Frequently Asked Questions

WELCOME to our Village Family! We would like to thank you for visiting our website. Here at Village Candle® we are committed to your total satisfaction and want you to know we value your business. Should you not find the answers to your questions, we invite you to e-mail us at cs@villagecandle.com, or call our customer representatives, Mon-Fri, 8:00 am to 5:00 pm, EST, at 1-800-203-9569 , excluding weekends and legal holidays. 

CORPORATE OFFICE
90 Spencer Drive
Wells, ME 04090
207.251.4800


Where can I purchase Village Candle® products?

When it comes to purchasing Village Candle® products, there are four primary ways to shop.

  • Shop online 24/7 at villagecandle.com
  • Visit an APPROVED Retailer near you
  • Shop the Village Candle® Amazon Store
  • Shop our Warehouse Sale in Wells, Maine

How do I become a retailer?

Domestic and International inquiries please contact our customer service department at cs@villagecandle.com, or call us Mon-Fri, 8:00 am to 5:00 pm, EST, at 1-800-203-9569 , excluding weekends and legal holidays.

How do I stay informed?

Stay in the know! We invite you to subscribe to email messages directly from Village Candle® . Email messages keep you up to date about the latest news, exclusive coupons, promotions, contests, and warehouse sales. You will also receive a special gift in your birthday month. Once you enter your email address and preferences online, you will receive a confirmation email from Village Candle®, Customer Service (cs@villagecandle.com) with a ONE TIME 10% code to use on your next order.

Be sure to check your inbox for Village Candle® welcome email! Subscribe to our email list today by clicking here: Save 10% on your next order - Sign up for Exclusive emails Please note: Only ONE promo code can be used per order. Stay connected with us on Social Media & share your stories: We invite to you share information online with all your friends and family about all Village Candle® favorites. Click the links below and get social now!

  • Like us on Facebook
  • Share with us on Pinterest
  • Follow us on Twitter
  • Get Creative with us on Instagram

How do I unsubscribe from your email list

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

What type of candle wicks do you use? Are they safe?

Village Candle® continuously strives to create the best products using the finest quality ingredients available to us. We want you to know, we care about your concerns for safety, well-being and the health of yourself, family and friends. Here at Village Candle® with our firm commitment to quality and safety, we want to assure you that our candles are not manufactured using lead wicks. Our wicks are safe and we use only the finest quality paper and pure cotton core wicks to manufacture our candles. It is with great American pride that our candles are manufactured here in the USA at our corporate location in Wells, Maine.

What is your check payment policy?

We accept personal checks when an order is submitted by mail. Please note, when paying by personal check, Village Candle® will hold the personal check for 10 BUSINESS DAYS, from the date of receiving the order via mail. This insures proper funds are available for order processing. Holds on personal checks will result in a delay in shipping the product.

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

The turnaround on shipment of mail orders is quicker with a certified bank check or money order. These forms of payment are considered cash for the purpose of order processing and fulfillment, which expedites processing and shipping of the mail order.

Please make all Personal Checks, Certified Bank Checks or Money Orders payable to:

Village Candle®
Internet Sales
90 Spencer Drive
Wells, ME, 04090


Do you offer gift cards?

We apologize, but Gift cards are not available for purchase at this time. Valid gift cards were sold at our previous Factory Store, and are gladly accepted. Appropriate identification and information are required for use of pre-existing gift cards. Please contact customer service at 1-800-203-9569 , Mon-Fri EST 8:00 am to 5:00 pm, excluding weekends and legal holidays.

What is your privacy policy?

Village Candle® will not share or disclose your personal information. We respect your privacy and we will never sell or share your personal information to third parties for marketing or information gathering purposes.

Read our full privacy policy here.

What is your return policy?

Here at Village Candle® we are committed to your total satisfaction and want you to know we truly value your business.

If you are not satisfied with your online purchase, please call a Village Candle® customer service representative at 1-800-203-9569 , Mon-Fri, 8:00 am to 5:00 pm, EST, excluding weekends and legal holidays, or email us at cs@villagecandle.com.

For all other purchase inquiries please email customer service at cs@villagecandle.com.

  • BURNED OR DAMAGED CANDLES CANNOT BE RETURNED, unless specifically requested or pre-authorized directly by a customer service representative at Village Candle®.
  • Please, 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 access the item(s) for damage or Quality Assurance.
  • If there is a problem with an item received, please return item to the original packaging and call us within 10 business days of delivery of the product.

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

  • Purchasing Source: internet, phone order, mail order, or approved Village Candle® Retailer
  • Description of item: Fragrance, Jar Size, Candle Collection
  • Date of Purchase
  • Invoice Number (online orders only)
  • For damaged product(s) Photographic Proof of damage is required for proper processing

Please Note: Items purchased from a Retail store (i.e. not via online, mail order, or phone order directly to Village Candle® ) must be returned to the store where it was purchased. You may also email our customer service department with pictures of the candle and your full contact information at cs@villagecandle.com. A customer service representative will contact you for follow up. 

What is your credit card refund policy? 

Before we are able to authorize any credits for purchases, unburned, undamaged candles, purchased online only at www.villagecandle.com, must be returned directly to Village Candle®, Internet Sales, 90 Spencer Drive, Wells, Me. 04090.

Prior authorization for returns by an approved customer service representative, must be confirmed prior to any and all returns. All credits issued for online purchases will be placed on the credit card used for the original purchase. Please allow 1-2 billing cycles for the credit to appear on your statement. If a valid email address is on file, a confirmation email will be sent, notifying you of the credit. (Many issuing credit card company’s process of returning funds to the purchasing credit card holder, have different return processes in place, which may result in further delays.)

Should you have any questions, comments or suggestions, we appreciate hearing from you. We invite you to contact us by phone Monday through Friday, 8:00 am to 5:00 pm, EST, excluding Holidays and Weekends or by email anytime.

Inside the Contiguous USA only:

1-800-203-9569

Outside the Contiguous USA (Including Alaska, Alaska, Puerto Rico, Hawaii, US Virgin Islands, and all other countries):

1-207-251-4800 

Email Us: Regarding online orders cs@villagecandle.com

All other inquiries: cs@villagecandle.com

What are your shipping and order fulfillment policies?

EVERY BEST EFFORT IS MADE TO PROCESS A STANDARD ORDER QUICKLY.

A valid telephone number and email address are REQUIRED for contact on all online orders.

Orders with proper verification and authorization will be processed on a “best effort basis”, generally, within approximately 72 hours of receiving the order (Monday through Friday, not including weekends and legal holidays).

All orders are subject to review, authentication and verification.

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

Please check for accuracy in entering all data for order placement. Please edit your data to insure your complete contact information, phone number, billing address, ship to address and email address have been typed and entered properly, prior to finalizing your online order. Any typographical errors can result in delay of shipment of the order or oral and written notifications from Village Candle®. 

  • We ship via Fed Ex, FSP and USPS.
  • Shipping to PO Boxes, requires notation on the order, prior to finalizing the order.
  • Village Candle® utilizes the Address Verification System to insure accuracy of all ship to addresses.
  • All deliveries are shipped by calculation of business days.

For economy shipping, please allow up to 10 business days excluding holidays for delivery. Village Candle® is not responsible for transit times of packages by shipping carriers once the package leaves our warehouse.

Village Candle® reserves the right to access an additional handling charge of $8.95 per address for orders shipping to more than one shipping address.

We apologize in advance, but Village Candle® is not responsible for data entry errors by the individual placing the online order. Should you need to reroute a package you are required to contact us for our authorization and assistance. Inaccurate shipping address information entered by a customer, results in an additional $15.00 fee. This fee is charged to us by the carrier for rerouting the package. Payment by the individual placing the online order is made directly to Village Candle®, and required prior to rerouting the package. There are NO EXCEPTIONS to this policy.

TYPOGRAPHICAL ERROR REALIZED AFTER FINALIZING AN ORDER: 

  • Please notify us immediately via phone or email to correct the inaccurate information.
  • A charge will not be accessed IF the order has not been processed and shipped.
  • Charges will still apply for late notification on orders that have already processed and shipped.

Thank you in advance and your compliance with these requests, and your cooperation is greatly appreciated. Your attention to these requests will insure accuracy in order processing and shipment.

Village Candle® is not responsible for information entered online by an individual customer.

International Online Order Policies 

  • Due to higher shipping rates outside the USA, International shipments outside of the Contiguous United States, (lower 48) are calculated separately per order.
  • This International shipping policy includes Alaska, Puerto Rico, Hawaii, US Virgin Islands, and all other countries.
  • All international orders, received online, are reviewed by Village Candle® Internet Shipping Dept.
  • A representative from the Internet Sales Department at Village Candle® will contact you via email with a price estimate to ship your package.
  • Your written final approval is required and must be received prior to shipping any international order.
  • If a response is not received by the shipping department by telephone or email within 1 week, Village Candle® reserves the right to automatically cancel the order.

All international customers who prefer to place an order by telephone or wish to speak with us, may call 1-800-203-9569 , Mon-Fri, 8:00 am to 5:00 pm, EST, excluding weekends and legal holidays. Please contact us for questions and additional information.

International orders are pre-authorized to insure the security of funds prior to shipping your order. The pre-approved shipping costs are charged only at the time your order is processed for shipping. We do not process your order for shipping until we receive written confirmation of your final approval on the quoted shipping costs, and order total.

If you find you did not receive information regarding your international order by email, please check your spam/junk folders for Village Candle®, customer service email addresse: cs@villagecandle.com.

Policies on All Online Orders

You will receive email notification of pre-authorization of secured funds by Authorize Net, Merchant Services, for your online purchase. This pre-authorization insures and secures that the correct amount of funds are held for the online purchase, prior to processing the orders for shipment. 

Items will NOT BE charged to your credit card for your online order, until your order is processed for shipment by Village Candle®. You must have an accurate email address on file to receive a shipping notification by email. If no email address is entered, or an incorrect email address is entered, you will NOT receive notification of shipment of your order.

Village Candle® is not responsible for data entry errors by individuals placing orders online.

Overnight delivery policy and any special requests

Customers requiring priority shipping, please select priority shipping at check out.

All orders with priority shipping requests must have validated credit card pre-authorization securing accurate funds, to insure expedited shipment of the order.

Once downloaded to our system, priority orders will be shipped, on the same business day on a "BEST EFFORT" basis. All orders are time stamped in Eastern Standard Time. Priority orders must be received no later than 12 noon, EST for same day priority shipping, excluding weekends and legal holidays. *All other requests, please contact our shipping department for additional processing.

Note: Credit Card declination or missing information will result in delayed shipping of the online priority orders.

Typographical Errors

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

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