FAQs
ORDERS, RETURNS & EXCHANGES
What is Light And Bubble's return policy?
The Customer is required to check the condition of the packaging and the contents of the goods upon receipt of the package. Returns and complaints following delivery errors are to be claimed accompanied by a photo immediately by email to the address: fls@lightandbuble.com. It is with pleasure that we will be able to reimburse you or exchange the product in question (depending on the stock available). In case of deterioration of the package, you must make a complaint to the post office and only accept the package once this complaint has been made.
If your item is undamaged, we accept returns on *certain items up to 7 days following receipt. After this period, the delivery is considered accepted.
Returned items must be in their original unopened packaging. Return costs are the responsibility of the buyer.
*The following items cannot be returned or exchanged:
- promotional items
- cosmetics
- Mystery Boxes
- the surprise bags "Old Ghosts Surprise Bag"
- Candle of the Month Club
How can I track my order?
Delivery is made by Swiss Post against signature and with tracking number. The preparation time before sending is 3 to 5 working days. Once shipped you will receive a shipping notification by email with your tracking number which you can consult on the Swiss Post website. the delivery time for Switzerland is 2 to 4 working days.
How can I cancel my order?
As long as your order has not yet been shipped, you can cancel it. Email us at fls@lightandbubble.com and we'll be happy to process your cancellation. Except for Mystery Boxes, cancellations are accepted within 48 hours of ordering.
Does Light And Bubble have a store? / Can I pick up my order?
We currently do not have a physical store and we do not offer order pickup at our premises.
OUR PRODUCTS
Are Light And Bubble products vegan?
Yes! absolutely all our products are 100% Vegan & Cruelty free
I am pregnant and/or breastfeeding, can I use Light And Bubble products safely?
You can use all our products without danger except those containing essential oils. Each product sheet indicates if the product contains it. In case of doubt or health concerns, we strongly recommend that you consult your doctor before using the product.
My body butter has melted! What to do?
Do not panic! Place it in the refrigerator for a few hours then whisk it for a few minutes using a mini whisk. Sometimes the texture may change but this does not affect the properties and use of the body butter.
Is it normal that my soap/bath bomb/etc. change color?
Yes! Especially products containing natural dyes, herbs, flowers or vanilla. Vanilla can turn soaps and bath bombs brown over time. Natural dyes tend to fade over time. Vanilla and herbs can brown products. this does not affect the properties and use of the products.
My candle no longer lights! What to do?
It is imperative to follow the instructions on the back of each candle from the first use. If your candle goes out on its own or no longer lights up, it is highly likely that it has been misused. Cut the ashy part of the wick then relight the candle. If the problem persists, the wick may have drowned in the wax. This happens if the candle has not stayed lit long enough and causes "tunneling". Gently absorb the excess liquid wax with a paper towel then relight the candle.
My candle has changed color after use, is this normal?
Yes, wooden wicks can sometimes brown the natural wax after use. This does not affect the use of the spark plug.
Are the packaging used by Light And Bubble environmentally friendly?
We are passionate about sustainable business practices and have almost 100% biodegradable packaging.
- The shipping boxes are produced only with recycled cardboard and their manufacture is climate-neutral thanks to compensation for CO2 emissions, which are 100% climate-neutral.
- The packaging chips are corn-based and are 100% biodegradable. You can run them under water in your bath, or put them in your green compost bin.
- We package our soaps and bath bombs in plant-based, biodegradable sachets that break down into biomass.
- All our containers are made of recycled glass and aluminum.
MYSTERY BOX
I ordered a Mystery Box but haven't received anything yet.
The Mystery Boxes are pre-orders, therefore they are not shipped immediately after the order but according to our delivery schedule indicated on the product sheet.
I can't add other products in addition to the Mystery Box to my order... Why?
As this is a pre-order and not a simple order, for logistical reasons, it is not possible to combine other products in the same order. If you want to order other products in addition to the Mystery Box, you will have to place 2 orders separately.
I loved an exclusive Mystery Box product and wish I could order it... How do I do that?
The exclusives of our Mystery Boxes can sometimes return in small quantities in our "Ghosts of Seasons Past" range or end up in one of our "Old Ghosts Surprise Bag" surprise bags Subscribers to our newsletter are informed each week of the precise dates the return of old products and exclusives from old boxes. You can subscribe at the bottom of our online store.
I don't like one of the products received, can I return or exchange it?
No, Mystery Boxes are mystery boxes. All of its content is neither cancellable nor exchangeable.
When / how can I cancel my subscription?
You can cancel your subscription at any time by logging into your customer account or simply by contacting us by email.
Can I cancel my order?
Cancellations are accepted within 48 hours of placing the order. After this period, the order is final. The subscription can be canceled at any time.
CANDLE OF THE MONTH CLUB
Can I order one of these candles without going through a subscription?
You must be a subscriber to receive these candles exclusively. Thereafter, it is possible that they come back depending on demand, in small quantities in our "Ghosts of Seasons Past" range or that they end up in one of our "Old Ghosts Surprise Bag" surprise bags . subscribers to our newsletter are informed each week of the precise dates of the return of old products and exclusives from old boxes. You can subscribe at the bottom of our online store.
How can I know the scent of the candle of the month before placing my order?
The theme and flavor of each month is a mystery however clues and exclusive previews can be posted on our Instagram page.
I don't like the scent. Can I return it or exchange it for another candle of my choice?
Unfortunately no. due to the nature of the subscription, it is not possible to return them. If you receive one that you don't like, it will make a great gift for someone else!
When / how can I cancel my subscription?
You can cancel your subscription at any time by logging into your customer account or simply by contacting us by email.
Can I cancel my order?
Unfortunately no, each order is final (once the order has been invoiced, it cannot be cancelled). the subscription can be canceled at any time.