FAQs
Frequently Asked Questions
Common questions about our Products, Orders, Shipping, and Returns
Products
Our candles are made from high-quality, eco-friendly waxes, natural wicks, one-of-a-kind hand-sculpted designs and crafted from original artwork by Sonni Pacheco.
Yes, we have different scent options available for you to choose from. Each scent is carefully selected to complement our vision and mission and the artistic design, offering a multi-sensory experience.
We also offer an unscented option for the scent sensitive.
Currently, all our designs are unique pieces of art by Sonni Pacheco, and we do not offer customizations. However, we plan to frequently release new designs with our future collections.
If there is a special request for a specific candle design in a larger size please email: sonniandsense@gmail.com with your inquiry
Ordering & Shipping
Please note that each candle is made to order to ensure the highest quality and attention to detail. As a result, it may take 3-5 business days for your order to be processed and shipped, and you will receive a confirmation email once your order has been shipped. Our sculptures may take 5-7 business days. However, some products may be ready to ship immediately. We appreciate your patience and understanding.
We currently ship to the United States and Canada. We’re committed to ensuring our nature-inspired candles, sculptures, and home decor reach our customers safely and promptly. As we grow, we look forward to expanding our shipping options to bring our products to more locations.
For purchases made from our online store, consumers may be required to pay duties and taxes, particularly for shipments to Canada. Orders shipped within the United States typically do not incur additional duties, but Canadian customers should be aware that their orders may be subject to import duties, taxes, and customs fees imposed by Canadian customs authorities. These charges are determined based on the value of the items and may vary by product category and region. The recipient is responsible for any duties or fees upon delivery, and these costs are separate from the product price and shipping charges provided at checkout. We recommend reviewing your country’s customs policies to better understand potential additional costs.
Yes, once your order has shipped, you will receive a tracking number via email to monitor the delivery status.
Returns & Exchanges
We offer a 14-day return policy from the date you receive your order, with some exceptions. To qualify for a return, the products must be unused, in their original packaging, and any free gifts included with your order must also be returned in their original condition. Customers are responsible for the cost of return shipping. To initiate a return, please contact us at sonniandsense@gmail.com
Once we receive and approve your return request, you will receive a refund via your original payment method. We will also send you an email confirmation once the refund has been processed.
View our full returns and exchanges policy here.
Exchanges are accepted within 14 days of delivery, provided the candle is unused and in its original packaging, with the exception of the Magic Mushroom Candle. Final sale only. Please note that due to the unique nature of our designs, availability may vary.
If your candle arrives damaged, please contact us within 48 hours of delivery with photos of the damage, and we will arrange a replacement or refund.
Care & Maintenance
Trim the wick to 1/4 inch before each burn, and allow the candle to burn for at least 2 hours on the first use to prevent tunneling. Keep your candle away from drafts, and never leave it unattended.
Yes, our candle containers are designed to be repurposed. After the candle has burned down, clean out any remaining wax and use the container as a decorative piece or storage jar.
At Sonni & Sense, some of our candles are made from 100% natural soy wax. You may notice a whitish, crystalline layer on the surface of your candle. This is known as frosting and is a natural occurrence that does not affect the candle's performance or scent throw. Frosting is more noticeable in candles with darker colors and is an indicator of the purity of our soy wax. We embrace this unique characteristic as a testament to the natural quality of our handcrafted candles.
Our sculptural decorative candles are primarily designed for decorative use. However, if you choose to light them, please note that burn times may vary due to the unique shapes and sizes of our designs.
If you've accidentally trimmed your wick too short, don't worry! If your candle lights briefly before going out, use a napkin to absorb some of the melted wax, and it should return to normal. If the candle won't light at all, carefully remove some wax around the wick and try lighting it again. Sometimes there's simply too much wax for the wick to ignite properly.
Yes, it's completely normal. Our sculptural candles are handmade and hand-poured, so slight imperfections and color variations are natural. You might also notice small white marks, known as ‘frosting.’
Phthalates, used to bind fragrances, and parabens, used as preservatives, can have harmful effects. The National Institute of Environmental Health Sciences identifies phthalates as endocrine disruptors, which can cause various health issues. That's why we use only high-quality fragrance oils that are free from phthalates and parabens.
At Sonni & Sense, every design and mold is created in-house. We take pride in owning and crafting each unique design and mold ourselves, ensuring that every candle is a true reflection of our dedication to artistry and quality. This allows us to offer exclusive and distinctive products that you won't find anywhere else in the world.
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