FAQ
Find quick answers about shopping with Mosswhisper. If your question is not covered below, contact us at service@mosswhisper.com.
Orders and Checkout
Can I place an order without creating an account?
Yes. Guest checkout may be available. Creating an account can make it easier to review order history, save details, and access eligible return or cancellation options.
Can I change or cancel my order?
Contact us as soon as possible. We accept requests within 24 hours of purchase, but changes and cancellations are not guaranteed because processing may begin shortly after checkout.
Once an order has been fulfilled or shipped, the return process applies.
Why did I not receive an order confirmation?
Check your spam or junk folder and confirm that the email address entered at checkout is correct. If the message is still missing, email service@mosswhisper.com with your name and payment date.
Shipping and Tracking
How long does order processing take?
Most orders are prepared within 1–3 business days, excluding weekends and public holidays. Delivery time begins after processing and depends on the destination and shipping option shown at checkout.
How can I track my order?
Use the tracking link in your shipping confirmation email or visit our Track Your Order page. Carrier scans can take 24–48 hours to appear after a label is created.
Do you ship internationally?
Available destinations are shown at checkout. International shipments may be subject to duties, taxes, or customs fees charged by the destination country.
Unless stated otherwise, those charges are the customer’s responsibility.
What should I do if tracking says delivered but I cannot find the package?
Check the delivery area, mailbox, parcel room, front desk, household members, and nearby neighbors. Contact the carrier for delivery details, then contact us if you still need assistance.
Returns and Product Issues
What is the return window?
Eligible items may be requested for return within 30 days of delivery. Candles must be unused, unlit, complete, and in their original packaging.
See the Returns and Refunds Policy for all requirements.
What if my order arrives damaged, incomplete, or incorrect?
Contact service@mosswhisper.com within 7 days of delivery. Include your order number and clear photos of the item, packaging, shipping label, and affected area.
How long do refunds take?
After an approved return is received and inspected, the refund is issued to the original payment method. Banks and payment providers generally need 5–10 business days to post the funds.
Delivery Questions
Why did only part of my order arrive?
Products may be dispatched from different fulfillment locations or travel in separate parcels. Review every shipping email for additional tracking numbers.
A remaining parcel can arrive on a different day even when the products were purchased together.
Can I change my delivery address after ordering?
Email service@mosswhisper.com immediately with the order number and complete corrected address. We will try to help before fulfillment begins, but an address change is not guaranteed.
After dispatch, the carrier may be the only party able to request redirection, and fees may apply.
What happens if my parcel is returned to the sender?
A parcel may be returned because of an incomplete address, repeated failed delivery attempts, refusal, or local customs requirements.
Contact us after the tracking record shows a return. We will review the order and explain the available reshipment or refund options, including any nonrefundable carrier charges where permitted.
Candle Use and Care
How should I prepare a candle before lighting it?
Place the candle upright on a stable, heat-resistant surface away from drafts and flammable materials. Before each burn, trim the wick to approximately 1/4 inch (6 mm), unless the product label gives different instructions.
How long should I burn my candle?
Follow the product label. As a general precaution, do not burn a candle for more than four hours at a time.
Extinguish it if the flame becomes unusually high, the vessel appears damaged, or only about 1/2 inch (13 mm) of wax remains.
Why can the wax or fragrance vary slightly?
Small variations in wax color, texture, fragrance character, or surface appearance can occur because of temperature, natural fragrance materials, and normal production tolerances.
These variations do not necessarily indicate a defect.
How can I encourage an even melt pool?
On the first burn, allow the wax to melt evenly toward the edge of the vessel without exceeding the maximum burn time stated on the label.
Keep the candle level, trim the wick before later burns, and avoid moving it while the wax is liquid.
Can I reuse the candle vessel?
Only handle the vessel after the flame is fully extinguished and the wax and container are completely cool. Do not pour hot wax into a sink or drain.
If you repurpose a vessel, remove the remaining wax and wick hardware carefully and use it only for a purpose appropriate to the material.
What should I do if the vessel or label arrives damaged?
Do not light a candle with a cracked or chipped vessel. Email service@mosswhisper.com within 7 days of delivery with your order number and clear photos of the candle, outer packaging, internal packaging, and shipping label.
How quickly will customer support respond?
We aim to respond within 1–2 business days during support hours. Sending one complete message with the order number, photos, and a clear description helps us review the request without unnecessary follow-up.