FAQ
Frequently Asked Questions
Orders & Shipping
How do I place an order?
To place an order, select the KAELIROAY product you would like to purchase, choose any available options, add the item to your cart, and follow the instructions provided at checkout.
Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible after placing it.
We will make reasonable efforts to assist before the order enters fulfillment. However, once an order has entered the processing, packing, shipping, or dispatch stage, we cannot guarantee that changes or cancellations can still be made.
How do I track my order?
Once tracking information becomes available, we will send a shipping confirmation email to the email address used at checkout.
Please note that tracking information may take some time to update after a shipping label has been created. Carrier tracking frequency may also vary depending on the shipping provider and destination.
When will my order arrive?
Delivery times depend on your destination, carrier operations, customs processing, local delivery conditions, holidays, and other factors.
Order processing and estimated transit times are listed in our Shipping Policy.
All delivery timeframes are estimates and are not guaranteed delivery dates.
What should I do if my order arrives damaged, incorrect, or incomplete?
If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.
To help us review the issue efficiently, please provide:
• Your order number
• Clear photos of the product
• Photos of the packaging
• A photo of the shipping label, if available
• A short video if the issue relates to the glass container, candle surface, packaging, or product condition
Our support team will review the information and advise you on the appropriate next steps.
Product Support
What types of products does KAELIROAY offer?
KAELIROAY offers a curated selection of scented candles designed to bring warmth, fragrance, and atmosphere into everyday spaces.
Our collection includes:
• Jar Scented Candles
• Pillar Scented Candles
• Scented Tealight Candles
Available products may change as new collections and seasonal fragrances are introduced.
Are KAELIROAY candles made with different materials and finishes?
Materials, fragrances, containers, finishes, decorative details, and product construction may vary by product.
Because of manufacturing methods and natural characteristics of candle products, slight differences in:
• Colour
• Texture
• Surface appearance
• Fragrance intensity
• Wax finish
• Decorative details
• Product batches
may occur between individual pieces or production batches.
These slight variations are normal characteristics of scented candle products and do not necessarily indicate a defect.
Will the product look exactly like the photos?
We make reasonable efforts to display product colours, container designs, fragrance details, and overall appearance as accurately as possible.
However, appearance may vary slightly due to:
• Screen settings
• Lighting conditions
• Photography
• Wax characteristics
• Fragrance ingredients
• Manufacturing variations
• Product batches
Please review the individual product page for product-specific information.
How should I care for KAELIROAY scented candles?
For safe and enjoyable candle use:
• Trim the wick before each burn when necessary
• Keep the candle on a stable, heat-resistant surface
• Burn within recommended time limits
• Keep the candle away from drafts
• Do not leave a burning candle unattended
• Keep away from children, pets, and flammable materials
• Allow the wax to melt evenly during use
• Store candles in a cool and dry place when not in use
Always follow any product-specific care and safety instructions supplied with your item.
How should I care for glass containers and decorative candle details?
For candles with glass jars, decorative surfaces, or special design elements:
• Handle containers carefully
• Avoid dropping or placing excessive pressure on glass components
• Keep the candle surface clean from foreign materials
• Avoid contact with harsh chemicals or cleaning products
• Allow the candle to cool completely before moving
Please review the individual product instructions for additional care information.
What should I do if my candle has an issue?
If your KAELIROAY candle has a problem, please inspect the product carefully and avoid using a damaged candle.
Where applicable, check:
• Whether the container is intact
• Whether the wick is positioned correctly
• Whether the candle surface appears normal
• Whether the product packaging has been damaged during shipping
If the issue continues, please contact our customer support team.
Can I use KAELIROAY candles outdoors?
KAELIROAY candles are designed primarily for indoor fragrance and decorative use unless otherwise stated on the product page.
If using candles outdoors, please consider:
• Weather conditions
• Wind exposure
• Safe placement
• Protection from moisture
Never use candles in conditions that may create unsafe burning situations.
Are candle colours and fragrances identical between products?
Not necessarily.
Due to natural characteristics of wax, fragrance ingredients, production methods, and environmental conditions, slight differences may occur between candles.
Variations may include:
• Wax colour
• Surface texture
• Fragrance strength
• Appearance after burning
• Decorative details
These differences are considered normal characteristics of scented candle products.
Are KAELIROAY candles suitable as gifts?
Many KAELIROAY candles are selected with gifting in mind and may be suitable for occasions such as:
• Birthdays
• Holidays
• Anniversaries
• Housewarming gifts
• Celebrations
• Thank-you gifts
Packaging and included accessories vary by product, so please check the individual product page for details.
Are product dimensions exact?
Product dimensions shown on our website are intended to provide a useful reference.
Small variations may occur due to:
• Manufacturing methods
• Container production
• Wax filling processes
• Measurement techniques
• Product batch variations
Please review the individual product page for product-specific dimensions.
Returns & Warranty
What is your return process?
Before returning any product, please review our Return Policy and contact us to obtain return instructions.
Returns sent without prior authorization or without following the provided instructions may not be accepted.
Does KAELIROAY offer a warranty?
Eligible KAELIROAY products may be covered by a limited warranty against qualifying defects in materials or workmanship during normal intended use.
The applicable warranty period, where offered, will be stated on the relevant product page, product documentation, or order information.
For additional information, please review our Product Support & Warranty information.
What should I do if my product develops a problem?
If your KAELIROAY candle has an issue involving the container, packaging, wick, fragrance, or product condition, please avoid using the product if safety concerns are present.
Contact:
Please include:
• Your order number
• Product name
• A description of the issue
• Clear photos where relevant
• A short video demonstrating the problem where possible
This will help our support team review your request more efficiently.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout.
Prices are displayed and processed in U.S. dollars (USD). Payment options may vary depending on your location, device, and the payment services available at the time of purchase.
Is my payment information secure?
Payments are processed through the payment methods and payment service providers displayed at checkout.
KAELIROAY does not ask customers to send complete payment card information through email or customer support messages.
For additional information, please review our Payment & Security information.
Product Information
Where can I find detailed product specifications?
Product-specific information is provided on the individual product page and may include:
• Candle dimensions
• Wax information
• Fragrance notes
• Burn time
• Container details
• Design features
• Care instructions
• Recommended use
Because specifications vary between products, please review the relevant product page before purchasing.
Can colours and fragrances feel different in person?
Yes.
Candle colours and fragrance experiences may vary slightly depending on:
• Screen settings
• Room environment
• Personal scent perception
• Wax characteristics
• Fragrance composition
• Product batches
We aim to represent each product as accurately as reasonably possible.
Do scented candles have identical finishes and fragrance details?
Not necessarily.
Scented candles featuring different wax textures, fragrance compositions, decorative elements, or handcrafted details may show slight differences between individual pieces or production batches.
These minor variations can occur as part of normal manufacturing.
Contact Us
If you have questions about your order, shipping, returns, product care, product specifications, warranty support, or candle usage, please contact us at:
Email: service@kaeliroay.com
For order-related inquiries, please include your order number whenever possible.
For product support, including your product name and a short description of the issue will help us assist you more efficiently.
Brand: KAELIROAY
Website: kaeliroay.com
Legal Entity:
Shenzhen Ruihua Technology Co., Ltd.
Registered Address:
Room 1403, Jihua Building, No. 6 South Second Lane, Changfa Middle Road, Bantian Community, Bantian Street, Longgang District, Shenzhen, China
Unified Social Credit Code:
91440300MAE9RELT78
Customer Support Email:
service@kaeliroay.com
KAELIROAY — Scented Candles for Beautiful Everyday Moments.
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