Frequently Asked Questions (FAQ)
Customer Care
Frequently Asked Questions
Welcome to Customer Care.
Whether you're discovering Epoque for the first time or returning to your favorite fragrance, we're here to help. Below you'll find answers to our most frequently asked questions about our collections, orders, shipping, product care, and more.
If you don't see the answer you're looking for, we'd love to hear from you.
Customer Care
help@epoquefragrances.com
General
Where can I purchase Epoque products?
Our complete collection is available exclusively at www.epoquefragrances.com, where you'll always find our newest fragrances, exclusive launches, and seasonal collections.
You can also shop a curated selection of Epoque products through our official Amazon storefront and TikTok Shop.
I'd like to carry Epoque in my boutique. How can I become a retail partner?
We're proud to partner with retailers who share our appreciation for thoughtful design and exceptional fragrance.
You can shop our wholesale collection directly on Faire to enjoy exclusive wholesale pricing, flexible payment terms for eligible retailers, and complimentary first-order returns.
If you'd prefer to work with us directly or have questions about becoming a retail partner, please complete our Wholesale Inquiry Form, and a member of our team will be in touch within 5–7 business days.
For wholesale inquiries, please contact wholesale@epoquefragrances.com.
How can I contact Customer Care?
Our Customer Care team is available Monday through Friday and typically responds within one to two business days.
Email us anytime at:
Are Epoque products cruelty-free?
Yes.
Every Epoque product is proudly cruelty-free. We never test on animals and thoughtfully craft every fragrance with quality, care, and integrity.
My Account
How do I update my account information?
Sign in to your account and navigate to Account Settings to update your email address, password, billing information, or saved shipping addresses at any time.
Is my information secure?
Absolutely.
Your privacy and security are important to us. Epoque uses Shopify's secure checkout, and all payments are encrypted and processed using PCI-compliant technology.
Candles
What are Époque candles made from?
Every Époque candle is hand-poured in small batches using a premium soy-coconut wax blend, fine fragrance oils infused with essential oils, and natural cotton wicks for a clean, even burn.
Our candles are vegan, cruelty-free, and phthalate-free.
How long do your candles burn?
Depending on the size of your candle, burn times range from approximately 40–80 hours when cared for properly.
How can I get the best burn?
For the best fragrance experience:
• Trim the wick to ¼ inch before every burn.
• Allow the first burn to reach the edge of the vessel to prevent tunneling.
• Burn for no longer than four hours at a time.
• Keep the wax surface free of wick trimmings and debris.
• Discontinue use when approximately ½ inch of wax remains.
Why doesn't my candle smell as strong anymore?
Your sense of smell naturally adapts to familiar fragrances over time—a phenomenon known as scent adaptation or "nose fatigue."
We recommend rotating fragrances throughout your home to continually enjoy every scent experience.
Reed Diffusers
How do I use my diffuser?
Remove the stopper, insert the reeds, and allow 24–48 hours for the fragrance to begin naturally diffusing.
Flip the reeds every few days for a stronger scent experience.
Where should I place my diffuser?
Diffusers perform best in smaller to medium-sized spaces with natural airflow, such as entryways, bedrooms, powder rooms, or living areas.
How long will my diffuser last?
Approximately 90 days, depending on room temperature, airflow, and how frequently the reeds are turned.
Do you offer diffuser refills?
Not at this time.
Orders & Payments
When will my order ship?
Orders are processed within one business day.
Once your order has shipped, you'll receive an email containing your tracking information.
Can I modify or cancel my order?
If your order has not yet entered fulfillment, we'll do our best to accommodate your request.
Please contact help@epoquefragrances.com as soon as possible.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Shop Pay, Google Pay, and Klarna.
All payments are processed securely in U.S. dollars.
Shipping
Do you offer complimentary shipping?
Yes.
We offer complimentary standard shipping on all U.S. orders over $100.
Where do you ship?
We currently ship throughout the United States.
Certain products containing fragrance oils may have shipping restrictions and cannot be delivered to PO Boxes.
How long does delivery take?
Standard delivery typically arrives within 3–7 business days after your order has been dispatched.
You'll receive tracking information as soon as your order ships.
Returns
What is your return policy?
We gladly accept returns within 30 days of delivery on unopened, unused products in their original condition.
Gift cards and opened products cannot be returned unless they arrive damaged or defective.
My order arrived damaged.
We're so sorry.
Please email help@epoquefragrances.com with your order number and photos of the damaged item, and we'll make it right as quickly as possible.
Gift Cards
Do you offer gift cards?
Yes.
Digital gift cards are available year-round and make the perfect gift for every occasion.
Can I combine promotional offers?
Unless otherwise stated, promotional codes cannot be combined with other discounts or offers.
