Frequently Asked Questions
Find answers to common questions about Primosa candles, ordering, shipping, and more. Can't find what you're looking for? Contact us directly.
General Questions
What is Primosa?
Primosa is a premium handmade company specializing in custom gifting, candles, aesthetic products, and natural soap. We create high-quality handcrafted items including soy wax candles, luxury gift collections, DIY kits, and premium natural soap products.
Where is Primosa located?
Primosa is located in Indore, Madhya Pradesh, India. Our address is 401-B, Ojas Valley, Chawani Main Road, Indore, Pin: 452001.
What makes Primosa products special?
Our products are made with premium natural materials and handcrafted with attention to detail. Our candles use soy wax and natural cotton wicks, our soap products use gentle natural ingredients, and all items are designed for quality, safety, and beautiful aesthetics. We also offer custom designs and personalized options.
Do you offer custom designs?
Yes! We specialize in custom designs for candles, gifts, aesthetic products, and natural soap. You can request personalized items for special occasions, corporate gifts, weddings, or any other event. Contact us with your requirements and we'll create something unique for you.
Products & Materials
What materials do you use?
We use premium natural materials including soy wax, natural cotton wicks, high-quality essential oils for candles, and natural ingredients for our soap products. All materials are carefully selected for quality and safety.
Are your products safe to use?
Yes, our products are completely safe. Our candles use natural soy wax and cotton wicks, burning cleanly without harmful toxins. Our natural soap products are made with gentle, skin-friendly ingredients. Always follow proper usage guidelines.
How long do Primosa candles burn?
Burn time varies by candle size and type. Our standard candles typically burn for 20-40 hours depending on the size. Larger candles and those with multiple wicks will have longer burn times. Each product listing includes specific burn time information.
Do you offer unscented candles?
Yes, we offer unscented candles for customers who prefer fragrance-free options or have sensitivities. You can request unscented versions of most of our candle designs.
What fragrances do you offer?
We offer a wide variety of fragrances including floral, fruity, woody, fresh, and seasonal scents. Some popular options include lavender, vanilla, sandalwood, citrus, and seasonal fragrances. Contact us for our complete fragrance list.
Ordering & Customization
How do I place a custom order?
To place a custom order, contact us via email (primosa1109@gmail.com) or phone (+91 9260960454 / +91 9691818104 / +91 9264984739). Provide details about your requirements including design, size, fragrance, quantity, and timeline. We'll provide a quote and timeline for your custom order.
What is the minimum order quantity for custom candles?
Minimum order quantities vary depending on the complexity of the design and customization. For simple customizations, we can accommodate smaller quantities. Contact us with your specific requirements for accurate minimum order information.
How long does it take to fulfill custom orders?
Custom order fulfillment typically takes 7-14 business days depending on the complexity and quantity. Rush orders may be accommodated with additional charges. We'll provide an accurate timeline when you place your order.
Can I see samples before placing a large order?
Yes, we can provide samples for large orders. Sample charges may apply, but they're often credited toward your final order. Contact us to discuss sample options for your specific requirements.
Shipping & Delivery
Do you ship nationwide?
Yes, we ship our products nationwide across India. We use reliable courier services to ensure your items arrive safely and in perfect condition.
What are your shipping charges?
We offer free shipping on orders above ₹6,000 across India. For orders below ₹6,000, delivery charges apply with a maximum cap of ₹300. The exact shipping cost is calculated at checkout based on your location and package weight.
How long does shipping take?
Standard shipping typically takes 3-7 business days within India, depending on your location. Express shipping options are available for faster delivery. We'll provide tracking information once your order ships.
How are products packaged for shipping?
Our products are carefully packaged in protective materials to prevent damage during transit. We use sturdy boxes with proper cushioning to ensure your items arrive in perfect condition.
Do you offer international shipping?
Currently, we primarily serve customers within India. For international shipping inquiries, please contact us directly and we'll assess the feasibility based on your location and requirements.
Returns & Refunds
What is your return policy?
We offer refunds within 1 day of purchase. Items must be unused and in original packaging. For returns, you must provide a parcel opening video as per our policy. No replacements are provided - only refunds are available.
Why do I need to provide a parcel opening video?
The parcel opening video is required to verify the condition of products upon delivery. This helps us process refund requests efficiently and ensures transparency in our return process. Videos must show the unopened parcel, complete opening process, and product condition.
How long does the refund process take?
Once your return is approved and we receive the returned item, refunds are processed within 7 business days. The refund will be credited to your original payment method.
Who pays for return shipping?
For orders below ₹6,000, customers bear the return shipping charges (maximum ₹300) which are deducted from the refund amount. For orders above ₹6,000, we cover the return shipping costs.
What if my product arrives damaged?
If your product arrives damaged, contact us immediately within 7 days of delivery. Provide photos of the damage and the required parcel opening video. We'll process a full refund once the damage is verified.
Product Care & Usage
How should I care for my Primosa candle?
For best results: trim the wick to 1/4 inch before each use, burn for 2-4 hours at a time, allow wax to melt to the edges, and never leave burning candles unattended. Store candles in a cool, dry place away from direct sunlight.
Why is my candle tunneling?
Tunneling occurs when the candle doesn't burn evenly. This usually happens if the candle isn't burned long enough during the first use. Always allow the wax to melt to the edges on the first burn to prevent tunneling.
Can I reuse the candle container?
Yes! Our candle containers are designed to be reusable. Once the candle is finished, clean out any remaining wax and use the container for storage, planters, or other decorative purposes.
How do I remove wax from surfaces?
For wax spills, let the wax harden completely, then gently scrape it off with a plastic scraper. Use a hair dryer on low heat to soften stubborn wax. Never use hot water on wax spills as it can spread the wax further.
Business & Wholesale
Do you offer wholesale pricing?
Yes, we offer wholesale pricing for bulk orders and business customers. Contact us with your requirements and we'll provide competitive wholesale rates.
Do you supply candles to retail stores?
Yes, we supply candles to retail stores, boutiques, and other businesses. We can provide custom packaging and branding options for retail partners.
What are your business hours?
Our business hours are Monday through Sunday, 7:30 AM to 10:00 PM. We operate 7 days a week to serve our customers.
How can I become a Primosa retailer?
Contact us via email or phone to discuss becoming a Primosa retailer. We'll provide information about our wholesale program, minimum order requirements, and partnership benefits.