Products & Usage
What is the difference between a candle warmer and a wax warmer?
A candle warmer lamp heats a scented jar candle from above without lighting the wick. Illumination and pluggable wax warmers use a removable dish to gently melt scented wax. Illumination warmers are decorative tabletop designs, while pluggable warmers connect directly to a wall outlet.
What size candle can I use with a candle warmer lamp?
Use a heat-safe jar candle that fits securely on the base and within the candle clearance listed on the product page. Adjustable models can accommodate several candle heights. Always remove the candle lid and center the jar beneath the lamp shade before turning it on.
Can I use any wax melts in your wax warmers?
Our wax warmers are designed for scented wax melts made for electric warmers. Add a small amount to the clean wax dish without overfilling it. Do not add water, fragrance oil, candle wax or other substances unless the product instructions specifically allow it.
What are your scented wax melts made from?
Our scented wax melts are made with soy wax and fragrance. The fragrance profile, net weight, piece count and other details are listed on each product page.
How do I control the fragrance intensity?
For candle warmer lamps and wax warmers with adjustable brightness, higher settings produce more heat and release fragrance more quickly. For wax warmers, fragrance intensity can also be adjusted by changing the amount of wax used. We recommend starting with a small amount and adding more if needed.
How long does the fragrance last?
Fragrance duration varies depending on the scent, amount of wax, warmer temperature, room size and frequency of use. When the melted wax no longer releases a noticeable fragrance, allow it to cool and replace it with fresh wax.
Can I leave my warmer on unattended?
No. Although our warmers release fragrance without an open flame, they are still electrical heating products. Place the warmer on a stable, heat-resistant surface and keep it away from water, flammable materials, children and pets. Turn it off and unplug it when it is not being monitored.
How do I clean a wax warmer?
Turn off and unplug the warmer, then allow the appliance and wax to cool. Carefully remove the cooled wax and wipe the removable dish with a soft cloth. Do not immerse the electrical base in water, and avoid sharp tools or abrasive cleaners that may damage the surface.
Are bulbs included, and how do I replace one?
The included components and required bulb specifications are listed on each product page. When replacing a bulb, use only the bulb type and wattage specified for that warmer. Turn off and unplug the product and allow the bulb to cool completely before replacing it.
Orders
Will I receive an order confirmation?
Yes. An order confirmation will be sent to the email address provided at checkout after your order has been successfully placed.
If you do not receive it, check your spam or junk folder and confirm that the email address entered at checkout was correct. You can also contact us at support@etherestudio.com.
Can I change or cancel my order?
Please contactsupport@etherestudio.comas soon as possible after placing your order. We will do our best to help, but changes and cancellations cannot be guaranteed once an order has entered processing or has been shipped.
Can I change my shipping address?
Contact us immediately if you notice an incorrect or incomplete shipping address. We may be able to update it if the order has not yet been processed.
Once the order has shipped, we cannot guarantee that the address can be changed. Customers are responsible for providing a complete and accurate delivery address at checkout.
How can I check my order status?
You can review your order confirmation and shipping confirmation emails for updates. Once the order ships, use the tracking link provided in the shipping confirmation email.
If you need additional assistance, contact support@etherestudio.com and include your order number.
What should I do if an item is missing from my order?
Check the shipping box and all internal packaging carefully. If an item or component is missing, contact us atsupport@etherestudio.comwith your order number and photographs of the products and packaging you received.
What should I do if I receive the wrong product?
Contact us promptly atsupport@etherestudio.comwith your order number and clear photographs of the product, packaging and shipping label. We will review the issue and help arrange an appropriate resolution.
Payment
What payment methods do you accept?
Available payment methods are displayed at checkout. Payment options may vary depending on your location, device and selected checkout method.
When will I be charged for my order?
Payment is submitted when you complete your order at checkout. Depending on your bank or payment provider, a pending authorization may appear before the payment is fully processed.
Is my payment information secure?
Payments are processed through the secure payment methods available at checkout. Ethere Studio does not recommend sending credit card numbers or other sensitive payment information by email.
Why was my payment declined?
A payment may be declined because of incorrect billing information, insufficient funds, bank security controls or restrictions placed by the payment provider.
Check that your card number, billing address, expiration date and security code are correct. If the problem continues, contact your bank or try another payment method.
When will sales tax be added?
Any applicable sales tax will be calculated and displayed during checkout based on the order and delivery destination.
How do I use a discount code?
Enter your discount code in the designated field during checkout and select Apply before completing payment. Confirm that the discount appears in the order summary.
Discount codes may be subject to expiration dates, product restrictions, minimum-order requirements and other conditions. Unless otherwise stated, multiple discount codes may not be combined.
Shipping
What shipping options do you offer?
We currently offer Standard Shipping and Express Shipping.
- Standard Shipping 15–20 business days
- Express Shipping 8–14 business days
- Free Shipping on orders over $69
Available shipping options will be displayed at checkout based on the delivery address.
How do I qualify for free shipping?
Orders over $69 qualify for free Standard Shipping. The checkout page will automatically show whether your order has met the free-shipping requirement.
Free shipping applies to Standard Shipping only. Express Shipping remains $16.99.
When does the estimated delivery time begin?
Estimated delivery times begin after the order has been processed and dispatched. Business days do not include weekends or public holidays.
Delivery estimates are not guaranteed and may be affected by carrier delays, weather, customs processing, public holidays or peak shopping periods.
How can I track my order?
Once your order has shipped, we will send you a shipping confirmation email containing the available tracking information. Please allow some time for the carrier to scan the package and activate tracking updates.
What should I do if my package is delayed?
Check the tracking link in your shipping confirmation email for the latest carrier update. If the package has not moved for an extended period or has passed the estimated delivery window, contactsupport@etherestudio.comwith your order number and tracking information.
What if tracking says delivered but I cannot find my package?
Please check around the delivery location, with other members of your household, neighbors, building management and the shipping carrier.
If the package still cannot be located, contact us at support@etherestudio.com with your order number and tracking information so we can assist you.
How are fragile products packaged?
Candle warmers and wax warmers may contain glass, ceramic or other delicate components. We use protective packaging to help keep each product secure during transit.
If your order arrives damaged, do not use the product. Contact us promptly with photographs of the item, packaging and shipping label.
Returns & Customer Care
What is your return policy?
We offer a 14-day return policy. You have 14 days from the date your order is delivered to request a return.
Eligible products must be unused, unaltered and returned with their original packaging, instructions, components and accessories. Scented wax melts must be unopened and unused.
Contact support@etherestudio.com before sending a return. Products returned without prior authorization will not be accepted.
Who pays for return shipping?
Customers are responsible for return shipping costs when returning an eligible product because of a change of mind or personal preference.
If we confirm that the product arrived defective, damaged or incorrect, we will cover the reasonable return shipping cost or provide a prepaid return label where applicable.
Can I return opened wax melts?
No. For product quality and safety reasons, wax melts that have been opened, used, melted, warmed, broken, sampled or removed from sealed inner packaging cannot be returned unless they arrived damaged, defective or incorrect.
Personal fragrance preference is not considered a product defect.
Can I return a candle warmer or wax warmer after using it?
Warmers must be returned unused and with their original packaging and all accompanying components. We cannot accept products showing wax residue, fragrance residue, heat marks, scratches, stains, altered wiring, missing components or other signs of use.
Do you offer exchanges?
We do not currently process direct exchanges. The fastest way to receive a different product is to request a return for the original item and place a separate order after the return has been accepted.
What should I do if my order arrives damaged or defective?
Do not use a damaged electrical product. Contact support@etherestudio.com promptly and include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the shipping box and internal packaging
- A photograph of the shipping label
We will review the information and arrange an appropriate replacement, refund or other resolution.
How long will my refund take?
We will notify you after receiving and inspecting your return. If approved, the refund will be issued to your original payment method within 10 business days.
Your bank or payment provider may require additional time to process and post the refund. If more than 15 business days have passed since we approved your refund, contact support@etherestudio.com.
Still Have Questions?
Our Customer Care team is happy to help. Contact us at support@etherestudio.com.