FAQs – Overose
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Congratulations! Your order qualifies for free shipping Free Shipping On All US Orders

SHIPPING

 

Where do you ship from?

United States

Orders are processed and dispatched within 1~2 business days from our US based warehouse. No additional duties or fees are applied. Orders are shipped via USPS/Fedex.

Standard shipping times: 2~4 business days

Standard shipping is free on all orders.

 

Canada

Orders are processed and dispatched within 1 ~ 2 business days.

Standard: 5~8 business days (UPS International Standard Tracked)

Standard shipping is a flat rate of $9. For Canada delivery, custom fees & duties are not included.


When will my order be shipped?

Orders are fulfilled and shipped usually within 1-2 business days. All orders are processed and shipped Monday to Fridays. Once your order has been dispatched, you will automatically receive an email with your tracking number to track your order directly online. It can take up to 48 hours for your tracking information to update.

  

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.

  

Do you ship to PO Boxes or Freight Forwarders?

We ship to PO Boxes and  Freight Forwarder services. 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.

 

 

ORDERING

 

What payment methods do you accept?

We accept Mastercard, Visa, American Express, Shop Pay, Apple Pay and Google Pay.

 

What can I do if my payment is declined?

We recommend checking that your card's billing details (such as the security code and zip code) match what you’ve entered into our system, and that your card is not expired.


Can I change or cancel my order?

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.

 

I forgot to add my discount!

We are able to apply your discount code retroactively onto your order - please reach out to us a customercare@overose.com

 

This is a gift, do you offer gift wrapping /gift receipts?

Overose does not offer gift wrapping at the moment. Every order is shipped with a gift receipt, which does not reveal any payment information or pricing. We are working on offering gift messages for the near future.


My order arrived damaged or incomplete

If your parcel arrives with 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.

 

How can I check the status of my order?

You can view order status on your Account page, which will be updated after your order is placed and again once your order ships.


How do I apply a discount code?

To apply a discount code, just enter it in the Discount Code field at checkout. Enter your code into the box ‘Gift Card or Discount Code” and click apply.

 

Can I use multiple promotions or discounts on my order?

Only one discount code can be used per order

 

 

RETURNS

 

What’s your return policy?

We hope that you love your Overose products as much as we do. If for any reason you wish to return your products, you have fourteen (14) days after the order has been delivered.

Please note that all items must be returned unopened in original packaging. If goods returned are not in a re-sellable condition, we cannot accept your return.

Notice: We offer bundles to allow our customers to take advantage of bulk discounts and are therefore not able to offer any returns/exchanges on these specific items. Items purchased through promotions and on sale are not eligible for refunds.

 

How to return your product(s)?

To return a product, please send an email to customercare@overose.com and we will provide a return authorization and mailing information. You will be responsible for paying for your own shipping costs when returning your item. We cannot guarantee that we will receive your returned item, so please keep the tracking info. Original shipping costs are not refundable as these are paid directly to the shipping carriers.

Once your return is received, please allow up to three business days for your refund to be processed. You will receive a return confirmation email once your refund has been processed; the amount will be posted to your bank account within 5-10 business days. Refunds will be issued to the original form of payment for the amount of the item

 

 

 

PRODUCTS

 

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 please reach out to us a customercare@overose.com

 

How can I sample your fine fragrance? 

You are able to shop our discovery set in order to test the fragrance before committing to a full size bottle.

 

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.

 

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