FAQs
These are the answers to some frequently asked questions from customers about our website and products. Click on the keyword you want to inquire about, and you can directly jump to the corresponding answer.
1. Promotions / discounts
2. Payment
3. Modify order / cancel order / address
4. Ship / shipping
5. Tracking order
6. Package delayed / lost
7. Package returns / replacements / exchanges
8. Wholesale / bulk orders
9. Customization / custom design / made to order
10. Scented / unscented
11. Out of stock
12. Service hour
Promotions / discounts:
Yes, we have two great discounts! First, all registered members enjoy 10% off on all products. Second, if your purchase is over $50, you’ll receive an additional $5 off. Even better, these discounts can be used together for extra savings!
Payment
We accept major credit cards (Visa, MasterCard, and American Express), PayPal, and Apple Pay for secure transactions.
Modify order / cancel order / address
We process orders quickly, so changes or cancellations must be requested within 24 hours of placing your order. So please contact us ASAP if you need assistance.
Ship / shipping
For addresses in Japan, the shipping normally takes 3~5 working days.
For addresses in the United States and some parts of Europe (*), the shipping normally takes 7~10 working days.
(*): Austria, Belgium, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Isle of Man, Italy, Jersey, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, San Marino, Spain, Sweden, Switzerland, and the United Kingdom.
Tracking order
Once your order has shipped, you will receive a tracking number and a red button hyperlink via email. You can track your package by pressing the button, and it will take you to the tracking page.
Package delayed / lost
Please paste your order number to us. We’ll work with the carrier to track down your package or arrange for a replacement or refund.
Package returns / replacements / exchanges
Our return/exchange policy allows customers to return items within 14 days of purchase for a refund or exchange. Your item(s) must be unopened in the original packaging. Shipping costs are non-refundable. Please contact our customer service team to initiate the return process.
Wholesale / bulk orders
If you have any questions about bulk orders, please email us at hello@wop-7color.com; we will respond to you ASAP on our business days.
Customization / custom design / made to order
Yes, we can offer you customized services for the products. Please contact us at hello@wop-7color.com for more details.
Scented / unscented
For the time being, all of our candles do not have a particular fragrance. They are made of premium paraffin wax and cotton wicks, so they only emit a faint natural scent.
Out of stock
If an item is out of stock, please leave an email address, and we will notify you when it becomes available again.
Service hour
Our customer service team is available Monday through Friday from 8:30 AM to 5:30 PM (UST+8) and Saturday from 10 AM to 3 PM (UST+8). Our annual leave usually falls between the end of January and the beginning of February (within 15 days), and the exact dates may vary depending on the situation each year. Feel free to fill in a form or email us at hello@wop-7color.com. We are happy to assist you with any questions or concerns in our service hours.
1. Promotions / discounts
2. Payment
3. Modify order / cancel order / address
4. Ship / shipping
5. Tracking order
6. Package delayed / lost
7. Package returns / replacements / exchanges
8. Wholesale / bulk orders
9. Customization / custom design / made to order
10. Scented / unscented
11. Out of stock
12. Service hour
Promotions / discounts:
Yes, we have two great discounts! First, all registered members enjoy 10% off on all products. Second, if your purchase is over $50, you’ll receive an additional $5 off. Even better, these discounts can be used together for extra savings!
Payment
We accept major credit cards (Visa, MasterCard, and American Express), PayPal, and Apple Pay for secure transactions.
Modify order / cancel order / address
We process orders quickly, so changes or cancellations must be requested within 24 hours of placing your order. So please contact us ASAP if you need assistance.
Ship / shipping
For addresses in Japan, the shipping normally takes 3~5 working days.
For addresses in the United States and some parts of Europe (*), the shipping normally takes 7~10 working days.
(*): Austria, Belgium, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Isle of Man, Italy, Jersey, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, San Marino, Spain, Sweden, Switzerland, and the United Kingdom.
Tracking order
Once your order has shipped, you will receive a tracking number and a red button hyperlink via email. You can track your package by pressing the button, and it will take you to the tracking page.
Package delayed / lost
Please paste your order number to us. We’ll work with the carrier to track down your package or arrange for a replacement or refund.
Package returns / replacements / exchanges
Our return/exchange policy allows customers to return items within 14 days of purchase for a refund or exchange. Your item(s) must be unopened in the original packaging. Shipping costs are non-refundable. Please contact our customer service team to initiate the return process.
Wholesale / bulk orders
If you have any questions about bulk orders, please email us at hello@wop-7color.com; we will respond to you ASAP on our business days.
Customization / custom design / made to order
Yes, we can offer you customized services for the products. Please contact us at hello@wop-7color.com for more details.
Scented / unscented
For the time being, all of our candles do not have a particular fragrance. They are made of premium paraffin wax and cotton wicks, so they only emit a faint natural scent.
Out of stock
If an item is out of stock, please leave an email address, and we will notify you when it becomes available again.
Service hour
Our customer service team is available Monday through Friday from 8:30 AM to 5:30 PM (UST+8) and Saturday from 10 AM to 3 PM (UST+8). Our annual leave usually falls between the end of January and the beginning of February (within 15 days), and the exact dates may vary depending on the situation each year. Feel free to fill in a form or email us at hello@wop-7color.com. We are happy to assist you with any questions or concerns in our service hours.
