Customer Service Customer Service

When will my order ship?

Once received, your order will be confirmed within one day via email.  Each Lumière Lauren candle is made to order.  Please allow 3-5 days to make and cure your candles before shipping and up to 2 weeks during our busy season (October thru December is our busy season-orders must be received by Dec. 10th to guarantee delivery before December 24th)

What are my shipping options?

All orders will receive FREE shipping. (Please note: Free Shipping will not apply to wholesale accounts or fundraisers.) At Lumière Lauren, we ship all products via UPS ground. We currently ship only in the continental United States.  UPS ground shipping takes 1-7 business days to arrive once it leaves our warehouse in Marblehead, MA. Faster shipping options are possible where available, however, they are not free.  Please indicate your preference at checkout.  Once your order has been shipped, you will receive a shipping confirmation email with a tracking number from UPS (

Is my information secure?

This is a concern for all of us as we shop online and we totally understand that.  Lumière Lauren is committed to your complete privacy and the security of your personal information. We advise our customers to never send their credit card information or your password via email.  You are also welcome to pay by check or money order.  Orders paid by check will need to clear before the order is shipped.

What is your privacy policy? is committed to the complete privacy and security of our customers.  At no time will your information be sold nor will it be viewed by any outside entity.

When will my credit card be charged?

Your credit card will be charged when your order is ready to be shipped.

Can I make changes to my order?

We do our best to accommodate all requests.  If you need to change your order please contact us AS SOON AS POSSIBLE (call 617-839-6493).  Changes to your order must be received BEFORE your order has been shipped.

What is your return policy?

It is important to us that you are completely satisfied with your purchase.  If you are not happy with your purchase we will exchange it or refund your money.

Items returned to us must be received in resalable condition.  Shipping costs are your responsibility. 

Open items can be exchanged but please note: Items that have been used are not returnable! Please contact us at 617-839-6493 or email us at within 7 days of receiving your order if there is a discrepancy with your shipment.

 Address your return to: Lumière Lauren

                                   11 McKinley Rd

                                   Marblehead, MA 01945

Please send your return package via UPS or Parcel Post insured. Insurance protects you in case the items are damaged or lost in transit.

 ** Make sure the items are well protected and packaged similar to the way you received them. Whenever possible, use the same packaging that was used to ship the items to you. Items must be received in new/resalable condition for a refund.

Once we receive your returned package, we will issue you a refund for the price of the products you returned (including tax, if any). Shipping costs will not be refunded. If you paid by credit card, we will charge-back the amount to your credit card.

Please allow up to 14 days for us to receive and process your refund. We will contact you via email to inform you that the refund has been issued.

Exchanging an item at Lumière Lauren: If you wish to exchange product(s), please note that return shipping costs are the sole responsibility of the customer.

How do I contact you?

Contact us at  You can also call 617-839-6493 to speak to a customer service representative.  You can also leave a message and someone will return your call promptly.

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