FAQ
Products
The product I would like to order is no longer in 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.
I want to pre-order a product that is not in stock, is that possible?
We do not offer pre-orders. The best way to stay informed is to subscribe to our newsletter.
I saw a promotion after placing my order. Can I apply it?
Unfortunately , promotions are not retroactive. They cannot be applied to orders already placed, but we can still assess the situation; please feel free to write to us at romeessenceinc@gmail.com .
Where are your products manufactured?
All our products are designed here in Quebec. Manufacturing then takes place in Asia, with partners selected for their expertise and commitment to quality.
Eternal candles
Can I use oils from another company with my eternal candle?
We do not recommend using fragrances and oils from other companies with our everlasting candles. This could affect the burning, efficiency, and safety of the product. Our oil is specially formulated for our candles to ensure a stable flame and optimal, safe combustion. Even an unscented oil from elsewhere can alter the candle's effect and impair its performance.
How do eternal candles work?
Our everlasting candles use a fiberglass wick and an oil designed to burn cleanly, without black smoke. Unlike traditional candles, they don't melt. Simply fill the vase with the provided oil, wait 30 minutes for the wick to absorb it, and then light.
Each candle comes with a vase, three fiberglass wicks (sticks), a 300ml bottle of oil, a handy funnel, and your choice of fragrance. The fiberglass wicks are non-burning and do not need replacing.
For safe use, ensure that the wick never protrudes more than 1 to 2 mm from the stick.
Why doesn't my candle give off a strong scent?
Our everlasting candles don't give off a strong scent like wax candles, but they do have a subtle fragrance. They are primarily designed for decoration and to create a cozy atmosphere. When they are extinguished, they leave behind a light, soft, and discreet scent. Do not exceed 3 to 5 drops of fragrance at a time in your everlasting candle. Too much fragrance can overwhelm the wick, which could lead to soot buildup, blockages, or incomplete burning.
Is the eternal candle safe to use indoors and for pets?
Yes, our eternal candles are designed for safe indoor use. However, they should be used with care: always place them away from flammable objects, on a stable surface, and never leave a flame unattended. The oil used is an odorless mineral oil, unlike the conventional paraffin oils sometimes found in inexpensive candles. It has been tested for safe home use and meets cosmetic quality standards. It produces a stable, clean flame without black smoke or soot. It's a reliable and gentle solution, perfectly suited for use at home, even in the presence of children or pets.
How do you put out the candle?
All you have to do is blow on the flame.
Delivery
What is the delivery time?
Orders are typically processed within 24 to 48 business hours. Canada Post then delivers within 1 to 3 business days. These delivery times may vary during peak periods.
How can I know if my order has been shipped?
You will receive an email containing a tracking number as soon as your order is handed over to our carrier.
I haven't received a confirmation email. What should I do?
Check your spam/junk mail folder. It's also possible there was an error in the email address you entered. Feel free to email us at romeessenceinc@gmail.com for verification.
Do you ship internationally?
Yes. We deliver worldwide; if you encounter any difficulties, please do not hesitate to 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 select retailers. You can check our store locations for more information, but if you have a specific situation, we can still assess the possibility. Email us at romeessenceinc@gmail.com .
Orders
I want to modify my order. What do I need to do?
Write to us as soon as possible at romeessenceinc@gmail.com . If your order has not yet been shipped, we will do our best to make the change.
Is it possible to combine two orders into the same shipment?
If your second order hasn't been placed yet, please indicate this in the "comments" section at checkout. Otherwise, contact us as soon as possible. If the first order hasn't yet been shipped, we will try to combine them.
I made a mistake in my delivery address. What should I do?
Write to us as soon as possible. If the package hasn't been shipped yet, we'll correct the address. Once the order is handed over to Canada Post, no changes can be made. If the package is returned to us, we'll contact you to arrange redelivery (reshipping fees will apply).
I received the wrong product or one is missing from my order. What should I do?
We apologize for the error. Please email us at romeessenceinc@gmail.com so we can rectify the situation as soon as possible.
My order arrived broken, what should I do?
We are sorry for this situation. Sometimes carriers do not handle packages with the necessary care, despite our efforts to protect each shipment. Please email us as soon as possible at romeessenceinc@gmail.com , including a photo of the damaged item so we can assist you promptly.
Payment and gift cards
Can I use multiple promotional codes?
Unfortunately, only one promotional code can be used per order. Choose the one that's most advantageous for you.
Do you offer gift cards?
Yes. Rome Essence gift cards are available on our website . They are sent by email with a unique code and can be used at checkout.
Can I pay for my order with a gift card?
Yes. Select “gift card” as your payment method at checkout, then enter your code. For any questions about your card balance, please contact us.
Is it possible to pay by Interac e-Transfer?
Yes. Email us at romeessenceinc@gmail.com with your order details, and we will tell you what to do next.
When will my card be charged?
Your card will be charged as soon as your order is accepted. Shipping will occur once payment is confirmed.
What should I do if my payment is refused?
Make sure all the information you entered is correct. If the refusal persists, contact your bank before trying again.
Returns and exchanges
How long does a refund take?
In the exceptional case of an authorized return, a refund may take up to 14 business days to appear on your bank statement.
Do you accept returns?
As a small, growing business, we are not currently accepting returns. That said, your satisfaction is important to us. If you have any issues with your order, please email us at romeessenceinc@gmail.com and we'll be happy to look into it with you.