Question 1

Where should I place the candle for best results?

Accepted Answer

Place the candle on a stable, heat-resistant surface, away from drafts (open windows, fans, air vents), flammable materials (curtains, books), and out of reach of children and pets.

Question 2

What is the Golden Rule for the first burn?

Accepted Answer

This is the golden rule of the first burn. Allow the candle to burn long enough for the entire top layer of wax to become a liquid pool, melting all the way to the edges of the container. This can take up to 3 to 4 hours.

Question 3

Do I need to trim the wick for subsequent burns?

Accepted Answer

This is the single most important maintenance step. Before every single lighting, trim the wick back down to ¼ inch.

Question 4

Should I worry about the burn time?

Accepted Answer

A good rule of thumb is to not burn your candle for more than 4 hours at a time.

Question 5

Do I need to clean the wax pool?

Accepted Answer

While the candle is extinguished and cooled, occasionally check the wax pool for debris and remove them physically.

Question 6

Can I cancel an order placed on www.luminiscents.com?

Accepted Answer

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on care@luminiscents.com or call us @ 81238 26932
In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.
In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

Question 7

Can the company cancel an order?

Accepted Answer

Yes, there are circumstances when the company might have to cancel a particular order. Your receipt of an electronic or other form of order confirmation does not signify our final acceptance of your order and www.luminiscents.com reserves the right at any time after the receipt of your order to accept or decline your order for any reason.
Although our online stock inventory is programmed to update automatically, luminiscents.com reserves the right at any time after receipt of your order, to inform you via telephone or email or mobile text about a shortfall in the quantity you ordered of any item. In all such cases, we have the right to either supply you less than the quantity you ordered or cancel your order with prior notice to you.

Question 8

In case I cancel my order, when will I get my money back?

Accepted Answer

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.
In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

Question 9

How do I return an item purchased on LUMINISCENTS?

Accepted Answer

LUMINISCENTS offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
Please call our customer care no @ 8123826932 or email us at care@luminiscents.com mentioning your Order ID. Please also take a photograph / video of the product and email us for reference. We will pick up the products within 2-4 business days. We will initiate the refund or replacement process if the products is received by us is unused and undamaged.

Question 10

Under what conditions is the product NOT eligible for Returns?

Accepted Answer

Returns will not be accepted under the following conditions:
Product is used or altered
Product is damaged due to misuse/overuse
Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
If the request is initiated after 5 business days of order delivery

Question 11

What do I do if the product is received in damaged condition?

Accepted Answer

Please return the package to the delivery person in case the product/package is tampered with or damaged before delivery. In the unlikely event that any product you have ordered from us is not received in good condition, is damaged or defective please call our customer care @ 8123826932 or email us at care@luminiscents.com mentioning your Order ID. Please take a photograph or video of the damaged/defective product and email us for reference. A refund or a brand-new replacement will be issued to you at no additional cost for all valid complaints.
Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

Question 12

Can I return part of my order?

Accepted Answer

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

Question 13

What do I do if didn't receive the product but it is being shown as delivered?

Accepted Answer

In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within seven (7) days from the date of delivery confirmation from us to investigate.

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FAQ

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