Frequently Asked Questions
Please see below for answers to common questions from customers.
FAQ
What is Caroline Francis?
Caroline Francis is a candle, bath salt, and fragrance brand committed to using only the best ingredients and materials like 100% paraffin and additive-free coconut soy wax, nontoxic scents, and 100% essential oils. Our packaging is FSC-certified and our wicks are made of 100% natural fibers. Our vessels are 100% recyclable.
What products do you sell?
We have a collection of signature candles and bath salts and we are in the process of developing a collection of fragrance oils. We also offer candle trimmers, snuffers, and wick dippers for candle care.
Where are your products made?
Our candles are hand-poured in Los Angeles and our bath salts are hand-made by our founder in Los Angeles.
Are your products cruelty-free and vegan?
Yes!!!
Do you have paraffin or other additives in your products?
You will never find paraffin or any other additives in our products!
What are your candles made of?
Our candles are made with 100% paraffin-free coconut and soy wax, non-toxic fragrance oils, and 100% natural fiber wicks.
Are your vessels recyclable?
Our vessels are made with recyclable glass and are 100% recyclable.
How do I care for my candle?
Before the first burn make sure the wick is trimmed to 1/4”. The first burn should be at least 1 hour up to 3 hours. Allowing your candle to develop a near-full melt pool at the 3-hour mark will allow your candle to burn more evenly and efficiently. Always keep the candle clean and remove any debris with a wick dipper or tweezers right away. Use a wick snuffer or a wick dipper to extinguish the flame. Trim the wick to 1/4” before each subsequent burn.
What are your bath salts made of?
Himalayan Salt, Pure Sea Salt, Dead Sea Salt, and 100% essential oils.
What is your packaging made of?
Our packaging for our candles is made from FSC-certified paper and water-based inks. Our packaging for our bath salts is made from recyclable materials, printed with water-based inks, and are FDA-compliant.
What is your definition of a "nontoxic" and "clean" product?
Nontoxic and clean products are those that are cruelty-free, gluten-free, and made without harmful “dirty” synthetic and natural chemicals.
How do I clean out my vessel for recycling?
Place your candle in the freezer so the wax shrinks, allowing an easier release of the wax. Wash the vessel with warm water and soap and don’t forget to reuse or recycle!
Payments and Shipping questions
What payment forms do you accept?
We accept all major credit cards (Visa, Mastercard, American Express and Discover), along with ShopPay, GooglePay, PayPal and ApplePay.
Where do you ship your products?
We ship to all 50 states in US. International shipping is coming soon!
How long will it take to receive my order?
Standard Ground orders placed before 12pm PST are processed by the following business day; orders placed after 12 pm PST or on holidays are processed within 2 business days. Express orders placed before 2pm PST Monday-Friday will be processed same day.
Your package will arrive within 3-5 business days of processing. If there will be a significant delay in shipment of your order, we will contact you via email.
Can I cancel or edit my order?
If you need to edit or cancel your order, please email us with your order number at support@shopcarolinefrancis.com.
How can I check the status of my order?
You will receive a shipment confirmation email once your order has shipped containing your tracking number(s). If your shipment does not arrive or you have any issues, please email us at support@shopcarolinefrancis.com.
Returns questions
What are your return, refund, and exchange policies?
Should you wish to return or exchange your order, we are here to help. Please review our Returns Policy and email us at support@shopcarolinefrancis.com with any questions.