FAQ
Frequently Asked Questions
1. What products do you sell?
We offer scented soy candles designed to create a warm, relaxing atmosphere at home. Product details, fragrance notes, sizes, and materials are listed on each product page.
2. How do I place an order?
Select your preferred product and quantity, click Add to Cart, and proceed to checkout. Enter your shipping and payment information, then review your order before completing payment.
A confirmation email will be sent after your order has been successfully placed.
3. How long does order processing take?
Orders are generally processed within 3–5 business days after payment is confirmed.
Orders are not normally processed on weekends or public holidays. Processing may take slightly longer during sales or periods of high demand.
4. How long will delivery take?
Orders shipped to the United States are generally delivered within:
10–20 business days after dispatch
Delivery times are estimates and may be affected by customs inspections, carrier delays, severe weather, public holidays, or an incorrect shipping address.
5. How can I track my order?
Once your order has shipped, we will send you a shipping confirmation email containing available tracking information.
Tracking may take several business days to update after the parcel has been handed to the carrier.
6. Why hasn’t my tracking information updated?
Tracking updates may be delayed while the parcel is being transferred between carriers, processed through customs, or moving between logistics facilities.
If tracking has not updated for an extended period, please email service@coastalret.com with your order number.
7. Can I change or cancel my order?
Please contact us as soon as possible after placing your order.
We may be able to change or cancel an order before fulfillment begins. Once the order has been processed or shipped, it cannot normally be changed or cancelled.
8. Can I change my shipping address?
If you entered an incorrect address, contact service@coastalret.com immediately.
We cannot guarantee that an address can be changed after an order has entered processing or has been shipped. Customers are responsible for providing a complete and accurate delivery address.
9. What should I do if my order arrives damaged or incorrect?
Please contact us within 7 calendar days of delivery and provide:
- Your order number
- A description of the issue
- Clear photos or videos of the item
- Photos of the shipping packaging and label
After verification, we may provide a replacement, partial refund, or full refund, depending on the circumstances.
10. What is your return policy?
You may request a return within 7 calendar days after confirmed delivery.
To qualify for a return, the candle must be unused, unburned, in its original condition, and returned with its original packaging and proof of purchase.
Used or burned candles cannot normally be returned unless they arrived damaged or defective.
Please email service@coastalret.com before returning any product. Returns sent without authorization may not be accepted.
11. Who pays for return shipping?
If the return is caused by a verified defect, shipping damage, or our fulfillment error, we will cover the approved return or replacement costs.
For returns caused by personal preference or a change of mind, the customer is responsible for return shipping costs.
12. How long does a refund take?
After an approved return is received and inspected, the refund will be issued to the original payment method.
Depending on your bank or payment provider, the refund may take approximately 5–10 business days to appear in your account.
13. Will the candle scent be exactly as I imagined?
Fragrance perception varies from person to person and may also be affected by room size, airflow, temperature, and other scents in the environment.
Please review the fragrance notes on the product page before ordering.
14. How should I safely use my candle?
For safe and even burning:
- Trim the wick to approximately 1/4 inch before each use
- Place the candle on a stable, heat-resistant surface
- Keep it away from children, pets, drafts, and flammable materials
- Never leave a burning candle unattended
- Do not burn the candle for more than four hours at a time
- Stop using it if the glass becomes cracked or damaged
15. Do you ship internationally?
Available shipping destinations will be displayed at checkout. International orders may be subject to customs duties, taxes, or import fees charged by the destination country.
Unless otherwise stated at checkout, these charges are the customer’s responsibility.
16. Will items in the same order arrive together?
Most orders are shipped together. However, items may occasionally be sent in separate parcels due to fulfillment arrangements.
If an order is divided into multiple shipments, you will not be charged additional shipping fees beyond those shown at checkout.
17. What payment methods do you accept?
Available payment methods will be displayed securely at checkout. Payment options may vary depending on your country or region.
18. How can I contact customer support?
Please email:
Customer support hours:
Monday–Friday, 9:00 AM–6:00 PM (China Standard Time, UTC+8)
We normally respond within 1–2 business days. Please include your order number when contacting us about an existing order.