Sero Service
We're new, so we need your help to learn what we're doing well, and what we're not.
We care how you feel about us - so please don't hesitate to get in touch!
- We offer free domestic shipping on every order. Expedited shipping is also available.
- You can see the available shipping options and delivery times at checkout.
- We aim to ship every order the following business day.
- If your package should have arrived by now, or says delivered and isn't, please contact us to get it sorted. We'll deal with the annoying shipping companies and get you your order as quickly as possible.
- Any products still in new condition can be returned for a full refund or exchange. If we no longer sell the product, we will request you accept an exchange or store credit.
- We're happy to provide a shipping label. If there was something wrong with the product or it's not as expected, we'll pay for it. If you just changed your mind, we'll deduct the shipping amount from the refund (which we'll confirm with you prior).
- If you want to return a used or defective product, please see Refunds for more details.
- If your product arrives damaged or defective, we will issue a refund or send a replacement right away.
- If the quality of your candle containers or refills don't live up to expectations, let us know. We'll want to learn a bit more so we can improve, and are happy to issue a refund or replacement within reason (we're small - don't abuse us, please).
- Outside of returns (see above), if you need a refund a different reason, please reach out and we'll help as best we can.
Ordering Questions
We offer a free standard shipping on every order, which is 4 - 6 days in the US. We also offer expedited shipping options you can see at checkout.
Let us know! Your smelling preferences are what help us develop future scents. If the one you received didn't hit the mark, we'll get you a new scent to replace it.
As soon as possible. More information to come soon.
We absolutely will, both in different sizes and materials. Stay tuned.
Burning Questions
You sure can. The aluminum recycling process will burn off any remaining wax, but for the sake of the rest of the recycling supply chain, we encourage you to burn each candle completely.
They should burn just like a cotton wick, except nicer (in our opinion). You should keep your wick trimmed to 1/4" between burns and discard any debris for the best quality burn.
Your first burn should be at least a couple hours to pool the wax completely and avoid tunneling. After that, we recommend burning for 1-4 hours for the best candle life.
This is a trick question - of course it does. You should only burn our aluminum candle refills in a Sero Candles container to protect yourself and your furniture.
Allow your candles to cool before swapping new scents in or out.