FAQs
Orders & Shipping
How long does shipping take?
Orders are processed within 1–3 business days. All orders ship via UPS, and shipping options at checkout may include Standard Shipping as well as expedited services such as 2-Day or Next Day delivery, where available. Delivery timeframes begin once your order has shipped.
Where do you ship?
We currently ship within the United States. Our pieces are imported directly from artisan ateliers across Europe, so you get authentic European craftsmanship with domestic shipping — no customs fees or international wait times.
How do you pack fragile items?
Many of our pieces are made of glass or handmade concrete. Every order is packed with protective materials and reinforced packing methods to keep your piece safe in transit.
My order arrived damaged. What should I do?
Please inspect your order as soon as it arrives. If an item is damaged, defective, or incorrect, email us at kelly@sayananyc.com within 48 hours of delivery and include your order number, clear photos of the product, the outer shipping box, all internal packaging materials, and the shipping label on the box. Once reviewed and approved, we will arrange a replacement or refund.
Returns & Refunds
What is your return policy?
Once a product has been opened, it cannot be returned or exchanged — all candles and diffusers are final sale from the moment the packaging is opened, for hygiene, safety, and product integrity reasons. We accept returns within 7 days of delivery only for items that are completely unused, unopened, and still sealed in their original packaging. To request a return, email kelly@sayananyc.com — returns must be approved in writing before being sent back. Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
When will I receive my refund?
Once your approved return is received and inspected, we will notify you of the refund status. Approved refunds are issued to your original payment method within 10 business days. Processing times may vary depending on your bank or credit card provider.
Our Products
Where are your products made?
Every piece in our collection is handcrafted in Europe. We work with artisanal makers across the continent — from our signature Minérel collection, handmade in Belgium in our European atelier, to limited Belgian glass collaborations and hand-finished pieces from other European makers. Every fragrance is created in Grasse, France, the world capital of perfume.
What are your products made of?
Our candles use a clean-burning natural wax blend of coconut and soy, with no toxins, and our diffusers use natural fragrance created in Grasse. The vessels are individually shaped and finished by hand — sculptural concrete, artisanal glass, and hand-decorated pieces — so no two are exactly alike.
Do your products come in gift packaging?
Many of our pieces arrive gift-ready — all indoor concrete candles, for example, come in a luxury wooden gift box. You can also explore our curated Gifts collection for pieces that make a perfect present.
What is the difference between indoor and outdoor candles?
Indoor candles are designed to fill your interior with fragrance and atmosphere. Outdoor candles are crafted for open spaces — terraces, gardens, and patios — with generous wicks and optional protective covers.
Candle Care & Safety
How do I get the best burn from my candle?
On the first burn, let the wax melt all the way to the edges of the vessel — this prevents tunneling and ensures an even burn for the life of the candle. And no need to trim our wicks!
Any safety tips I should know?
Never leave a lit candle unattended. Do not burn for more than 4 hours at a time. Keep away from drafts, children, and pets, and always place on a heat-resistant surface.
What do I do with the vessel when the candle is finished?
Reuse it! Once the candle is finished, clean out the vessel — our sculptural concrete and glass pieces make beautiful planters, vases, or catch-alls.
How do I care for my diffuser?
Place your diffuser away from direct sunlight and heat sources, and flip the reeds occasionally to refresh the scent. The vessel itself is a handcrafted piece — once the fragrance is finished, it lives on beautifully as a vase.
Contact
How can I reach you?
Email us anytime at kelly@sayananyc.com and we will get back to you as soon as possible.
