FAQ

What wax do you use?

We use the absolute best wax: Soy 100% soy wax that is grown in the USA. It has a creamy white appearance, exceptional adhesion and provides an excellent fragrance throw (both warm and cold) The wax is gluten free, toxin free, paraben free, phthalate free and come from renewable sources.
What are the burning times on the Scented Candles?

Candles: Depends on the size of the vessel. Please refer to each products
Where do I find information on Scents?

Descriptions can be found on the SCENTS page that is accessible from the home page.
Do you offer Samples?

Yes, you can get a great sense of our products by ordering individual wax melts. Please check out our offers on our Shop Page
How do I track my order?

Your tracking information is created when your label has been generated. Once a label has been generated, it can take up to 24 hours for the tracking data to update on the shipping server. Should you not receive an email from us, please email us at info@bienaimecollection.com and we will happily assist you.
How do I cancel my order?

Once an order has been processed, we are unable to modify the order. This includes grouping orders together, adding discount codes and removing/adding items to your order. If you wish to cancel your current order so that you can place a new one, please email info@bienaimecollection.com
Do you ship Interntionally?

Currently, No
Where are my orders shipped from?

Orders are shipped from Miami Beach, FL
Why does my package say it has shipped but hasn’t left?

Your tracking information is created when your label has been generated. Once a label has been generated, it can take up to 24 hours for the tracking data to update on the shipping server.
Where is my package?

All candles are hand poured to order and require a minimum of 48-72 hours to cure prior to shipping. After the curing time, orders are ship out 3-5 days after business days following order placement. Items are shipped out via USPS priority mail in the US currently only. Once shipped, you will automatically receive an email confirmation with tracking number. Weekends and holidays are excluded from processing and shipping times. Shipping delays may occur during holidays and promo sales. To request express/rush shipping, please email us at info@bienaimecollection.com before placing your order.
Do you accept Returns?

Due to the nature of our products, we do not take returns. Cancellations will not be accepted after the product has shipped. Products that arrive damaged due to shipping will be replaced for an identical replacement product at no charge. Contact must be made within 3 days of delivery for this policy to be honored. Please include a picture of the damaged item in original shipping container with your correspondence and send to info@bienaimecollection.com
How do I create an account?

We are extremely excited for you to JOIN us. Create an account by clicking on the person icon at the top right of your screen, next to the basket. To register, please provide a valid email address and a password. If you have any issues with this process, please contact us at info@bienaimecollection.com
How do I change my account information?

Log into your account and click on account details. Here you can change your first and last name, your email address and reset your password. If you wish to change your billing and/or delivery address please click on addresses and enter the new details.
I forgot my password

Click ‘forgotten password’ on the log-in web page. You will automatically receive a password link to your email address, allowing you to reset your password. (Don’t forget to check your spam/junk folder just in case.) If you experience any issues with this, please contact us at info@bienaimecollection.com and include your email address for the account so the team can generate a temporary password for you to regain access.
What forms of payment are accepted?

Accepted Credit Cards: VISA, Master Card, American Express, Discover, JCB, Diners and Pay Pal Accepted Debit Cards: Visa & MasterCard
Do you offer promotional/discount codes?

Join our social media links to keep track on promotions or discount codes. Join our mailing list also be in the know on all the latest offers, news, and products.
How do I apply a promotional or discount code?

At the checkout, you have the chance to add your voucher or promotional codes. Just add your code and click apply. You will see the discount code visible in your basket once applied
How can I reuse my jars?

Re-purposing our vessels is quite easy. You can add a small amount of liquid dish detergent into the tumbler and leave it overnight. After this process, you can then empty the tumbler and get rid of the wax in a safe place. Wash your vessel with warm soapy water and a sponge. Leave to dry. You will be ready to create something new and beautiful. You can also, try removing the excess wax in the bottom of the tumbler by placing it in the freezer for 1/2 hour. This will shrink the wax and it can then be easily removed. Please share with us how you reuse or repurpose our vessels. Please share your creations with us, by tagging us on Facebook and Instagram using @bienaimecollection
What safety measures should I take?

Do not burn your candle for more than 4 hours at a time. Never leave a burning candle unattended. Light for 2-3 hours on initial burn, allowing the melt pool to reach the edge of the jar. Keep your candle out of reach of children and pets. Never burn your candle near anything that can catch fire. Be sure that you place your candle on a stable, heat resistant surface. Keep lit candles away from any drafts. Never burn your candle all the way down. Always leave 1/2 inch of wax in the bottom of the vessel. Never touch or move a burning candle when the wax is liquid. Place burning candles at least 4 inches apart from one another. Never use water to extinguish our candle.
How much should I trim my wick?

Trim wick 0.2” or 5mm prior to each burn cycle.