Frequently asked questions
What is your return policy?
We accept returns on unused items within 14 days of delivery. To start a return, please visit our Delivery & Returns page and follow the instructions outlined in the Returns section.
When will I receive my order?
Orders are usually dispatched within 2–3 working days. UK and international deliveries and estimated times are outlined on our Delivery & Returns page. You’ll receive a tracking link once your order has been shipped.
Can I include a gift note with my order?
Absolutely. Simply add your message in the “Special Instructions” box in your cart, and we’ll include it in your order.
Do you offer gift cards?
Yes – digital gift cards are available and can be emailed directly to your recipient or printed for gifting. See our Gift Cards page for details.
My candle arrived damaged. What should I do?
We’re so sorry! Please visit our Contact Us page with your order details and a photo of the damage so we can make it right.
How should I store my candle?
Keep your candle in a cool, dry place away from direct sunlight to preserve its shape and colour.
Can I request a custom order or bulk purchase?
We love custom projects and special requests. Get in touch via our Event Packages page with your ideas, and we’ll see what’s possible.
Are Atelier Ethos candles hypoallergenic?
Our candles are crafted from only two natural ingredients – 100% soy wax and unbleached organic cotton wicks – and are completely free from synthetic fragrances, dyes, and additives. While not formally certified as hypoallergenic, they are generally well tolerated by those with sensitivities or allergies to conventional candles.