Help / FAQ

From fragrance details to shipping, we’ve got answers to all kinds of questions. If you can’t find what you’re looking for, feel free to reach out to us at hello@otherland.com

Product

  • How do I burn candles safely?
    Great Question!

    1. Never leave a burning candle unattended. Keep lit candle in sight at all times!
    2. Never burn a candle on or near anything that might catch fire, like loose papers, fabric, bedding, books, drapes, decorations, etc. Play it safe and give your candle nice clear area to sit on.
    3. Keep lit candles away from drafts--open windows, air conditioners, vents, fans, etc.
    4. Keep candles out of the reach of children and pets.
    5. Extinguish the flame if it becomes too high or flickers repeatedly. Trim the wick and check for drafts before re-lighting.
    6. If there is any chance you might doze off to sleep, blow out your candle immediately!
    7. Wait until the flame extinguishes completely and clears of smoke before replacing our topper lid.
    8. If you’ve created a large wax pool during your burn, blow it out gently to avoid wax splattering.
    9. Don’t try to take a selfie while holding a lit candle (guilty…)
  • What are your tips for candle burning perfection?
    1. GET MELTY WITH IT: Make sure your first light liquefies the entire top layer of wax. Otherwise, you’ll be left with a “memory ring,” which causes the wax to tunnel rather than melt evenly.
    2. SNIP THE WICK: Wicks are happiest when at a very short (⅛ inch) height. After your first burn, use a pair of scissors to trim the wick to the right length, ensuring a steady, ash-free flame.
    3. KNOW WHEN TO BLOW IT OUT: We recommend burning for no more than four hours at a time. And, when you get towards the end don’t burn all the way down: swap your candle for a new one when ½ inch of wax remains.
    4. DON'T TRASH YOUR TREASURES: We’ve used our containers to hold pencils, makeup brushes, hair things or what have you. You’ll want to remove the remaining wax by placing the candle in your freezer for a few hours.
  • How strong are the scents?
    We spent a lot of time experimenting and tweaking our formulation in order to get the strength just right. Overall, we prefer fragrance notes that are more subtle in character and avoid scents that may overpower, like cinnamon. In our Core Collection, the natural profile of Kindling is the strongest in the group. Feel like we went too strong or too weak? We’d love to hear your feedback! Let us know at hello@otherland.com.
  • Do you test on animals?
    No! All of our candles are cruelty-free and vegan.
  • How can I prevent the candle wick from smoking?
    Snip your wick! Wicks are happiest when at a very short (⅛ inch) height. After your first burn, use a pair of scissors to trim the wick to the right length, ensuring a steady, ash-free flame.
  • What size are the candles?
    We currently offer one size. Our candles are poured in cylindrical glasses that are 3.25” tall and 3” wide. Each glass is filled with 8 oz of wax, which equates to about 55 hours of burn time. The glasses themselves hold up to 10.25 oz, like a nice cocktail glass. Have an idea for a different size? Drop us a note at hello@otherland.com.
  • Can I sell the products on my own site?
    Your purchase of Otherland products is only for your personal use. By purchasing Otherland products, you agree not to resell or distribute such products for any commercial purposes. If we have reason to believe that your order is not for your personal use, we may reject or cancel your order.
  • How can I find out more information about a product?
    You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailing hello@otherland.com.
    Canopy
    Daybed
    Kindling
    Rattan
    Chandelier
  • Why did I receive mints in my matchbox?
    Due to a federal regulation on shipping matchboxes, we are unable to ship matchboxes via air. Thus, if you live in Puerto Rico, Alaska, or Hawaii, we’ve swapped your matchsticks for mints so you can still collect our signature matchboxes.

Gifting

  • How can I buy someone a gift from Otherland? What are the options?
    So glad you asked, our candles make the BEST gifts! Visit our Gifting page to purchase one. Once you’ve selected how many candles and which scents, you’ll also have the option to pick out a matchbox with a special greeting and write a gift message to be printed on a lovely Otherland notecard.
    All of our gift packaging is always free!
  • How do I know if the gift has arrived?
    When your order ships we’ll send you a tracking number so you can keep an eye on delivery to your recipient.
  • What if the person I am gifting to doesn’t like the scent?
    It’s our priority to make sure your gift recipient is happy! You or the gift recipient may email us at hello@otherland.com to make an exchange.
  • I would like to place a large gift order. How do I do this?
    Awesome, we'd love to help out. Reach out to hello@otherland.com to get started.

Order

  • How can I update my order?
    Please email us at hello@otherland.com as soon as possible if you would like to cancel or change your order. We’ll do our best to process your request.
  • How can I check the status of my order?
    You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.
  • What is the best way to place a large order (like for a wedding or corporate gift)?
    Shoot us an email at hello@otherland.com and we'll go from there.
  • How does your pricing work?
    1 candle = $36, including shipping. A Set of 3 = $89, including shipping (save $19 total, or just over $6 per candle).

Payment

  • When will my credit card be charged?
    Your credit card will be charged as soon as your order is accepted and processed.
  • What forms of payment do you accept?
    We accept Paypal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit cards or debit cards.

Shipping

  • Where do you ship?
    Otherland currently ships to the 50 states and Puerto Rico. You may experience longer delivery times when shipping to Hawaii, Alaska, and Puerto Rico.
  • What are the shipping options?
    We offer free shipping, returns, and exchanges. Orders placed with complimentary shipping are sent via USPS or FedEx. Due to a federal regulation on shipping matchboxes, we are unable to ship matchboxes via air. Thus, if you live in Puerto Rico, Alaska, or Hawaii, we’ve swapped your matchsticks for mints so you can still collect our signature matchboxes. Orders generally arrive in 2-5 business days.
  • When will my order ship?
    After placing your order, processing takes 1 to 2 business days. As soon as it ships you’ll receive a shipment notification email with a tracking number.
  • I’m having problems with the tracking number.
    Email us at hello@otherland.com, including your order number and tracking number if possible.
  • How can I edit my shipping address?
    If your order is shipping to an incorrect address, please email hello@otherland.com as soon as possible.

Returns & Exchanges

  • What's your return policy?
    All returns must be processed within 30 days of receiving the order. Please email hello@otherland.com with your order number (found on your order confirmation email) to initiate a return or exchange.
  • How long does it take to process a return?
    Your refund should appear on your statement in 5-10 days.
  • What should I do if I received the wrong product?
    Our bad! Email us at hello@otherland.com with your order number and we’ll work with you to make it right.
  • What happens if I don't like the scent?
    If you the scent is not what you expected or you do not enjoy the scent for any reason, please email us at hello@otherland.com and we will process a refund or exchange. We want you to be happy and satisfied with your Otherland purchase!

Referral Program

  • Do you have a referral program?
    Stay tuned for our referral program rollout in early 2018.

Friends of Otherland

  • Can I become an Otherland ambassador?
    If you're interested in becoming an Otherland ambassador, collaborator, or partner, send us a note at friends@otherland.com and let's talk!

Press

  • Whom should I contact about press inquiries?
    For all press inquiries, please email friends@otherland.com. Thanks!