Frequently Asked Questions

BELOW YOU CAN FIND A LIST OF THE MOST COMMON QUESTIONS OUR CUSTOMERS ASK BEFORE AND AFTER THE PURCHASE.

How long does shipping take?

Shipping policy

PROCESSING TIME:

The time I need to prepare an order for shipping varies. In most circumstances I will be able to ship out orders within 2-3 business days. I will let you know if more time is needed.

 

SHIPPING TIMES:

North America: 5-7 business days after 48-72 hour processing time.

I'll do my best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on the postal service. Once the package is scanned by the post office I have no control over how long the package will take to arrive. I am not liable or responsible for any delays, re-routes, or failed deliveries of your package. 

However, I always want to make sure you receive the order that you paid for so please contact me at hellosevencontinents@gmail.com if you ever have any concerns with the status of your order.

 

 

CUSTOMS AND IMPORT TAXES:

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

 

What forms of payment do you accept?

We accept all major credit cards as well as PayPal - we do not accept cash, check, Venmo, Bitcoin, or money orders on the website. In person at fairs and festivals, we do accept all major credit cards, Venmo, Paypal, and Tap To Pay (apple/google pay).

How can I return or exchange my order?

 

Return Policy

We want you to love what arrives at your door. If something isn't quite right, we're here to help.

Return Window

You may return eligible items within 30 days of delivery for a refund or exchange. To be eligible, items must be unused, in their original packaging, and in resellable condition.

For our scented products specifically, this means:

  • Candles: unburned, with the wick untrimmed and no signs of melting
  • Wax melts: unmelted, with packaging unopened
  • Diffusers: unopened, with the seal intact
  • All other products: unused and in original packaging

For safety and hygiene reasons, candles that have been lit, wax melts that have been used, and diffusers that have been opened are not eligible for return unless they are defective or damaged.

Final Sale Items

The following items are final sale and cannot be returned or exchanged:

  • Sale, clearance, or discounted items
  • Limited edition or seasonal collections marked "Final Sale"
  • Gift cards
  • Custom or personalized orders

How to Start a Return

  1. Email us at hellosevencontinents@gmail.com with your order number and the reason for your return.
  2. We'll respond within 4 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Securely package your item in its original packaging, write the RMA number clearly on the outside of the box, and ship it to: Seven Continents LLC Attn: Returns 3 Armstrong Road, #1116 Shelton, CT 06484 USA

Returns received without an RMA number may be delayed or refused.

Return Shipping

Customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping method, as we cannot be responsible for items lost or damaged in transit. Original shipping charges are non-refundable.

Refunds

Once your return arrives, please allow up to 7 business days for us to inspect the item and process your refund. If the item meets our return conditions, your refund will be issued to the original payment method. You'll receive an email confirmation as soon as your refund has been processed. Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to appear on your statement.

If a returned item does not meet our return conditions, we will contact you before issuing a partial refund or returning the item to you.

Exchanges

If you'd like to exchange an item for a different scent or product, please note this in your initial return request. We'll process your exchange once your original item is received and approved. If there is a price difference, we'll either refund the difference or send a payment link for the balance.

Defective or Damaged Items

We pour every product by hand and inspect each one before it ships, but if your order arrives damaged or defective, we want to make it right. Please email hellosevencontinents@gmail.com within 7 days of delivery with:

  • Your order number
  • A photo of the damaged or defective item
  • A photo of the shipping packaging (if damaged in transit)

We'll arrange a replacement or full refund (including shipping) at no cost to you.

International Returns

International orders may be returned under the same policy, but customers are responsible for return shipping, duties, and any customs fees. Original shipping charges and duties paid are non-refundable.

Questions

We're a small team and we read every email. If you have any questions about your order or our return policy, please reach out:

hellosevencontinents@gmail.com

My candle or product arrived a little yellow

Candles and products that contain citrus or vanilla fragrance oils may have a more yellowy appearance based on the ingredients from the fragrance oil but the product is 100% okay!

What ingredients and materials do you use?

Our Wax

Our soy wax is free from gluten, toxins, paraffin, parabens, and phthalates, and is derived from renewable sources. Made from soybeans grown in the American Midwest, it is non-toxic, renewable, and produced mindfully.

Our Wicks

We exclusively use cotton and paper wicks, crafted from biodegradable, plant-based fibers that ensure a consistent burn with minimal black smoke. Our wicks are also zinc-free.

Our Fragrances

All of our fragrances are vegan and cruelty-free, containing no carcinogens, mutagens, reproductive toxins, organ toxins, or acute toxins. Most fragrances comply with California Proposition 65 standards. They are free from parabens and phthalates and meet the stringent requirements set by IFRA and RIFM.

Our Vessels

We take pride in sourcing only the highest-quality glass candle vessels that are simple, timeless, and easy to repurpose around your home. the candle jars are food-grade, heat-resistant, shatterproof, and explosion-proof, featuring a wood lid. They are also dishwasher and microwave safe (without the lid). Spray bottles can be cleaned with simple soap and water and reused. The diffusers can also be reused.

I try to use all natural materials when possible, including in shipping. The only plastic I use is minimal, and I reuse plastic bubble wrap when I can.