FAQ

Shiping

Where do you ship to?

We ship candles within the United States. Due to the nature of fragrances we cannot currently ship to Alaska, Hawaii and overseas US territories.

When will my order be shipped?

Orders are fulfilled and shipped usually within 48 hours following the day the order was made. All orders are processed and shipped Monday to Friday with the exception of holidays. 


We ship from our fulfilment center in the Southeastern USA.

Do you offer free shipping?

Standard shipping within the continental US is free on any order above $75 (not including promotions). 

Do you ship to PO or freight forwarder addresses?

We permit the use of a freight forwarder service, as well as shipments to PO addresses. Before placing your order, please be aware that Overose will not be responsible for any damages to the product caused by transportation when the service of a freight forwarder is used. No damage claims, as well as non-delivery claims can be made to Overose once the parcel has left our fulfilment center, as we cannot guarantee how any freight forwarders are handling their shipments.

What shipping methods does Overose offer?

Our standard shipping method for all orders is FedEx Ground, which usually arrives within 5-8 business days.

Delivery & Returns

How can I track my order?

You will receive an email with your tracking information once your parcel has been shipped. If you have not received your tracking link, please make sure to check your email spam folder. You can also track your order in your personal Overose account.

Please contact our customer service at customercare@overose.com if you have any questions regarding your order tracking.

Can I change or cancel my order?

Unfortunately, we cannot change any orders after they have been placed. This includes adding or removing any items or changing the shipping method.


If you made an error with your shipping address or you want to cancel the order, please reach out to us as soon as possible at customercare@overose.com. We will always try our best to help you in this situation but we are not able to garantuee it. We are only able to stop the order or edit the shipping address as long as the parcel was not picked up by the shipping carrier yet.

Can I return my order?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. 

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. Unfortunately, original shipping fees are non-refundable.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@overose.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items or items purchased on discounts cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@overose.com

Shipping
To return your product, please contact us at customercare@overose.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, as well as the original cost of shipping to you.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


My order arrived damaged or incomplete

If your parcel arrives missing items, incorrect items, or with any damage to the items, please reach out to us directly at customercare@overose.com

Please include photos of your packing slip and any damage.

Product Questions

Are Overose products vegan?

All our products are vegan. This includes the candles as well as our fragrance collection. Non of our materials are made of animal derived ingredients such as bees wax or animal musks.

Are Overose products cruelty-free?

Yes, Overose is cruelty free. Non of our products are tested on animals.

How do I apply my fragrance?

In order for the perfume to bloom delightfully, apply directly to the skin. The warmth of your skin will exalt all the beautiful aromas of the fragrance.


Don’t rub into the skin, instead, gently spray on your pulse points like the sides of the neck. Our favourite way to apply fragrance is to spray the fragrance in the air and walk through the exquisite cloud of aromas.

How do I care for my candles?

Overose scented candles are crafted in the finest wax and aromatics available. Each candle fuses with globally sourced wildcrafted, some organic essential oils, dreamy fragrances and features a special in-house botany wax blend. To make sure your candle burns beautifully we recommend you to :


- let it burn long enough to melt the entire surface on top of the candle for two to three hours the first time you light it


- burn the candle for two or three hours at a time. Burning the candle longer could lead to the jar heating up and could damaged the candle.


- re-centre the wick towards the middle once you blow the flame. Once the wax pool becomes liquid, the wick can move and fall into the wax.


- your candle should burn cleanly. Before each burn, trim the wick to long to avoid smoke and get a longer burn.


- do not burn the candle until the base when there is less then ¼" of wax left


- ideally use a snuffer to put our your candle


- never leave a burning candle unattended


- never move your candle while burning


- keep your candle out of reach of children and animals


- keep your candle away from anything that could catch fire


- We hope that you will enjoy your candle and that the fragrance will bring joy and happiness to you.

What is that donut shaped foam on top of my candle?

The foam is made of a recycable materials and helps to protect your candle during shipping and transportation. A candle is a senstive product that reacts to temperatures, melting in high temperatures and shrinking in cold temperatures. This foams protects the wax inside from aesthetic issues.

The product I want is out of stock, will it be available again?

We always suggest subscribing to our emails to ensure you are getting first-access to new products, promotions, and news. Limited Edition products should be clearly marked. In general, when these go out of stock, it’s for good.

Why is the Croissant candle always out of stock?

We always try to be in stock as much as possible. Unfortunately, the pandemic related supply chain disruptions and the difficult international logistic situation is making it hard to stay in stock for the moment. We expect that by early 2022, the situation will be more resolved and Croissant can be a stable stock.