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Frequently asked quenstions

Candle Care

For pearled candles, suitable containers include glass jars, ceramic bowls, and votive holders. These materials are not only heat-resistant but also add elegance to your decor. Choose containers that have a minimum width and height of 10 cm to ensure a safe distance between the melting pool and the container’s edge. Experiment with different options to match your style and ambiance.

To preserve the condition of your pearled candle, store it in a cool, dry place, away from direct sunlight and heat sources. This helps protect the candle’s unique pearled design and prolong its shelf life. 
 
By following these storage guidelines, you can continue to enjoy the captivating ambiance of your pearled candle for extended periods without concerns about its condition.

Our candles don’t tunnel! After each use, you can simply shake the pearled candle, ensuring that the pearls remain at an even level. This way, your candle will always maintain its original appearance, looking fresh and new every time you light it.

Absolutely, when it comes to our 750g small bag pearled candles, you can expect an extended burn time and impressive capacity. our candles are expertly crafted to fill containers with a volume of 1250 grams. With 30 wicks included, one 750g small bag provides an ample 180 hours of customizable candlelight.
 
It’s important to note that this information specifically pertains to our 750g small bag pearled candles. Larger sizes offer even more remarkable burn times and volume. Our pearled candles are designed to deliver a significantly longer-lasting and delightful candlelight experience, making them an excellent choice for those who appreciate extended burn times and the enchanting ambiance they create.
At Lussommo, safety is a top priority. Our plant-based pearls are carefully crafted to ensure a safe and clean burning experience. These pearls are non-toxic and produce minimal smoke or soot when lit. You can rest assured, you can enjoy your candle with confidence, knowing that it’s both safe and pleasant.
 
 
 
1. Fill a Suitable Container:
Pour the pearls into your chosen container, ensuring it’s the right material and size to prevent overheating during use.
 
2. Insert the Wick:
Position the wick with 5mm protruding from the pearls. For larger containers, you can use multiple wicks or trim them for a shorter burn time.
 
3. Light Up & Enjoy:
Ignite the wick and bask in the unique ambiance of your pearled candle.
 
4. Refresh Your Candle (Optional):
After use, allow the melted wax to cool and solidify. Remove the wick with the solidified wax. Lightly shake the container to level the pearls back to the same height. Replace the wick, and your candle is ready for another round of illumination.

Our Lussommo pearled candle wax,  is crafted from highly purified and sustainably sourced plant-based palm wax. These natural and clean-burning pearls are designed to help you refill and repurpose existing containers into candles, contributing to waste reduction.

A single wick burns for approximately 12 hours. Our bags come with generous quantities of wicks – you’ll receive 30 wicks in a 750-gram bag, 60 wicks in a 1.5 kg bag, and an impressive 150 wicks in the larger packaging. We want to ensure you’re never left without a wick. You have the option to relight the same wick or to refresh your candle by replacing it with a new one, according to your preference.

They’re FREE! With the purchase of our products, you’ll receive 30 wicks in a 750-gram bag, 60 wicks in a 1.5 kg bag, and an impressive 150 wicks in the larger packaging. This quantity should more than meet your needs. We provide this abundance at no additional cost to ensure you never run out. However, in the rare event that you misplace them or need more, simply contact us, and we’ll be happy to supply you with extra wicks for free, with shipping costs to the customer. We are committed to supplying you with the necessary materials for an optimal candle experience.

If you find yourself in need of an extra box of wicks, please don’t hesitate to request them for free by contacting us at support@lussommo.com.

Order information & Status

At Lussommo, we aim to provide swift delivery services to ensure you receive your order in a timely manner. Orders placed before 4:00 PM are eligible for same-day shipping. Once your order has been dispatched, you can expect delivery within approximately 1-3 business days. Please note that delivery times may vary depending on your location and any unforeseen circumstances during transit. For our valued customers in Belgium, please anticipate an additional 1-2 days for delivery. Rest assured, we’re dedicated to getting your package to you as quickly as possible. If you have any specific delivery requirements or concerns, please don’t hesitate to reach out to our customer support team.

We offer a variety of convenient payment options to ensure a seamless shopping experience at Lussommo. Choose from trusted methods such as iDEAL, Apple Pay, PayPal, Google Pay, Visa, Mastercard, American Express, Sofort, and Klarna. With our secure and reliable payment gateways, you can shop with confidence knowing that your transactions are protected. Should you have any questions or encounter any issues with payment, our customer support team is here to assist you every step of the way.

At Lussommo, we currently offer shipping to the Netherlands, Belgium, and Luxembourg. Enjoy our premium products delivered straight to your doorstep in these regions. We’re continuously expanding our shipping destinations to serve more customers, so stay tuned for updates on additional countries we’ll be shipping to in the future. If you have any specific inquiries regarding shipping to your location, feel free to reach out to our customer support team for assistance.

Tracking the status of your order is simple and convenient at Lussommo. Upon placing your order, you’ll receive a confirmation email containing all the relevant details. Once your package is on its way, we’ll send you a shipping notification with a tracking number. Utilize this tracking number to monitor the whereabouts of your package in real-time by entering it on the carrier’s website. Additionally, you can create an account using the email address associated with your order to access your order history and track shipments directly from your account dashboard. If you encounter any difficulties or have further inquiries regarding your order status, our customer support team is available to assist you.

Checking the status of your order is simple. After your order ships, you will receive an email from both PostNL and Lussommo containing tracking information. For additional status updates, you can log in to your Lussommo account. If you have any questions or need further assistance, feel free to reach out to Lussommo Customer Service at support@lussommo.com. We’re here to help and ensure your order is on its way to you.

PRODUCT RETURNS

Return Information:

We want you to love your Lussommo products, and your satisfaction is our priority. If for any reason you’re not entirely satisfied with your purchase, we offer a refund or exchange for UNOPENED AND UNUSED, full-priced items within 30 days of the purchase date. Follow Returns for instructions on initiating a return.

Key Points:

  • Unopened and unused products are required for a successful return.
  • For damaged items, please contact us immediately at support@lussommo.com or by using the form on the contact page, and include your order number and a photo of the damage.
  • Please note that refunds will be processed within 14 days of receiving your returned item. Actual time may vary depending on your financial institution.

For further assistance, our customer service team is available Monday through Friday from 09:00 to 17:00.

Complaints Procedure

At Lussommo, we strive to provide exceptional products and service. However, we understand that there may be instances where you are dissatisfied or encounter issues with your purchase. Rest assured, we’re here to assist you every step of the way. Here’s how you can initiate a complaint and what you can expect from our complaints handling process, in compliance with WebwinkelKeur guidelines:

  1. Initiating a Complaint: Should you encounter any issues or have concerns regarding your purchase, we encourage you to reach out to us promptly. You can submit your complaint using the form on the contact page or via email to support@lussommo.com, ensuring to include relevant details such as your order number, description of the issue, and any supporting documentation.

  2. Complaint Handling: Upon receiving your complaint, our dedicated customer support team will promptly acknowledge its receipt. We’re committed to resolving issues efficiently and fairly. Your complaint will be thoroughly investigated, and we’ll strive to reach a satisfactory resolution in a timely manner.

  3. Contact Information: For your convenience, here are the contact details you can use to submit your complaint:

    • Email: support@lussommo.com
    • WhatsApp: App Us
  4. WebwinkelKeur Mediation: In the unlikely event that we’re unable to resolve your complaint to your satisfaction, you have the option to escalate the matter to WebwinkelKeur for mediation. You can submit your dispute for mediation via the following link: https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. WebwinkelKeur will act as an impartial mediator to facilitate a resolution between us.

  5. Online Dispute Resolution (ODR): As an alternative dispute resolution platform, consumers in the EU also have the option to submit complaints via the Online Dispute Resolution (ODR) platform provided by the European Commission. You can access the ODR platform via the following link: http://ec.europa.eu/odr. If your complaint is not already under consideration elsewhere, you are free to submit it through the European Union’s platform.

Your satisfaction is our priority, and we’re committed to addressing any concerns you may have. We value your feedback and continuously strive to improve our products and services based on your input. Should you have any further questions or require assistance, please don’t hesitate to contact our customer support team.

MY ACCOUNT

Creating an account is easy! Simply click on the “Sign Up” or “LOGIN” You will be prompted to enter your email address, choose a password. Once you’ve completed these steps and agreed to our terms and conditions, your account will be set up, and you can start enjoying the benefits of being a registered user.
 If you’ve forgotten your password, don’t worry, it happens to the best of us! To reset your password, simply go to the login page and click on the “Forgot Password” link. You’ll be asked to enter your email address associated with your account. Afterward, you’ll receive an email with instructions on how to reset your password. Make sure to check your spam folder if you don’t see the email in your inbox. Once you’ve reset your password, you’ll be able to log in with your new credentials. And remember, for security reasons, it’s a good practice to create a strong, unique password for your account.

Creating an account with us unlocks a world of benefits tailored to enhance your shopping experience. Gain access to exclusive offers, stay updated with the latest product releases, and receive personalized recommendations. With your account, effortlessly keep track of your order history, manage shipping addresses, and tailor your newsletter preferences to suit your interests. an account with us.

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