FAQS

Here are a few answers to some frequently asked questions to help you on your purchasing journey. If your question isn't answered from this FAQ please contact us and we will be happy to help.

1. WHAT KIND OF WAX DO YOU USE?

Éternel Luminen only uses 100% coconut soy wax for all of our candles and wax melt. Coconut soy wax is environmental friendly, sustainable, and clean.


2. When can I expect my order to be shipped out?

We take up to 24 - 48 hours to process all orders before it will be fulfilled. All orders shipped within the United States of America is done via the United States Postal Service Priority Mail. All international orders are shipped with the most cost effective retailer for customers. If you have not received a shipping notification 48 hours after placing your order please feel free to contact us if we have not notified you of any delay.


3. Can I return my order?

If your order is has not be fulfilled please email us at info@eternelluminen.com to cancel your order. If your order has already been fulfilled you have 30 days from the day your received your order to return it back to us.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. For more information please reference our refund policy.


4. What are your suggestions for candle care?

For the best tips on how to care for your candle please go and read our complete Candle Care 101 guide.


5. Are your products safe to use around pets?

We appreciate you looking out for your furry family members! While our products are crafted with care, no fragrance product can be considered universally safe for all pets. Here is some general guidance for using our candles, room and linen sprays, and reed diffusers in a pet-friendly home:

Candles: Always burn candles in a well-ventilated room and keep them well out of reach of curious pets. Never leave a burning candle unattended, and extinguish it if your pet is in close proximity for an extended period. Some animals — particularly birds — are highly sensitive to airborne particles and smoke, so use extra caution.

Room & Linen Sprays: Concentrated sprays can be irritating to pets if inhaled directly or if they come into contact with treated surfaces before the product has fully dried. Spray in a separate area from your pet, allow the mist to settle and surfaces to dry fully, and ensure good ventilation before allowing your pet back into the room.

Reed Diffusers: Reed diffusers release fragrance continuously, which can be a concern for cats and other pets that are more sensitive to essential oils and fragrance compounds. Place diffusers in areas your pet cannot access, and choose a well-ventilated space to minimize concentrated inhalation. Cats in particular lack certain liver enzymes that help process many compounds found in essential oils, so take extra care in homes with feline companions.

General Tips:

  • Always review the ingredient list of any product before use in a home with pets.
  • Keep all products stored safely out of reach to prevent accidental ingestion or spillage.
  • Ensure rooms are well ventilated when any fragrance product is in use.
  • Minimize your pet's direct or prolonged inhalation of any fragrance.
  • If you have concerns about a specific product and your pet's health, please consult your veterinarian before use.

When in doubt, your vet is always the best resource for product-specific safety questions.