Frequently Asked Questions
What size candles do you carry?
All our glass jars carry 7.5 oz of wax with an approximate burn time of 60 hours.
Our gift set tins are 3.5 oz and have an approximate burn time of 20 hours each.
Where else can I buy your candles?
Scentsations by Sarayna Handmade are exclusively available via our official website.
What scents come in the scent sampler?
The scent sampler includes 4 1.5 oz tins. You get to choose which scents you want to sample.
How do I check my order status?
When you place your order you will receive an order confirmation email at the email address your provided (remember to check your promotions tab or spam folder). If you do not receive the email within 10 minutes of placing your order send us an email at firstname.lastname@example.org with your order details and we will be in touch.
Can I change the scent after I order?
We do our best to accomodate change requests but this is not always possible. Send us an email – email@example.com – with your order number and the scent you want to change to. If your order has not been packaged we will make the change and advise you by email.
What payment options do you offer?
You may pay using a credit/debit card, via direct bank deposit (in Jamaica), Paypal or Google Pay.
How do you process credit/debit card payments? Is it safe?
All card payments are processed using Stripe, a globally recognized payment processor. Stripe is SSL (Secure Socket Layer) protected, PCI Compliant (they’re a PCI Service Provider Level 1 which is the highest grade of payment processing security), and Encrypted.
How does the direct bank deposit payment option work?
At checkout, select Direct Bank Transfer as your payment method.
After placing your order the confirmation screen will show the bank account details for payment. Please include your order number in the notes for your transfer.
What conversion rate do you use for the direct bank deposit payment option?
We use a conversion rate of US$1 = JM$150. This is reviewed and updated monthly.
Where do you ship?
We ship within Jamaica and internationally. For international orders, please contact us at firstname.lastname@example.org to confirm your location and shipping option before placing your order.
What shipping options do you offer?
Within Jamaica you may choose from:
– Delivery to your door with ZipMail [US$4.00]
– Post Office Pickup with ZipMail [US$2.00]
– Knustford Express (Pickup Required) [US$4.00]
Most international orders ship at a flat rate of US$35 but contact us for shipping options and rates for your specific country and estimated delivery times.
How soon do orders get shipped?
Orders ship in 1-2 business days. You will receive an email notification with tracking/package information when your order ships.
Can I change my shipping address?
We do our best to accomodate requests but this is not always possible. Send us an email – email@example.com – ASAP with the correct shipping address. If your order has not been shipped we will make the change and advise you by email.
What is your return policy?
We do not offer refunds but we will happily facilitate an exchange if you are not satisfied with your purchase.
All requests for returns or exchange must be made within 14 days of the date your order is delivered to your home or the pickup location. The item must be returned in the original packaging and you will be required to pay for return shipping. Click here to read our full Return Policy.
What if I don’t like the scent?
While we aim to ensure every Scentsation exceeds your expectations, if a specific scent is not what you expected you may contact us at firstname.lastname@example.org and we will assist you with an exchange or store credit. Be sure to include your order number.