FAQ

SHIPPING

What are your shipping rates?

Our UPS Ground shipping rates are calculated live at checkout and based on current UPS Rates.

Orders $150 and above ship free in the contiguous United States!

What is your return/exchange policy?

Our work is 100% handcrafted. Slight variations from candle to candle are considered a part of the unique handcrafted process and are to be expected. Our glass is mouth-blown and may have unique differences between each glass. 

Tatine does not replace, refund, or exchange products that have been purchased from one of our retail partners. These returns must be taken back to the point of purchase. Tatine is not responsible for any damages that occur once you have taken ownership of the product.

CANDLE RETURNS 

  • To initiate a return for a candle order, please send an email to conciergedesk@tatinecandles.com. In the subject line of your email, include "Return Request" along with your order number.  
  • Candles must be unused and in their original, undamaged packaging to be returned and refunded. 
  • Customers have up to 14 business days from the date of receiving their order to request a return; you must contact us at conciergedesk@tatinecandles.com to initiate an eligible return.
  • Customer is responsible for all shipping fees on returns and exchanges. 
  • See our Returns page for complete policy details.


CANDLE EXCHANGES 

  • If you wish to exchange an unused and unopened candle, kindly reach out to our customer service team at conciergedesk@tatinecandles.com within 14 days of your purchase. 

  • Once an exchange is approved, you have 7 business days to bring the return to the shipping carrier of your choice. 

  • Please ensure that candles are unused and returned in perfect condition, in their original, intact packaging. 

  • It is the responsibility of the customer to arrange and cover the cost of the return shipments. 

  • See our Returns page for complete policy details. 

 

HAND CARE RETURNS & EXCHANGES 

  • Hand Care products are not eligible for returns or exchanges.

  • See our Returns page for complete policy details. 

 

How soon will my order ship?

We ship orders Monday through Friday. Orders ship within 1-3 business days after they are placed. Once your order has shipped, you will receive tracking information by email. If for some reason you don't receive this information please get in touch with us at conciergedesk@tatinecandles.com. We do not ship in extreme temperatures (both hot and cold) as it may damage our handcrafted products.

Tatine is not responsible for any lost or stolen packages. However, if a package is lost in transit by the carrier, we will make every effort to assist you in locating it. Please reach out to us, and we will work together with the carrier to resolve the issue however we can. Shipping and handling fees are not refundable. 

Do you offer international shipping?

At this time we don’t offer international shipping.

What do I do about a lost or damaged order?

LOST ORDERS 

  • Tatine is not responsible for any lost or stolen packages. However, If you suspect your order has been incorrectly delivered or lost in transit by the carrier, we will make every effort to assist you in locating it. Please reach out to us at conciergedesk@tatinecandles.com and we will work together with the carrier to resolve the issue however we can. 

  • Tatine is not responsible for lost or stolen packages once they are received at your location; please ensure your orders are delivered to a safe location. 

  • Tatine is not responsible for incorrectly shipped orders if the wrong address is input at checkout.

  • Shipping and handling fees are not refundable. 

DEFECTIVE OR DAMAGED ITEMS 

  • If you discover that one of your products is defective or has been damaged during shipping, please contact us at conciergedesk@tatinecandles.com within 7 days of receipt. 

  • All claims for loss or damages must be reported to Tatine within 7 days of receipt of merchandise. 

  • Providing supporting photos/documentation is required for all reported defects & damages.

  • After a review of your request, we will either replace the damaged/missing goods or process a refund to your card. Only the exact items from the original order can be replaced. 

  • Shipping and handling fees are not refundable. 

  • Tatine is not responsible for any damages that occur once you have taken ownership of the product.

  • Tatine does not replace, refund, or exchange products that have been purchased from one of our retail partners. 

ORDERING

Why is the scent I’m looking for not in the web store?

Over time we may choose to discontinue a particular fragrance in order to make room in our collections for new things! Discontinued scents may be available in our Limited Edition or Factory Sale sections, or through one of our retailers.

If a scent doesn't appear on our website it most likely means we no longer make it. We don’t keep stock of discontinued items and they are not available by special order.

I’m not able to order the quantity of product I want, what can I do?

Items may occasionally be out of stock due to the meticulous creation process or supply chain material delays. We encourage you to check back regularly. If you have specific quantity requests, please don't hesitate to contact us —we're here to assist you!

Please reach out to us at conciergedesk@tatinecandles.com if the quantity you are hoping to order exceeds what our webs hop shows or allows. We can look into it for you! 

I’m having trouble placing an order, can someone help me?

Absolutely—just give us a call at 1.312.733.0173 or email us at conciergedesk@tatinecandles.com and we can help you with your order!

Do you offer samples?

We do not currently offer samples free of charge, though a rotating, curated selection of free candle scent samples will be offered, as available, to ship with orders of $100+

Do you have any coupon codes or webstore sales?

The best way to find out about upcoming sales is to sign up for our mailing list or follow us on Instagram! We keep emails to a minimum and you’ll be the first to know of any sales, updates and new arrivals!

 

GENERAL

Where do you make your products?

All of our candle products are hand crafted in the USA. Our apothecary items are made in the USA in a sterile lab facility and filled at an FDA-approved facility.

Is the Tatine studio open to the public?

At this time we are not open to the public.

Do you private label/customize your products?

Sorry, we do not provide private labeling or customization of our products.

Do you offer wholesale?

Yes! Please visit our Wholesale page (wholesale.tatinecandles.com) to inquire and apply! 

Where can I buy Tatine locally?

Please visit our Find A Store page to see which stores in your area carry our products. We try to keep this updated in real time, but please feel free to reach out directly if you are looking for something in your area! Since we don’t monitor our retailer’s stock, you will need to reach out to them if you are looking for a particular product.

 

PRODUCT

Are Tatine products organic or natural?

We don’t describe ourselves as an organic or natural brand, but we do offer the highest quality ingredients possible for our products. 

Our candles use a combination of high-grade perfumery oils and pure essential oils. This allows us to have a greater range of fragrances in our palette.

All of our candles are handcrafted with a blend of specialty natural waxes.

When a candle fragrance formulation is entirely composed of natural ingredients, it will be noted on our website. 

 

How should I burn and care for my candle?

On the first lighting, burn your candle for one hour for each inch of its diameter until you have a full melt pool.

Candles have a "memory" - the first few burns will influence how it burns in the remainder of its life. By allowing your candles to have this "memory burn" and allowing a full melt pool from edge to edge, you are maximizing your candle’s burn time and increasing the scent throw.

At each subsequent lighting you should trim the wick to 1/4" for best quality.

 

Can the candle glass be repurposed or recycled?

Yes! Our vessels were designed and tested to be drink-safe and repurposed as glassware, snack cups, small plant containers, bud vases or catch-alls to extend the life of each beautiful, mouth blown piece!

To clean and reuse your glass, gently scrape out any excess dried wax and hand wash with hot soapy water. Vessels are dishwasher-safe after first wash!

How fragrant are Tatine candles?

We design our fragrances to enhance your space without being overpowering. Scent throw will be dependent on the size of the candle, fragrance type, as well as the size and conditions of the room you are burning it in.

We recommend burning your candles within a year of purchase, however a candle can live on indefinitely — wax just will need to warm up again. Fragrance may begin to fade after two years of shelf life.

 

APOTHECARY

Is your liquid soap sulfate-free?
Our soap is formulated without the use of sulfates or parabens.

Are your soaps and lotions all-natural?
We use a combination of nature and science to create blends that feel and smell fantastic. Our hand care products are formulated in the USA using safe, laboratory-tested ingredients and are combined with natural oils and extracts. 

Our bottles are filled at an FDA-approved facility and undergo microbial testing in order to ensure product safety for the consumer.

What is the shelf life of the Hand Care products?
Our apothecary products have a shelf life of two years.