FAQ's

Frequently Asked Questions

Crafted with care. Rooted in faith. Delivered with integrity.

OUR BRAND

What makes Soul Sent different?

Soul Sent is built on intention, excellence, and faith. Every product is hand-poured in small batches with premium, eco-conscious ingredients and uncompromising quality standards. We focus on creating fragrance experiences that feel peaceful, meaningful, and beautifully crafted.

We don’t rush.

We don’t cut corners.

We believe in doing things the right way every time.

Are your ingredients clean and safe?

Yes. All of our products are made with:

  • Natural coconut–soy wax for jar candles
  • 100% natural soy wax for sculpted candles
  • Phthalate-free, premium fragrance oils
  • Essential-oil infused blends
  • Alcohol-free room & linen bases
  • Lead-free wooden or cotton wicks

Everything is tested for safety, performance, and scent quality before it leaves our studio.

ORDERS & SHIPPING

How long does order processing take?

Each order is crafted with care. Processing typically takes 3–5 business days, or 5–7 business days during high-volume seasons (holidays, major launches).

Do you ship internationally?

Yes Soul Sent ships worldwide.

International customers will see shipping rates at checkout based on their region. Delivery times vary depending on distance and customs processing.

Will I receive tracking information?

Absolutely. Once your order ships, you’ll receive a tracking number so you can follow your package every step of the way domestic or international.

What if my tracking stops updating?

This can happen when carriers are delayed in scanning. If your package hasn’t moved after a few days, reach out to us at soulsent.co@gmail.com and we’ll help guide you or contact the carrier if needed.

Can I change or cancel my order?

Changes can be made within 1 hour of placing your order. After that, your item may already be in production or packed. Email us as soon as possible we’re always happy to try to help.

RETURNS, DAMAGES & CUSTOMER CARE

Do you accept returns?

Because each item is handcrafted and made-to-order, we don’t accept returns at this time.

But we always make sure you are taken care of.

What if my order arrives damaged?

If your package arrives damaged, email us within 48 hours with a photo of the product + box.

We will immediately replace it or make it right no hassle, no stress.

What if my order is incorrect?

We will quickly correct any mistakes and ship out the proper items with priority. Your satisfaction matters deeply to us.

What if I’m not fully satisfied?

Please reach out. We’re committed to making sure every Soul Sent experience is a positive one.

CANDLE CARE & SAFETY

How do I get the best burn from my candle?

To maximize burn time and performance:

  • Let the first burn last 2–3 hours
  • Trim your wick to ⅛–¼ inch before every burn
  • Keep away from drafts
  • Burn for no more than 4 hours at a time

This helps prevent tunneling and ensures a clean, even burn.

Why does wick trimming matter?

Trimming ensures a clean flame, reduces soot, enhances fragrance performance, and protects the vessel from overheating.

Can sculpted candles be burned?

Yes but due to their shapes, sculpted candles naturally drip.

ALWAYS place them on a heat-safe, wax-compatible tray.

Many customers keep them as decor because of their intricate details.

FRAGRANCE PRODUCTS

How long do room & linen sprays last?

Each 4 oz bottle lasts 60-90 days depending on use.

Our sprays are alcohol-free, phthalate-free, and fabric-safe when used as directed.

How long do car diffusers last?

Typically 4–6 weeks, depending on heat and usage.

Gently tip the bottle weekly to refresh the fragrance.

Are your fragrances strong?

Soul Sent scents are created to be long-lasting, clean, and elevated strong enough to fill a room but balanced enough to never overwhelm.

WHOLESALE & CUSTOM ORDERS

Do you offer wholesale?

Yes we work with boutiques, spas, curated retailers, and specialty stores.

We offer competitive pricing, consistent quality, and a smooth onboarding process.

Do you offer private label or custom candles?

Yes. We create custom candles for:

  • Events
  • Corporate gifting
  • Weddings
  • Baby showers
  • Brand collaborations
  • Seasonal campaigns

Reach out with your vision we love bringing custom ideas to life.

GIFTING

Can I include a gift message with my order?

Absolutely. Leave your message at checkout and we’ll include it beautifully in your package.

Do you offer gift sets?

Yes especially during seasonal launches and holidays. Limited-edition sets are announced on our website and social media.

CONTACT & SUPPORT

How can I reach Soul Sent?

We’re here to help with anything you need.

Email: soulsent.co@gmail.com

Instagram DM: @_soulsent


Every message is seen. Every customer is valued.

We’re dedicated to serving you with excellence, honesty, and care.