Help / FAQ

From fragrance details to shipping, we’ve got answers to all kinds of questions. If you can’t find what you’re looking for, feel free to reach out to us at hello@otherland.com

Product

  • How do I burn candles safely?
    Great Question!

    1. Never leave a burning candle unattended. Keep lit candle in sight at all times!
    2. Never burn a candle on or near anything that might catch fire, like loose papers, fabric, bedding, books, drapes, decorations, etc. Play it safe and give your candle nice clear area to sit on.
    3. Keep lit candles away from drafts--open windows, air conditioners, vents, fans, etc.
    4. Keep candles out of the reach of children and pets.
    5. Extinguish the flame if it becomes too high or flickers repeatedly. Trim the wick and check for drafts before re-lighting.
    6. If there is any chance you might doze off to sleep, blow out your candle immediately!
    7. Wait until the flame extinguishes completely and clears of smoke before replacing our topper lid.
    8. If you’ve created a large wax pool during your burn, blow it out gently to avoid wax splattering.
    9. Don’t try to take a selfie while holding a lit candle (guilty…)
  • What are your tips for candle burning perfection?
    1. GET MELTY WITH IT: Make sure your first light liquefies the entire top layer of wax. Otherwise, you’ll be left with a “memory ring,” which causes the wax to tunnel rather than melt evenly.
    2. SNIP THE WICK: Wicks are happiest when at a very short (⅛ inch) height. After your first burn, use our wick trimmer to trim the wick to the right length, ensuring a steady, ash-free flame.
    3. KNOW WHEN TO BLOW IT OUT: We recommend burning for no more than four hours at a time. And, when you get towards the end don’t burn all the way down: swap your candle for a new one when ½ inch of wax remains.
    4. DON'T TRASH YOUR TREASURES: We’ve used our containers to hold pencils, makeup brushes, hair things or what have you. You’ll want to remove the remaining wax by placing the candle in your freezer for a few hours.
    5. Check out our Instagram page for helpful videos on candle care: https://www.instagram.com/otherlandco/.
  • Are your candles clean?
    Otherland follows the strict standards set by the International Fragrance Association (IFRA); a global fragrance association which works to protect consumers and the environment while promoting the safe use of fragrance. Fragrance ingredients go through rigorous safety testing and are continuously reviewed. We are Cruelty-free and formulated without: Sulfates SLS and SLES, parabens , formaldehydes, formaldehyde-releasing agents, phthalates, mineral oil, retinyl palmitate, oxybenzone, coal tar, hydroquinone, triclosan, triclocarban, PTFE/PFOA, styrene, polyacrylamide/acrylamide, acetaldehyde, acetonitrile, methylene chloride, animal fats, oils, and musks, benzalkonium chloride, toluene, resorcinol, acetone, butoxyethanol, ethylenediaminetetraacetic acid, methyl cellosolve, methylisothiazolinone/ methylchloroisothiazolinone, mercury and mercury compounds (thimerosal), bisphenol A(BPA).
  • How strong are the scents?
    We spent a lot of time experimenting and tweaking our formulation in order to get the strength just right. Feel like we went too strong or too weak? We’d love to hear your feedback and offer free returns and exchanges! Let us know at hello@otherland.com.
  • Do you test on animals?
    No! Otherland candles are cruelty-free and vegan. Formulas and fragrances are developed without testing on animals and do not include any animal-derived ingredients.
  • How can I prevent the candle wick from smoking?
    Snip your wick! Wicks are happiest when at a very short (⅛ inch) height. After your first burn, use our wick trimmer to trim the wick to the right length, ensuring a steady, ash-free flame.
  • Can I sell the products on my own site?
    Your purchase of Otherland products is only for your personal use. By purchasing Otherland products, you agree not to resell or distribute such products for any commercial purposes. If we have reason to believe that your order is not for your personal use, we may reject or cancel your order.
  • Do your candles expire?
    Candles don't expire, however the scent can degrade over time. Here are a few tips to keeping your candles fresh:
    1. Store your candles in a cool, dry place away from direct sunlight.
    2. Keep your lids on! Use the lid that came with your candle to preserve the fragrance.
    3. Light your candles! Our fragrances are meant to be enjoyed, not stored away. Strike a match and escape to an Otherland.

Pura X Otherland

  • What is the Pura® x OTHERLAND™ partnership?
    Otherland has partnered with Pura to bring select signature scents to Pura’s home diffusion fragrance technology. Now you can pop in a cartridge and be taken to an Otherland. Learn more on our YouTube channel: https://www.youtube.com/@OtherlandCo.
  • What is Pura, and how does it work?
    Pura is a smart home diffuser that allows you to control your home’s scent experience from an app. You can adjust intensity, set schedules, timers and easily switch between fragrances all from the Pura app.
  • Which Otherland scents are available with Pura?
    You can now enjoy a few of our favorite fresh scents in your Pura device, including Cardamom Milk, Fallen Fir, Matchpoint and Rattan. Stay tuned on our social channels and email for the latest updates.
  • Do I need a Pura device to use Otherland’s fragrances?
    Yes! Otherland’s Pura-compatible fragrances are designed specifically for use with the Pura smart diffuser. You can purchase a Pura Diffuser and Otherland scent kit on our site: https://www.otherland.com/pages/shop-pura.
  • Are the scents the same as the candles?
    Yes! We worked closely with Pura to ensure our signature fragrances translate beautifully to the smart diffuser format.

Order

  • How can I update my order?
    Please email us at hello@otherland.com as soon as possible if you would like to cancel or change your order. We’ll do our best to process your request.
  • How can I check the status of my order?
    You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.
  • What is the best way to place a large order (like for a wedding or corporate gift)?
    Shoot us an email at hello@otherland.com and we'll go from there.

Payment

  • When will my credit card be charged?
    Your credit card will be charged at the time of shipment.
  • What forms of payment do you accept?
    We accept Paypal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit cards or debit cards.
  • Do you offer gift cards?
    We do not offer gift cards at this time. Please contact us at hello@otherland.com to redeem your gift card.

Customer Service

  • How do I contact customer service?
    Looking for something else not answered here? Drop us a line at hello@otherland.com. Please include your name, contact information and order number when referencing a recent order so we can best assist you.

Shipping

  • Where do you ship?
    Otherland currently ships to the 50 states, Puerto Rico and Canada. You may experience longer delivery times when shipping outside the contiguous states. We do not offer any other international shipping at this time.
  • What are the shipping options?
    Otherland offers free shipping on orders over $75. Orders are shipped via standard shipping, and generally arrive within 2-5 business days. You will see the shipping method in the checkout experience.
  • When will my order ship?
    Orders typically ship in 1-2 business days. As soon as it ships you’ll receive a shipment notification email with a tracking number.
  • How can I edit my shipping address?
    If your order is shipping to an incorrect address, please email hello@otherland.com as soon as possible.

Returns & Exchanges

  • What's your return policy?
    All returns must be processed within 30 days of receiving the order. Please email hello@otherland.com with your order number (found on your order confirmation email) to initiate a return or exchange.
  • How long does it take to process a return?
    Please allow 5-7 business days for your refund to process after we receive your return.
  • What happens if I don't like the scent?
    If you the scent is not what you expected or you do not enjoy the scent for any reason, please email us at hello@otherland.com and we will process a refund or exchange. We want you to be happy and satisfied with your Otherland purchase! Final sale items may not be returned. Final Sale is marked in the items title.

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