Terms & Conditions

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Product Information

Many Embers + Apothecary products are hand-poured, hand-labeled, or produced in small batches. Slight variations may occur in scent strength, wax appearance, color, label placement, vessel finish, or packaging. These variations are part of small-batch production and are not considered defects.

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This policy applies to all product purchases, including:

• Candles — premade and custom

• Room and linen sprays

• Perfume rollers

• Fragrance oils and fragrance samples

• Reed diffusers and waterless diffusers

• Candle-making supplies and vessels

• Bath and body products

• Accessories and gift items

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Custom & Made-to-Order Products

Custom, personalized, bulk, and made-to-order products are final sale unless they arrive damaged, defective, or incorrect due to an error on our part. This includes products with custom scents, saved studio scents, fragrance blends, custom names, custom labels, custom vessels, or other customer-selected options.

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Please provide all customization details at checkout. If we need clarification, we will reach out using the contact information provided. Production may be delayed until we receive what we need.

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Custom fragrance products are created based on the scent details or preferences provided at checkout and are not eligible for return or exchange based on scent preference once completed. For candle recreations based on a saved studio scent, we will match your stored formula as closely as possible — exact replication cannot be guaranteed if a fragrance oil has been discontinued or reformulated by our suppliers.

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If you are still exploring scents, we recommend starting with samples, premade products, or an in-studio visit before placing a custom order.

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Processing, Pickup & Shipping

Most orders require processing time before they are ready for pickup or shipping. We typically ship within 3 to 5 business days unless otherwise noted. Custom, bulk, and made-to-order products may require additional time. If we are unable to meet the stated timeline, we will contact you with an updated estimate.

Local Pickup

Please wait for confirmation before coming in. Orders not picked up within 30 days will be converted to store credit. Contact us before the window closes if you need more time.

Shipping

We currently ship within the United States. Shipping times are estimates and may vary based on carrier timelines, weather, holidays, or circumstances outside our control. Please review your shipping address carefully before placing your order — once a package has been transferred to the carrier, Embers + Apothecary is not responsible for carrier delays, lost packages, packages marked as delivered, or issues caused by incorrect or incomplete shipping information. If your package is marked as delivered but cannot be located, please contact the carrier directly.

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Returns & Exchanges

Unused, undamaged premade products in original condition and packaging may be eligible for exchange within 5 days of delivery, pickup, or in-studio purchase.

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The following are not eligible for return or exchange:

• Custom, made-to-order, or personalized products

• Opened, used, burned, sprayed, worn, or tested products

• Products damaged after purchase

• Gift cards

For mailed exchanges, return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or incorrect. To report an issue, contact us within 5 days of delivery, pickup, or in-studio purchase (hello@embersandapothecary.com)

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 Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact us within 5 days with the following:

• Your order number or purchase details

• A description of the issue

• Photos of the item and, if shipped, the packaging

We will work with you to identify the best resolution available — replacement, correction, store credit, or refund — depending on the issue and product availability. Limited-edition, seasonal, or one-of-a-kind items may not be replaceable with the exact same product.

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Product Use & Safety

Customers are responsible for using products safely and as intended. Please read all product descriptions, care cards, labels, and instructions provided with your order.

• Candles: Always burn within sight on a stable, heat-resistant surface. Keep away from flammable objects, drafts, children, and pets. Trim the wick before each burn. Discontinue use when approximately 1/2 inch of wax remains.

• Room & Linen Sprays: Shake before use. Test on a small, hidden area first. Avoid delicate fabrics, finished wood, leather, painted surfaces, pets, food, and open flame.

• Perfume Rollers: For external use only. Avoid eyes, lips, broken skin, and sensitive areas. Discontinue if irritation occurs.

• Fragrance Oils: Concentrated. Do not apply to skin unless properly diluted. Keep away from children, pets, heat, sparks, and open flame.

• Reed & Waterless Diffusers: Use on a stable, protected surface. Keep away from children, pets, heat, and open flame. Fragrance oil may damage wood, painted surfaces, stone, plastic, and fabric — wipe spills immediately.

• Candle-Making Supplies: Customers are responsible for confirming that wax, wicks, vessels, and fragrance oils are appropriate for their intended use. DIY supplies are final sale unless they arrive damaged, defective, or incorrect.

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 Allergies & Sensitivities

Our products may contain fragrance oils, essential oils, waxes, botanicals, dyes, carrier oils, or other ingredients that may cause sensitivity for some individuals. Bath and body products may contain additional skin-contact ingredients. Please review product descriptions before purchasing. If you have allergies, sensitivities, respiratory concerns, or medical considerations, or if you are pregnant or nursing, consult a qualified professional before use. Discontinue use immediately if irritation or discomfort occurs.

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Order Cancellations

Orders may be canceled within 24 hours of purchase if production has not started and the order has not shipped or been prepared for pickup. Custom, made-to-order, and personalized products may not be eligible for cancellation once production or sourcing has begun. To request a cancellation, contact us as soon as possible with your order number.

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Privacy

We use customer information to process orders, communicate about purchases, arrange fulfillment, and operate our website. We do not sell customer information. Some information may be shared with trusted service providers — including our website platform, payment processor, and shipping carriers — as needed to fulfill your order. Our website may use analytics tools to help us understand how visitors interact with our site.

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Changes to Terms

Embers + Apothecary may update these terms from time to time. Updates will be posted on this page with a revised date. The terms in effect at the time of purchase apply to that purchase.