A Note from Our Home to Yours
We are here to assist you with a touch of the same grace and care that goes into every one of our custom scents.
Whether you have a question about an order, need a recommendation for your next fragrance ritual, or simply wish to share how a scent has elevated your everyday, we welcome your note. We are a small, dedicated team and look forward to connecting with you!
Hours of Operation
Our dedicated customer care team operates during the following hours.
- Monday-Friday: 9:00 AM to 5:00 PM CST
- (Excluding weekends and US public holidays.)
Customer Care
The most direct route to our team is via the contact form below. We aim to respond to all inquiries within 1-2 business days. For urgent matters or questions regarding an existing order, please include your Order Number in the message.
Quick FAQs
Q: What is your typical shipping timeline?
A: We aim to process and ship all orders within 1–3 business days. Once shipped, domestic delivery typically takes an additional 3–5 business days, depending on your location. You will receive a tracking number via email once your order leaves our fulfillment center.
Q: What is your return and exchange policy?
A: If you are not completely satisfied with a product, we accept returns for an exchange or store credit within 14 days of delivery. Items must be unused, unopened, and in their original packaging. Due to the personal nature of our products, we unfortunately cannot accept returns on items that have been opened or used. Return shipping costs are the responsibility of the customer.
Q: What should I do if my order arrives damaged?
A: We take great care in packaging our delicate items. If your candle, room mist, or any other product arrives damaged, please contact our Customer Care team at faketeam@essenceandco.com within 48 hours of receipt. Please include your order number and clear photos of the damaged item and packaging so we can promptly arrange a replacement.
Q: Are the laundry products safe for sensitive skin?
A: Yes. Our Liquid Detergent and Scent Boosters are formulated to be gentle, using plant-derived surfactants and are dye-free, phosphate-free, and sulfate-free. The Scent Boosters utilize a 100% water-soluble mineral salt base that dissolves completely, ensuring no irritating residue is left on your fabrics after the rinse cycle.
Q: Can I use the detergent in a High Efficiency (HE) washing machine?
A: Yes, both the Liquid Detergent and Scent Booster are safe and highly effective for use in all machine types, including High Efficiency (HE) washers.
Q: Will the detergent damage delicate fabrics?
A: No. Our concentrated formula is gentle, pH-balanced, and free of harsh chemicals and optical brighteners. It is safe for most washable fabrics, including cotton, linen, durable synthetics, and your finest garments.
Q: How do I use the Scent Booster crystals?
A: Simply toss the desired amount of Scent Booster crystals directly into the drum before adding your clothing. The crystals will dissolve completely during the wash cycle, releasing their fragrance into the rinse water for a lasting scent.
Q: What is in your fragrance oils?
A: We use fine fragrance oils that are transparently sourced and crafted to strict “Clean Fragrance” standards. Our blends are Phthalate-free and Nitro-Musk free. We prioritize complex, elegant aromas without compromising on health and safety.
Q: Are your products tested on animals?
A: No. We are 100% cruelty-free. We never test our products or ingredients on animals, nor do we partner with suppliers who do.
Q: Are your candles all-natural?
A: Our candles are crafted using a blend of natural waxes (such as soy or coconut apricot wax) that ensure a clean, slow burn. We use 100% cotton or wood wicks that are lead-free. Our signature fragrances meet our Clean Fragrance standards.
Q: Are your products safe for sensitive skin?
A: Yes. Our brand is committed to “Clean” and “Soothing” ingredients. Our entire line—including all body and laundry products—is formulated to be gentle, pH-balanced, and free from common irritants such as Phthalates, Parabens, and harsh Sulfates (SLS/SLES).
Q: How should I burn my candle for the first time?
A: On the very first burn, allow the candle to burn long enough for the entire surface layer of wax to melt and reach the edges of the jar. This is called creating a “full melt pool” and prevents “tunneling,” ensuring an even burn for the life of the candle. This typically takes 2–3 hours.
Q: How often should I trim the wick?
A: Always trim the wick to 1/4 inch (6mm) before every single use. This is the most important step for proper candle care. Trimming the wick prevents excessive smoking and mushrooming, which helps keep the wax clean and the flame at an ideal, safe height.
Q: How long should I burn my candle at one time?
A: For optimal performance and safety, do not burn your candle for more than 4 hours at a time. Never leave a burning candle unattended, and stop use when only 1/2 inch of wax remains at the bottom of the jar.
Contact us
17626 Bulverde Rd, San Antonio, TX
78259, United States
Phone: +12345678900
Email: madeupteam@essenceandco.com
@ 2025
Essence & Co.
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