Menu
Cart 0

Policies

All Candles

Burn only on a stable heat resistant surface. Keep from drafts. Do not burn candle when wax is less than ½ inch from bottom. For best results, burn candle for at least 1 hour at a time. Do not touch or move candle while burning, or if wax is hot. Never leave candle burning unattended. Keep out of reach of children. Failure to follow these directions may result In fire, injury, or smoke damage. Onyx Exchange is not responsible for damages caused by failure to follow these directions.

Does your candle appear cloudy? That means you have an all-natural soy wax candle. Soy wax goes through a natural crystallization process called "frosting," which creates a cloudy appearance on the candle over time. This process occurs more rapidly in extreme heat or cold. If you receive a candle that has "frosted", don't worry, it will not affect the way your candle will burn or throw scent.


Wine Bottle Candles

Our wine bottle candles may not necessarily be the exact color pictured on our website. Typical colors are green, olive, amber, clear and blue. We do not offer refunds or exchanges based on the glass color of your candle.


Custom Orders

A 50% non-refundable deposit is due before work starts on any custom orders. Custom orders are non-refundable, no exceptions.


Shipping

Our current shipping structure determines shipping costs by weight. Any order over $99 receives free ground shipping and can be applied to other discounts. We politely ask that customers do not use coupon codes on "Pick 3" and "Pick 5" items where a discount is already applied to the final price.

Since we are a green company our shipments are sent out in recycled boxes and packing materials. Please be aware that we do not spend extra money on fancy packaging and "extras", this not only saves you money on shipping costs - but also saves the environment.

All items are shipped USPS or FEDEX within 2 business days unless otherwise stated. If you need insurance or quicker shipping please contact us directly sales@shoptheonyx.com


Returns & Exchanges

If you receive an item that is broken we do offer replacements on a case by case basis but do reserve the right to not replace an item. If you receive a shipment and items are broken we will require photo proof emailed to sales@shoptheonyx.com within 10 days of shipment from our shop. After receiving the photo of the broken product we will respond within 2 business days about how we will handle the issue.

We do our best to describe the scent blends in the descriptions, in most cases letting you know exactly what is the product. We are sorry, but there are no refunds or exchanges because you did not like the scent of your product.


Wood Wick Candles

We have discontinued using wood wicks in our candles as of November 2015. However, you might have a "legacy" candle. If you've tried the steps listed below to resolve your wood wick candles, but are still having issues; please contact us to receive a free cotton wick replacement. We will honor replacements through June 2016.

Wood wick candles can give you more trouble when lighting then standard cotton wick candles, it's the trade off that comes with the benefits of a wood wick (which include longer burn times and better scent throw). Our supplier suggests when you light your candle that you light it at the corner the wick meets the wax. If your wood wick is giving you issues, stay persistent! It will stay lit, it just takes a few tries.