Good to know
Ordering, pickup & shipping
How a custom order works from deposit to handoff.
Custom labels
- Each customized order includes two initial label proposals based on your information, colors and theme. You choose one.
- If neither one works, a third and final proposal is available.
- You must approve the spelling, names, dates, event and all information before printing.
- After approval and printing, replacement labels incur a reprinting charge. Candles by Lene is not responsible for errors provided by the customer and approved by the customer.
Production times
- Regular production takes a minimum of 3–4 weeks, depending on the product, quantity and customization.
- For orders over 75 pieces we recommend 5–8 weeks.
- Rush orders are accepted only subject to availability of pieces, quantity and fragrances, and add 10% to the total. Acceptance is never guaranteed.
Payments and cancellations
- A 50% nonrefundable deposit confirms and schedules a custom order.
- The remaining 50% must be paid in full before pickup or shipping.
- The deposit is nonrefundable because materials are purchased and reserved for you, and personalized work begins once the order is confirmed.
- Accepted methods: Zelle and cash. Card payment through Stripe will be accepted once it is actually connected.
Changes to an order
- Color, fragrance, label or customization changes are only possible before production begins.
- No modifications are possible once production starts.
- Additional charges may apply if materials or printed or custom components must be replaced.
- If your event date changes, contact us promptly. The new date is subject to availability, and replacement or reprinting charges apply if customized components have already been made or printed.
Pickup
- Pickup is in Channelview, Texas, for confirmed orders only.
- Thursday and Friday, 11:00 a.m. to 6:00 p.m.
- The exact address and details are sent to you privately when your order is ready.
- There is no home delivery.
Shipping
- Centerpieces are workshop pickup only. Floral candles, arrangements and centerpieces cannot be shipped.
- Eligible, safe-to-pack products ship within the United States.
- Shipping is charged separately and is calculated after the finished order is packed, weighed and measured, based on weight, dimensions and destination.
- Shipping must be paid before dispatch.
When your order is finished
- You are notified when the order is finished, along with the balance due.
- For pickup: the full balance is paid before handoff.
- For shipping: once the product balance is paid the order is packed, then shipping is calculated, and shipping is paid before dispatch.
Storage after your order is ready
- You have 7 calendar days from the ready notice to pay the balance and collect your order.
- After 7 days, a storage charge of $10 per additional week applies.
- After 30 days without pickup or a prior agreement, the order is considered abandoned, and deposits, payments and related charges are nonrefundable.
Questions about your order? Message us and Lene will reply personally.