Custom Order Policy

Every custom order is made just for you, so nothing goes into production until you have approved your scents, labels and samples in writing. This page explains how that works so we both know exactly what to expect.

What counts as a custom order

An order is custom if it includes any of these:

A new fragrance we source for you because it is not one of our Tested & Approved Scents. We look for a single premade fragrance to match your description. We do not create custom blends.
Your own product names, labels or branding
A jar, color or packaging choice made for your order
Any change to our standard formula you ask for

Our standard catalog products, in any of our Tested & Approved Scents and our standard packaging, are not custom orders. If a tested and approved scent isn't in a product listing yet, we'll add it within 1 business day. Once a new fragrance is approved, it joins our Tested & Approved Scents and is a standard choice from then on.

Before we make your order

Production starts only after all four steps are done:

Written order. You confirm scents, quantities, jars, labels and price in writing.
Label proof. We send a proof of every label. You approve it in writing before we print.
Sample approval. For any new scent, we send a sample in the finished product. You approve each one in writing before we make the full order. Each sample is a full-size candle with a generic label, $13 per scent.
Invoice accepted. You accept the invoice.

If you choose to skip samples, you will initial a Sample Waiver on your signed agreement. By doing so, you accept the finished product as made to your written order.

Handmade ingredients

Natural variation. Our lotion candles use natural butters and oils. Their scent and color can vary slightly from batch to batch and supplier to supplier.
Ingredient changes. If a key ingredient must change before or during your order, we will tell you in writing first and offer a new sample before we continue.
Discontinued fragrances. Our fragrances come from established suppliers, who sometimes discontinue them. If that happens, we will let you know and offer the closest available match, with a new sample, before your next order.
Curing. Lotion candles need about 10 days to cure. The fragrance keeps developing during that time, so judge the scent after curing.
Safety. All fragrances are used at or below IFRA 51 limits for skin contact.

Turnaround, shipping and returns

Turnaround. About 10 business days after your sample and label approval, or your signed Sample Waiver. Show and market dates may add time, and we will tell you up front.
Shipping. We ship when temperatures are safe for lotion candles and will tell you if weather delays a shipment.
No returns or refunds on custom items. Custom products are made only for you and cannot be resold. Once your samples and labels are approved, or your Sample Waiver is signed, they are non-returnable and non-refundable.

Orders placed through Faire

Faire is the online wholesale marketplace where many shops order from us. If you placed your order on Faire:

Payment follows Faire's terms.
All communication must go through Faire Messages. Emails we receive about a Faire order will be answered with a request to use Faire Messages instead.
Damage, defects or other concerns must be reported through Faire's issue report process within 14 days of delivery, with photos.
Do not return items until approved by Faire. Items sent back to us without Faire's approval are not accepted as returns.

Orders placed directly with Comfy Cozy Home

If you ordered from us in person, by phone, by email or through our website:

Payment. A 50% deposit starts production. The balance is due before shipping.
Damage or defects must be reported to us within 14 days of delivery, with photos.
We will repair, replace or credit the affected items.
Do not return items until approved by Comfy Cozy Home.

Signing your agreement

Before production begins, we will email you a copy of this policy to sign. Questions? Email Order@comfycozyhome.com or call 336.990.1525.