FAQs
What is your customer service approach?
At Glassy Essentials, we always aim to deliver your beautifully hand-poured products as quickly as possible. We take great pride in both the quality of our products and the service we provide.
In the unlikely event that an issue arises, our team is here to resolve this promptly and effectively. Our customers are at the heart of everything we do.
Where are your products made?
Our products are all hand poured in our Montreal West studio. We intentionally craft and hand pour in small batches to maintain the high quality and attention to details that we pride ourselves in.
What is your wax made of?
All of our wax based products are vegan and made using natural, plant-based wax. Our scented candles are made with our proprietary blend of coconut-apricot wax.
Our sculptural candles are made with soy wax. Soy wax is a natural wax, slight variations such as frosting, colour changes, or small cracks may occur. These are natural characteristics and do not affect performance.
Can I pause or cancel my subscription?
Subscriptions can be cancelled directly through your account, or alternatively by emailing us and we will cancel this for you.
If a subscription is cancelled after a payment or renewal date, the upcoming order will still be processed and fulfilled.
Please note that cancelling a subscription ends the billing agreement and prevents any future charges. It does not cancel or reverse any orders that have already been placed.
If you would like to request a cancellation and refund for a subscription order that has already been paid for, please contact us at hello@glassyessentials.com as soon as possible. Where possible, we will attempt to remove the order from our system prior to dispatch and issue a refund.
Once an order has been dispatched, we are unable to process a cancellation or refund.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What is the return policy?
All of our products may be returned for a refund or exchange, provided the following conditions are met:
-The product remains in its original packaging and condition
-The product is unused and free from contamination
-The items are returned within 14 days of receipt
-You have contacted us at hello@glassyessentials.com prior to returning the item
Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
We recommend using a suitable shipping method, and ensuring items are securely packaged when returned, as we are unable to accept responsibility for items lost or damaged in transit.
Items returned without prior contact may not be eligible for a refund.
We reserve the right to refuse a refund if returned items are not in a condition suitable for resale.
Refunds are issued to the original payment method once items have been safely returned and processed. Please allow up to 7 working days for funds to appear.
Order Cancellations
To request a cancellation, please email hello@glassyessentials.com as soon as possible and we will do our best to intercept the order before it is dispatched. This also applies to subscription boxes that have already been paid for.
Once an order has been fulfilled, we are unable to cancel or retrieve it.
If you no longer wish to receive your order after fulfilment, you may refuse delivery. Once the items are returned to us, a refund will be processed providing they arrive back to us in their original condition. Please email us in advance so we can expect your return.