FAQ's
Ready-to-use FAQ + response library written in HÖM’s faith-rooted-but-not-preachy
voice: warm, thoughtful, and professional.
You can drop these into your website, help desk, Instagram DMs, or email replies as-is.
HÖM Candle Co. – Customer Service Knowledge Base
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�� PRODUCT & CANDLE CARE FAQs
Q: What are HÖM candles made of?
A: HÖM candles are handcrafted using clean-burning coconut-soy wax, premium
fragrance oils, and cotton wicks. Each candle is thoughtfully poured to create a cozy,
peaceful atmosphere for your space.
Q: Are your candles non-toxic and safe?
A: Yes. Our candles are made without harsh additives and are designed to burn cleanly
when used as directed.
Q: How long do your candles burn?
A: Burn time varies by candle size, but on average, our 10oz candles provide 40–60
hours of burn time with proper care.
Q: How do I get the best burn from my candle?
A:
• Trim your wick to ¼ inch before each burn
• Allow the wax to melt evenly across the top on the first burn
• Never burn longer than 4 hours at a time
Q: Why does my candle tunnel?
A: Tunneling usually happens when a candle isn’t burned long enough the first time. If
this happens, try letting the candle burn until the melted wax reaches the edges of the
jar.
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�� SHIPPING FAQs
Q: When will my order ship?
A: Orders are typically processed within 3–5 business days. During high-volume
seasons (like Mother’s Day), processing times may be slightly longer.
Q: How long does shipping take?
A: Shipping times vary by location, but most orders arrive within 5–7 business days
after shipment.
Q: Do you offer tracking?
A: Yes! Once your order ships, you’ll receive a tracking number via email.
Q: Do you ship internationally?
A: At this time, we ship within the United States only.
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�� RETURNS & EXCHANGES
Q: What is your return policy?
A: Due to the handmade nature of our candles, we do not accept returns on used
products. However, if your candle arrives damaged or defective, we’re happy to help.
Q: What if my candle arrives damaged?
A: Please email us within 48 hours of delivery with photos of the damage, and we’ll
arrange a replacement or refund.
Q: Can I cancel or change my order?
A: If your order hasn’t shipped yet, contact us as soon as possible and we’ll do our best
to accommodate your request.
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�� EMPATHETIC RESPONSES TO COMPLAINTS & NEGATIVE REVIEWS
These are written to de-escalate, affirm, and protect your brand tone.
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�� General Complaint Response (Private Message or Email)
“Thank you so much for reaching out and sharing your experience. We’re truly sorry this
didn’t meet your expectations—that’s never what we want for our customers. Your
feedback matters to us, and we’d love the opportunity to make this right. Please send us
your order number so we can look into this for you.”
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�� Damaged Candle Complaint
“We’re so sorry your candle arrived this way. We understand how disappointing that can
be, especially when you’re looking forward to something special. Please send us a
photo of the damage and your order number, and we’ll take care of this for you right
away.”
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�� Scent Not as Expected
“Thank you for sharing your thoughts with us. Scent is such a personal experience, and
we understand that not every fragrance will be a perfect fit. While we’re unable to
accept returns on opened candles, your feedback is truly appreciated and helps us
continue improving.”
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�� Shipping Delay Complaint
“We appreciate your patience and completely understand how frustrating delays can be.
We’re currently experiencing a higher-than-normal order volume, but please know we’re
working diligently to get your order to you as quickly as possible. Thank you for your
grace and understanding.”
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�� Public Negative Review Response (Very Important)
(Always respond publicly once, kindly, without defensiveness):
“Thank you for your feedback. We’re sorry to hear about your experience and would
love the chance to connect directly and make things right. Please reach out to us at
customerservice@homcandles.com
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�� When You’ve Resolved the Issue (Follow-Up)
“Thank you for allowing us the opportunity to make this right. We truly appreciate your
support and the chance to serve you better.”