FAQs

What currency are the prices do I see in the site?

All prices are in USD.

I just placed an order, when will it ship?

Please allow 24-48 hours production time for your order to ship out, average shipping times are 7-10 business days excluding holidays.
Tracking numbers will be updated 3-5 business days after your order has been SHIPPED. If you don't have a tracking number after 5 business days, please email us at contact@keysco.info.

I am not in love with my order, can it be returned? What if there is an issue?

We offer a 100 % money-back guarantee if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include all a name and order number on the returned parcels.
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Can I cancel my order?

You can cancel your order within 48 hours of placing it, with no penalty.
If the order has already been processed or shipped, please use our return system to request a refund.

I have entered an incorrect address what do I do now?

If you have miss-spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong kindly notify us via email at contact@keysco.info. If the given address is wrong, we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

How long does shipping take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 7-10 business days. Longer times if shipped from other than the US.

I have a question that wasn't answered, can you please help?

Absolutely! Please send us an email to contact@keysco.info and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response, please attach your order number and address the problem clearly, thanks.

Vessel / Candle Batch Notice 

We are currently conducting a precautionary vessel review involving a specific production batch of Key’s Collection candles identified through our supplier quality process.

This review applies to a limited recent production run from mid-March onward. Candles purchased prior to mid-March are not expected to be affected.

Out of an abundance of caution, please discontinue use of any candle you believe may be included.

If you are unsure, please complete the Vessel Review Form below so we can confirm and assist you directly.

Each submission will be reviewed individually, with resolutions including replacement, store credit, or refund depending on the situation.

In select cases, we may request the candle be returned for evaluation. If required, a prepaid label will be provided.

We are actively working with our suppliers to resolve this and transition into improved vessels.

Thank you for your patience and continued support.

Vessel Review Form