General FAQ
What type of wax do you use in your candles?
OURO candles are made from 100% coconut wax, which is the most natural, eco-friendly wax available. It is a slow burning wax to provide you with many hours of enjoyment. Additionally, coconut wax provides the cleanest burn, meaning you can expect very minimal soot compared to soy and paraffin.
What type of wicks do you use in your scented candles?
All of our wicks are 100% cotton and are lead and zinc free.
What type of oils do you use for fragrance?
We work with an outside fragrance company and use only phthalate-free premium fragrance oils.
How many hours will my candle burn for?
- Our 12 oz matte ceramic candles have a burn time of up to 70 hours
- Our 9 oz rocks glass candles have a burn time of up to 60 hours.
- Our 5 oz tins have a burn time of up to 20 hours.
Where are Ouro candles made?
All of our candles are handmade and poured in micro batches by our team in Los Angeles, California.
Why does my candle have wax on the sides (tunneling)?
Our team works hard to control factors during production to encourage a clean burn. There are several factors that, while burning the candle can lead to an uneven burn. Please see our Candle Care page for the full details.
Why does my candle look separated from the glass?
These are called “wet spots” or “adhesion”and are caused by shrinkage and air bubbles that occur as the wax is cooling inside the candle container. This happens during any temperature change. During the drying process, depending on the room's temperature, the wax can pull away from the glass as it cools, creating this effect. However, once the candle is lit, it will go away as the glass heats up. Most of the time the candle leaves our facility looking perfect but wet spots can develop during shipping. Rest assured that it is temporary and does not affect the performance of your candle and will go away once the glass heats up.
I’d love to carry Ouro candles in my store! Do you have information on becoming a wholesale customer?
Yes! If you are interested in carrying our line in your specialty gift or boutique store, please fill out this form and one of our team members will get back to you.
Do you offer custom branding?
We are always open to new and exciting projects! Please email hello@ourolosangeles.com with specific details on what you are looking for and we will be happy to discuss this with you.
Shipping + Returns
How long does it take for my order to ship?
Once your order is placed, a confirmation email will be sent to you. All orders are processed within 24-48 hours. Orders placed on holidays and weekends will be processed within two (2) business days. Once your package has left our facility, we will send you a shipping confirmation e-mail with a link to track your order.
What is your return policy?
While we hope you love every scent we offer, we do understand that sometimes a scent is not for everyone. While we cannot accept used candles for exchange, we are happy to exchange any unopened merchandise up to 15 days after it is received. Please email hello@ourolosangeles.com to request an exchange authorization for any online order and include Exchange Authorization in the subject with the order number. We do not cover return shipping costs. Exchanges require proof of purchase (e.g. your order number, order confirmation email).
What if I receive my item and it is damaged?
If your item was broken or damaged during shipping, we will replace that item at no cost within 15 days of receipt. Please email hello@ourolosangeles.com with details regarding your order. If an item arrives damaged or defective, photographs of the items in question are required for any replacement or refund, so please be sure to include them in your email.
Do you ship internationally?
At this time, we only ship within the US.