FAQ
Products
The product I want is out of stock. When will it be available again? Sign up for our newsletter to receive an alert as soon as the product is back in stock. You can also follow us on Instagram and Facebook where we announce all restocks.
Can I pre-order a product that is currently out of stock? We do not offer a pre-order option. The best way to stay updated is to subscribe to our newsletter.
I saw a promotion after placing my order. Can I apply it retroactively? Unfortunately, promotions cannot be applied to past orders. However, we’re happy to review your situation. Please don’t hesitate to write to us at romeessenceinc@gmail.com
Where are your products made? All of our products are designed in Quebec. Manufacturing is then carried out in Asia with selected partners known for their expertise and quality standards.
Everlasting Candle
Can I use oils from other companies with my Everlasting Candle? We do not recommend using oils or fragrances from other companies with our Everlasting Candles. Doing so could affect the combustion, efficiency, and safety of the product. Our oil is specially formulated to ensure a stable flame, optimal and safe burning. Even an odorless oil from another source can alter the candle's performance.
How do Everlasting Candles work? Our Everlasting Candles use a fiberglass wick and a specially formulated oil that burns cleanly, without black smoke. Unlike traditional candles, they do not melt. Simply fill the vase with our oil, wait 30 minutes for the wick to absorb it, and light it.
Each candle comes with a vase, three fiberglass wicks (sticks), a 300 ml oil bottle, a convenient funnel, and the fragrance of your choice. The fiberglass wicks do not burn out and do not need replacement.
For safe use, always make sure the wick extends no more than 1–2 mm from the stick.
Why doesn’t my candle release a strong scent? Our Everlasting Candles are not designed to emit a strong fragrance like wax candles, but they still give off a light scent thanks to our oils. They are mainly meant to decorate and create a cozy ambiance. Once extinguished, they leave behind a subtle, pleasant scent. You can add a few drops of fragrance to intensify the smell.
Are Everlasting Candles safe for indoor use and around pets? Yes, our Everlasting Candles are designed for safe indoor use. However, use them with care: always place the candle away from flammable objects, on a stable surface, and never leave a lit flame unattended. The oil we use is a high-quality, odorless mineral oil, different from low-grade paraffin oils found in cheap candles. It has been tested for safe home use and complies with cosmetic-grade quality standards. It produces a stable, clean flame with no black smoke or soot, making it safe for use even around children and pets.
How do I extinguish the candle? Simply blow out the flame.
Shipping
How long does shipping take? Orders are typically processed within 24 to 48 business hours. Canada Post then delivers within 1 to 3 business days. Delays may occur during busy periods.
How do I know if my order has been shipped? You will receive an email with a tracking number once your order has been handed over to our shipping partner.
I didn’t receive a shipping confirmation email. What should I do? Check your spam folder. There might also have been an error in the email address entered. Please contact us at romeessenceinc@gmail.com to verify.
Do you ship internationally? Yes, we ship worldwide. If you experience any issues, please write to us at romeessenceinc@gmail.com
Can I pick up my order in person? In-person pickup is not available for online orders. However, many of our products are available at local retailers. You can check our points of sale for more information. If you have a special situation, we are happy to evaluate the possibility. Write to us at romeessenceinc@gmail.com
Orders
I want to modify my order. What should I do? Write to us as soon as possible at romeessenceinc@gmail.com. If your order hasn't shipped yet, we will do our best to make the change.
Can I combine two orders into one shipment? If you haven’t placed the second order yet, leave a note in the “comments” section at checkout. Otherwise, contact us quickly. If the first order hasn’t shipped yet, we will try to combine them.
I made a mistake in my shipping address. What should I do? Write to us immediately. If your package hasn’t shipped yet, we will correct the address. Once it has been handed to Canada Post, we cannot make changes. If it is returned to us, we will contact you to arrange a new shipment (additional fees will apply).
I received the wrong item or something is missing. What should I do? We’re very sorry for the error. Please write to us at romeessenceinc@gmail.com so we can resolve the issue promptly.
My order arrived damaged. What should I do? We are truly sorry. Sometimes packages are mishandled during shipping despite our careful packaging. Please write to us at romeessenceinc@gmail.com and include a photo of the damaged item so we can assist you.
Payment & Gift Cards
Can I use more than one promo code? Unfortunately, only one promo code can be used per order. Choose the one that offers you the best value.
Do you offer gift cards? Yes, Rome Essence gift cards are available on our website. They are sent via email with a unique code and can be used at checkout.
Can I pay with a gift card? Yes. Select “gift card” as your payment method at checkout and enter your code. For balance inquiries, contact us.
Can I pay by Interac e-transfer? Yes. Write to us at romeessenceinc@gmail.com with your order details and we will send you instructions.
When will my card be charged? Your card will be charged once your order is accepted. Shipping will occur once payment is confirmed.
What should I do if my payment is declined? Make sure all information is entered correctly. If the issue persists, contact your bank before trying again.
Returns & Exchanges
How long does a refund take? In the rare case of an authorized return, a refund may take up to 14 business days to appear on your statement.
Do you accept returns? As a growing small business, we currently do not accept returns. That said, your satisfaction matters to us. If there is an issue with your order, please contact us at romeessenceinc@gmail.com situation with you.