How long does my order take to arrive?
Hello! Do take note of our processing time 🤗 Its on the 1st page of the website. 10-15 working days which translates to approximately 3weeks .
Thank you for your patience🤗 Once your parcel is shipped out, you will receive a email with the tracking code as well
For international orders, your product will be shipped after 10-15 working days. As for the shipping time, this is undefined as it is highly dependent on your country's custom laws.
What are your available scents?
Please check out our list of scents here
Click here for candle scent descriptions
Click here for bath and body scent descriptions
Can I submit my ideas for a candle and bodywash scent?
Yes, definitely! We love hearing about your feedback and welcome all ideas. Please email us at firstname.lastname@example.org.
Who do I contact about my order?
Where do you ship and how much does it does it cost ?
We give you the choice to pick the best shipping option at checkout whether Domestic or International.
Our store will give you the best rates available for your shipment no matter where you live! Keep in mind these are the actual carrier rates, not ours.
If you are unsure whether we ship to your country, don't hesitate to contact us at email@example.com.
Can I request for a specific date delivery ?
Our couriers deliver within a range of 1-3 working days. It might be on a weekday or weekend, this is dépendant on the external courier that we engage. We are unable to provide a specific date delivery.
If there are dates you wish to avoid etc, I would recommend you to either self pick up or arrange your own courier.
What forms of payment do you accept?
You can select your preferred payment method at checkout.
We accept secure payments for both local & international customers via credit cards, debit cards & local bank transfer.
Note that additional exchange fee may apply if your currency is other than SGD dollars.
Return and Refunds
Thanks for inquiring about our return policies. We CARE about you and want you to be 100% happy!
We offer a 7 days Return & Exchange Policy:
- If a product is completely unusable upon delivery
- Timing: we have a 7 days Return & Exchange Policy from the day item was sent.
- To be eligible for a return the candles must be unused, and accompanied by proof of purchase and photo.
- As our candles are hand poured, there may be some imperfections such as uneven surfaces, uneven patches etc. Every single candle is differently made. We do not accept returns for a imperfect candle/do not like the scent.
- Uneven patches in the candle are caused by environmental changes and can’t be avoided in the nature of soy wax.
- Customized products are not refundable/exchangable.
- For returns, please email firstname.lastname@example.org
with the subject 'Returns' and include your order number,
name and the reason for the return and we will respond accordingly.
I did not receive my parcel
- For local delivery, our courier will deliver up to 3 times per parcel before it it returned back to us. If the parcel is returned to us, the customer will have to pay the shipment again before we send it out.
- For international delivery, the courir redelivery policy is dependent on your country. In all cases, if the parcel is being sent back to us, the customer will have to pay the recalculated shipping fee before we send it out again.
I gave you a incorrect address
Please contact us at email@example.com if your mailing address is inaccurate after placing your order within 24 hours.
Emporalco is not responsible for any orders delivered to the incorrect or insufficient address provided once the order has been shipped.
We use a external courier company and for situations like this, please kindly contact the courier company for more information regarding your parcel.
What happens if I order only the Free bundle items ?
Sometimes we run promotions whereby we give out free items together with product purchase. However in the case if you only purchase the free item, it will be possible .
However we will not be using our regular courier as the package is too small for it. We will be using a alternative non- tracking courier to ship out “free bundle” items.
Can I cancel my order ?
I wish to cancel my order. My apologies but I’m afraid that we don’t accept cancellations once a order is placed. Only in circumstances where the product is out of stock will we allow cancellations.
Why are you not replying my instantly in LiveChat ?
Hi, our livechat is on 24/7 but as we have decided to not engage a robot to maintain our livechat, it’s run by my sister and I. So there would be occasions where we are away from our phones/computers and are not able to reply instantly. Do understand and wait for a email/reply from us if we are away.
You are currently out of stock! When will it be restocked?
Our hand-poured candles and body products are extremely popular and often sell out within days after we launch them. Some scents are also limited and will not restock once sold out.
What do you use to make your candles?
Our candles are 100% soy wax, hand poured with love.
What is the expiry date of your products?
The candles are best to be used within 6 months. The bath products have a 1 year shelf life.
Why do my soaps look different from batch to batch?
As our body wash are handcrafted locally by us, the color and scent of the soap might differ slightly from batch to batch. This is perfectly normal.
Why do my candles look different from batch to batch?
As our candles are hand poured, and we refrain from using chemicals or other additives to alter the look of our candles. There may be certain imperfections such as frostings, uneven surfaces. Rest assured that it is completely normal for your candles to look slightly different from batch to batch
How about Exchange Rate ?
All our items are listed in Singapore dollars and we will charge your account based on Singapore dollars. The bank that issued your credit card will determine your exchange rate.