Frequently Asked Questions

Orders and Shipping

Where does Earth & Essence ship orders from and to?

Orders are fulfilled from India and ship to serviceable pincodes shown at checkout based on partnered courier coverage via the e‑commerce platform's integrations.

When will an order ship and how long will delivery take?

Dispatch and delivery estimates are shown at checkout and in the order confirmation; timelines may vary by pincode, courier capacity, and peak seasons.

How is order tracking shared after purchase?

A tracking link is sent once the shipment is handed to the courier, and the status can also be viewed in the account area or via the confirmation email/SMS from the platform's logistics partner.

What should be done if a parcel arrives visibly damaged?

Please report transit damage promptly with photos or an unboxing video so support can assist per the Returns & Exchanges policy and the courier's claims window.

Returns and Exchanges

What is the return/exchange policy for D2C orders?

Returns or exchanges are supported for incorrect or transit‑damaged items in line with the brand's sustainability ethos; eligibility and timelines are defined on the Returns & Exchanges page to keep processes fair and waste‑conscious.

How is a return or exchange initiated?

Submit a request via the contact form or support email with the order number and photos/video so the team can verify eligibility and arrange a resolution promptly.

When are refunds issued after a return?

Refunds are processed after quality inspection of the returned item to the original payment method, subject to payment gateway timelines stated in the policy.

Product and Care

What are essential candle safety rules?

Always burn within sight, keep away from children, pets and combustibles. Follow the cautionary label on each candle per industry fire‑safety standards and best practices.

How can candle soot be minimised?

Trim the wick to about 1/4 inch before each burn, avoid drafts, and keep the wax pool free of debris to promote a proper flame and cleaner burn. Cover with lid post burn to avoid debris or dust post usage.

How should the wick be trimmed for best performance?

Before lighting, trim the wick to roughly 1/4 inch to help ensure even melting, reduce flicker, and limit excess smoke, as per established care guidance.

Are there general burn‑time precautions for jar candles?

Follow the on‑pack cautionary label, keep the candle on a stable surface or use the lid as a heat‑safe surface away from drafts, and never burn a candle down to the very bottom for safety. Avoid burning the candle when 5mm wax is left in the jar.

How often should diffuser reeds be flipped for consistent scent?

Flip reeds about every 1–2 weeks, adjusting for room size and airflow, and replace reeds periodically to maintain effective diffusion and fragrance throw.

Fragrance and Ingredients

What materials are used in Earth & Essence products?

The collection includes premium candles and sustainable & high grade environment friendly reed diffusers formulated with quality fragrance materials and appropriate bases, with ingredient details listed on each product page.

Are scented products safe when used as directed?

Well‑made candles and diffusers are safe when used according to the cautionary label and care instructions; proper wick length and placement help ensure a clean, safe experience.

Gifting and Corporate

Is gift wrapping or a handwritten note available?

Gift‑ready options such as curated sets and personalised notes are supported during select launches and festive periods; availability is shown on product pages or at checkout.

Do you offer corporate or event gifting and bulk orders?

Yes—bespoke scenting, event gifting, and corporate programs are available; share quantity, timelines, and customization needs for a tailored proposal.

What lead time is typical for custom or bulk orders?

Lead time depends on volume, packaging, and customization; the team will confirm production and logistics timelines once the brief is reviewed.

Payments and Accounts

What payment methods are supported at checkout?

Popular digital payment options provided by the e‑commerce platform and integrated gateways are available, with exact methods shown at checkout based on region.

Is an account required to place an order?

Account creation is optional but recommended for faster checkout, saved addresses, and easy access to order history and tracking.

Sustainability and Packaging

How does Earth & Essence approach sustainability?

The brand emphasizes responsible sourcing, mindful production, and waste‑aware policies that balance customer delight with long‑term environmental and business health.

What packaging practices are used?

Packaging is designed to be premium yet considered, with a focus on durability for safe transit and reductions in unnecessary materials wherever feasible.

Can jars or vessels be repurposed?

Yes—once fully used and cleaned per care guidance, vessels can be repurposed for storage, planters, or other creative uses as part of a sustainable lifestyle.

Customer Delight

How can support be contacted for order or product questions?

Reach the team via the website contact form or the listed support email powered by the brand's workspace tools; include order details for a faster response.