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Frequently asked questions

Orders & Shipping

Where do you ship?: We ship throughout mainland US only (excluding Puerto Rico, Guam, Hawaii, Alaska, Greenland, Virgin Islands, PO Boxes and APO/FPO/DPO addresses). All orders ship from our East Coast facility via DHL, UPS, USPS or FedEx.
How long will my order take?: Shipping normally takes 5–10 business days depending on your region. During peak season this may increase to 10–15 business days.
What are your shipping costs?: Shipping is calculated at checkout based on your destination and order size.

What if I don't love a product?: Every order is covered by our 30-day satisfaction guarantee. If you are not satisfied within 30 days of delivery, email hello@livepalma.com with your order number and we will refund the product to your original payment method.
Can I return a product?: We do not offer returns, but every order is covered by our 30-day satisfaction guarantee above. If there was any damage or issue with your product, we may provide a refund, see below.
My order arrived damaged, defective or incorrect, what do I do?: Please inspect your order upon reception and contact us immediately at hello@livepalma.com if the item is defective, damaged or if you received the wrong item, so we can evaluate the issue and make it right. Please include photos of the product showing the defect or damage.
How do refunds work?: We will notify you whether the refund was approved based on the information provided in your email. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

What scents are available?: The Exfoliating Hand & Body Wash comes in Bergamot Neroli and Summer Rose, both unisex. The Hydrating Hand Sanitizing Serum is available in Neroli. The Hand-Made Candles come in Indian Sandalwood and Sweet Neroli.
Are your products plant-based?: Yes. Our wash and serum are formulated with plant-based ingredients, and our candles use a cocosoy wax blend that is vegan and free of paraffin and palm oil. The wash fragrance is upcycled, made from 90%+ natural origins, vegan, and includes Fair Trade ingredients.
Is the hand sanitizing serum effective?: Yes. It is formulated with 70% alcohol, is 99% effective at killing germs, and is FDA registered.
Where can I buy Palma de Salus?: Right here on palmadesalus.com, and in store at Erewhon.

How do I get the best burn from my candle?: On the first burn, let the wax pool reach the edges (2–4 hours) to prevent tunnelling. Trim the wick to 5mm before each burn and never burn for more than 4 hours at a time.
What's in your candles?: Our candles are hand-poured in small batches with a cocosoy wax blend and cotton wicks, set into hand-made ceramic vessels. No paraffin, no palm oil.

Still have a question? Email us at hello@livepalma.com.