FAQs – Fragrant Jewels

FAQs

How do I find the value of the jewel that came with my product?

For an instant appraisal, simply click This Page and enter the code notated on the label included with your jewel that came with your product.

Why am I receiving an "invalid code" response when I enter my Vault Code?

Our codes are very sensitive. You need to be sure that you enter each of the 14 or 15 digits shown on the gold tag. Two of the most common mistakes that will result in an "invalid code" message are substituting the letter "O" for the number zero "0" or a "1" for the letter "I".  If you are still having trouble, please send a picture of your gold tag to support@fragrantjewels.com and we will assist you further.

What orders qualify for free shipping?

If your order total is $50.00 or more, after the application of any discount code, shipping for your order is free.

What are your shipping policies?

Our products are currently shipped by UPS. Once an order is confirmed please allow up to 3-7 business days for an order to ship from our warehouse. Your tracking number will be emailed to the email that you place on file once the order has been shipped.  Shipping fees are a flat $7.95 for the first item, $12.95 for two or more items and free for orders over $50.00. Please be advised that shipments are not sent out on Saturdays, Sundays, or any Holidays. We do not guarantee arrival dates or times. We do not refund or credit shipping charges for any shipments. We currently only ship within the United States.  These shipping policies are subject to change at any time without prior notice.   

If you believe that you have been billed in error, please notify our Customer Care Department immediately. If we do not hear from you within 30 days after such billing error first appears on any account statement, the billing will be deemed accepted by you for all purposes, including resolution of inquiries made by your credit card issuer. You are deemed to have released Company from all liabilities and claims of loss resulting from any error or discrepancy that is not reported to Company within thirty (30) days of its appearance on your credit card account statement.

What form of payments are accepted?

We accept Visa, MasterCard, Discover and Paypal.

How can I add a discount on my order?

If you received a discount code from the Fragrant Jewels, you can enter this code at the check out page.  However, if you are receiving a free gift with your order, you will not be able to enter a discount code.

Why does my order show an old address? 

If you are paying through PayPal, be sure that your shipping address is current and correct.  In certain instances, PayPal retains outdated addresses.

Where do we ship?

We ship within the continental US and Alaska and Hawaii.   

When will my order ship?

Your order will be shipped from our warehouse within seven (7) business days following order confirmation.  

How can I track my package?

Once your order has been shipped, you will receive an email with the tracking number. Simply go to www.ups.com and track your package.  It may take up to 24 hours before your tracking information is updated.  We will ship to the address you designate with your order as your "shipping address".  If UPS reports that your package has been delivered to the address you provided, you are responsible for following up with the shipping company in the event that you do not receive your package.  The customer care number for UPS is 1-800-742-5877.

Will I be charged sales tax?

Current law requires us to collect sales or other applicable taxes, based on the order’s “shipped to” address. Fragrant Jewels follows the guidelines for each state as they pertain to your order.  Taxes will be displayed during the checkout process as an estimate and is labeled accordingly.

How should I care for my candle?

Keep the wick trimmed to about 1/4 inch to prevent your candle from smoking and burn your candle for no more than 3 to 4 hours per lighting.  You should never burn your candle while you are sleeping or leave it unattended. Nor should your candle be left in places that are in close proximity to children or pets.  Use a flat heat resistant surface for your candle to prevent damage. Allow your candle to cool completely before moving it.

What is your return policy? 

Please inspect your order carefully. All of our products are thoroughly inspected before they are shipped to ensure you receive the best possible product.  In the event of damage during shipping, please contact our customer service department within 3 days of receiving your purchase. Please be prepared to send photographs of damages.

Due to the nature of our products, all sales are final. We will replace items damaged during shipping when possible. Returns, refunds or replacement products for reasons other than damage incurred during shipping cannot be accepted.