Frequently Asked Questions (FAQ)
The Simply Cole Brand
Shipping & Delivery
Q: How long will it take to receive my order?
A: Orders are processed within 1–3 business days. Standard shipping takes 3–7 business days, while expedited shipping usually arrives within 1–3 business days. Please note we currently ship only within the United States.
Q: How do I track my order?
A: Once your order ships, you’ll receive a tracking number via email to monitor your shipment.
Returns & Exchanges
Q: What is your return policy?
A: Returns and exchanges are accepted within 14 days of delivery. Items must be unused, in original packaging, and resalable. Personalized items cannot be returned unless defective.
Q: How do I start a return or exchange?
A: Email [email protected] with your order number and reason for return. We’ll guide you through the process.
Q: Who pays for return shipping?
A: Customers cover return shipping costs unless the item was damaged or incorrect.
Orders & Cancellations
Q: Can I cancel or change my order after placing it?
A: Orders can only be canceled within 2 hours of purchase. After that, we start processing immediately, and changes or cancellations are not possible.
Product Details
Q: Are your candles and tumblers handmade?
A: Yes! Every candle and tumbler is handcrafted with care and attention to detail.
Q: Do your candles contain allergens?
A: We use premium fragrance oils and natural waxes. If you have allergies or sensitivities, please contact us for detailed ingredient information.
Damaged or Defective Items
Q: What should I do if my order arrives damaged or defective?
A: Contact us within 7 days at [email protected] with photos of the issue. We’ll promptly work to replace or refund the item.
Customer Support
Q: How can I reach customer service?
A: Email us anytime at [email protected]. We aim to respond within 24 hours on business days.