HOME FRAGRANCE FAQS

Quick answers to commonly asked questions. If your question or concern isn’t addressed in our Customer Support Section, please feel free to Contact Us for more information.

CANDLE WAX

We use Natural Soy Wax and a Coconut-Soy Wax Blend in our scented candles. The wax blend and the formula are proprietary trade secrets to our business, we do not publish or publicly disclose a full list of ingredients.

CANDLE WICKS

Cotton wicks coated with Natural Soy Wax

ESSENTIAL OILS

Our Fragrance Oils are not Essential Oils. 

  • Fragrance Oils and Essential Oils may have similar names, they should not be used interchangeably. They’re placed in two different categories on our website to avoid confusion. Please double check before placing your order.

Please Do Not use them in any device or apparatus not meant explicitly for Essential Oils. Customer assumes all risks and subsequent results from failing to adhere to our Warnings and Proper Use Guidelines.

FRAGRANCE OILS

We use Natural and Synthetic Fragrance Oil for our Home Fragrance Collection of Candles, Wax Melts, Car Diffusers and Body Products. The Fragrance Blend and the Formula are proprietary trade secrets to our business, we do not publish or publicly disclose a full list of ingredients.

  • The percentage of each Fragrance Oil blend varies from Product to Product. Some are formulated specifically for application to human skin, while others are not. 

Please be mindful that our Diffuser Fragrance Oils have been formulated and tested for our Diffusers only. We do not recommend mixing our Diffuser Oil into other products or apparatuses of any kind.  

  • Customer assumes all risks and subsequent results from failing to adhere to our Proper Use Guidelines.

MASSAGE CANDLES

While we do offer massage candles, We Do Not recommend any of our Home Fragrance candles for massage purposes. Please read all Instructions and heed all Warnings. Unless otherwise expressed, products must be used as described.

CANDLE “WET SPOT”

Changes in temperature can lead to wax pulling away from the jar, creating an air pocket that looks like a wet spot on your candle. 

  • Don’t worry the “wet spot” is purely cosmetic, it doesn’t impact the candles ability to burn correctly or safely. We do everything we can to prevent this from occurring, but if you go to any major retailer you’ll see the same thing on their shelves.

COLOR VARIATIONS?

The images of the products on our website are for illustrative purposes only. Products may vary slightly from its advertised images on the website, as a result of lighting, your device’s display, etc.

  • During candle making occasionally some candles may vary in color. Some may be an off-white color, others may have a yellowish tint to them because of the fragrance oil used. Your candle is fine, Please Enjoy!

ALTERNATE PACKAGING

Product Packaging:

  • Due to supply chain issues with our manufacturers, your packaging may vary. These issues are beyond our control but the switch is necessary to expedite your order. Thank you for your patience and understanding during this time. 

  • Packaging includes but not limited to: Jar Type, Jar Color, Lid Type, Lid Color, Box Size, Box Color, Paper Color, Label Color, etc. The size of your product will not vary, if you ordered an 8 oz. candle that is what you will receive. We do our best to alert customers by updating the product selections (Amber Jar), (Clear Jar), (Gold Top), (Black Top), etc.

Product Descriptions:

  • Each product purchased is sold subject to its product description. We take all reasonable care to ensure that all detailed descriptions and prices are accurate on the website.

  • However, we cannot guarantee the website’s accuracy at all times. We may occasionally make typographical errors, inaccuracies, or omissions related to pricing and availability. We reserve the right to correct any inaccuracies or omissions at any time. We reserve the right to cancel any orders arising from such occurrences.

DID YOU RETIRE A SCENT?

Some scents are here for a moment, while others are here for a lifetime. We remove scents that no longer fit the current season, theme or collection. Occasionally we retire scents for good, other times it’s to make space for new product launches.

  • Send us a message on the Contact Us page if you would like to place a Custom Scent Order.

PRACTICE SUSTAINABILITY

At ELLIE SHAI, we are committed to the highest ethical standards and compliance in all aspects of our business, both product materials and supply chain. We work with suppliers who we believe in and share our commitment to fair trade practices, sustainability, accountability and complete transparency.

Learn more about our Sustainability Policy here.

TERMS OF SERVICE

TERMS + CONDITIONS

By placing an order, you agree to be bound by the Terms and Conditions set out below. If you DO NOT agree to be bound by these Terms and Conditions, you may not place an order with ELLIE SHAI. 

PRODUCT FAQs: Body FAQs; Home Fragrance FAQs; Candle Care.

CUSTOMER SUPPORT: Order FAQs; Refund Policy; Shipping Policy; Local Pickup Policy.

SHOPIFY: Privacy Policy; Terms of Service. 

It is the responsibility of the customer to become familiar with our Policies prior to submitting an order.

LIMITATION OF LIABILITY

  • ALL PRODUCTS OFFERED ON THIS SITE ARE PROVIDED “AS IS” WITHOUT ANY WARRANTY WHATSOEVER, INCLUDING, WITHOUT LIMITATION, ANY (A) WARRANTY OF MERCHANTABILITY; (B) WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE; OR (C) WARRANTY AGAINST INFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS OF A THIRD PARTY; WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE, OR OTHERWISE. SOME JURISDICTIONS LIMIT OR DO NOT ALLOW THE DISCLAIMER OF IMPLIED OR OTHER WARRANTIES SO THE ABOVE DISCLAIMER MAY NOT APPLY TO YOU.
  • IN NO EVENT SHALL WE BE LIABLE TO YOU OR ANY THIRD PARTY FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE OR ENHANCED DAMAGES, LOST PROFITS OR REVENUES OR DIMINUTION IN VALUE, ARISING OUT OF, OR RELATING TO, AND/OR IN CONNECTION WITH ANY BREACH OF THESE TERMS, REGARDLESS OF (A) WHETHER SUCH DAMAGES WERE FORESEEABLE, (B) WHETHER OR NOT WE WERE ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND (C) THE LEGAL OR EQUITABLE THEORY (CONTRACT, TORT OR OTHERWISE) UPON WHICH THE CLAIM IS BASED.
  • OUR SOLE AND ENTIRE MAXIMUM LIABILITY, FOR ANY REASON, AND YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY CAUSE WHATSOEVER, SHALL BE LIMITED TO THE ACTUAL AMOUNT PAID BY YOU FOR THE PRODUCTS YOU HAVE ORDERED THROUGH OUR WEBSITE, VENDOR EVENTS OR WHOLESALE DISTRIBUTION POINT.
  • The limitation of liability set forth above shall: (i) only apply to the extent permitted by law and (ii) shall not apply to (A) liability resulting from our gross negligence or willful misconduct and (B) death or bodily injury resulting from our acts or omissions.

DISCLAIMER

The statements made regarding these products have not been evaluated by the FDA (Food and Drug Administration). The efficacy of these products has not been confirmed by FDA-approved research. These products are not intended to diagnose, treat, cure or prevent any disease. All information presented here is not meant to substitute for or be alternative information from healthcare practitioners. Please consult your healthcare providers about possible interactions or other potential complications before using these products. The Federal Food, Drug and Cosmetics Act requires this notice be provided to our customers.