been completed successfully, you will receive a confirmation of your order via e-mail.
Does Recandles use "Cookies"?
Cookies are required to place an order at RECandles.com, but we only store enough information to process your order. If you decide to register with My Essence, we will try to make your shopping experience more customized by storing additional information. For instructions on turning on your cookies, please click here.
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