FAQs | A Little Help, A Lot of Answers

Thoughtful finds. Everyday comforts. A little help along the way. Whether you're choosing a scent for your space or checking how returns work, you're in the right place.

Jump to: Products & choosing your favorites · Care & everyday use · Orders & delivery · Returns & refunds · More help

Products & choosing your favorites

What's waiting to be discovered at Alder & Loom?

Explore finds such as Magnolia candles, relaxed clothing, jewelry, hats and coffee-table books. Check individual product pages for the details that make each piece special, including materials, dimensions, available options and care information.

Which candle scent suits my mood?

For a warm, cozy feel, try Magnolia Amber, with notes of vanilla, amber and musk. Prefer something fresh? Greenhouse blends cucumber, thyme and melon. Stay a While brings together green tea and lavender. For a festive atmosphere, Joyeux Noel features cranberry, mandarin and clove, while Twelve Nights pairs cedar, citrus and Fraser fir.

Should I choose a small or large candle?

The Greenhouse, Joyeux Noel and Twelve Nights candle descriptions offer a helpful starting point: the 9 oz single-wick size is suited to a shelf, side table or desk, while the 26 oz three-wick size works well on a dining or coffee table. Check your chosen product's available sizes before ordering, and always choose a safe, heat-resistant surface.

I'm shopping for a small gift. Where should I start?

The Joyeux Noel and Twelve Nights Candle Tin Bundle includes two 4 oz candles, making it a lovely option for someone who enjoys seasonal scents. For a different kind of keepsake, consider a coffee-table book or jewelry. Check the listing for exactly what is included; gift wrapping is not assumed.

How do I choose a clothing size?

Review the size options and any measurements on the specific product page. Fit varies by style: the Chainstitch Oatmeal Heather Sweatshirt is described as relaxed, and the Heather Navy Straight Leg Loungewear Set has a relaxed straight-leg silhouette. If you're unsure, email us with the product name and your sizing question before ordering.

Is the Silos Distressed Cream Baseball Hat adjustable?

Yes. Its product description lists a 100% cotton, six-panel design with an adjustable brown leather strap.

How large are the Starburst Link Earring Hoops?

The Magnolia Starburst Link Earring Hoops are listed as 15 mm. For metal composition or sensitivity questions, check the product details or contact us before purchasing rather than assuming a piece is hypoallergenic.

Will colors look exactly like the photos?

We aim to display product colors accurately, but screen settings can affect how a shade appears. Review the description alongside the photos, especially when matching a piece to an outfit or room.

Care & everyday use

How do I get the best from my candle?

Follow the instructions on the candle and its product page. The Greenhouse candle and candle tin bundle care instructions advise trimming wicks to ¼ inch and limiting each burn to 2–3 hours. Keep wick trimmings out of the wax. Never leave a burning candle unattended, and keep it away from children, pets and flammable materials.

Do all candle sizes have the same burn time?

No. Burn time depends on the candle and its size. For example, the Joyeux Noel and Twelve Nights tin bundle lists a 25-hour burn time for each 4 oz candle. Use the details for your selected item rather than applying one candle's estimate to every size.

How should I wash clothing or care for accessories?

Use the care label and the instructions for your specific item. Materials and finishes vary, so avoid assuming that every garment is machine washable or every accessory can be cleaned the same way. If the care information is unclear, contact us before washing or cleaning.

Orders & delivery

How quickly will my order be processed?

Unless otherwise stated on our website, orders are processed within 1 business day, excluding holidays. Orders placed after noon or on weekends and holidays may begin processing the next business day. Processing time is separate from delivery time.

When will my order arrive?

Available shipping methods and estimated delivery times are shown at checkout. Delivery estimates begin once your order ships and are not guarantees. Carrier delays, weather and customs processing can affect arrival times.

How much does shipping cost?

Shipping charges are calculated at checkout based on your destination, order weight and selected shipping method. Free standard shipping may be available on selected orders as displayed at checkout. Review your checkout total before placing your order.

Do you ship internationally?

Our shipping policy lists a wide range of international destinations. Check the Shipping Policy for the destination list and review the options available for your address at checkout.

Where can I read about international taxes and import charges?

See the international shipping sections of our Shipping Policy and review any charges shown at checkout before ordering. The policy includes information for Canada, the United Kingdom and the European Union.

How do I track my order?

Once your order ships, we'll email a shipping confirmation with a tracking number and link if your shipping method supports tracking. Tracking information may take time to update after the email arrives.

I entered the wrong shipping address. What should I do?

Email us as soon as possible with your order number and the correct address. Please double-check your details before placing an order. Changes may be possible before shipping, but we cannot modify an order once it is in transit.

Can I cancel my order or remove an item?

Our refund policy allows you to request cancellation or removal of items within 15 minutes after placing your order. Contact us immediately with your order number and request. Acceptance is subject to the policy's terms; a request is not a confirmed cancellation. See the Refund Policy for full details.

My package is delayed or seems lost. Can you help?

Yes. Contact us with your order number and any tracking details, and we'll help you work with the carrier. For damaged items or an incorrect item, contact us immediately after inspecting your delivery.

Returns & refunds

Can I return my purchase?

Return eligibility depends on the item. You may request a return within 30 days after delivery. Where returns are accepted, items must be in the same condition received, unworn or unused, with tags and in their original packaging, or as otherwise indicated in the return instructions. Check the product listing and our Refund Policy for exclusions and complete terms.

How do I start a return?

Email lucienalena22@gmail.com before sending anything back. Include your order number and the item you wish to return. If approved, we'll provide instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.

Who pays for return shipping?

Our refund policy states that return shipping is free and we provide a return label. Contact us first so we can review eligibility and provide the approved return instructions.

Can I exchange an item?

Contact us to ask about exchange options before returning your item. We'll help you understand the next steps for your particular purchase.

What if my item arrives damaged, defective or incorrect?

Please inspect your order on arrival and contact us immediately if an item is defective, damaged or not what you ordered. Include your order number and a description of the issue so we can review it.

When will I receive my refund?

We'll notify you after receiving and inspecting your return and let you know whether the refund is approved. Approved refunds go to the original payment method unless otherwise stated. Your bank or payment provider may need additional time to post the refund. If an approved refund has not appeared after a reasonable period, contact us.

Where can I find the complete return terms?

Our Refund Policy includes full return and cancellation terms, exceptions, and information for customers in the European Union and United Kingdom. This FAQ is a convenient summary, not a replacement for the full policy, and does not limit applicable consumer rights.

Still have a question? Let's help.

How can I contact Alder & Loom?

Email lucienalena22@gmail.com. For order questions, include your order number; for product questions, include the product name and the detail you'd like help with. Please never send full payment card details by email.

Where can I read your store policies?

Find the complete details in our Shipping Policy, Refund Policy, Privacy Policy and Terms of Service. For additional contact details, see our Contact Information.

A little clarity makes shopping feel more comfortable. If your question isn't here, we'd love to hear it.