Frequently Asked Questions

Products

  • Are your candles safe? 
    Your peace of mind is our utmost priority. We select the finest materials, including high-quality waxes and carefully chosen 100% fragrance oils, to ensure the candles are safe, toxin-free, and cruelty-free. The wicks of the candles are also carefully straightened and trimmed by hand to ensure a clean burn.

  • How strong are the scents?
    The scents from the candles are designed to be released gradually, allowing the fragrance to build up over time rather than overwhelming the senses immediately. The scent throw is achieved after 30 minutes of burning. This makes them best suited in small to medium-sized rooms.

  • Are the candles recyclable or reusable?
    Our candles are designed with sustainability in mind. The containers are made from high-quality glazed glass that can be easily recycled. Simply remove any remaining wax and rinse out the jar for recycling or reusing.
    Our candle lids are crafted from natural beech wood, which can also be recycled or repurposed in a variety of ways, whether that is using them as saucers or decorative accents around your home. 

  • What are your candle burning tips to enjoy the best experience? 
    1. First burn:     Make sure your first burn last at least one hour, which will allow the top layer of wax to melt entirely. This ensures a full melt pool and prevents tunnelling.

    2. Wick trimming: After each burn, use a pair of scissors to trim the wick to 1/4” (6mm) This helps prevent excessive soot and ensure a steady, ash-free flame.

    3. Cool down: Extinguish the candle after 4 hours. Allow to cool before moving it or relighting. This prevents burns and ensures the wax solidifies properly. Stop burning when 2/5” (10mm) of wax remains at the bottom to ensure safety.

Orders

  • How can I check the status of my order? 
    You may view the order status on the account page.

  • Can I edit my order?
    We are unable to edit, add, or remove items once an order has been placed. If there is an issue with the order, please reach out to us within 24 hours at help@inner-serene.com and we will do our best to assist.

  • Do you include a printed receipt in the package?
    We understand some orders may be for gifting purposes; therefore, we do not include a printed receipt in the package. 

  • How do I place an order for gifting at events or other special occasions?
    We are happy to support any batch orders for special occasions or event gifting. Write to us to specify your request at sales@inner-serene.com We will provide guidance on completing your order.

  • Can I request special or personal customisations?
    We’d love to hear about how we can customise our products to satisfy your needs. Send us an email at sales@inner-serene.com

Payments

What forms of payment do you accept? 
We currently only accept Paypal. Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit cards or debit cards will be available very soon. 

Shipping

  • When does shipping start after I place my order?
    Once an order is placed, it will take 1-2 business days for order processing. Once processed, orders are shipped from any of our coordinating offices, including but not limited to Chino, CA, Shanghai, or Hong Kong.

  • How long does shipping take?
    For continental US, Alaska, Hawaii, and US Territories, only 2-3 day air is available at the moment. We are working on including more shipping options and will make available in early 2025.

  • Which countries do you ship your products?
    We currently only ship to Continental US, Alaska, Hawaii and US Territories. We are working hard to cover more countries in 2025. 

  • Where are your products shipped from?
    Our products are shipped from Chino, CA, Shanghai, or Hong Kong with our partnered international carriers.

  • Can I change my shipping address from my order?
    Once orders are placed, they are automatically linked to the carrier and therefore cannot be changed at our side. To change your shipping address, you would need to reach out to FedEx, UPS or USPS to make your request.

  • Suspected lost and stolen package?
    Once a package leaves our warehouse, we cannot be held accountable for lost, stolen or misdelivered packages. If you suspect your package has been lost, stolen, or misdelivered, please contact the carrier assigned to your order. If they are unable to assist, please email us at help@inner-serene.com and we will try our best to resolve it for you.

Returns & Exchanges

  • What is your return and exchange policy?
    All return and exchange requests must be submitted within 30 days of receiving the order. You may email us at help@inner-serene.com with your order number and receipt to request for return or exchange.
    Please note that we may only accept returns and exchanges if the package box is unopened, undamaged and in its original packaging.
    When your request is accepted, you will be sent detailed instructions on how and where to send your package. Items sent back to us without requesting a return first would not be accepted.

  • How long does it take to process a return?
    Once we receive your returned package, we will email you with a receipt of acknowledgement. After the receipt, please allow 5-7 business days (depending on your payment carrier) for your refund to be processed to your account.

  • What if my product is damaged during transit?
    If you suspect any part of your order is damaged or defective upon arrival, please email us at help@inner-serene.com with your order number and a photo and description of the damage. Please note that once the product is removed from its original protective packaging, we cannot be responsible due to potential mishandling.