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FAQ

  • Do You Sell Cash Vouchers?

    Yes, we do.You can purchase our voucher in any of our stores.

    Each voucher can be used to redeem one of the following items:

    • Large Jar Candle (worth $288)
    • Large 2-Wick Tumbler Candle (worth $288)

    Each voucher has an expiry date of 1 year from the date of issue. It is a great gift for your loved ones as they are able to choose the fragrance they love :)

    We will require the gift card to be presented over our counter for each redemption, so please do not lose the voucher! Our voucher are non-replaceable, non-reinstatable, and non-refundable.

    If you have more questions, drop us a message here.

  • Do You Sell Gift Cards ?

    Sorry, we don't.

    If you have more questions, drop us a message here.

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    • Why Do People Use Scented Candles?

      Candles are perhaps one of the most enjoyable and affordable luxury items available to everyone. They are beautiful and magical, infusing the home with color and fragrance. They can create a special warmth and ambiance to bring a special sense of calm and well-being.

      In addition, studies have also shown that there is a strong correlation between smells and moods, scents and memories because our brain's limbtic center, which is the area that processes emotions, is tied to the brain's olfactory bulbs, which processes smell. Hence, with Yankee Candle's true-to-life scents, you can be sure to take a happy and pleasant walk down memory lane.

    • Are Certain Candle Waxes Better Than Others?

      According to the National Candle Association: No. All types of quality candle waxes have been shown to burn cleanly, safely and in the same manner. U.S. candle manufacturers select waxes or blends of waxes based on their suitability for specific types of candles or formulation profiles, as well as their own candle-making preferences.

      The candles at Yankee Candle are made from premium, high quality food grade paraffin wax which can also be found in makeup and food. This paraffin wax has undergone many rounds of distillation and refinery to reach this quality. The Tumbler candles are made from a blend of aforementioned paraffin wax and soy wax. The candles at Yankee Candle is non-toxic and safe for use. For more information about the safety of scented candles, please refer to the National Candle Association website at http://candles.org/about-the-nca/.

    • Are Scented Candles Safe?

      A well-made and properly burned candle, whether scented or unscented, will burn cleanly and safely. Although there are no known health hazards associated with the use of scented candles, unfounded concerns about the safety of man-made fragrances vs. “natural” fragrance materials and essential oils continue to pepper the popular media and Internet. The fragrances approved for candle usage – whether synthesized or “natural” – do not release toxic chemicals.

      Yankee Candle is endorsed as a candle supplier by the NCA and adheres to all the industry standards set out to make its candles safe for use.

      For more information about the safety of scented candles, please refer to the National Candle Association website at http://candles.org/about-the-nca/.

    • Are Candles Made From Paraffin Wax Safe?

      Validated scientific studies have shown that all major candle waxes exhibit the same basic burn behavior and produce virtually identical combustion byproducts, both in terms of composition and amount. To date, no peer-reviewed scientific study has ever collected or analyzed any emissions data on any candle wax, including petroleum-based paraffin, and proven them to be harmful to human health.

      The candles at Yankee Candle are made from premium, high quality food grade paraffin wax which can also be found in makeup and food. This paraffin wax has undergone many rounds of distillation and refinery to reach this quality. The Tumbler candles are made from a blend of aforementioned paraffin wax and soy wax. The candles at Yankee Candle is non-toxic and safe for use.

      For more information about the safety of scented candles, please refer to the National Candle Association website at http://candles.org/about-the-nca/.

    • I Am Pregnant. Can I Still Use Your Candles?

      As different individuals have different body compositions and reactions, we would advise you to seek your doctor's opinion on it. If you are concerned, we would suggest that you light up the candles again after pregnancy.

      To date, no peer-reviewed scientific study has ever collected or analyzed any emissions data on any candle wax, including petroleum-based paraffin, and proven them to be harmful to human health.

      The candles at Yankee Candle are made from premium, high quality food grade paraffin wax which can also be found in makeup and food. This paraffin wax has undergone many rounds of distillation and refinery to reach this quality. The Tumbler candles are made from a blend of aforementioned paraffin wax and soy wax.

      For more information about the safety of scented candles, please refer to the National Candle Association website at http://candles.org/about-the-nca/.

    • How Do I Use Candles Safely?

      Here are the three basics rules of candle safety:

      1. Never leave a burning candle unattended.
      2. Never burn a candle on or near anything that might catch fire.
      3. Keep candles out of reach of children and pets
    • How To Prevent Black Smoke And Soot When Using My Candle?

      Black smoke and soot are formed when there is incomplete combustion of the flame, mainly due to long wicks and flickering flame. To prevent these from happening:

      1. Trim your wick

        Always trim your candle's wick to 3mm before each use so that the flame can focus on melting the wax of the candle, instead of burning the wick which produces the soot and black smoke.

      2. Use an illuma-lid

        An illuma-lid steadies the candle flame and prevents it from flickering and dancing. A steady flame will ensure even heat distribution and prevent black smoke from forming.

    • My Candle Is Not Burning At The Sides. What Should I Do?

      We are sorry to hear that your candle is not burning at the sides. It seems like your candle has tunnelled.

      Tunneling is a condition during the first burn when we extinguish the flame before the wax has completely melted to the edges of the container. It looks like this:

      Here are 3 solutions to fix tunneling:

      1. Use an Illuma-Lid

        The Illuma Lid steadies the flame of the candle and encourages even heat distribution within the candle itself. It traps the heat and encourages the flame to extend beyond its comfort zone. However, this method will not work if you are trying to rectify the problem when you have burn the candle for more than 3 times.

      2. Use a Candle Warmer

        Candle warmers melt the candles from top down, the wastage wax at the side will subsequently melt into a wax pool as well. A beautiful wax pool is created and the fragrance is released. In this way, you do not have to worry about wasting wax again!

      1. What Is The Burn Time Of Your Candles?

        Product Burn Time Small Jar Candle

        20 - 30 hours

        Small Tumbler Candle

        35 - 45 hours

        Large Jar Candle

        110 - 150 hours

        Large 2-Wick Tumbler Candle

        75 - 110 hours

        Votive Candle

        Up to 15 hours

        Pure Radiance Large Vase Candle

        120 - 165 hours

        Pure Radiance Medium Vase Candle

        75 - 100 hours

        Tealight Candles

        4 - 6 hours each

        Good Air™ Tumbler Candle

        40 - 45 hours

      2. How Long Can Your Car Fragrances Last?

        Product Shelf Life

        Car Vent Sticks

        Up to 1 week each

        Car Jar Ultimate

        4-6 weeks

        Car Jar 3 Pack

        4-6 weeks

      3. How Long Can Your Reed Diffusers Last?

        Product Shelf Life

        Mini Reed Diffuser (35ml)

        Up to 4 weeks

        Signature Reed Diffuser (88.7ml)

        2-3 months

      4. How Long Can The Candle Warmer's Bulb Last?

        The bulb can last up to 1000 to 1500 hours.


        Tips on using a candle warmer:

        • A bulb lifespan depends on the external environment/factors such as warming the candle in an aircon room and/or Switching the warmer On & Off will result in shorter lifespan

        • Wear a glove/use a cloth when installing the bulb, avoid using bare hand.

      5. How To Love Your Yankee Candle

        Follow these 5 ways to love your Yankee Candle:

        1. Find your favourite.

          There are hundreds of choices.

        2. Trim your wick.

          Keep your wick trimmed to 3mm at all times before each burn.

        3. Let the wax pool.

          Each time you burn your candle, allow the entire top layer to become a fragrant pool of liquid wax and you'll get the biggest, boldest scent possible.

        4. Burn it safe.

          Always burn your candles on a heat-resistant surface, keep it out of drafts, and never leave it unattended when lit.

        5. Know when to say goodbye.

          When only half inch of the wax remains, it is time to let your candle go.

      6. What Is The Difference Between A Single Wick and A 2-Wick Candle?

        The only difference would be the time taken for the candle to reach its full fragrance potential. A single wick burns slower, so it takes longer for a wax pool to be formed, and the full fragrance potential to be achieved. The 2-Wick candle on the other hand, burns twice as fast, so it forms a wax pool faster, and the full fragrance potential is achieved faster.


        There is no difference in the candle quality and the scent throw of the candle for a Single Wick and 2-Wick candle. Many people have often mistaken that the scent throw for a 2-Wick candle is stronger, but this misconception only comes about because the 2-Wick candle burns faster hence it releases the fragrance faster than a single wick.


        We would recommend candle users who are busy and are only at home for a short period of time to use a 2-Wick Large Tumbler candle as it is faster to achieve a full fragrance effect. For candle users who are at home most of the time, we would recommend taking the single wick candle as it burns longer and you can enjoy the fragrance slowly.

      • Can I Place A Bulk/ Corporate Order?

        Definitely! We have a corporate gift programme for all occasions to suit your every needs. Read more it here.

        To request for a quote, please send an email to customercarehk@puresenses.co with the following details:

        1. he items that you are interested in
        2. Approx quantity
        3. Date which you need the items
        4. Budget for each item

        We will get back to you within 2-3 working days upon receipt of your email.

      • Can I Use My Gift Voucher To Buy Online?

        Unfortunately our e-commerce store is unable to accept payment by gift vouchers yet. Hence, you will still need to redeem your candles from the standalone stores itself.

        Here is a list of our store locations you can redeem your vouchers at. Please note that the vouchers are not accepted in departmental stores.

      • How Do I Search For A Product On Your Website?

        We categorize our products by their 1. Fragrances and 2. The Forms they come in.

        In the Search Tool Bar that you see on the top of each page, you can search for the product you want by typing in the:

        1. Fragrance name: Balsam & Cedar, Lemon Lavender

        2. Forms they come in. Large Jar, Small Jar, Tealights

        If the search generates no results, it could mean that:

        1. There is a spelling error; or

        2. The item you are searching for is out of stock; or

        3. We do not carry this item in Singapore

        If you have more questions, you can drop us a message here.

      • How Do I Buy From Your Website?

        To buy from our website, here are the following steps:

        1. Step 1: Click into the item that you want to buy.

          We are going to use Island Spa Large Jar candle as an example.

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        2. Step 2: Click the "Add to Cart" icon to add the items into your shopping cart for check out.

          You can also click on "View Quantity Discounts" to check what savings you can enjoy if you buy in bulk!

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          If there is any error message which popped out after you clicked "Add To Cart", please drop us a message here.

        3. Step 3: A pop up will appear to confirm that you have added the item to your shopping cart.
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          You can then continue shopping around our site and adding items to your shopping cart.

        4. Step 4: When you are ready to check out, click on shopping bag to be directed to your shopping cart.
          • Check and ensure that all the items you want are all in your shopping cart.
          • If you would like to remove an item from your shopping cart, indicate the quantity and click the "X" button on the same row as the item.
          • If you would like to continue shopping, click the "Shop For More Items" icon.
          • Click on the "Recalculate" icon to recalculate your total purchase if you had made any changes to your orders.
          • Click "Proceed to Checkout" when you are satisfied with your order.
        5. Step 5: Fill in your contact information and delivery address at the check out page.

          All the fields marked with * are compulsory. "Region" is the area you are staying at in Singapore. For example, Tampines, Woodlands, Sembawang. If you had purchased from us before, your IP address will be logged and saved, and you can choose from your previously saved address to save time filling in the fields.

        6. Step 6: Choose your shipping method.

          Do you want us to deliver to you, or would you prefer to pick it up in store? Let us know!

          If you had spent $1,500 and above, you will get to enjoy FREE SHIPPING! Just select "Free Shipping" button if you want us to deliver to you.

          If you had spent less than $500, there will be an additional $50 delivery charge.

        7. Step 7: Choose your payment method.

          Currently, we are using PayPal as our payment gateway. On the PayPal platform, you can either choose to pay by:

          1. Your PayPal account.
          2. Credit/ debit card (you do not have to create a PayPal account for this)
        8. Step 8: Click "Place Order" on the right side after you had fill in all the required fields.

          You will be directed to an intermediary page. Press "Continue" to go to the PayPal page to make payment.

        9. Step 9: Payment

          There are 2 options to make payment:

          1. Your PayPal account
          2. Credit/ debit card (you do not have to create a PayPal account for this). Follow the instructions accordingly to make payment via PayPal.
        10. Step 10: Delivery

          Once we have received your payment via PayPal, we will send you an email to confirm that we had received your order and payment.

          And tada! Your Yankee Candle products are now being prepared and will reach you between 5-7 working days!

          If you have more questions, you can drop us a message here

      • How Do I Remove An Item Or Change The Quantity From My Shopping Cart?

        So, you are already at your shopping cart, ready to check out when you realised you need to add or remove an item from it. What do you do now?

        To Remove An Item:

        Click the "x" icon beside the item to remove that item from the shopping cart. I am going to remove the Scroll Lantern Black Candle Warmer.

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        The page will auto-refresh itself to show the updated shopping cart after you clicked the "x" button.

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        To Change The Quantity

        Key in the quantity you would like to change to in the field box, and press Enter. The page will auto-refresh to show the updated cart.
        I have changed the quantity from "1" to "2".
        Alternatively, you can also click "Recalculate" after you have changed the quantity.

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      • How Do I Know If My Order Is Confirmed?

        You will receive an email regarding your order confirmation in your inbox with your order number. Once we have received your payment via PayPal, we will also
        send you an email to confirm that we had received your order and payment.

        And tada! Your items from Yankee Candle will be prepared and delivered within 5-7 working days!


        If you had submitted an order without making any payment, you will still receive an email regarding your order confirmation in your inbox. However, we will not
        process your delivery as we did not receive any payment from our end.


        If you need help with making payment, please look here.


        Alternatively, you can drop us a message here.

      • I Want To Add and/ or Cancel Items After I Have Submitted My Order And Made Payment

        This only applies to orders which has not been delivered.

        Please send us an email to customercarehk@puresenses.co with:

        • Your order number
        • The items you want to add or cancel

        If you would like to add items which are below $50, and do not want to incur additional delivery charge, we will generate an e-invoice for you to make payment
        online. This e-invoice will be sent to your email.

        If you would like to cancel items from your order, we will process the refund accordingly via PayPal and remove the items from your delivery.

        If you have more questions, click here to drop us a message.

      • Can I Place An Order By Phone?

        Definitely! Call us at +852 2362 0908 or WhatsApp us +852 5244 5850. We will take down your order through your phone, and send an e-invoice to your email address for you to make payment
        online. We accept Visa, Mastercard, and AMEX.

        We are available to speak with you from Monday to Sunday, 12pm to 9pm. 

      • Do You Have A Loyalty Programme?

        Yes, we do! Find out more about loyalty programme here.

      • What Are The Benefits Of The Loyalty Programme?

        The perks of being part of our Loyalty Programme includes but not limited to:
        • 2% REBATE on regular priced and discounted items, which will be applied on the next purchase.
        • Be the first to learn about new promotions through emails.
        • Cash rebate never expires.

          If you have further questions, please drop us a message here.

        • How Do I Join The Loyalty Programme?

          To join us as our registered customer and be part of Loyalty Programme, simply purchase any amount at any of our 4 boutique stores to qualify as a registered customer.

          At the store level, you will be asked to fill in a Loyalty Programme form if you are not in our loyalty programme system. Please ensure that you fill in all details accurately and legibly.

          To find out more about Loyalty Programme, click here.

        • Is the Loyalty Programme A Lifetime Benefit?

          Yeps it definitely is! Once you have sign-up with Yankee Candle Hong Kong, you are considered a registered customer. As the Loyalty Programme does not have
          an expiry date, your rebates accumulated will never expire and you can use them as and when you wish.

           

        • How Do I Check How Much I Have Spent?

          To check how much you have spent, please send an email to customercarehk@puresenses.co indicating the following:

          • Name
          • IC Number (this is your membership number)
          • Mobile

        • How Do I Check When Is My Expiry Date?

          The Loyalty Programme does not have an expiry date. You can check how much you've spent by sending an email to customercarehk@puresenses.co
          indicating the following:

          • Name
          • IC Number (this is your unique customer code)
          • Mobile

           

         

      • Do I Pay GST For Your Products?

        es, you don't. 
        If you have more questions, drop us a message here.

      • How Do I Know If My Payment Went Through?

        hank you for ordering with us at Yankee Candle Hong Kong! :)
        We will send you an email to confirm receipt of your payment.
        If you have more questions, drop us a message here

      • I Didn't Get To The PayPal Page. How Do I Make My Payment?

        If you had closed your browser before you reached the PayPal page, you can follow the steps below to make payment and complete your transaction:

          • Step 1: Click "Order Status" at the footer of the page.
          • Step 2: Log into your account, you will be directed to your order(s) page.
          • Step 3: View the order you want to make payment for.
          • Step 4: At the bottom of the page, there is a Payment section. Click "Pay Via PayPal".
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          • Step 5: You will be redirected to an intermediary page. Click "Continue"
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        • Step 6: At the PayPal site, you can choose the following options to make payment:
          • PayPal
          • Credit/ debit card (you do not have to sign up for a PayPal account to do this) test

          Once we have received your payment, we will send you an email confirmation.

          If you have more questions, drop us a message here

      • I Don't Have A PayPal Account. Can I Still Purchase From Your Site?

        Yes, definitely! We use PayPal as our payment gateway hence you will have to choose PayPal as the payment method. However, you do not need to have a PayPal account to make payment for your orders.

        At the checkout page, please choose PayPal as the payment method.

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        You will be redirected to PayPal after you have clicked "Place Order". This is how the intermediary page looks like:

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        Click "Continue" and you will be at PayPal gateway. You can either choose to make payment via:

        • PayPal
        • Your credit/ debit card (you do not have to signup for a PayPal account for this option).
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        The types of credit card we accept are:

        • Visa
        • Mastercard
        • AMEX

        You will receive an email confirmation from us once we have received your payment.

        If you have more questions, drop us a message here.

      • How Do I Make Payment On Your Website?

        Currently, we are using PayPal as our payment gateway. On the PayPal platform, you can either choose to pay by:

        • Your PayPal account.
        • Credit/ debit card (you do not have to create a PayPal account for this)

        On the checkout page, choose PayPal as your mode of payment.

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        Click "Place Order" on the right side of the page after you had filled in the required fields. You will be redirected to an intermediary page.

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        Click "Continue" to proceed to PayPal to make your payment.

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        You can either log in with your PayPal account to make payment, or choose the second option to pay with your debit or credit card.

        Types of card accepted: Visa, Mastercard, AMEX.

        If you have more questions, click here to drop us a message.

      • Payment Modes Do You Accept?

        We use PayPal as our payment gateway. However, you do not need to have a PayPal account to make payment for your orders. The types of payment modes
        we accept are:

        • Paypal
        • Visa
        • Mastercard
        • AMEX

        At the checkout page, please choose PayPal as the payment method.

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        You will be redirected to PayPal after you have clicked "Place Order". This is how the intermediary page looks like:

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        Click "Continue" and you will be at PayPal gateway. You can either choose to make payment via:

        • PayPal
        • Your credit/ debit card (you do not have to signup for a PayPal account for this option).
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        You will receive an email confirmation from us once we have received your payment.

        If you have more questions, drop us a message here.

      • I Need A Copy Of My Receipt/ Invoice.

        To print a copy of your invoice:

          • Click the "My Account / Order Status" link at the top right hand side of our site. test
          • Click "Print Invoices".
          • Choose the order you want to print the invoice. Click into it.
          • Click "Need To Print An Invoice?" on the top right hand corner of the page.
          • Print!

        If you have more questions, drop us a message here.

      • When Will My Credit Card Be Charged?

        Your credit card will be charged once you have completed your payment on the PayPal gateway.

      • Has My Order Been Delivered?

        After you have placed your order and completed your payment, we will send you an email confirmation on your order and payment.

        Once you have confirmed your preferred delivery timing with us over email, we will schedule the delivery to be within 3-5 working days. Our working days do not
        include weekends and public holidays. * Special arrangement for delivery on Weekends & PH can be arranged - Case By Case.

        On the day itself, you will receive an SMS from the delivery company at least one hour before prior to the delivery to notify you of their arrival.

        You can call us at +852 2362 0908 or WhatsApp us +852 5244 5850. if you did not receive your order.

      • How Much Is Your Delivery Fees?

        For orders below $500, we charge a delivery fee of $50.

        For orders above $500, you get to enjoy free delivery on us!

        If you have more questions, drop us a message here.

      • I Did Not Receive My Items.

        Please call us at +852 2362 0908 or WhatsApp us +852 5244 5850. If you did not receive your order on your scheduled day of delivery. Do have your order number ready as we will need it to track
        your delivery.

      • I Have An Item Missing From My Delivery.

        We are sorry to hear that you did not receive all the items you ordered in your delivery.

        Please call us at +852 2362 0908 or WhatsApp us +852 5244 5850 and quote your order number. We will handle this immediately.

      • I Received The Wrong Item.

        We are sorry to hear that you had received the wrong item in your delivery.

        Please call us at +852 2362 0908 or WhatsApp us +852 5244 5850. and quote your order number. We will assist you and ensure that you get the item you ordered sent to you asap.

      • I Want To Deliver To Multiple Addresses.

        For the delivery charges:

        • If the value of the total items that is delivered to each delivery address are above $500, the delivery fee will be waived off.
        • If the value of the total items items that is delivered to each delivery address is below $500, then a $50 delivery fee per location will be charged.

        You can check out our delivery timings here

      • My Product Is Damaged/ Defective When I Received It

        We are sorry to hear that the product is damaged or defective when you received the delivery.

        Please call us at +852 2362 0908 or WhatsApp us +852 5244 5850. and quote your order number and the item that is damaged or defective. We will replace a new one for you and arrange with you
        another delivery timing.

        In addition, we request that you take a photo of the damaged or defective item for our reference so that we can feedback to our delivery company.

        Please drop us a message here if you have more questions.

      • What Are Your Delivery Timings?

        Our deliveries are outsourced to an external delivery partner. The delivery time slots are 10am to 2pm, 2pm to 4pm, 4pm to 6pm, 6pm to 8pm and 8pm to 10pm.

        If you would like to arrange for a special delivery out of our standard delivery time range, please drop us a message here.

      • When Will My Order Be Delivered?

        After you have placed your order and completed your payment, we will send you an email confirmation on your order and payment.

        We will schedule the delivery once we have all the items ready within 3-5 working days. Our working days do not include weekends and public holidays.

        The standard delivery time slots are 10am to 2pm, 2pm to 4pm, 4pm to 6pm, 6pm to 8pm and 8pm to 10pm. .

        If you wish to have your delivery specifically time-scheduled, drop us a message here.

      • Does Your Candle Warmer Have A Warranty?

        Yes, our candle warmers have awarranty period of 1 year from the date of purchase. A purchase receipt of original purchase must be presented when
        requesting for warranty services.

        The warranty covers the following for candle warmers:

        1. Defects in materials and workmanship of the candle warmers under normal household use.

        During this period, such defect will be repaired or the product will be replaced at Yankee Candle Singapore's discretion without charge

        The warranty does not cover the following for candle warmers:

        • Exterior or interior finish or damage caused by misuse, accident, or negligence.
        • Warming bulbs or flickering bulbs.

        A purchase receipt or other proof of date of original purchase will be required before warranty service is rendered.

        You can bring down your candle warmer to any of our stores listed here to get a full diagnosis. Please bring along your receipt as well.

        If you have more questions, drop us a message here.

      • I Have Changed My Mind. Can I Ask For An Exchange?

        Yes, you can. If something isn't right, or you have changed your mind about it, we are happy to proceed with an exchange of the item subject to the terms and conditions below.

        Terms and Conditions:
          1. All items can be or exchange within 30 days of when you receive them.

          2. If you had bought the items online or in the shop, you may return it to:

            • To a Yankee Candle store. For a list of store locations, please click here

          3. You can return an item for an exchange:

            • If the item is damaged/ incorrect in its original packaging upon delivery; or
            • If the item is defective, for example, self-extinguishing wicks; or
            • You changed your mind about it, but the item is not used and it is in its original packaging

          4. Items may be returned for an exchange  if it meets the following conditions:

            • The item is not used and it is in its original packaging
            • You have proof of purchase of the item, typically the receipt, so we recommend you keep your packaging and receipt for at least the first 30 days after
              purchase.
          5. If you had purchased the items during a gift-with-purchase or purchase-with-purchase promotion, please remember to return the gift or sale item as well.

          6. We will not be able to do an exchange for items which have been used.

          7. We will also not accept any exchange  without a receipt of the item purchased.

          8. Yankee Candle Hong Kong reserve the rights to reject any exchange for opened or used product. We shall not be liable to you for any losses
            liabilities, costs, damages, charges or expenses as a result.

          9. Yankee Candle Hong Kong also reserve the rights to reject any exchange without any proof of purchase.. We shall not be liable to you for any losses,
            liabilities, costs, damages, charges or expenses as a result.

        We understand that every case is unique. If you need to speak to someone on returning an item, please feel free to call us at +852 2362 0908 or WhatsApp us +852 5244 5850.

        If you have more questions, drop us a message here.

      • I Received Your Item As A Gift, But I Don't Like It.

        We are sorry to hear that this was not the gift that you had expected.

        However, we can't process exchanges for gift returns unless you’re the original purchaser of the gift.

        You can read more about our Exchange Policy.

        If you have more questions, you can drop us a message here.

      • What Is Your Exchange Policy?

        Thank you for shopping with us at Yankee Candle Hong Kong. We want to make sure that you have a rewarding and enjoyable experience when shopping with
        us, whether online or in our stores. As with any shopping experience, there are terms and conditions that applies to all our transactions. We have tried to make
        ours as concise as possible for you.

        All items can be exchange within 30 days of purchase, whether bought from https://hk.puresenses.co or in the stores.

        1. If you had bought the items online or in the shop, you may return it to:

          • To the Yankee Candle store that the products are purchased from. 

        2. You can return an item for an exchange :

          • If the item is damaged/ incorrect in its original packaging upon delivery; or
          • If the item is defective, for example, self-extinguishing wicks; or
          • You changed your mind about it, but the item is not used and it is in its original packaging

        3. If you had purchased the items during a gift-with-purchase or purchase-with-purchase promotion, please remember to return the gift or sale item as well.

        4. We will not be able to do an exchange for items which have been used, unless it is defective.

        5. We will also not accept any exchange  without a receipt of the item purchased.

        6. Yankee Candle Hong Kong reserve the rights to reject any exchange for opened or used product. We shall not be liable to you for any losses,
          liabilities, costs, damages, charges or expenses as a result.

        7. Yankee Candle Hong Kong  also reserve the rights to reject any exchange without any proof of purchase.. We shall not be liable to you for any
          losses, liabilities, costs, damages, charges or expenses as a result.

        8. We understand that every case is unique. If you need to speak to someone on returning an item, please feel free to call us at +852 2362 0908 or WhatsApp us +852 5244 5850.

        9. If you have more questions, drop us a message here.

        • Do I Need To Create An Account First To Buy From Your Website?

          No, you don't have to!

          You can just add the items you like to your shopping cart, and proceed to check out after that.

          At the check out process, we will require you to fill in your contact information and delivery details.

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          Your account will be automatically created and you can log in the next time to view your order.

          Please be assured that your information will NEVER be sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

          If you have more questions, drop us a message here.

        • How do I edit my account information?

          Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.

          I forgot my password.

          Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

        • Do You Ship Overseas?

          Unfortunately, we do not ship outside of Hong Kong.

          Drop us a message here if you would like to find out where is the nearest Yankee Candle store that ships to your location.

        • Privacy Policy

          We value your privacy. The information we collect from you includes things like:

          • Your name
          • Your e-mail address
          • Your phone number
          • Your NRIC number or your driver's license number
          • Demographics and lifestyle information, such s age, personal interests and product preferences.

          We use the information we collect for things like:

          • Fulfilling requests for products, services, or information
          • Tracking your purchases with us
          • Sending free gift redemption coupon codes to you
          • Marketing and advertising products and services
          • Establishing and managing your account with us
          • Operating, evaluating, and improving our business

          We do not sell, rent or trade your personal information to third parties.

          Sometimes we may be required to share personal information in response to a regulation, court order, or subpoena. We may also share information when we believe it is necessary to comply with the law. We may also share information to respond to a government request or when we believe disclosure is necessary or appropriate to protect the rights, property or safety of Yankee Candle, Pure Senses (Hong Kong) Ltd, our customers, or others, to prevent harm or loss; or in connection with an investigation of suspected or actual unlawful activity.

          We may also share personal information in the event of a sale, merger, acquisition, dissolution, or similar event.

        • Security

          This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

        • How Do I Contact You?

          You can reach out to us either by phone or email.

          Phone:

          Call us at +852 2362 0908 or WhatsApp us +852 5244 5850. We are available from 9am to 6pm or WhatsApp from 12pm ro 9pm on weekdays.


          Email:

          For membershiprelated matters: customercarehk@puresenses.co

          For online ordersrelated matters: customercarehk@puresenses.co

          For corporate/ bulk ordersrelated matters: customercarehk@puresenses.co

          For marketing and/ or collaborationrelated matters: customercarehk@puresenses.co

          For job applicationrelated matters: customercarehk@puresenses.co

          For leasing opportunities:logan.wong@puresenses.com.sg

          For other general enquiries: customercarehk@puresenses.co

        • Where Are Your Store Located?

          You can find a list of our stores' locations listed here.