GOOD TO KNOW
Questions, answered
Still unsure? Email hello@subterly.com and a human replies within a day — not a ticket number, an actual person who has smelled everything we sell.
How long does shipping take?
Orders placed before 2pm PT ship the same working day. Domestic delivery is 2–4 working days; international is 5–14 working days with duties calculated at checkout.
What is your returns policy?
Unused, unlit items can be returned within 30 days for a full refund. If something arrives damaged, send a photo and we replace it immediately — no need to post broken glass back.
Do you publish every scent note?
Yes. Every product page lists every note, and we do not use the catch-all “fragrance” or “parfum” on the label. Our oils are phthalate-free.
How do I get a candle to burn evenly?
Let the first burn run about two hours, until the melt pool reaches the edge of the vessel, then trim the wick to 5 mm before every burn after that. Untrimmed wicks are why candles tunnel and smoke.
Are they safe around pets?
Candles and diffusers are safe to use around cats and dogs as long as they cannot be knocked over. Room sprays are not for use on pets or their bedding.
Do you offer wholesale or corporate gifting?
Yes — wholesale@subterly.com. There is a 24-unit minimum and we offer custom labels for events.
Do you have a scent guarantee?
Burn it for 30 days. If it is not for you we refund it or swap the scent, even if the vessel is half gone.