Product
Are your products cruelty-free?
Yes, all products are cruelty free. No animals are harmed. We also require that all of our contract manufacturers confirm that they do not test on animals.
Are your products sustainably packaged?
We take sustainability and our environment very seriously and we are always working to reduce waste as much as possible. We do our best to use sustainable materials in everything we do from our ingredients to packaging. If you have any suggestions on how we can better our practices or have any questions or concerns, please reach out. We’d love to hear from you.
How should i store my fragrance?
It is recommended to keep fragrances away from direct heat or light and avoid subjecting them to drastic changes in temperature to maintain its longevity.
Where should i apply my fragrance?
We recommend applying your perfume on pulse points (neck, wrists, behind ears etc) or simply spritz in the air and walk through so that the scent can envelop you.
How can I maximize my burn hours for your candle?
On the initial lighting, not all our candles require trimming; if the wick seems overly long, trim only half its length, aiming for a moderately sized flame during the first burn lasting approximately 3-5 hours; be vigilant while lighting, and always position your candle on a heat-resistant surface.
When do I trim the wick on my candle?
Once the initial burn is complete, ensuring the entire surface of the wax has melted uniformly and solidified, for subsequent lightings and all future uses, we advise using a Wick Trimmer to trim the wick down to 1/4", but not shorter.
How can i find out more information on the product?
Please email our customer support team at support@murillotwinsfragrance.com and they will be happy to answer any questions!
Orders
My Item(s) arrived damaged, what should I do?
ShipInsure is a premium package protection provider for Murillo Twins Fragrance. When you add ShipInsure to your order, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, the ShipInsure team will review it, and they will get back to you within 24 hours. If you have purchased ShipInsure Protection you will receive a confirmation email from them. You can also proceed to file a claim here or email us at support@murillotwinsfragrance.com.
Refund/replacement requests for damaged orders must be made within 15 days of the delivery date. Requests after this point will be denied.
If your package is not protected with ShipInsure, Murillo Twins Fragrance is unable to accept any liability for damage to your order.
Help, my order is missing/lost?!
ShipInsure is a premium package protection provider for Murillo Twins Fragrance. When you add ShipInsure to your order, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, the ShipInsure team will review it, and they will get back to you within 24 hours. If you have purchased ShipInsure Protection you will receive a confirmation email from them. You can also proceed to file a claim here or email us at support@murillotwinsfragrance.com.
Refund/replacement requests for damaged orders must be made within 15 days of the delivery date. Requests after this point will be denied.
If your package is not protected with ShipInsure, Murillo Twins Fragrance is unable to accept any liability for damage to your order.
How do I file a claim with ShipInsure if my order is lost, stolen or damaged?
If ShipInsure covers your order you should receive an email from us post-purchase. The email will contain your ShipInsure ID# (starting with SI). Simply go to our claims website here and provide your Email, ShipInsure ID#, Claim reason, and your Preferred resolution. And the ShipInsure team will review your claim and get back to you within 24 hours.
Can I change or cancel my order?
Please contact us at support@murillotwinsfragrance.com as soon as possible. Unfortunately, update and cancellation requests cannot always be accommodated. After a certain stage of order processing, orders can no longer be modified, but we will try our best to assist.
How can I check the status of my order?
Once your order has been placed and processed, you will receive a confirmation email that will include an order tracking link. If you created an account, you can log into your Murillo Twins Fragrance account to see your order status and history.
Can I change my shipping address after I've placed an order?
Please contact us at support@murillotwinsfragrance.com as soon as possible. Due to our fulfillment and ordering process, we can’t promise that updates can be made to your order, but we will do our best to process your request.
Returns
What is your return policy?
Due to the nature of the product all sales are FINAL and are not eligible for returns or exchange.
Refund/replacement requests for damaged orders must be made within 15 days of the delivery date. Requests after this point will be denied.
If your package is not protected with ShipInsure, Murillo Twins Fragrance is unable to accept any liability for damage to your order.
Shipping
Where does Murillo Twins Fragrance ship?
At this time, we only ship within the United States, including Alaska and Hawaii. Rest assured, worldwide shipping will be available soon! Please sign-up for our email newsletter to be the first to know when Murillo Twins Fragrance is available in your country.
How much does shipping cost?
You will be notified of your shipping costs when you get to the online checkout when placing your order. After the shipping address has been entered, the shipping cost will display on the checkout page.
When will my order ship?
Processing normally takes 3 to 5 business days (and orders placed after 1:00 pm EST are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships.
Please note that during the launch period, shipping times may be longer due to high demand. Approx 1-2 weeks.
Billing
When will my credit card be charged?
Your credit card will be charged as soon as the order has been processed. That is to say, expect a charge within 3 to 5 business days.
Can I change my billing address after I've placed an order?
Unfortunately, we cannot change your billing address after the order has been processed. Rest assured, your order will still arrive at your door.
General
How do I learn about news/updates?
Please make sure to sign-up on our website at www.murillotwinsfragrance.com for updates.
Where should I direct press inquiries?
For all press inquiries please email us at support@murillotwinsfragrance.com.
Can I purchase wholesale or bulk orders?
For wholesale or bulk orders, please email us at support@murillotwinsfragrance.com.