PRODUCTS

1. What defines a HAMI candle?

Each HAMI candle is handcrafted in small batches in our California studio using premium soy wax, a natural wick free of lead and zinc, and a proprietary blend of fine fragrance oils. Our eco-conscious formula is non-toxic, cruelty-free, and vegan, crafted without phthalates, parabens, or harmful additives.

2. How long does my candle burn?

Our 8 oz candles burn for approximately 40–45 hours. For an even, lasting flame, allow the wax to melt fully across the surface on the first burn.

3. How do I care for my HAMI candle?

Allow the wax to fully melt across the surface on the first burn to prevent tunneling. Trim the wick to ¼" before each use to ensure a clean burn and remove carbon buildup once cooled. Burn for no more than 3-4 hours at a time. Stop use if glass is chipped or cracked or when ½" wax remains. Keep away from children, pets, drafts, and flammable items. Never leave a burning candle unattended. Place on a stable, heat-resistant surface and avoid moving while lit. 

4. Why does the surface of my candle look textured?

The natural texture you see is called frosting, a hallmark of pure soy wax. It’s completely normal and does not affect the scent or performance. It simply reflects our commitment to keeping the formula free from synthetic additives.

5. Why is there wax left on the sides of the vessel?

This can occur when a candle is extinguished before the wax fully melts across the surface. Allowing a complete melt pool, especially on the first burn, helps prevent tunneling and ensures an even burn throughout.

6. Why does my candle produce black smoke or soot?

Soot can appear if the wick is left untrimmed or if the flame is disturbed by air movement. To maintain the clarity of your burn, keep wicks short and avoid drafts or open windows nearby.

7. Why is there oil on the surface of my candle?

In warm weather, natural oils from the wax may rise to the surface, a normal reaction that doesn’t affect performance. Simply light your candle, and the oils will reabsorb as it burns.

8. How do I remove remaining wax once my candle is finished?

Allow your candle to cool completely before handling. To remove remaining wax, place the vessel in the freezer for a few hours until the wax hardens, then gently lift it out. Any residue can be cleaned with warm water and mild soap. 

 

ORDERS

1. What is the status of my order?

All orders are processed Monday through Friday from our California studio and typically ship within 1-2 business days. Delivery times may vary depending on your location. During peak periods, sales events or new product launches, shipping may take up to 7 business days. Orders placed on weekends or holidays are processed the following business day. Once your order has been shipped, you will receive a confirmation email with tracking details. Please allow up to 24–48 hours for tracking updates to appear.

2. Can I change or cancel my order?

If you need to make any changes, please email info@hamistudio.co as soon as possible. We begin processing orders shortly after they are placed, but we’ll do our best to accommodate your request. Once tracking has been assigned, we’re unable to modify or cancel your order.

3. The item I want is out of stock — what can I do?

If a product is unavailable, please email info@hamistudio.co for an estimated restock date. We’ll be happy to notify you once it becomes available.

 

PAYMENT & SECURITY

1. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal and Apple Pay. 

2. Do you charge sales tax?
Applicable sales tax is calculated automatically at checkout based on your shipping address.

3. Is my information secure?
Yes. Your information is protected by SSL encryption, and all transactions are processed through Shopify’s PCI-compliant payment system for complete data security.

 

SHIPPING & RETURNS

1. How long does shipping take?
Orders typically ship within 1-2 business days. Delivery takes 3–7 business days, depending on location. During holidays or peak periods, processing times may be slightly longer.

2. What is your shipping policy?

Orders are shipped via UPS, USPS, or FedEx, selecting the most reliable carrier for each destination. We currently ship within the United States. Complimentary shipping is offered on U.S. orders over $75. Free-shipping promotions exclude Alaska and Hawaii, which may require extended delivery times. For orders over $250, a signature will be required upon delivery for security purposes.

3. Does HAMI offer international shipping?

At this time, HAMI ships within the United States only. Join our mailing list to be the first to know when it becomes available.

4. Can I track my order?
Once your order ships, you’ll receive a tracking link by email. If you haven’t received it within a few days, please check your spam folder or contact us at info@hamistudio.co.

5. What is your return policy?
We accept returns on unopened and unused full-priced items within 7 days of delivery. To request a return authorization, email info@hamistudio.co with your order number. As a small, handcrafted studio, we kindly ask our customers to cover return shipping costs.

6. How do I return my order?
After receiving a return authorization, please ship your item using a trackable delivery method to ensure safe arrival. Refunds are processed within 14 days of receiving the returned item, excluding shipping fees.

7. Are sale purchases final?

Yes. All sale items are considered final and are not eligible for return or refund.

8. What happens if my order is lost or arrives damaged?

Each HAMI order is prepared with precision and care. If your order encounters any issue in transit whether lost, damaged, or incorrect, please contact info@hamistudio.co within 7 days of delivery. Our team will be happy to assist and make it right.

 

GIFTS & GIFT CARDS

1. Can I send a HAMI candle as a gift?
Yes. Every HAMI candle arrives beautifully packaged and makes meaningful gifts for any occasion.

2. Is there a way to gift the HAMI experience?

Yes. HAMI digital gift cards are available, allowing your recipient to choose their favorite scent and experience HAMI in their own way.

3. Does HAMI offer bespoke or corporate gifting?

Yes. HAMI offers bespoke and corporate gifting options for meaningful occasions. For larger orders, we are pleased to extend exclusive discounts. Please contact us at info@hamicandles.com to begin your custom order.

 

CUSTOMER CARE

How can I contact HAMI?
Reach us at info@hamistudio.co or through our Contact page. Please allow 24–48 hours for a response.