Santorini Refill for Pura

• Never leave a burning candle unattended. Extinguish all candles when you leave a room or before going to sleep.

• Trim the wick to ¼ inch each time before lighting. This helps prevent the flame from getting too large.

• Follow the 2 foot rule - don't place a burning candle near clothing, books, curtains or anything flammable.

• Keep lit candles away from drafts, ceiling fans and any air currents.

• Place candle holders on a stable, heat-resistant surface that is sturdy and large enough to catch any melted wax.

• Extinguish a candle if the flame gets too close to the candle holder or container.

• Place burning candles at least 3 inches apart from one another.

• A burning candle should not be used as a nightlight.

• A candle should not be burned for more than four hours at a time.

• Don’t burn a candle all the way down. For a margin of safety, discontinue burning a candle when 1/2 inch of wax remains in the container.

PROCESSING

Most orders are packed and shipped within 1-3 business days, excluding weekends and holidays. Please allow for additional processing time around major sales or during holidays.

DOMESTIC SHIPPING

We offer FREE STANDARD SHIPPING on all orders over $75.

Local Same-or-Next Day Delivery is available for most zip codes in Brooklyn and Manhattan for a flat-rate of $9.95. If your zip code is eligible, this option will appear at checkout, or you can review a list of zip codes here.*

You will receive tracking information when your order has been processed. Please allow 48 hours for tracking to update.

*Local Delivery is not available during certain high-volume periods. We cannot ship orders via Local Delivery if they are over 15 lbs. If your order exceeds 15 lbs, we will refund you the Local Delivery fee and ship via our standard ground methods.

DOMESTIC TRANSIT TIME

Transit time does not include processing time (see above).

• Standard Shipping: 1-5 business days*
• Express Shipping: 1-2 business days*
• Local Delivery: same day for orders placed before 11 AM EST, next day for orders placed after 11 AM EST (not including weekends or holidays)

*Please allow extra time for orders shipping to Alaska, Hawaii, APO/FPO destinations, and other U.S. territories.

INTERNATIONAL SHIPPING

We ship international orders via UPS Worldwide Economy Service. Applicable duties and taxes are included with the shipping rate shown at checkout. We are not responsible for any additional fees due to your local mail carrier or government.

INTERNATIONAL TRANSIT TIME

Transit time does not include processing time (see above). Most orders should arrive within 7-10 business days of being shipped.

FREQUENTLY ASKED QUESTIONS

Why won’t my tracking information update?

Because of the overwhelming amount of packages at shipping facilities this time of year, it is taking longer to get every package scanned at each point in the transit process. Please reach out directly to the carrier if you are having an issue with your tracking information.

*We at Brooklyn Candle Studio do not have any additional information other than what is already provided via the tracking information.

I think my package is lost - what do I do?

If your package has been marked delivered for more than 14 days, we recommend you reach our directly to the carrier for more information.

Can I change the shipping address on my order?

If you have not already received tracking information, there is a chance we can change your shipping address. Please reach out to support@brooklyncandlestudio.com for more information. If your package is already in transit, you will need to contact the carrier to help with rerouting your package.

Can I change the products or scents in my order?

If you have not already received tracking information, please reach out to support@brooklyncandlestudio.com for more help.

Can I cancel my order/get a refund?

Yes! We understand that circumstances can change. If you have not received tracking information, please reach out to support@brooklyncandlestudio.com for a refund. Refunds will take 3 to 10 business days to process, depending on your financial institution.

When will [product] be back in stock?

Soon! Please sign up for email notifications to learn when your favorite scents are back!

I got the wrong product in my order - what do I do?

We are so sorry about this! Please reach out to support@brooklyncandlestudio.com so we can facilitate getting you the correct items. Please note, some items may be out of stock. In this case, we will refund you the cost of the item you were supposed to receive. Please feel free to keep the other candles! No returns are necessary at this time.

In the case of international orders, we will refund you the cost of the incorrect item. Photo proof is required.

One of my products arrived damaged - what do I do?

We are so sorry about this! If you purchased package protection, please reach out to us directly at support@brooklyncandlestudio.com within 7 days of delivery so we can process a replacement order.

In the case of international orders, we will refund you the cost of the damaged item. Photo proof is required.

My discount code didn't work! Or I forgot to put in my discount code!

Please email us at support@brooklyncandlestudio.com to let us know your order number and we can get this fixed for you. Orders placed outside any given promotional window are not eligible for a price adjustment.

Are you shipping wholesale orders?

Yes! Please reach out to wholesale@brooklyncandlestudio.com for more information.

REFUNDS + EXCHANGES

At Brooklyn Candle Studio, all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles, reed diffusers, and room mists cannot be returned or refunded.

FOR ONLINE ORDERS:
We will replace or refund products damaged during shipment if photographic proof of damage is submitted to Brooklyn Candle Studio within 7 days of delivery.

You may return your unused products for a full refund of your purchase price, less shipping and handling, within 14 days of delivery. The customer is responsible for paying return shipping charges. Please contact us at support@brooklyncandlestudio.com for further details. 

FOR IN STORE ORDERS:
Items purchased at our pop-up can be exchanged or returned for a full refund. Items purchased in store must be returned in store. Items must be unused and in its original packaging. Receipt or order confirmation is required. Refunds will go back to the original method of payment. Returns/exchanges not accepted after December 31, 2024.