Everything you need to know about your order, from placement through delivery.
Frequently Asked Questions
Can I change or cancel my order?
If your order has not entered processing, we may be able to make changes or cancel it. Contact us as soon as possible at studio@alchemistand.co with your order number.
Once an order has entered processing or shipped, we may be unable to modify or cancel it.
I entered the wrong shipping address. What should I do?
Contact us as soon as possible at studio@alchemistand.co with your order number and the correct shipping address.
If your order has not yet shipped, we will make every effort to update the address. Once an order has been transferred to the carrier, we cannot guarantee that changes can be made.
Additional shipping charges may apply if an order is returned to us because of an incorrect or incomplete address.
Where can I find my order confirmation?
An order confirmation is sent to the email address provided at checkout shortly after your purchase is completed.
If you do not see it, check your spam or promotions folder. If you still cannot locate your confirmation, contact us with the name and email address used to place the order.
How can I check my order status?
You can view available order information through your customer account.
Once your order ships, you will also receive an email containing tracking information so you can follow its progress.
I received the wrong item. What should I do?
Contact us within 7 days of delivery at studio@alchemistand.co with your order number and photographs of the item you received.
We will review the order and determine the appropriate resolution.
Can I place an order as a gift?
Yes. Orders may be shipped directly to the recipient by entering their address as the shipping address at checkout.
Pricing information is not included inside the shipment.
How long will it take for my order to ship?
Orders are typically processed within 2–5 business days.
Processing time refers to the time required to prepare and package your order before shipment and does not include carrier transit time. Processing may take longer during collection launches, limited releases, holidays, or periods of elevated order volume.
How long does delivery take?
Domestic orders typically arrive within 3–7 business days after shipment, depending on the shipping method selected and carrier operations.
Delivery timelines are estimates and are not guaranteed.
How do I track my order?
Once your order ships, tracking information will be sent to the email address provided at checkout.
You can also view available order information through your customer account.
My tracking hasn't updated. What should I do?
Carrier tracking may occasionally take time to update, particularly shortly after a shipping label is created or while a package is moving between facilities.
If your tracking has not updated for an extended period, contact the carrier directly using your tracking number. If you still need assistance, contact us at studio@alchemistand.co.
My package says delivered, but I can't find it.
First, check the delivery location, surrounding property, household members, building staff, or neighbors who may have accepted the package. Carriers may also mark a shipment as delivered shortly before it physically arrives.
If the package still cannot be located, contact the shipping carrier directly using your tracking information.
Packages confirmed as delivered by the carrier are not the responsibility of Alchemist + Co., but you may contact us if additional order information is needed to assist with a carrier claim.
Do you ship internationally?
International shipping is currently limited.
Customers in Japan may shop through Alchemist + Co. Tokyo at alchemistandco.jp. Product availability, pricing, fulfillment, and shipping policies may differ by region.
Do you ship to APO, FPO, or DPO addresses?
Yes. We ship to qualifying APO, FPO, and DPO military addresses within the United States postal system. Available shipping methods and delivery times may vary by destination.
What is your return policy?
Eligible unused items may be returned or exchanged within 14 days of delivery.
Items must be in their original condition and include the original packaging. Final sale items, gift cards, heavily used products, and products damaged through misuse or improper care are not eligible for return.
Can I return a candle after burning it?
In some cases.
We understand that fragrance cannot always be fully understood until it enters a space. Candles that have been lightly burned may be considered for an exchange or store credit on a case-by-case basis.
Photographs or additional information may be required before approval.
How do I start a return or exchange?
Eligible returns and exchanges may be initiated through the self-service return portal in your customer account.
If you are unable to access your account or initiate a request, contact us at studio@alchemistand.co.
Do I have to pay for return shipping?
No. Approved returns within the United States are eligible for a prepaid return shipping label provided by Alchemist + Co.
Once your return request has been approved, return instructions and your prepaid shipping label will be provided.
Original shipping charges are non-refundable unless otherwise required by applicable law.
Do I have to pay for return shipping?
No. Approved returns within the United States are eligible for a prepaid return shipping label provided by Alchemist + Co.
Once your return request has been approved, return instructions and your prepaid shipping label will be provided.
Original shipping charges are non-refundable unless otherwise required by applicable law.
When will I receive my refund?
Once your return has been received and inspected, you will be notified of its status.
Approved refunds are issued to the original form of payment and are typically processed by Alchemist + Co. within 5–10 business days. Your bank or payment provider may require additional time before the funds appear in your account.
What if my order arrives damaged or incorrect?
Contact us within 7 days of delivery at studio@alchemistand.co with your order number and photographs of the packaging and affected item.
We will review the issue and determine the appropriate resolution, which may include a replacement, exchange, store credit, or refund.
Product Care Candles
Allow the wax to melt evenly across the surface before extinguishing your candle. Establishing a full melt pool during the first burn helps encourage an even burn throughout the life of the candle.
Trim the wick to approximately ¼ inch before each burn. A properly trimmed wick helps maintain a controlled flame, encourages an even burn, and reduces excess soot or mushrooming.
Burn your candle for no more than 3–4 hours at a time. Allow the wax and vessel to cool completely before handling or relighting.
Tunneling occurs when the candle burns through the center while leaving unmelted wax around the edges. Allowing enough time for an even melt pool to form, particularly during the first burn, helps prevent tunneling.
Discontinue use when approximately ½ inch of wax remains at the bottom of the vessel. Burning beyond this point may cause the vessel to become excessively hot.
Minor variations in wax appearance, surface texture, fragrance color, or finish may occur between candles. These variations are normal and do not necessarily affect fragrance or performance.
Fragrance develops differently in wax at rest and while burning. Certain notes may become more pronounced with heat, while others emerge gradually as the fragrance moves through a space.
The notes listed for each candle describe its composition rather than a guarantee that every note will be perceived with equal intensity.
If you notice persistent tunneling, an unusually large flame, excessive soot, wick movement, or another performance concern, extinguish the candle and allow it to cool completely.
Discontinue use if the concern persists and contact us at studio@alchemistand.co with your order number and photographs of the candle.
Product Care Fragrance
Apply fragrance to pulse points such as the wrists, neck, and inner elbows. Allow the fragrance to settle naturally on the skin rather than rubbing it in after application.
Fragrance may also be applied to clothing, but we recommend testing an inconspicuous area first, as fragrance oils may affect certain fabrics or finishes.
How long a fragrance remains perceptible varies by composition, concentration, skin chemistry, environment, and application.
Some notes are intentionally more transient than others. Brighter top notes typically emerge first and dissipate sooner, while woods, resins, musks, and other base notes may remain closer to the skin for longer.
Fragrance develops differently from person to person.
Skin chemistry, temperature, environment, and application can influence how individual notes emerge and how the composition develops over time. The fragrance profile describes the composition, but the experience of wearing it will remain individual.
Store fragrance in a cool, dry place away from direct sunlight, excessive heat, and significant temperature fluctuations.
For best preservation, keep the bottle closed when not in use and avoid storing it in environments with frequent changes in heat or humidity.
Natural variation in color may occur over time or between batches, particularly as fragrance materials age and interact.
Minor changes in color do not necessarily indicate a change in the fragrance's quality or intended character.
Fragrance products are intended for external use only.
Avoid contact with eyes and irritated or broken skin. If irritation occurs, discontinue use. Individual sensitivities vary, and we recommend reviewing available product information before use if you have known fragrance sensitivities.