Do you have a catalog? Our website is our catalog.

 

Do you offer samples? We do not offer samples of our candles, but we do offer sniffy samples of our fragrances. If you're interested in receiving a sniffy of any of our fragrances, (a cotton ball dipped in fragrance and sealed in a mini zip top bag) please send a self-addressed stamped envelope with the fragrance you'd like to sniff written on a note. Please send as SASE for each sniffy as combining in one envelope will distort each fragrance.

 

Can I order a special fragrance or color? YES! Visit our Custom Creations or Custom Favors pages for more information.

 

What if I have a complaint? As a small business, quality of customer service is our absolute top priority. If you are unhappy with either your order or the service you have received from Emerald Creations, please contact Teri Franklin (owner) by emailing or calling 503-807-7616 within 7 days of receiving your order.

 

What if I want to cancel my order? Simply let us know by email or phone 503-807-7616 within 24 hours of placing your order and you will be refunded in full. After 24 hours your order will have already been started and cancellations will be subject to a 20% restocking fee.

 

What is Emerald Creations' return policy? If you are unhappy with your order, you may return it within 7 days of receipt for a refund (not including shipping). Return postage is the responsibility of the customer and returns can only be accepted with prior authorization. All returned items must be sent insured with proof of posting. All returned products must be unopened and undamaged.

In circumstances where Emerald Creations is not at fault for a return, i.e. you changed your mind about the order, then we may still give authorization for the return, however delivery charges cannot be refunded and returns in this instance will be subject to a 20% restocking fee less postage. As above, all returns must be unopened and undamaged.

 

 

What happens if an item arrives damaged? We go to great lengths to ensure that everything is very well packaged when it leaves our premises. Boxes are labeled as fragile when appropriate. Unfortunately, we cannot be held responsible for damage that occurs in transit.

 

What methods of payment to you accept? We accept customer orders via online checks, Visa, MasterCard, Discover, American Express, and debit cards with the Visa and MasterCard logo.

 

Can I order over the telephone? Of course! Please call 503-807-7616 and we'll be happy to take your order, or answer any questions. Credit card information given over the phone will be destroyed after the order has been entered into our secure system.

 

How long will my order take? Every single product is handmade to order from scratch. But we still have a very fast turn around time and do our best to get your goodies to you as quickly as possible. The majority of orders are shipped within 10 days, in most cases sooner! Large orders may take slightly longer. If your order is expected to take longer than 10 days, a member of the Emerald Creations team will contact you with your estimated ship date.

 

DISCLAIMER - Candle safety and burning are your responsibility. Emerald Creations is NOT responsible for damages, injuries or losses due to the lack of care and attention when burning our candles. Please refer to our Safety and Burning Tips page for details on proper burning and care of candles.