FAQs

Candle care and safety is very important to avoid any accidents, injuries/burns, and fires. please adhere to these rules for all candles, including ours:

Extinguish a candle if it smokes, flickers, or the flame becomes too high. These signs indicate that the candle is not burning properly and the flame isn't controlled. Let the candle cool, trim the wick, then check for drafts before re-lighting.

Also, burn your candle within sight, no longer that 4 hours at a time. Make sure that your candle is on a steady, heat-resistant surface to prevent damage to your furniture. Keep your candle away from flammable objects and away from any kids or pets who might knock it over.

For more candle tips, please click Refer to our here.

YES! We offer FREE shipping on all orders over $135 after discounts and promo codes. Currently, we only ship within Canada. In the future, hopefully, we will be able to cater to customers from other countries.

Learn more of our shipping policy here.

We process and ship orders from Bedford, Nova Scotia within 2-4 business days (Monday-Friday), excluding holidays. If you are ordering multiple pieces, your order will be shipped together unless indicated and a separate shipping fee has been paid.

To calculate the estimated date of delivery, add the processing time mentioned above to the shipping time. Kindly note that we will not be responsible for conditions beyond our control such as severe weather, service interruptions, etc. that can alter the date of delivery.

For more accurate information on when your package will arrive, refer to your tracking number. Please allow a few days for it to register.

For more information about our shipping and delivery policies, please click here.

We process your order as quickly as possible, so if you need to make an adjustment or cancel your order, send a request to support@lilyandellis.com right away.

Note that sending an email does not mean that your adjustment or cancellation is guaranteed to be processed. We will contact you as soon as we receive your email to let you know if we can accommodate your request. Unfortunately, orders that have been shipped cannot be cancelled.

All orders are shipped via Canada Post. If your tracking number says that your package has arrived but you haven't received anything, we suggest doing the following:

-Verify the shipping address on your order that it's correct Look for an attempted delivery notice slip.

-Double check your area in case it's stored in a hidden area Check to see if your neighbors or someone in your residence accepted it.

-Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving

lily + ellis is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at support@lilyandellis.com.

If for any reason you are not entirely satisfied with your purchase, we are here to help.

Returns and exchanges are accepted within 30 calendar days from the date you receive your order. To be eligible for a return or exchange, your item must be unused, in the same condition that you received it, and in its original packaging. The product must not be lit, scratched, labels removed, or altered in any way.

To initiate a return or exchange, please contact our us at support@lilyandellis.com, detailing your order number and the issue at hand. We will provide you with the necessary instructions and support to ensure a smooth process.

For more information on our return policy, click here.

Yikes, looks like you missed out! We try our best to keep our best selling items in stock, but sometimes, they just move too fast. Email us at support@lilyandellis.com. We will check if we can accommodate your request.

Oh no! We're so sorry - we know how much of a bummer this is. Although we inspect each item before and package them with care, damages or defects can happen during shipment.

If you find yourself in this situation, please contact us immediately at support@lilyandellis.com with your order number and photos of the damage. We'll have a look and let you know how we can fix it for you!

Please note we are unable to accept reclamations beyond 90 days pass the date you received your order and damages incurred from wear and tear or mishandling of the item.

You can create an account with us here.

You can also create an account during the checkout process. We recommend creating an account so you can view your order history and save your information for quick and easy checkout in the future.