Frequent Asked Questions
Please review the list of questions that we're frequently asked. If you don't find the answer you're looking for, please e-mail us for more assistance. Thank you.

Thank you for visiting our website! Welcome to our Friendly Village!
Please be sure to tell all your friends and family about Village Candle.

WE WANT YOU TO KNOW WE TRULY APPRECIATE YOUR PATRONAGE.

*SHOP ONLINE 24/7 @ WWW.VILLAGECANDLE.COM

OR An APPROVED Retailer near you.

We now have occasional Warehouse Sales on location!

You will receive email notifications of the Warehouse sales if you have signed up for our exclusive emails.

Not signed up for emails?

The listing can be found in the Village Candle in the News Section of the website:

http://www.villagecandle.com/about/news.aspx

Are you Connected via Social Media?

Follow us on Facebook: http://www.facebook.com/JarCandle#!/JarCandle

Follow us on Pinterest:

http://pinterest.com/villagecandle/

Follow us on Twitter:

https://twitter.com/VillageCandle


We are committed to your total satisfaction
and value your business.


  • Your Privacy

Village Candle® does not make any information available to third parties for marketing or information gathering purposes. We will never sell or share your personal information!

Please click here to read our privacy policy:

http://www.villagecandle.com/privacy.aspx

  • Credit Card Refund Policy

Unburned, undamaged candles purchased online only at www.villagecandle.com must be returned to the Village Candle, Internet Sales, 90 Spencer Drive, Unit #2, Wells, Me. 04090, before we are able to authorize any credit.

Prior authorization must be confirmed prior to all returns. All credits will be placed on the credit card used for the original purchase. Please note that every credit card company’s return of funds process is different, so please allow 1-2 billing cycles for the credit to appear on your statement. If a valid email address is on file an email will be sent notifying you of the credit.

Should you have any questions, comments or suggestions, we appreciate hearing from you. Please Contact us

Via phone:

1-800-551-1422 (in the continental USA only) Monday through Friday, 8am to 4:30pm EST, excluding Holidays and Weekends.

Outside the USA, 1-207-251-4800, Monday through Friday, 8am to 4:30pm EST, excluding Holidays and Weekends.

Prefer email?

Please contact us at internetsales@villagecandle.com or cs@villagecandle.com

  • Gift Cards

We apologize, but Gift cards are not available for purchase online or in our occasional warehouse sales, at this time. Valid gift cards were sold at the previous Factory Store, and are gladly accepted only by calling the number listed below during business hours.

Appropriate identification and information are required.

Please call customer service at 1-800-551-1422, Mon-Fri EST 8:30 am to 5 pm, excluding weekends and legal holidays.

  • Email List Removal Instructions

If you would like to be removed from future emails, please reply with words "Remove from email list @ internetsales@villagecandle.com" in the Subject Line, or click unsubscribe at the bottom of the emails.

  • Check Payment Policy

When submitting an order form, please call our customer service department or mail to:

Village Candle Internet Sales

PO Box 889

Wells, Me. 04909.

Please note if paying by personal check Village Candle will hold the personal check for 10 BUSINESS DAYS, for insurance of fund clearance.

*Please note: that this hold on personal checks will delay shipping of the product.

Please note that the turn around on check orders is much quicker, if you pay by Bank Check or Money Order. All Bank Checks or Money Orders are made out to:

Village Candle Internet Sales

Mailing Address:

PO Box 889

Wells, Me. 04909.

Bank Checks and Money Orders are considered cash for the purpose of order fulfillment.

Personal checks returned for insufficient funds will be accessed a charge of $45.00, no exceptions to this policy.

  • Return Policy

Your satisfaction with our product is guaranteed.

If you are not satisfied with your purchase, please call us at 1-800-551-1422, Mon-Fri EST 8:30 am to 5 pm, excluding weekends and legal holidays, or email us at internetsales@villagecandle.com. All other inquiries please email cs@villagecandle.com.

Please note that BURNED OR DAMAGED CANDLES CANNOT BE RETURNED, unless requested or authorized by Village Candle.

Should you have any Questions, please call or contact us via the methods listed above.

If there is a problem with an item received, PLEASE RETURN IT TO THE ORIGINAL PACKAGING AND CALL US WITHIN 10 BUSINESS DAYS. DO NOT throw item(s) or original packing away. It is necessary that you retain the item(s) to be returned so that we may assess it for Quality Assurance.

When calling about your purchase, please have the following information available:

  • Purchasing Source: Internet, phone order, mail order, or approved Village Candle Reseller
  • Description of item: Fragrance, Jar Size, Candle Collection
  • Date of Purchase
  • Invoice Number

Note: Items purchased from a Retail store (i.e. not via online, mail order, or phone to Village Candle) must be returned to the store where it was purchased. You may also email our customer service department at cs@villagecandle.com, and a customer service representative from the wholesale division will be back in touch with you.

  • Security

Protecting your order information is a priority. We employ the highest standards to protect your online order information by utilizing high quality, secure eCommerce solutions. If you are using a browser version 4.x or higher, all information that you submit during the ordering process will be automatically encrypted for security. The information you provide while placing your online order, including your credit card number, is secure; and cannot be read or tampered with during transmission. To check the security of your on-line order connection, you may look at the lower panel of your browser window -- if you see an unbroken key or a closed lock (depending upon your browser), then SSL certificate is active. Also, when accessing a secure server, the first characters of the site address typically will be "https".

If you cannot access the secure server, for whatever reason, please call and place your order by phone at 1-800-551-1422, Monday through Friday, 8am to 4:30pm EST, excluding Holidays and Weekends.

  • Shipping/Order Fulfillment Policies

Following credit card approval (we utilize the Address Verification System, please make sure your billing address is accurate and matches accurately when ordering). Please check for accuracy in entering all data for order placement. Any typographical errors can result in delay of shipment of the order or Notifications. Please insure your contact information and email address are typed properly.

EVERY BEST EFFORT IS MADE TO PROCESS A STANDARD ORDER QUICKLY. Orders with proper verification and authorization will be processed on a best effort basis within approximately 72 hours (Monday through Friday, not including weekends and holidays).

Please note, all orders are subject to review and verification.

Village Candle, after thorough review and verification, reserves the right to cancel orders without notice, should verification or authentication not be successful. Every best effort and attempt will be made to contact you prior to order cancellation.

All deliveries are shipped by calculation of business days. Please allow up to two weeks for delivery of items in stock.

We ship via Fed Ex and USPS.

*Please note shipping to any PO Boxes, requires notation on the orders.

A valid telephone number and email is required for all orders. For shipping to more than one shipping address, Village Candle reserves the right to access an $8.95 standard handling charge for each additional address.

An $11.00 fee will be applied to your account if you reroute a package. You are required to contact us for our authorization and assistance. Inaccurate shipping address information entered by customer will be accessed an $11.00 fee for address changes.

Please note: We are charged this amount for these changes by the shipping carrier. We apologize in advance, but if the error is from a data entry error by the customer, Village Candle is not responsible, and will have to charge the additional fee for changes. The fee is due to Village Candle by the individual placing an order online. We are SORRY, but NO EXCEPTIONS.

VILLAGE CANDLE IS NOT RESONSIBLE FOR DATA ENTERED BY THE INDIVIDUAL PLACING THE ORDER. Please be sure to carefully edit all data when you place an online order, prior to finalizing the order.

Your attention to these requests will insure accuracy in order processing and shipment. SHOULD YOU REALIZE AN ERROR AFTER SENDING AN ORDER, PLEASE CONTACT US IMMEDIATELY VIA EMAIL OR PHONE TO CHANGE THE INFORMAITON PRIOR TO SHIPPING.

NO CHARGE WILL BE ACCESSED IF THE ORDER HAS NOT BEEN PROCESSED AND SHIPPED. CHARGES WILL STILL APPLY FOR LATE NOTIFICATION ON ORDERS ALREADY PROCESSED AND SHIPPED.

All orders must have a valid phone number and email, for contact, should an issue arise in reference to your order.

Thank you in advance and your compliance with these requests, and your cooperation is greatly appreciated.

  • INTERNATIONAL ORDERS POLICIES:

International shipments (ALL ORDERS OUTSIDE THE CONTINETNAL US, are considered International which includes Puerto Rico, Hawaii, US Virgin Islands and Alaska) are calculated separately per order.

Village Candle Internet Shipping Dept. will contact you via email with a price estimate for final approval before shipping any International Order. We must receive written final approval via email prior to any international orders. If a response is not received by telephone or email within 2 weeks your order will automatically be canncelled.

Please contact us for additional information.

By phone:

All international customers who prefer to place an order by telephone or wish to speak with us, please call 1-207-251-4800 for actual shipping costs. This shipping cost will be charged at the time your order is processed (the order will not be processed until contact is made with the person placing the order)

Please check your spam folders for any emails with the email address: internetsales@villagecandle.com, or cs@villagecandle.com

  • Policies on All Orders:

Items will NOT BE charged to your credit card until your order is processed to be shipped. We will contact you Via email. You will receive notification of Pre-authorization BY MERCHANT SERVICES of funds for your purchase. The funds are set aside for online purchases, however the credit card on file is NOT ACTUALLY CHARGED BY THE VILLAGE CANDLE SHIPPING DEPARTMENT, until the order is processed for shipment. You will receive a shipping notification email, IF your email address has been entered correctly at the time of ordering. If no email address is entered, or incorrect email addresses are entered, you will NOT receive notification of shipment of your order. Village Candle is not responsible for data entry by individuals placing orders online.

For OTHER purchasing options, please contact us via email at internetsales@villagecandle.com

or call us at 1-207-251-4800, Mon-Fri EST, 8:30 to 5Pm, excluding Holidays and weekends.

  • Overnight delivery policy and any special requests
    Customers needing overnight delivery, 2nd day or Priority shipping, PLEASE CALL FOR SPECIAL PRICING.

An overnight order will be shipped the same business day on a "BEST EFFORT" basis, if the order is placed by telephone and is received no later than 12 noon EST and credit card authorization is obtained within this same period of time.

PLEASE NOTE: Credit Card declination will result in delayed shipping of the order

  • Typographical Errors

In the event of a pricing error, we will contact you with the corrected pricing information, via email or voicemail.

Thank you again for your business, and we appreciate your support of our Brand!

Did You Know?
"This is why I LOVE doing business with you!! Not only do I love your product, but your customer service is outstanding. Thank you."
Karen H.
"I gave up buying scented candles some years ago because not one candle manufacturer created an aroma beyond the initial sniff one gets by putting one's nose to the unlit candle itself. Last year I picked up one of your candles and prepared myself for another disappointing experience.

After decades of searching, it was amazing to come upon precisely what I had been looking for. There's no describing the variety of beautiful scents (I have bought them regularly since the first superb surprise) that have filled my home. Scarcely anyone visits without making some positive observation about the olfactory esthetics.

I applaud all of you who have helped discover the secret to creating scented candles that do precisely as they're expected... that is, to make an environment smell wonderful!"
Zacharias R.