Frequently Asked Questions (FAQ)
Welcome to the Epoque New York FAQ page. Here, you’ll find answers to common questions about our products, orders, shipping, and policies. If you can’t find what you’re looking for, please contact us at help@epoqueny.com.
General
Q: Where can I buy Epoque New York products near me?
Our products are always available on epoqueny.com, where you’ll find the same discounts featured in our official ads or emails. You can also shop Epoque New York on Amazon and TikTok Shop.
Q: I’d like to carry Epoque New York products in my boutique. How can I apply?
Yes! We’d love to hear from you. Please fill out our [wholesale inquiry form] and a member of our Sales team will reach out within 5–7 business days once your submission is reviewed.
Please reach out to us at wholesale@epoqueny.com for more information.
Q: How can I contact Epoque New York?
Our customer service team can be reached at help@epoqueny.com. We’ll respond within 1–2 business days.
Q: Do you test products on animals?
Never. Epoque New York is proudly 100% cruelty-free. We do not test on animals at any stage of production.
Online Account
Q: How do I update my login information?
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Go to My Account
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Log in
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Select Change Password under Contact Information
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Update details and click Save
Q: How do I change my billing or shipping address?
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Go to My Account
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Log in
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Under Address Book, select Edit Address
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Update your billing or shipping details and click Save
Is your website secure?
Yes. We partner with Shopify’s secure payment gateway, ensuring all transactions meet PCI security standards.
Scented Candles
Q: What type of wax do you use?
Our candles are hand-poured with a soy-coconut blend, optimized for clean, even burns and rich fragrance diffusion.
Q: Are your candles safe and non-toxic?
Yes. Our wax blend and fragrance oils are FDA-approved, phthalate-free, and safe for home use.
Q: What kind of wicks do you use?
All of our wicks are natural cotton or cotton-paper blends. We never use lead or metal-core wicks.
Q: How can I care for my candle?
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Trim wick to ¼ inch before each burn
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Allow the first burn to reach the edges of the vessel
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Burn 3–4 hours at a time in a well-ventilated space
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Keep wax pool free of debris
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Stop burning when ½ inch of wax remains
Q: How long do Epoque candles last?
Depending on size, our candles burn between 40–80 hours when properly maintained.
Q: Why doesn’t my candle smell as strong anymore?
This may be “nose fatigue” (odor blindness). Try rotating scents or using different fragrances in different rooms for a refreshed experience.
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Reed Diffusers
Q: What is a reed diffuser?
A flameless home fragrance option that continuously disperses scent through natural rattan reeds.
Q: How do I use my diffuser?
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Remove the stopper from the glass base
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Insert reed sticks into the oil
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Flip reeds every few days for a stronger scent
Q; Where should I place my diffuser?
For best results, place in high-traffic areas like entryways or hallways to enjoy fragrance as you pass by.
Q: How long will it last?
Approximately 90 days. Frequent reed flipping will shorten lifespan.
Q: Do you offer diffuser refills?
Not at this time.
Orders & Payments
Q: How long does it take to process my order?
Orders are confirmed immediately via email and processed within 24 hours (or 2 business days for weekends/holidays). Once shipped, you’ll receive a tracking email with delivery details.
Q: When will I be billed?
Your payment method is authorized upon checkout. Orders are charged once your package ships.
Q: How can I track my package?
Once shipped, you’ll receive a FedEx tracking link by email to follow your delivery.
Q: What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Amazon Pay, SHOP pay and Klarna for installment payments. All transactions are secure and processed in USD.
Q: Can I change or cancel my order after placing it?
Orders can only be canceled or changed before they are packed for dispatch. Once shipped, orders cannot be modified. Please email us at help@epoqueny.com right away if you need assistance.
Why isn’t my promo code working?
Promo codes may expire, be entered incorrectly, or be limited to one per order. If you’re still having issues, contact our Customer Care team for help.
Do you offer gift cards?
Yes, we offer both digital and physical gift cards, available directly on our site.
What if a product is out of stock?
Contact our Customer Care team to check availability or sign up for restock updates. We can also recommend alternatives you’ll love.
Shipping & Delivery
Q: Do you offer free shipping?
Yes, we offer complimentary shipping on U.S. orders over $100. Promotions may apply at certain times.
Q: Where do you ship?
We currently ship throughout the United States. Select products, such as fragrance diffusers, may have restrictions due to shipping regulations and cannot be delivered to PO Boxes.
Q: How long will delivery take?
Orders are processed Monday–Friday (EST). Standard shipping typically takes 3–7 business days after dispatch, depending on your location. Tracking details will be sent by email once your order ships.
Products & Care
Q: What are your candles made from?
Our candles are hand-poured in small batches using a natural soy–coconut wax blend, premium fragrance oils infused with essential oils, and 100% cotton wicks. They are vegan, cruelty-free, and phthalate-free.
Q: How do I care for my Epoque candle?
For the best burn:
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Trim the wick to ¼ inch before each use.
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Allow the wax to melt evenly across the surface during the first burn.
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Burn for no more than 4 hours at a time.
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Keep away from drafts and never leave unattended.
Q: Do you offer diffusers or fine fragrance?
Yes. In addition to candles, we offer luxury reed diffusers and will be expanding into fine fragrance.
Returns & Exchanges
Q: What is your return policy?
We accept returns within 30 days of dispatch if products are unopened, unused, and in their original condition. Please note that we do not accept returns for gift cards or opened products (unless faulty).
Q: What if my order arrives damaged?
If your products are damaged or incorrect, please contact us at help@epoqueny.com with your order number and photos, and we will assist you with a replacement or refund.
Gift Cards & Promotions
Q: Do you sell gift cards?
Yes. Digital gift cards are available for purchase and valid for 3 years from the date of purchase.
Q: Can I use multiple promo codes on one order?
Promo codes cannot be combined with other offers, gift cards, or subscriptions unless otherwise stated.