Customer satisfaction is our number one goal. If you’re experiencing any issues at all, we want to hear about it, and most importantly, we want to make it right!

Check out our FAQ below for answers to common questions or if you’d like to chat with us directly, feel free to reach out by filling out the form below or sending an email to  We’ll respond with a personal email from our Customer Care team in 24-48 business hours.



What is the best way to burn my candle?
For optimal use of your candle, extinguish by snuffing out the flame, we do not recommend you blow the candle flame out.  Extinguish the candle after 3-4 hours of burn, or when the wax pool reaches the sides of the jar. Discontinue use of a candle when 1/2 inch of wax remains at the bottom of the jar. This will prevent possible heat damage to the counter/surface or the candle container itself. Our candles are not intended for outdoor use, and for optimum performance we recommend burning them indoors.  Do not burn candles near anything that can catch fire.  Keep candles out of reach of children & pets, and never leave a burning candle unattended. Keep burning candles away from drafts, vents, ceiling fans and air currents. Always burn candles in a well-ventilated room.

Can you tell me more about the wood wick?
If the flame is too high, carefully extinguish the candle, allow the wick and wax to cool, and trip the wick to ¼ inch by gently breaking off the burned edges of the wick with a cloth or paper napkin.  Remove and discard all wick trimmings before relighting.  Keep wick trimmed to 1/8 inch at all times.  The wick should be trimmed every 4 hours of burn time.  Simply extinguish the flame, let the candle come to room temperature, and trim the wick to 1/8 inch before relighting.  Wooden wicks create a truly unique visual AND audible experience.  That’s right – you’re getting a beautiful flickering flame and a soft crackling sound that’s reminiscent of cozy nights by the fireplace.  What’s not to love? 

What type of oils and fragrance do you use?
We use as many essential oils as possible.  The product that do have fragrances are a fragrance oil that are phosphate free.

Can I reuse the containers?
Absolutely.  The soap bag can be washed and reused.  Once the Candles have finished burning and the wax has cooled, you may clean out the container to reuse.


Can I change or cancel my order?
Any order can be changed or canceled, so long as it hasn’t left our warehouse.  If you haven’t received your shipment confirmation email and would like to change or cancel your order, please reach out to our team at

Can I send my order as a gift?
You bet ya!  Creo Essence products make the best gifts!  From individual product to gift sets (make link to gift sets page), there is something for everyone. Just leave a message in the comment section of your order and we will add a little card to your order before it ships out with the message you leave.

Do you offer whole sale opportunities?
We sure do.  Please visit our wholesale page (make this a link to the page) to apply for an account.  Please allow 3-5 days for approval.

Where do you ship?
We ship to the 48 continental United States.


If you are unhappy with your purchase, and would like to return or exchange an item purchased online, please contact our Customer Care team at to initiate your return/exchange.  We will be happy to assist in anyway possible.  All returns or exchanges need to me made within 14 days of original purchase.  We are not responsible for returns lost in transit or that have not been communicated to our Customer Care team.

When returning product, please safely pack the products and include the return form that will be emailed to you by our Customer Care team.

Subscription items and gift collection sets are only eligible for returns or exchanges if all of the pieces are included in the return.

If an item is received damaged, please include a picture of the damaged item in your email to our Customer Care team.

Please return merchandise to the following address:

Creo Essence, 4960 S Gilbert Rd Ste 1-503, Chandler, Az 85249


How do I start a subscription?
Creo Essence offers a scent of the month subscription that gives you first dibs on a different scent each month.  Scents are preset and are mailed out around the 25th of each month for the following months scent.

How do I manage my subscription?

What are the terms and conditions of a subscription?
Terms and conditions


Your privacy is important to us. We do not share your private information with third parties. The information we collect and how it is used is outlined below:

The information we collect: We collect only information that you voluntarily provide us as part of the painting process and/or communication process. This information includes, your name, address, phone number and email address.

How is this information used: We use the information that you provide us to process your order, to contact you if there are questions regarding your order and to notify you with information concerning your order status. We may contact you via email or direct mail in the future to notify you about special offers and new products or services.

Creo Essence respects your privacy and is committed to protecting it. If you have any questions concerning our privacy policy please contact


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