Question 1

How to take care of the candle?

Accepted Answer

Keep lit candle on heat-resistant surface in sight at all times! Never leave a burning candle unattended. Never burn a candle near anything that might catch fire, like papers, furniture, beddings, books, etc. Keep candles out of reach of children and pets. Extinguish a candle if the flame becomes too high or flickers repeatedly. Before re-lighting, let the candle cool completely, trim the wick and check for drafts. Wait until the flame extinguishes completely and clear of smoke before covering with the lid.

Question 2

How to lit candle properly?

Accepted Answer

Prior to burning the candle, trim the wick at least ¼ inch. It prevents uneven burning. Make sure to create a large melt pool for the first light, it will prevent from tunneling. We recommend burning candles for 2-3 hours each time you light the candle. This will help the candle to burn evenly. Prior to each burn, make sure to trim the wick to prevent any debris. Use candle snuffer to extinguish candle if available, to prevent hot wax from splattering.

Question 3

Are the candles clean?

Accepted Answer

We use 100% Soy wax. All of our fragrances are naturally paraben and phthalate-free, and we follow strict international safety standards and rigorous testing set by IFRA. We are Cruelty-free.

Question 4

How strong are the scents?

Accepted Answer

We spent a lot of time experimenting and tweaking our formulation in order to get the strength just right. Overall, we prefer fragrance notes that are more subtle in character and avoid scents that may overpower. While our candles does help to eliminate odors, it’s not specially made to be a room deodorizer.   Feel like we went too strong or too weak? We’d love to hear your feedback and offer free returns and exchanges! Let us know at hello@lovebyollie.com

Question 5

How can I prevent candle wick from smoking?

Accepted Answer

Snip your wick! Wicks are happiest when at a very short (⅛ inch) height. After your first burn, use a pair of scissors to trim the wick to the right length, ensuring a steady, ash-free flame.

Question 6

How to edit my order?

Accepted Answer

Please email us at lovebyollie@gmail.com as soon as possible if you would like to cancel or make changes to your order. We’ll do our best to process your request.

Question 7

How do I check the status of my order?

Accepted Answer

You can view order status on the account page.

Question 8

What is the best way to place a larger order? (Wedding, Bridal/baby shower, etc)"

Accepted Answer

Contact us at hello@lovebyollie.com and we will work out something from there.

Question 9

Do you offer wholesale discount?

Accepted Answer

Yes, we do! Please contact us at hello@lovebyollie.com

Question 10

What are scent samplers?

Accepted Answer

Scent samplers give you an opportunity to smell some of our signature scents before purchase! After they can be used for freshening up your drawers, closets, and small space at home!

Question 11

Can I return scent samplers?

Accepted Answer

All scent samplers are final sale.

Question 12

When will my credit card/account be charged?

Accepted Answer

Your form of payment will be charged as soon as your order is accepted and being processed.

Question 13

What form of payment do you accept?

Accepted Answer

We accept Paypal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit cards or Visa/Master Debits. We are working on accepting Weixin/Zhifubao in the near future.

Question 14

Where do you ship?

Accepted Answer

Ollie & Co. currently ships to all states in the US. However, you may experience longer delivery times when shipping to Hawaii, Guam, Alaska, and Puerto Rico. We also ship to Canada.

Question 15

What are the shipping options?

Accepted Answer

Shipping is $5.99. Orders generally arrive in 5-7 business days. If you need an order expedited, we have an expedited shipping option at checkout! Please note that shipping times vary due to the current situation!

Question 16

When will my order ship?

Accepted Answer

Due to COVID please allow 3-5 days for orders to process, we apologize for this delay. We are doing everything we can to reduce the order processing time. As soon as it ships out you’ll receive a shipment notification email with the tracking number.

Question 17

Can I change my shipping address?

Accepted Answer

If your order is shipping to an incorrect address, please email lovebyollie@gmail.com AS SOON AS POSSIBLE.

Question 18

What is the return policy?

Accepted Answer

All returns must be processed within 30 days of receiving the order and in its original packaging. Please email lovebyollie@gmail.com with your order number to initiate a return or exchange.

Question 19

How long does it take to process a return?

Accepted Answer

Please allow 5-7 business days for your refund to process after we receive your return.

Question 20

If I don’t like the scent?

Accepted Answer

If the scent is not what you expected or you do not enjoy the scent for any reason, please email us at lovebyollie@gmail.com and we will process a refund or exchange. We want you to be happy and satisfied with your purchase with us!