Help & FAQs

Do I have to create an account to make a purchase?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

How do I login or create an account?

You can login or create an account here. For existing users, enter your email & password then click "Sign In". For new users, click the "New customers. Create your account" link and fill in the requested information.

How do I shop on your website?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

What payment methods do you accept?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.

What is Shop Pay installment?

Shop Pay Installments allows customers to buy today and pay overtime with no fees and no surprises.

The customer must be 18 years or older and provide a valid U.S. home address and U.S. mobile number and agree to receive SMS texts to apply with Shop Pay.

Available Payment Plans

Pay in 4 for purchases $50 to $999

  • Interest-free payments every 2 weeks
  • No impact to the customer's credit score

Pay monthly for purchases $150 to $17,500

  • 3, 6, or 12-month terms
  • Rates from 0-36% APR
  • No impact to the customer's credit score
  • If you choose to pay for your order in four biweekly installments, then your credit score isn't impacted.
  • If you choose to pay for your order in monthly payments, and payments are late, then your credit score might be affected. Only monthly payment options might impact your credit score.

The application takes just a few simple steps, and the customer will get a real-time decision from Affirm. Customers are typically able to complete the application in 3-5 minutes.

How Do You Make Payments?

The Shop App will send reminders when payments are due. Customers can log in to the Shop app or sign into their Shop Pay account on their desktop to make payments. The customer can also enable AutoPay for automatic payments if they would like.

Why wasn't I approved for Shop Pay installment?

To protect your privacy, Shop Pay and Affirm do not share information about customer applications with us. Please check your inbox for an email from Affirm, which will outline the reasons your purchase was not approved. If you did not receive the email, please visit for alternate next steps.

Who do I contact if I have questions about Shop Pay?

In-store shoppers who have questions about Shop Pay Installments can visit the Help Center for more information about applying, making payments, managing their loan, and more. 

Shop Pay x Affirm Help Center(opens in a new tab)

If a customer wants to reach out and chat with a person at Affirm, the Affirm Customer Support Team is a phone call away. 

Available seven (7) days a week, 7 a.m. to 10 p.m. CST

(855) 423-3729

Can I cancel or change my order?

Unfortunately, we are unable to change items on an order once it is submitted. An order is able to be canceled within 2 hours of being submitted. Once the order is processed, the order cannot be canceled. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

If order is able to be canceled:

To cancel your order, you can reach out to us via our chat box (bottom right of website), or you can Contact Us.

We will cancel your order, and if the charges are pending it will be reversed. If charges are complete, we will refund the payment to the payment method used.

If your order is unable to be canceled, visit our Return Policy for further options.

When will my order ship?

Many orders ship within 24 hours, but please allow 2-5 business days estimated processing time after order is placed. Once shipped, most orders will arrive within 3-4 business days. Shipping time will vary depending on your location. We will provide updates of your order status via email or texts.

We are sorry that in some cases it may take us a little longer than expected to ship your order. We want to be certain that your order arrives to you in perfect condition without any melting. We are located in Georgia where we see summer temperatures over 100°. To fix this issue, each summer we implement "melt-zone shipping".

This means that if you live in any of the states listed in our "melt-zone", we will only ship your order on Mondays to Wednesdays. This is the best way for us to be certain that your products do not sit on a shipping carriers truck over the weekend. This is when the melting happens. Once again, we apologize for this and look forward to delivering your order in the best condition possible. Please review our Shipping Policy For more information.

How do I know that you received my order?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

What is your return policy?

You may return products purchased from us that are in new or defective condition for a refund, subject to the terms of the Return Policy.

To begin a return, please visit our Return Center

How do I track my order?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. You can refer to that email to track the status of your order. Once your order ships, you will also be receiving the shipping email or text message and can track your order via that message. Alternatively, you may check the status of your order in “My Account” if you are a registered user. You can also track your order here.

What if my item arrived damaged?

We are sorry to hear that your item arrived damaged. Please Contact Us, or you can reach out to us via our chat icon at the bottom right of the screen.

What if my package is late or lost?

Packages may occasionally be delayed due to carrier delays or weather conditions beyond our control.

Late package?

If your package has not arrived according to the expected delivery date, we ask that you wait an additional 4 days to account for carrier delays.

Package status states delivered, but you still do not have package?

First reach out to your local shipping carrier, and if the package is reported as lost, contact us via our chat option located at the lower right of the screen or Contact Us.

How do I care for my candle?
  • Step 01

Trim Prior to each lighting, trim the wick to 1/4” for a clean and smoke free burn.Also, always protect the surface on which the candle sits.

  • Step 02

Burn On your first light, allow the entire surface of wax to melt — Minimum of 2 hours. There will be some “wax wall hanging,” but that’s normal. For all burns, never let it go on for more than 4 hours.

  • Step 03

Center Ensure the wick is centered. After each burn, adjust the wick while the wax is still molten.

!!!!To prevent fire and serious injury:

Always trim wick to 1/4 inch before lighting. Never burn longer than 4-hour intervals. Set candle on heat-resistant surface and avoid drafts. Always burn within sight and extinguish before leaving room. Don’t burn near things that catch fire. Keep away from children and pets. Don’t extinguish with water. Always let wax harden before relighting, touching or moving.

Bath & Body Products Information

FDA Disclaimer: The information, advice, statements, and testimonials made in regards to Phenixology soaps and other products mentioned on this website have not been evaluated by the United States Food and Drug Administration (FDA). The information on this site and the products listed are not intended to diagnose, treatment, cure or prevention of disease; nor are they intended to replace proper medical care. It is always recommended to consult with a healthcare professional before starting any regimen. User-submitted testimonials are based on individual results and do not constitute a guarantee that you will achieve the same results. Many of our products contain essential oils, so please consult with your physician prior to using our products.

Disclaimer: Product posting portrayal is for educational purposes only, not intended to replace a physician's proposal. Our products are not endorsed by the FDA. Our items are made with characteristic fixings, not to be utilized other than for the expressed purposes. Our items are not made to fix any kind of illness or affliction,  so please consult your physician and confirm that it won't not negatively affect any health conditions, ailments, pregnancy or nursing. In the event that any irritation occurs, please cease use of the items immediately, and consult with a physician. Phenixology LLC isn't held at risk for any item abuse. Although our products are handcrafted with natural ingredients, our products are not hypoallergenic.