Shipping
WHERE DO YOU SHIP?
We ship to the United States. Other select international countries can also place orders on nuarehome.com—these orders will ship from the United States and can take up to four weeks to arrive. Shipping costs for international orders are calculated at checkout, and applicable taxes/duties are the responsibility of the customer. If you need help finding a local retailer, visit our Stockists page: https://www.saltandstone.com/pages/stockists
WHEN WILL MY ORDER SHIP?
Please allow 3 business days (Monday to Friday, excluding public holidays) for us to receive and process your order. Any order received after 12:00 PM PT will begin processing the following business day. (Please note: If the order is placed after 12:00 PM PT on Friday, it will begin processing on the following Monday.)
WHERE DO YOU SHIP FROM?
Orders ship from Los Angeles, California.
HOW MUCH DOES SHIPPING COST?
The rate charged for the shipping of your order is based on the weight of your products and location. Before confirming your order in checkout, you will be shown the cost of shipping.
DO YOU OFFER FREE SHIPPING?
We offer free shipping depending on where the order is being routed to: United States: Free shipping for orders over $100 USD Canada: Orders Free shipping for orders over $150 CAD United Kingdom: Free shipping for orders over £150 GBP
HOW CAN I CHANGE THE ADDRESS ON MY ORDER?
Due to our quick processing time, we cannot change an address once you place the order. Sorry for the inconvenience. Please contact the carrier directly to see if they are able to reroute the order.
Returns & Exchanges
How do I place a return or exchange?
To start a return or exchange in the United States, please visit Returns. For international orders, please reach out to info@nuarehome.com with your order number and the products you'd like to return or exchange. We're sorry you didn't love it.
What’s your return policy?
We accept returns and exchanges within 30 days of purchase. Items must be unused in their original carton packaging—we do not accept returns of used items. Select exploratory sets are final sale, as noted on their product pages. You will be refunded the full amount of the items, minus a $5 handling fee to cover restocking. We are not able to refund the original shipping charges, as these are paid directly to the carrier. We are only able to accept returns from orders placed on nuarehome.com. Please contact the original point of purchase for orders placed from other retailers.
How long does it take to process a return?
In some circumstances, our customer support team may need to review your return request—please allow 1-2 business days for review. Once a return is dropped off and scanned by the shipping carrier, the return is processed—credit card refunds usually take 3-10 business days to appear on your statement.
WHAT DO I DO IF I AM MISSING AN ITEM FROM MY ORDER?
Please email info@nuarehome.com within 48 hours of receiving your order with a photo of everything you received and the packaging. We'll make sure that you receive everything you've ordered.
WHAT DO I DO IF MY PACKAGING IS MISSING?
If your order has been marked as delivered, but you haven't received it, please wait 3 business days before reaching out to info@nuarehome.com. Carriers sometimes preemptively mark a package as delivered before they actually complete the delivery. We also recommend checking with your building management, concierge, mailroom, or neighbors to see if they received the package for you.
Payment
What forms of payment do you accept?
We accept Paypal, Visa, Mastercard, American Express, JCB, Discover, and Diners Club credit cards or debit cards. Unfortunately, we cannot accept checks or money orders.
What can I do if my payment is declined?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
For best results, follow these simple maintenance tips:
The first time you use the candle, it is better to leave it to burn for 2 or 3 hours, until all the wax has liquefied on the surface, so that your candle will burn more evenly each subsequent time you burn it. Never leave the candle unattended when lit or allow it to burn for more than 3 hours at a time. Make sure you recenter the wick in the wax after each use. This will allow the wax to burn more evenly, as well as prevent the wick from getting too close to the glass and potentially overheating it. Last but not least, cut the wick regularly to a length of 3 or 5 mm. This will allow the candle to burn for longer and prevent the wick from emitting smoke or turning black and falling into the liquid wax.
How to use my NUARE candle ?
The first time you use the candle, I would recommend that you leave it to burn for 2 or 3 hours straight, until all the wax has liquefied on the surface. This is vital to ensuring that your candle burns evenly in the future. Make sure you recenter the wick in the wax after each use. This will allow the wax to burn evenly, as well as prevent the wick from getting too close to the glass and potentially overheating it. You should also cut the wick regularly to a length of 3-5 mm. This will allow the candle to burn for longer and prevent the wick from emitting smoke or turning black and falling into the liquid wax. Finally, never leave the candle unattended when lit or allow it to burn for more than 3 hours at a time.