Frequently Asked Questions

Products

How often should I be trimming my wicks?

For best results it is recommended to trim wicks before each use.

What are our candles made of?

We use a natural soy/coconut wax blend, phthalate free fragrance oils and organic cotton wicks.

My candle wax has some seperation after cooling

Due to the size and natural extremities of the candle it is normal to have some separation after cooling. We do not use any harsh chemicals or paraffin based wax to make it look artifical. This will not affect the integrity of the candle.

If your candle has a more than normal amount of seperation or is cooling strange please contact us.

Do you ship international?

At the moment we're only shipping within the United States.

How do I find the best scent for my needs?

We offer sample trios of our best sellers! We recommend trying the sample set if you're hesitant on the scent. We also offer an unscented option for those who may be sensitive to fragrances.

How long can I burn my candles for?

Our candles can be burned up to several hours a day. We recommend your first burn to be 5 hours or more so that it burns evenly through and sets the stage for the remainder of the candle.

If burning for several hours, please do not leave it alone. With any candle, you should be extinguishing the flame if you are not home or within visible eyesight of it.

Can I re-purpose my candle vessel after its use?

Definetely! Many people will use their vessel for flower arrangements or other creative ideas. We recommend cleaning the vase with hot water, soap, or a heat gun before its next use.

I lost my candle care card? How do I properly take care of my candle(s)?

1. Trim the wicks before every burn
2. Never leave your burning candle unattended
3. "Power burns" for more than 5 hours may be required to maintain an even melt
4. When burning the first time, allow the candle to reach the edges completely to avoid tunneling
5. Keep away from children and pets
6. Keep away from things that can catch fire

7. It is recommended to use a snuffer when extinguishing the flame.

Customer Support & Returns

What are our shipping times?

Shipping times vary based on product, inventory, and time of year. Shipping estimates at checkout are from ship date.

I'm interested in carrying BAL in our store?

We now offer 30% off when you order 8 or more candles or 40% off when you order 16 or more. You can do this directly on our website with discounts applied at checkout. With regards to tax ID numbers please email that to contact@bigassluxuries.com

What is your return policy?

We want everyone to be happy with your purchase. If you are unsatisfied with your product(s) or if it is damaged please email contact@bigassluxuries.com within 7 days of receiving and we will send you a return label.

If your order arrives damaged or cracked we will replace it within 90 days.

Sample Trio sets are FINAL SALE.

Customer's are responsible for shipping costs and will be deducted from total refund once candle has been properly returned.


Candles that have already been lit will not be accepted for returns.

Please keep all original packaging if you plan on making a return.

It is the customers responsibility to ensure returns arrive safely. Broken or damaged candles will not be accepted.

Why have I not received my refund?

Please allow up to 2 weeks for a refund to return to your original form of payment. Please contact us if you have not received it by then.

What happens if my candle is damaged or defective or items was lost in transit?

If glass is broken, DO NOT BURN! If damaged or defective please send pictures to contact@bigassluxuries.com to have it replaced.

If you're missing a product or it's been lost in transit please send us an email to contact@bigassluxuries.com

Do you offer local pick up?

We offer local pick ups from our warehouse, BY APPOINTMENT ONLY. If you're local to the DFW area you're able to select local pick up at checkout. Once your order is ready you will be sent an appointment link to schedule your pick up. We cannot guarentee walk in pick ups.

I'm interested in doing a collaboration or partnership with BAL

Please email chloe@bigassluxuries.com