Frequently Asked Questions:
Where are you located?
Costa Mesa, CA
Do you offer wholesale?
Yes! We offer wholesale and would love to wholesale to you! Email us to inquire about our wholesale options and pricing: hello.osoy@gmail.com
Where do you ship to?
We currently ship anywhere in the USA and Canada.
Which mail carriers do you use?
For USA orders, we ship via USPS and UPS and charge a flat rate of $8.95 regardless of order size. For Canada we ship either USPS or UPS and the shipping fee is determined by the shipping carrier at checkout.
How long will it take to get my order via mail?
We are generally very quick to pack and ship, especially for small business. Typically, orders will ship the next day (M-F) however, in more rare cases please allow up to 3 business days for your order to ship - especially during busy launches, restocks etc. Once shipped, packages will arrive within 3-5 business days. There is always a "current lead time" listed in the banner/top of the webite.
How does local pickup work?
Local pickup is free. At checkout, select the local pickup option. Once your order is prepped and ready for pickup (typically within 1-3 business days), you will get an email telling you exactly how to schedule your pickup. Please do not DM us on instagram to schedule. Pickup is in Costa Mesa, CA and I aim to make it as simple and as flexible possible.
All local orders must be picked up within 7 days of ordering. If you cannot pickup within 7 days, please choose the $8.95 shipping option.
Can I send a gift to a friend, family or loved one?
Absolutely. Our invoices never include cost, it is simply an itemized receipt, which essentially serves as a gift receipt. If you'd like to include a special note, please type it out in the order notes BEFORE checkout. We will highlight your note for the recipient to see! And of course, be sure to use their shipping address if you want it sent directly to them!
Do you offer gift cards?
Yes! CLICK HERE Sometimes we forget to get that special someone a gift and realize it at the last minute! We've got you covered. O'Soy gift cards are delivered digitally and are sold in increments of $25.
Enter the recipient's email at checkout (not your own) and it will be delivered immediately to their email.
If you would like to send the gift card yourself, at a later time, enter your own email at checkout then forward to your loved one, friend, co-worker etc. whenever you'd like to do so!
**We do not offer physical gift cards.
Do you accepts returns or exchanges?
We do not offer refunds. However, if your item arrives damaged (broken glass), we will happily offer a replacement. If you are absolutely unhappy about an item you ordered, please reach out via email to see if we can make it right: hello.osoy@gmail.com
Stolen packages, packages delivered to the wrong address, or entering your address incorrectly:
If UPS/USPS fails to deliver your package correctly or if your package is stolen, this is not the responsibility of O’Soy. You will be prompted to file a claim through the carrier for a full refund — a mishap such as this is completely out of our hands and is solely to responsibility of the carrier. Please be sure to ship your candles to a reliable address that doesn't have frequent delivery issues.
Please always be sure to double check your ship to address at check out. If you input the wrong ship to address, the package will be returned to O'Soy and there will be a $8.95 re-ship fee since we don't get a refund on shipping when it's returned to sender and we have to pay for shipping twice.
What if my order arrives broken or damaged?
If this happens, we've got you covered. Please email us a photo of the following ASAP:
- a photo of the damaged item up close
- a photo of the box, showing all packaging used to protect the item
- a photo of the shipping label on the box
Please send your email to hello.osoy@gmail.com (please do not DM us about this as it's easy to lose track of this information)