FREQUENTLY ASKED QUESTIONS
Here are the answers to some of the questions we get asked most often. If you have others, please email us and we’ll get back to you. We want to continue to spread the luv!
Are luv & light products sold directly?
Yes. If you are in the Atlanta area and would like to arrange a direct sale/pick up, please email us and well will try to make arrangements.
*Please note, we currently have a limited delivery area and a small fee may apply depending on travel.
**Please be aware: Due to COVID-19 concerns, delivery will be contact-less. Items will be left in mailbox or front porch, or other designated area.
How often do you restock?
We aim to restock every week, but restock dates vary depending on product availability.
How can I find out about restocks?
Restock information will always be posted on our website as it becomes available. If you have an account with us, you can request to be notified when an item is back in stock.
How many items can I buy in one purchase?
Can I buy both lip gloss and candles in the same order?
Orders are limited to 12 units of luxe candle lights and 15 wax melts per person. More than this amount is considered a large order. Please email us to place a large order request.
I placed an order. When will my package arrive?
Our top priority is the health and safety of our employees and customers, so we completely redesigned our production and fulfillment center to comply with state recommended social distancing and PPE guidelines.
What does this mean for you?
Processing times may be delayed. Generally processing times are within 3-5 business days* although currently those times vary due to the issues relating to COVID-19 and government orders and the impact to our business. Processing times may also be extended during holidays, launches/re-stocks, limited edition releases and promotions.
We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.
You can cancel for a full refund. We have updated our return policy so you can cancel any unshipped order at any time for a full refund.
We appreciate your patience and understanding as we work through this together.
Thank you so much for your support!
*Please understand that business days do not include weekends or holidays such as New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas
What method is used for shipping?
All packages are shipped via USPS. There are options for both First Class and Priority Shipping.
How can I get in touch with your customer service team?
For customer service inquiries only, please E-mail email@example.com
I emailed your customer service team. When should I expect a response?
We aim to respond to all E-mails within 48 hours. Please note that this time frame may be extended during and immediately after launches.
Do you offer returns?
All Sales Are Final* We do not accept returns, exchanges or refunds.
Please note, luv & light reserves the right to refuse all returns. For more information on this, please see our Return Policy.
In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing products within 14 days of receipt of the package. Customer must provide photos of the issue, including packing slip.
Please be aware, this does not apply to melted product.
There are additional options for shipping candles in higher temperatures. For more information on this, please see our Shipping Policy.
I am an international customer (outside USA.) Do I have to pay customs and taxes?
All packages are shipped via USPS. Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by luv & light.
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States.
Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
I have not received my order confirmation, what should I do?
Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation E-mail after 24 hours, please contact us at info@luvandlightluxe with your inquiry.
Do I need to set up an account to place an order?
No, but by setting up an account, you become a Luv & Light VIP member and have access to order and shipping information. You will also be added to our email list for exclusive updates and exclusive sales and discounts in the future.
Do you ever do giveaways?
Yes, we run official giveaways seasonally and for special occasions. Make sure to subscribe to our email list to be included! You can also follow us on Instagram for exclusive specials just for our followers. Also, make sure to like and follow us on Facebook for sales and discounts specific to our Facebook community.
Can I change my order once I've placed it?
No, once you place an order it is final.
Do you offer discounts and promotion?
Yes from time to time we offer discounts and promotions. Sign up for our email to receive news on special offers. You can also follow us on Instagram for exclusive specials just for our followers. Also, make sure to like and follow us on Facebook for sales and discounts specific to our Facebook community. We also have a Pinterest page where we feature all kinds of ways for you to spread luv and light and occasionally sneak in a discount code or two.
Can I use a discount code?
All discount codes used on orders are subject to be used at discretion of luv & light. Unauthorized usage of discount codes may result in a charge-back to your account or a temporary hold or delay in processing of an order.
How does luv & light test its products for safety and efficacy?
We run burn tests for our candles.
Our product batches are randomly tested for quality, safety and efficiency.
Please remember that candles can be dangerous! Always keep and eye on any open flames or candles warmers. Always burn within sight. Never burn near flammable items. Keep away from drafts, children, and pets. Remove packaging before burning. Burn for no longer than 4 hours at a time. Keep wick centered and trimmed to 1/4”. Discontinue use when 1/2” of wax remains to prevent heat damage. Never leave a burning candle unattended.
What forms of payment do you accept?
We have a number of ways you can pay. We accept most major credit cards. We also accept PayPal, Apple Pay and Google Pay.
For direct sales we accept CashApp, Venmo, and PayPal. At Pop Up Events and Farmer's Markets will do accept limited cash payments. *
*Keep in mind, there is currently a national coin shortage and this may affect change or cash back for cash payments.
How do I track my order?
Upon completion of the sale, you will be emailed a confirmation complete with tracking information.
Do you offer Gift Cards?
Yes! We want to make it easy for you to send luv and light to anyone, for any occasion. Click here to be redirected to our Gift Card product page.