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    FAQs

    Shipping & Returns

    Orders take 5-7 days to process and ship.

    Customers outside the US or with non-contiguous US addresses (APO/FPO, Guam, Hawaii) may also take longer to deliver.

    We are unable to cancel orders at this time. If you would like to return or exchange a product, please read our complete Refund Policy here.

    Be sure to create an account to easily check the status of your order. Only customers with a Hotel Collection account can check the status of their orders.

    After an order has been completed, you will receive a confirmation email from us. You will receive email updates when your order is processed and shipped.

    Yes, once your package is shipped, you will receive an email including your tracking number.

    Click the hyperlinked tracking number to easily track your package or copy & paste it into any search engine and it will direct you to a tracking page.

    Didn't get a tracking number?

    Please email us with your order number and someone will get back to you.

    We ship worldwide. Receive free shipping in the U.S on orders over $250. Shipping rates may vary per location. We are not able to ship to P.O. Boxes at this time.

    Read our complete Shipping Policy here.

    Due to the nature of our products, used candles, reed diffusers, fragrance oils, and room sprays cannot be returned or refunded.

    If you are not satisfied with your purchase, you can return your item(s) within 30 days of delivery. Sale items are final sale. Only items that have been purchased directly from Hotel Collection can be returned to Hotel Collection.

    Read our complete Returns Policy here.

    Hotel Collection is proudly made in the U.S.

    All orders are shipped out of our Miami, Florida warehouse and distribution center, using both FedEx and UPS. 

    If you believe there was an error in your order, please email us. Be sure to provide us with your product order number and an image of the incorrect product.

    General Questions

    Subscribe and save 10% off monthly deliveries. Free shipping on orders $250+. Get $100 off Diffusers when purchased with any fragrance oil subscription.

    All you have to do is create an account with Hotel Collection, connect an email address, and login to review purchase history, manage subscriptions, swap or add products, pause deliveries, and more. Or simply click the "Subscribe & Save" button while adding items to your cart to be automatically subscribed.

    Login access here.

    We send you email and SMS notifications, where you can easily manage your subscription. Subscriptions are delivered every 30 days. Allow 2 days for processing and 5-7 business days for standard delivery after every billing cycle.

    All transactions are secure and encrypted. We accept payments from ShopPay, AmazonPay, PayPal, GooglePay, Apple Pay, and all Debit/Credit Cards like Visa, Discover, Amex, and Mastercard.

    Yes, we offer pay-by-installments via ShopPay, which allows for you to pay in full or in 4 interest-free installments for orders between $50-$3,000. Absolutely no hidden fees.

    To apply to our affiliate or influencer program, please email our Influencer and Affiliate Relations Management Team.

    We welcome you to apply to our wholesale program. For inquiries, please email us.

    You can find Hotel Collection in major retailers like Amazon, Wayfair, Walmart, Faire, Touch of Modern, and Gilt.

    Our customer service team is happy to assist you. Please email us and be sure to include your product order number.

    Product Information

    What is a Hotel Collection Candle's initial burn time?

    Classic 11oz - 3 hours

    Gatsby 14oz - 4 hours 

    Deluxe 55oz - 6 hours 

    When you first light a brand new candle, it is best to follow proper burning instructions as to optimize the quality and evenness of the burn and lengthen the total burn time. Please follow instructions when you first purchase Hotel Collection candles.

    How long does each Hotel Collection Candle last? 

    Candle burn time depends on the size of the candle.

    Classic 11oz - 70 hours

    Gatsby 14oz - 90 hours

    Deluxe 55oz - 300 hours

    What are Hotel Collection Candles made from? 

    All our candles are curated using a soy-blend wax and are 100% non-toxic, vegan, and cruelty-free. Each candle is hand-poured in our Miami warehouse with the finest oil concentrations and 100% lead-free cotton wicks. Read more.

    How do I clean up candle wax?

    Don't cry over spilled candles! We compiled an easy clean up guide: How to Clean Candle Wax Off Anything

    Why do I need a Wick Trimmer?

    Wick trimmers are used to create a more even burn in candles. Trim your wick to ¼ inch before use. This helps to control how much wax melts, limits soot, and significantly prolongs the life of the candle.

    Read more about proper candle care here.

    Learn more about each Hotel Collection Oil Diffuser: 

    - Which Diffuser is Right for Your Home

    - Scent Diffusers

    - Hourglass Diffusers

    - Reed Diffusers

    What is Cold Air Diffusion?

    The Scent Diffuser, Penthouse Diffuser, and Villa Diffuser each use cold air diffusion, which ensures consistent and subtle scenting without any highs or lows. This type of advanced atomization technology is residue free and safe for pets, children, artwork and furniture.

    Cold air diffusion is the latest technology in the scenting industry. It works by using high amounts of cold filtered air combined with air pressure to diffuse oils into a dry mist of nanoparticles. Using no heat or water, this scenting technique preserves the therapeutic properties of our fragrance oils without altering their smell.

    What other features do Hotel Collection Diffusers have?

    All Hotel Collection Scent Diffusers offer customizable fragrance intensity and automatically turn off when the timer is up or oil runs out.

    Our two larger models, the Penthouse Scent Diffuser and Villa Scent Diffuse, boast a built-in fan for consistent coverage, security lock for the fragrance compartment, and programmable weekly timer that allows up to four unique operating periods. They can be wall-mounted or used as stand-alone diffusers.

    What is HVAC Scenting?

    The Villa Scent Diffuser can be connected to your home’s Heating, Ventilation, and Air Conditioning (HVAC) system, which controls the humidity, temperature, and purity of the air. Without the use of heat or water, our cold-air diffusion technology releases a dry fragrance mist into the HVAC ducts.

    Connecting the Villa Scent Diffuser to your HVAC system will ensure consistent and even distribution of scent throughout your space. This ultra-quiet approach to scenting is easy to use, with little to no maintenance, making it the perfection option for your home.

    Learn more about HVAC-Scenting

    How do I set up my diffuser?

    Please follow our complete instructions to set up your Hotel Collection Diffuser.

    You can find instructional videos for each diffuser on our Youtube account:

    - Scent Diffuser

    - Penthouse Diffuser

    - Villa Diffuser

    Complete instructions below:

    - Hourglass Diffuser

    - Scent Diffuser

    What is a Hotel Collection Fragrance Oil?

    Hotel Collection Fragrance Oils are a blend of therapeutic-grade essential oils and perfume-quality fragrance oils, designed to mimic the notes of your favorite hotel scents. They are designed to maintain all the therapeutic benefits of essential oils and provide maximum versatility and control of the scenting environment. 

    Are Hotel Collection Fragrance Oils safe?

    All Hotel Collection oils are hypoallergenic, IFRA compliant and meet the highest safety standards in the industry. Our ingredients are of the highest quality and are cruelty-free; vegan; and safe for pets, children, artwork and furniture.

    What about sensitivities to fragrances?

    Hotel Collections oils are IFRA compliant meaning they are of the highest standards in the industry. Our oils are made from the finest plant-derived essences and pure essential oils and have anti-bacterial, antiviral, and antifungal properties. Our oils are safe to use around people, pets, or plants and are free of carcinogens.

    How long will the oils last?

    When used at the recommended settings of 4-8 hours/day an oil bottle will last approximately one month in a Hotel Collection Diffuser. The exact length of time will depend on the usage and fragrance concentration.

    50mL | Scent Diffuser

    120mL | Penthouse Scent Diffuser

    500mL | Villa Scent Diffuser

    Where should I store oils?

    Never store fragrance oils in direct sunlight. Heat and light can deteriorate their quality and cause oil to evaporate. We encourage you to properly store oils in a dry, cool place.

    These oils smell so great; can I use them on my skin?

    Since our oils contain pure essential oils and plant essences, do not apply these oils topically as they are in pure, undiluted form. If you get oil on your hands, wash the area with soap and water.

    Do Hotel Collection Fragrance Oils have health benefits?

    Some fragrances can be aromatherapeutic and have both physical and mental health benefits, which you can read more about here.  

    I spilled oil, how do I clean it?

    If oil is spilled, thoroughly clean the area (including the unit) with rubbing alcohol. Please remember that these are undiluted essential oils and should therefore be treated with care.

    How to Get Oil Off Clothes & Fabrics

    How long do Reed Diffusers last?

    Reed Diffusers last approximately 3-4 months.

    100mL | Reed Diffusers

    Where should I place Reed Diffusers?

    Never display Reed Diffusers in direct sunlight. Heat and light can deteriorate their quality and cause oil to evaporate, causing you to run out of your favorite fragrance quicker.

    Be sure to keep your reed diffuser out of reach of children or pets, and place it on a coaster or tray to catch any oil drips, preventing it from staining counters or other delicate surfaces.

    How do I set up my Hotel Collection Reed Diffuser?

    When first using your Reed Diffuser, dip the reed sticks in to absorb the oil. Then flip them over so that the saturated ends are in the air, allowing for the fragrance to start filtering.

    Flip your reeds when you desire more scent. Be cautious when flipping them, doing it over a paper towel to save your surfaces from drips.

    How do Reed Diffusers scent a space?

    Reed diffusers disperse scent as fragrance oil is absorbed by the reeds, moving to the top where it is evaporated into the air. When placed in high traffic areas, the scent is able to circulate around a space.

    Avoid placing it drafty areas; like near vents, fans, windows, doors that lead to outside, radiators, and air conditioning units; to prevent the oil from dissipating quickly.

    How do I use a Room Spray?

    Spray 3-5 times in one area. Keep the nozzle approximately 1-2 feet away from the intended surface. If you use too much, ventilate the space with a fan or window to air out the aroma. 

    Where do Room Sprays work best?

    Room Sprays offer a quick spritz to freshen up linens and fabrics, including but not limited to bedding, closest, rugs, carpets, couches, curtains, and clothes.

    How to clean up Room Spray? 

    The bottle is made of thick glass. If broken, properly sweep up any shattered glass. Blot up the liquid using a cloth or paper towel. To remove residue, use rubbing alcohol. For delicate surfaces, like marble and wood, use the proper cleaning supplies to prevent damaging surfaces.

    How to Get Oil Off Clothes & Fabrics

    Why did Hotel Collection decide to venture into the wine world?

    Great question. We are passionate about providing our customers with the 5-star Hotel experience in their home. Whether it be coming home to a relaxing glass of wine or lighting a candle that smells heavenly, our goal is to bring the elegance of a high-end hotel stay to your home across all lifestyle categories. 

    Where is Hotel Collection Wine produced?

    Our Wine Collection is grown, harvested, and bottled by artisan winemakers at one of the region’s oldest wineries and vineyards. The terroir nuances in each bottle are developed across the 4-acre vineyards in the appellations of Navarra and Rioja, Spain. 

    What Wines does Hotel Collection have?

    We recently released four varietals to choose from.

    - Chardonnay 10

    - Red Blend 19

    - Reserva 56

    - Rosé 29

    What are the Hotel Collection’s criteria for selecting wines?

    We sourced the highest quality wine from the region and hand-selected the finest grape varietals for each of our wines.

    Our team went through blind taste tests and hired a renowned sommelier as our consultant to choose the best Rosé, Chardonnay, and two versions of Red to provide our customers with a curated assortment their house guests will swoon over. After all, nothing pairs better with a candle than a glass of quality wine.

    Learn more: How Our Wine Grapes Grow

    How can I get a monthly Hotel Collection wine subscription?

    On each wine product page, simply click the "Subscribe & Save" button to receive 10% off and get wine delivered to your door monthly.

    Is an adult signature required at delivery for wine?

    A government-issued ID card will be checked and scanned at the time of delivery. An adult 21 years of age or older is required to be present with their ID upon delivery of any alcohol purchase. For this reason, we recommend shipping to a work address or an address where someone will be available to sign.

    Will Hotel Collection Wines be available at big name retailers? 

    We are always looking to partner with like-minded retailers who share our vision. We will always share our partnership launches across our social media platforms.

    Can I return or exchange my wine order?
    Customers may not return or exchange any wine product once it has been shipped.