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Policies

Payment

We accept Paypal payments, which in turn can accept Visa, Mastercard, Discover & American Express. No Paypal account is required to process your payment. We also accept direct credit card payments through Shopify. No credit card information will ever be stored on this website. Payments are due at time of purchase.

Shipping

We try our best to ship items within 2 business day as long as they are in stock. Within 5 business days if they are not in stock. Your items will ship to the address you provided us, with the shipping method you choose at checkout. If there are any problems with the address or shipping method we will call you to correct any problems. We will contact you to make arrangements for local pickup options. See more details in the Terms section below.

We currently ship to all 50 states in the US. All orders are shipped via USPS and UPS.

Orders Not Received

If you have not received your items, please contact USPS with your tracking number to inquire where your package is. Once your package has left our shop, we are not responsible for it. We are also not responsible for any damages to products incurred during transit. We ensure that all fragile items are packed securely. Should damage occur to your package, please contact us so we may help you resolve the problem quickly.

Please Note: Candles, melts & other wax products are sensitive to heat and may melt slightly during the shipping process, or you may notice ‘sweating’ on the top of your product. This is normal will not affect the overall product in any way.

Items Missing

Our orders are checked thoroughly when we package items for shipping. Please unpack everything and search inside the box (and among all packing materials such as peanuts) before contacting us about a missing item. 

Order Cancellations

If you need to cancel an order, please contact us immediately. Due to the nature of our custom orders, they are not re-sellable once they are made. After 24 hours we can no longer accept cancelations.

Returns/Refunds

We do not accept returns on any used items. Please contact us within 48 hours to arrange for a return. All items must be returned within 7 days. The Southern Flame is not responsible for any shipping costs on returned items. Items not returned in original condition may incur charges. Custom candle orders will be charged a 50% restocking fee.

If you receive an order where we have made an error, please contact us immediately with the details. We will work with you to get your order corrected at no additional charge.

If you receive an order that that has been damaged, you can refuse the package and have it sent back. Should you not be available when the package is delivered and you receive it damaged, please contact us and we will work with you to get it resolved. We will require a photo of the damaged item(s). You will need to keep the items and all packaging to take to the post office as proof of damage.