FAQ
ORDERS
please email hello@oftenwander.com within 2 hours of placing your order to make any changes. after that, your order may have shipped already!
of course! just include your message in the note section at check out and we will package it extra special for you!
isn’t getting your favorite products at a lower price just the best?
from time to time, often wander will send out promotion codes that require being applied by the customer. to redeem these offers, all you have to do is insert the code once you have made it to the ‘shipping’ page of check out. the discount will then be reflected in the total due.
SHIPPING + RETURNS
all orders placed on saturday & sunday will ship out on monday pending confirmation.
all orders placed after 2pm (PST) monday - friday are subject to next day shipping.
your orders going out in a timely manner is our priority, however we are a small business that hand makes our goods, so sometimes delays may occur.
we appreciate your patience and flexibility as we get your orders out!
all orders ship via USPS standard unless otherwise noted. if you need your order rushed, send us an email at hello@oftenwander.com and we can upgrade your shipping to USPS 2-3 day priority. charges will apply.
please note, paying for 2-3 day priority applies when the order is actually shipped, not from the time the order was placed. this lead time does not include sundays.
often wander is not liable for delayed, lost, or stolen packages once they leave the care of our company. please reach out directly to the carrier to file a claim.
if tracking confirms that a package has been “delivered” at the address provided, often wander can not be liable.
all online orders are provided with an order confirmation email that include either a USPS or UPS tracking number. the tracking numbers are scanned throughout the shipping process. to insure delivery we recommend signing up for text or email updates through the carrier's page.
if tracking shows “delivered” and you do not see the package please be sure to check with your carrier and neighbors to ensure that it was not mis-delivered. please also allow 48 hours for potential redelivery.
if any of these mishaps occur we recommend calling the carrier associated with your tracking number and filing a claim:
USPS: 1-800-275-8777
UPS: 1-800-742-5877
if you receive a defective item please notify us at hello@oftenwander.com within 7 business days of the delivery date. once we have reviewed your case, we will contact you and arrange to send a replacement item.
we truly hope you love all of your often wander purchases but if for some reason you are unsatisfied, all in store purchases can be brought to the shop within 30 days for exchange or store credit only. no direct returns. must provide valid proof of purchase via text receipt or emailed receipt.
store credit will be issued on an often wander gift card, which can be used in store or online and does not expire.
*** all discounted items, candle refills, plants, and gift sets are final sale, non negotiable.
*** however, items purchased during a holiday promotional sale are eligible for exchange or store credit at the amount purchased within 30 days.
*** all merchandise should be unused, in shiny new condition, and in its original packaging.
*** all jewelry items must be returned unworn, untarnished, and in original packaging.
online orders can be shipped back to us within 15 days of your purchase date for store credit or exchange. In this case, the customer is responsible for shipping costs.
*** all discounted items, candle refills, plants, and gift sets are final sale, non negotiable.
*** however, items purchased at a discount due to a holiday promotional sale are eligible for exchange or store credit at the amount purchased within 30 days.
*** all merchandise should be unused, in shiny new condition, and in its original packaging.
*** all jewelry items must be returned unworn, untarnished, and in original packaging.
return address:
often wander
attn: returns
593 valencia st.
san francisco, ca 94110
please email hello@oftenwander.com prior to your return for mailing instructions and so that we may keep an eye out for your package.
include your email address and phone number in with return as well.
all sale item purchases are as-is and final.
all gift card purchases are final. gift cards may not be exchanged for cash.
PRODUCTS
most of our jewelry piece lengths can be adjusted. let us know in the note section at check out the length/size you would like.
if the modification requires additional product be added to the piece, charges may apply. we'll be sure to contact you before making changes that a generate a charge.
when you have confirmed that you would like to continue with the modification, we will then email you an invoice for the additional charges. once we receive payment, we will go forward with the jewelry modification request.
often wander jewelry should not be worn in the shower or the ocean since it will increase the rate of tarnishing.
a jewelry polishing cloth is a great way to shine or polish your hammered brass or even gold fill chain. when not being worn, try to keep away from sun and moisture.
fragrance oils are often a combination of synthetically made perfume oils and essential oils. most of the fragrance oils we use have a blend of essential oils. we love and understand the benefits of using essential oils but typically most oils tend to evaporate when burning instead of giving off their therapeutic aromas. we do offer our essential oil candles made with pure therapeutic grade essential oils, and they are lovely.
thank you so much for your interest in carrying often wander! to get things started, check out our wholesale information page, or send an email about your company to wholesale@oftenwander.com. our wholesale manager will reach out in 1-3 business days with further information.
yes! anyone ordering 20 or more units of the same scent and size will receive a 20% discount.
want a custom label? we do that too! provide your own or have us design just what you're looking for.
for more information, please reach out to us at hello@oftenwander.com.
yes, we love supporting local! you're welcome to complete our donation form for review.
please note, review could take 2 to 4 weeks.
refills
the refill price is always half of the original retail price of the chosen refilled scent.
when you bring in your vessels for refills, we'll give them a quick once-over to make sure they're safe to continue using. if we find a crack or other damage that will impact the safety of the product, we can offer a replacement vessel for just $5.
yes! we know that plans change. we're happy to ship you any refills that you may not be able to pick up in-store.
shipping cost varies depending on how many refills you have, but is typically around $10 - $20.
if you'd like to have your refills shipped, please give us your email and mailing address, and we'll send you a shipping invoice. once paid, we'll get them in the mail straight to your door!
absolutely! ship your clean, empty often wander vessels with the courier of your choice to:
often wander
attn: candle refills
593 valencia st.
san francisco, ca 94110
be sure to include a note with the fragrances you would like your vessels filled with.
email hello@oftenwander.com your shipment tracking number so that we may keep an eye out for your package. please also note your phone number and return address.
once we have received your package, we will create and send you an invoice for the refill and return shipping costs. please note, if you send in dirty vessels, you will be charged an additional $2 service fee per dirty container.
once you pay your invoice, we will refill your items. candle refills typically take 7-10 business days, while other products may be ready to ship sooner. once complete, we'll pack and ship your refills back to you and send an email with your tracking information.
sure thing! but please note, in using our special vessel refill service, you understand and agree that often wander is not liable for any damage to or loss of the vessels provided, at any point in the service chain, from shipping to the final delivery of the filled candle. we will treat your vessels as our own, but you ship them at your own risk.
your vessels must also meet the following requirements:
- minimum of 4oz in volume
- minimum 2" wide opening
- maximum of 5" tall
- able to hold liquid — this means no small holes, including items like teapots
- basically as wide at the mouth (top) as they are at the base (bottom)
- a flat, smooth surface area for the wick to stick properly
- made of acceptable materials: glass, ceramic, aluminum, brass
- clean prior to shipping
with that said, ship your clean, empty vessels with the courier of your choice to:
often wander
attn: candle refills
593 valencia st.
san francisco, ca 94110
be sure to include a note with the often wander fragrances you would like your vessels filled with. our refill scents are typically $3 per ounce.
email hello@oftenwander.com your shipment tracking number so that we may keep an eye out for your package. please also note your phone number and return address.
once we have received your package, we will create and send you an invoice for the refill and return shipping costs. please note, if you send in dirty vessels, you will be charged an additional $2 service fee per dirty container.
once you pay your invoice, we will (re)fill your items. candle refills typically take 7-10 business days. once complete, we'll pack and ship your candles back to you and send an email with your tracking information.
you can also bring your custom vessels in to the shop any day of the week!
when you send us refills, you'll want to be sure to pack them carefully! you'll likely be able to wrap them safely with items you already have in your home.
start with a box that's close to the size of the vessel(s) you're shipping. you'll want to have room for some padding! reusing a box you've received in the mail is a great option.
wrap your vessel(s) with whatever padding you might have at home. this could be newspaper, bubble wrap, or even paper towels! for candles and larger items, you'll want to pad the inside and the outside of the vessel itself.
place the vessel(s) in your box and fill any excess space with additional packing materials. if you're sending multiple glass or ceramic vessels, you'll want to make sure that they cannot "clink" against each other, as this can result in damage.
once your box is full, give it a small shake to make sure that the items inside don't have excess room to move around. the less they can move, the safer their transit! once everything is secure, drop in your note with your scent requests and email address, tape up your box, and send it our way!
another note: when you get your refills back, you can save the packaging to wrap them in the next time around.
if a vessel is damaged during shipment to our SD or SF candle studio, the responsibility lies with the customer and it will not be replaced by often wander. in this case, we will always do our best to assist in any way we can to offer replacement options.
if a vessel is damaged during shipment from either of our candle studios, the responsibility lies with often wander and will be replaced. in this case, we will do our best to replace your vessel with an exact match. however, since vessels have been changed throughout the course of the company, the exact vessel may not be available. if this happens, we will contact you and work with you to find a replacement.
Didn't find your answer?
reach out to us at hello@oftenwander.com.