FREQUENTLY ASKED QUESTIONS

Frequently asked questions

ORDERS & CUSTOMER CARE

WHAT COMES WITH MY ORDER?


All of our soy candles come shipped in a gift box then placed in a protective box with lots of packing peanuts for added protection. We always try to include a couple of tealight or wax melt samples of scents we think you'd like. If you would like to try a particular scent, let us know in the gift note/comment section at checkout and we'll do our best to include it!




IS THERE SALES TAX?


The State of Florida is subject to a 6.5% sales tax.




CAN I SEND MY ORDER AS A GIFT?


Absolutely! Simply check the box marked "Gift?" next to the quantity box on the product page. At checkout, simply leave a personal note in the message section. Our soy candles will then be boxed and be ready for gifting. Please note all shipments include The Malicious Mermaid's return address and branding on the exterior carton.




DO YOU OFFER GIFT CARDS?


Unfortunately, at this time, The Malicious Mermaid does not offer gift cards. We are exploring the option and should have them available very soon!




I NEED TO MAKE A CHANGE TO MY ORDER!


Please email customercare@maliciousmermaid.com with your change request as soon as possible. We are happy to make adjustments to your order before it has shipped! Our studio is closed Saturday and Sunday, weekly. We'll make sure to respond first thing Monday when we return!




DO YOU OFFER EXCHANGES OR RETURNS?


U.S. Customers: Trying scents online is tough, that's why we have a 100% satisfaction policy. If you aren't happy with your purchase, please reach out to our Customer Care team at customercare@maliciousmermaid.com and we'll help get the process started. As a growing small business, we aren't currently able to cover shipping costs, but are always happy to ship exchanges at no extra charge. Exchanges or returns must be made within 30 days of delivery and require proof of purchase (ie: your Malicious Mermaid order number or order confirmation email). Refunds cover the cost of the item returned and do not include shipping fees. Unfortunately, we cannot accept returns on gift cards and third party products.

Please note, once a package is picked up and scanned in by our carrier, the shipping and delivery status is no longer within our control; we are unable to replace missing or stolen packages at this time.

International Customers: We are currently unable to offer exchanges on international orders, we apologize for the inconvenience. If you’d like to return your order for a refund, please note that shipping costs for international returns are the customer’s responsibility. Shipping costs are not included in refunds for return orders.

Want store credit instead? If there’s one thing we know, it’s that you can never have too much Malicious Mermaid. If you’d prefer store credit instead of a refund, let us know and we’d be happy to help. Store credit is issued for the amount of the product and does not include shipping fees.

Still need a hand or have additional questions? We’re just an email away at customercare@maliciousmermaid.com and will respond to your message within 24 business hours.




HELP, I CAN'T FIND THE ITEM I WANT! IS IT SOLD OUT OR DISCONTINUED?


We occasionally vault certain Malicous Mermaid fragrances for seasonal or stock purposes. If an item is marked as "sold out" in the web shop, please email us at customercare@maliciousmermaid.com for more information about restocks.




DO YOU OFFER WHOLESALE OPPORTUNITIES OR REDUCED PRICING FOR BULK ORDERS?


Yes and Yes. For Wholesale Opportunities or Bulk Orders (24 candles or more), please email us at customercare@maliciousmermaid.com with your interest.





SHIPPING

DO YOU SHIP INTERNATIONALLY? WHAT DO FEES INCLUDE?


Yes, we offer international shipping! International packages are shipped via USPS International and typically arrive within 1-3 weeks. Shipping times vary depending on location, time of year and local postal service. Rates are calculated by weight of package/delivery destination and are for postage alone. International shipping does not include tracking or delivery confirmation.

We also offer expedited shipping (2-3 days) with tracking information via DHL, which is available upon request. Please email our Customer Care team at customercare@maliciousmermaid.com for more information.

PLEASE NOTE: International packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. Unfortunately, The Malicious Mermaid has no control over this. We are not able to mark any international packages as zero value or as gifts to avoid customs duties or fees.




HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?


All orders are processed and shipped from our Florida studio within 1-3 business days. Once shipped, continental domestic orders may take 2-5 days to arrive, dependent on location. Tracking notification emails are sent as soon as shipments leave our studio. AK, HI, and outlying territories may take longer. Ship time does not include in-studio processing.

Please note, once a package is picked up and scanned in by our carrier, the shipping and delivery status is no longer within our control; we are unable to replace missing or stolen packages at this time.




WILL I RECEIVE TRACKING INFORMATION?


Once your order has shipped, you will receive an email with tracking information. If for some reason you did not receive this information, let us know at customercare@maliciousmermaid.com and we will send it over.




DO YOU OFFER RUSH SHIPPING OPTIONS?


Yes! For rush shipping on domestic orders, we offer USPS Express Mail. Express Mail shipping does not include our 1-3 business day processing time. Pricing is dependent upon destination/weight of shipment. Please contact customercare@maliciousmermaid.com for more information. For international shipments, DHL is available by request and typically arrives within 2-3 business days. Please contact us at customercare@maliciousmermaid.com before placing your order for rate quotes.




CAN I PLACE ONE ORDER AND SHIP TO MULTIPLE LOCATIONS?


At this time, we are only able to ship each order to one location and cannot accommodate multiple shipping addresses. If you would like to ship to more than one shipping address, please place a separate order for each.





ABOUT OUR PRODUCTS

HOW ARE MALICIOUS MERMAID PRODUCTS DIFFERENT FROM OTHER BRANDS?


Every new scent begins with a personal memory or inspiration and develops over time through rigorous testing. Our mission is to create high-end, quality products at accessible price points, making fragrance an everyday luxury at home and anywhere you go. All of our products are designed, produced and shipped from Central Florida by our amazing team. Before leaving our studio, each product undergoes detailed inspection, passing through many well-trained hands. We take your feedback extremely seriously and it's important in developing our process here in the studio. After all, customer satisfaction is our number one priority!




HOW OFTEN ARE NEW SCENTS RELEASED?


We typically introduce 2-3 new scents to our Classic line every year, additionally we release 4-5 seasonal specials throughout the year. Sign up for our newsletter on the bottom of our site for exclusive deals and sneak peeks at upcoming products.




ARE YOUR PRODUCTS VEGAN? HOW ABOUT ANIMAL CRUELTY AND PHTHALATE FREE?


All of our products and fragrances are considered vegan! We are happy to report that neither we nor our suppliers engage in animal testing.

All our fragrances are phthalate and petro-chemical free. While there are no regulations against phthalate use in candles, we decided not to work with fragrances with phthalates in them. The levels of phthalates typically found in a candle are not harmful to a consumer or manufacturer, but we decided that simpler is always better.




HOW FRAGRANT ARE MALIOUS MERMAID PRODUCTS? HOW DO I KNOW WHICH PRODUCT TO CHOOSE FOR MY SPACE?


Because we use natural soy wax, our candles will not have the same scent throw as paraffin candles. We like that our candles are not overwhelming and can be used every day. We find that our 9 oz. candles fill a medium-size room nicely.

For larger rooms or rooms with high ceilings, we recommend our 16 oz large soy candles; you can also burn two or more of our 9 oz candles. 4 oz candles are better burned at a desk or in a small space such as a bathroom.




WHERE DID YOU GET YOUR WAX, JARS, FRAGRANCE?


Unfortunately we consider this proprietary information, so our lips are sealed! However, all are sourced in the U.S.





ABOUT OUR CANDLES

WHAT'S THE BEST WAY TO BURN AND EXTINGUISH MALICIOUS MERMAID CANDLES?


Our recommended burn time is 3-4 hours. Be sure to trim the wick to 1/4" before each lighting to prevent wick curling. Trim your wick with a simple finger pinch or by using scissors or a proper wick trimmer. As a safety precaution, never leave wick trimmings (matches or other debris, for that matter) in your candle jar!

Always allow the melt pool to reach the edges of the jar before extinguishing. Doing so not only allows for even burning, but prevents "tunneling" and wax from building along the sides of the jar, ensuring product quality and longevity.

The best way to extinguish your candle is by gently blowing out the flame and containing any smoke with the jar's metal lid. A wick snuffer works great, as well. Never attempt to extinguish a candle using water and never leave a candle unattended or in reach of children, pets or a draft. Allow the jar to cool completely before handling.




WHAT INGREDIENTS ARE IN MALICIOUS MERMAID CANDLES?


The formula for our amber line of soy candles is simple: 100% domestically grown soy wax, fragrance oil, and a cotton core wick. The fine fragrance oils used in our amber jar candles are made of a blend of both naturally and synthetically developed ingredients. We develop our products to meet our highest standards for quality and safety, and to ensure that the price point is also accessible for our customers.

Our candles should not be used as a body lotion, as the fragrances are specially formulated for candle use only, and some may not be body safe.




ARE YOUR CANDLES MADE WITH 100%  SOY WAX? IS IT GMO FREE?


Malicious Mermaid candles use 100% soy wax - we do not blend with paraffin or other soy waxes. We choose to work with soy wax for a variety of reasons. We love that it's a renewable resource and carbon neutral. We love that it burns more cleanly - and better yet - for a longer period of time than paraffin. We love the way soy wax smells mixed with a good fragrance. And mostly, we love working with soy because it's a natural and non-toxic product that we can touch with our hands every day.

We can't guarantee that our soy wax is GMO free. Why? The protein used to test for the presence of GMOs is not present in soy wax, therefore there is no reliable way to test for GMO-free soy wax. Furthermore, only a very small percentage of soy beans grown in the U.S. are considered organic/GMO-free. If and when GMO-free soy wax becomes readily available, we will definitely use it!




CAN THE JAR BE REPURPOSED?


Absolutely! When about 1/4" of wax remains, discontinue use of candle and place your candle in the freezer. Once the wax hardens, it can be chipped out along with the wick. If there is more than a little bit of wax left, we recommend the "oven method" - place your candle in a warm oven and allow the wax to liquefy. Carefully dump the wax out (be sure to use a potholder, as the jar will be hot) and wipe clean. Soap and water can then be used to remove the wax residue. Repurposing our amber jars as small planters for succulents is one of the more popular uses, but we also love to use them to store pens, loose change and cotton balls - or just recycle!





PRIVACY POLICY

WHAT IS YOUR PRIVACY POLICY?


Your privacy and its safety is of utmost importance to us at The Malicious Mermaid. Therefore, we are happy to provide a copy of our most current privacy policy, please email us at customercare@maliciousmermaid.com with your request.