Frequently Asked Questions

orders & shipping

What payment methods do you accept?

We're all about making your shopping experience as easy as possible, so we accept all major credit cards and PayPal.

When will my order ship?

We're so excited for you to receive your order! Once your payment is verified, please give us up to 1-4 business days to process and ship your order. During peak times (like the holidays), please allow up to 5 business days for us to dispatch your goodies.

How long will it take to receive my order?

On average, it takes 5-8 business days for delivery within the USA, and 3-7 business days for delivery within Canada. Don't worry, your handmade goodies will be worth the wait!

I need to change or cancel something on my order. How can I do that?

We're all about flexibility, so if you need to make a change or cancel your order, please reach out to us as soon as possible! Once your order has been processed, we won't be able to make any changes or cancellations. 

My order status says "Unfulfilled". What does that mean?

No need to panic! "Unfulfilled" just means that we've received your order and we're working on getting it ready to ship. Once your order is processed and on its way to you, you'll receive a tracking number and your order status will change to "Fulfilled."

How do I return an item & what about exchanges?

Returns:

Oh no! We're so sorry to hear that something wasn't quite right. To start the return process, please reach out to us at baskhour@gmail.com with your order number and the reason for your return.

We have a 10-day return policy, so please make sure to reach out to us within that time frame. Just keep in mind that shipping charges are non-refundable, and your item will need to be in its original condition (unworn or unused and in the original packaging). Customers are responsible for the return shipping fee to Baskie HQ.

Exchanges:

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 baskhour@gmail.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.

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

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 baskhour@gmail.com

Can I place a wholesale order?

We would love working with other businesses, especially our local friends! Please reach out to us at baskhour@gmail.com to discuss wholesale pricing and options.

product info

Are your candles and diffusers safe for pets, kids, and sensitive noses?

We use clean, phthalate-free fragrance oils and a natural wax blend (soy, coconut, and beeswax), making our candles and diffusers a safer choice for most homes. However, always keep them out of reach of children and pets, and make sure the room is well-ventilated if anyone in your space is scent-sensitive.

Are your products non-toxic?

Yes! All our candles and reed diffusers are made with non-toxic, phthalate-free fragrance oils and free from parabens or harsh chemicals. Our reed diffuser base is naturally derived from sustainably sourced soya-based glycerin — no alcohol, no synthetic dyes, just clean & simple ingredients. Plus, our FSC-certified wooden wicks are untreated and safe for indoor use.

Rest assured, our products are 100% non-toxic and handmade with love <3

What makes Bask Hour eco-friendly?

Being eco-friendly isn’t just a buzzword, it’s our baseline. We handcraft our natural candles and diffusers using clean ingredients like a natural wax blend (soy, coconut, and beeswax) and clean fragrance oils free of phthalates and parabens. Our entire packaging process is 100% plastic-free! From recyclable shipping boxes and kraft paper tape to biodegradable packing peanuts. We also source locally whenever possible to keep our carbon footprint low. It’s self-care that cares back ;)

If you have any questions or feedback, contact us :)

How can I ensure I am safely burning and caring for my candle?

Great question! We recommend burning your candle on a fireproof surface and trimming the wick to 1/4" before each use. And of course, never leave your candle unattended (because we love you and want you to stay safe). We also encourage you to give a little peek to our Safety Guide 101 to get the most of your products :)

Why isn't my wood wick staying lit?

Oh no! First, make sure you're burning your candle on a level surface and trimming the wick to 1/4". If that doesn't work, try relighting the wick with a lighter or match, and hold the flame to the wick for a few extra seconds to get it going. If all else fails, give our customer service team a holler and we'll get you sorted. We also encourage you to read our Safety Guide 101 so you can get the most out of your products!

Why is my candle sweating?

Candle sweating is a natural occurrence with candles made from natural wax and fragrance oils. The process is known as "sweating" or "candle sweating," and it happens when the candle is exposed to temperature changes or high humidity. The natural wax in the candle can sometimes release excess moisture when it interacts with the fragrance oil.

Rest assured, this sweating doesn't affect the quality or performance of the candle. It's simply a sign that your candle is made with natural ingredients. To minimize sweating, store your candles in a cool, dry place away from direct sunlight or temperature fluctuations. Once the candle is lit, any moisture will dissipate as the wax melts.

If you have any concerns or further questions, please don't hesitate to reach out to us!

What’s the best way to use a reed diffuser?

Place your diffuser in a well-ventilated room with some airflow — movement helps distribute the scent more effectively. Insert 6–7 reeds for a balanced throw, and add more if you'd like a stronger scent. Flip the reeds every 1–2 weeks to refresh the aroma. Keep it away from direct sunlight and heat for best results.