Frequently asked questions
We hope the answer to your question is below - if not don't hesitate to contact us at firstname.lastname@example.org
We aim to respond to all emails in 24 hours Monday to Friday and 72 hours on a weekend or public holiday. Our phone lines are open 8am to 8pm EST, Monday to Friday.
Product, Fragrance & Ingredients
What size are your candles?
Including the jar and wax they weigh 20oz, and are 3.75" tall with 3.25" diameter.
Where are your scents made?
Our scents are expertly blended in Grasse, France at leading fragrance house, IFF (International Flavors & Fragrance Inc.) who have over 35 years of experience in flavours and fragrances.
Who is Stephanie Anderson?
Stephanie is a perfumer at IFF (International Flavors and Fragrances Inc) and the nose of the CASA Home scents. Stephanie loves creating fragrances with natural ingredients in a sustainable and renewable way.
Are your fragrances natural?
Our fragrances are all natural essential oils, our ingredients are responsibly sourced and fully traceable.
Do CASA Home candles include phthalates & parabens?
No, CASA Home candles do not include any phthalates & parabens.
What type of wax do you use?
We use a naturally derived wax blend containing natural sustainably sourced palm wax and naturally derived synthetic wax.
Where are the candles & diffusers made?
Our candles and diffusers are made in China and assembled in the USA.
How are CASA Home candles made?
Our candles are made using a traditional hot filling method at our world class manufacturing site.
Does CASA Home use palm oil?
No, we do not use palm oil but we do use sustainably sourced palm wax.
Are CASA Home products vegan?
Yes, our products are 100% vegan & cruelty free.
Orders, Delivery and Shipping
When will my order be shipped?
We aim to process all orders Monday - Friday within one business day. Orders made over the weekend will be processed the next working day.
What is your order processing time for same day shipping?
All orders placed before 5am EST are processed and handed to our delivery partners on the same day. All orders placed after 5am EST are processed the next business day.
What shipping courier do you use?
Your package will arrive from our logistics partner Pharmapacks and all our orders are shipped via UPS / USPS Tracked services so you can follow your order straight to your CASA Home.
How will my package arrive?
Your CASA Home products will arrive safely packed inside a box from our logistics partner Pharmapacks.
How long will it take for my CASA Home parcel to arrive?
All our orders typically arrive with 2 - 6 business days. If you need your CASA Home parcel expedited, we offer premium shipping options which can be found at checkout.
How can I track my order?
Once your order has left our warehouse you will receive live tracking details from the delivery carrier. Should you have any difficulty accessing the tracking information, please email us at email@example.com with your order number (found on your order confirmation email) and our team will help you out.
Can I change the shipping address after placing my order?
We typically aim to process orders in an expedited manner. If your order is shipping to an incorrect address or if you've changed your mind and would like us to send your order to a different destination, please email us at firstname.lastname@example.org as soon as possible after placing your order and our customer services team will do their best to process your request!
Do you ship to my country?
We currently only ship within the USA. But unfortunately we cannot yet ship to Alaska, Puerto Rico, US Virgin Islands, or Hawaii. If you'd love to see CASA Home in your country drop us an email at email@example.com so we can look into it.
Which payment options do you accept?
We accept all major forms of payments including Apple Pay, Google Pay, Amazon Pay, Paypal, Visa, Mastercard, and American Express credit & debit cards.
When will my payment method get charged?
Your selected payment method will be charged as soon as your order is accepted and processed.
Do I need an account with CASA Home to place an order?
No, you can checkout as a guest. However, creating an account helps us share exclusive member only offers!
How can I go about placing a large order (like for a wedding or gifting purposes)?
We'd love to help with this, please email us as firstname.lastname@example.org and our team will help you out.
Can I sell CASA Home products on my own site?
We sell CASA Home products for your personal use. If you're interested in becoming an affiliate or listing CASA Home on your market place please email us at email@example.com and we can look into whether this is something we'd like to offer.
Do you offer exchanges or returns on CASA Home products?
If for any reason you are not happy with your purchase and would like a replacement, please email us at firstname.lastname@example.org so our customer services team can help set up a return for a full refund. Thereafter, our team will help you place a new order for the replcement CASA Home products you would like. We do not offer exchanges at this time.
How do I return my CASA Home product if it is faulty?
While we hope this is not the case, if you do receive a faulty product, we will replace it free of charge. Please email email@example.com with your order number (found on your order confirmation email) to discuss your return.
How do I return my CASA Home if I have changed my mind?
We understand plans can change and so we have a fully flexible 30 day return policy. Please email us at firstname.lastname@example.org and our customer services team will help process your return and issue a full refund.
How long will it take for me to receive my refund?
We aim to process refund requests within 3-5 business days after receiving your return. We will also confirm your refund via email.
Is it free to make a return?
Yes, we offer free returns on our products in line with our Terms and Conditions.
How long do the candles burn for?
You will get up to 50 hours of amazing fragrance from our candles.
How do I learn how to care for my diffuser?
Please refer to the instruction booklet with full care details that was included with your diffuser parcel.
How long do the essential oils last?
Adding 7 drops of CASA Home essential oils will provide up to 6 hours of fragrance from your diffuser. At this level you would expect to get around 40 uses from our CASA Home oils.
Are CASA Home candles safe?
Ultra-safe. Our candles pass industry leading global emission standards over and above those required by American Law for a safer burn at home.
Can CASA Home packaging be recycled?
All of our packaging is made from cardboard and can be recycled at home. Some of our packing materials in the outer box may use plastic and we are working on removing this to replace it with paper as soon as possible.
How does CASA Home source their ingredients?
Our palm waxes are sourced from RSPO (Roundtable on Sustainable Palm Oil) certified suppliers to ensure our high standards of sustainability are met.
Our fragrances are sourced from around the world, through our fragrance house partner IFF and have highly traceable supply chains built to protect and nurture the communities from which they come.
A Sense Of Home (ASOH) Partnership
Who are ASOH?
ASOH are an non-profit organisation based in LA who strive to prevent homelessness by creating first-ever homes for youth aging out of foster care with donated furniture and home goods. Learn more about them here.
A Sense of Home are a registered charity (Tax ID# 47-3814056).
Are ASOH only based in LA?
At the moment ASOH only operate in LA but in the next 5 years, they plan to scale to 5 cities per year and 25 cities over 5 years. They plan to license out the preventative homeless model to other non-profits to support those vulnerable of homelessness across the country.
What do ASOH do?
They transform home spaces for former foster youth. In only 90 minutes, the ASOH team transform a whole home space with quality furnishings that are personalised for each recipient to provide them with the items that enable them to thrive, not just survive. Providing a beautiful home space for a recipient sets them up for success and acts as a catalyst toward a new life-changing reality; improving well-being, educational and job performance increases and a sense of community.
How many people do they help?
ASOH transforms 150 home spaces each year for over 300+ individuals. The number of people they are able to help will increase as they expand to more cities across the USA.
What percentage of CASA Home sales are donated to ASOH?
2% of every sale is donated directly to A Sense of Home to support an aged-out foster youth moving into their first home.
How are you helping to transform one home a week?
With our donation in year one, we are able to provide ASOH with 52 sets of essential home supplies throughout the year which helps to transform one home space per week.
Can I get involved?
Yes! ASOH have a number of ways that you can donate by sponsoring a home or giving much needed items. You could also volunteer with them. Learn more on how you can giveback further here.
I received a leaflet in my gift box that says I can donate items in the box to ASOH, how does this work?
We're glad you spotted this and want to help. Please place items from the leaflet list into your CASA Home shipping box, reseal the box and cover the original shipping label with the new pre-paid shipping label provided. Make sure your box isn't heavier than 5lbs and take it to the postage carrier identified on the label. Your much needed items will be sent directly to A Sense of Home and distributed to their deserving recipients. Thank you from all of us.
Affiliates & Influencers
How can I become a CASA Home influencer or ambasador?
Send us an email at email@example.com we'd love to hear more and discuss how we could work together.
Do you have an affiliate program?
We don't currently have a formal affiliate progam but if you send us an email at firstname.lastname@example.org we'd love to discuss how we could work together.