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Frequently Asked Questions
  1. Do you have a catalog?
  2. Are your candles smokeless/dripless?
  3. I received two emails from you. Did you charge my card twice? Are you shipping me two orders?
  4. Where is my order?
  5. How does BridesVillage protect my credit card and personal information?
  6. Do you share my information with anyone?
  7. I don't see the question I'm looking for.
Most Common Reasons for Order Delays
  1. Incorrect zip code
  2. Address is incomplete and/or incorrect
  3. Declined credit cards/incorrect expiration date
  4. "Need by" date is falsified


1. Do you have a catalog?

We do not have a printed catalog. Our product lines change too frequently to print one. We do, however, have a blog and a newsletter to keep you informed about new product lines, specials, etc. You can subscribe to our newsletter directly from our homepage.

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2. Are your candles smokeless/dripless?

Yes! We won't carry any other kind. However, even smokeless and dripless candles will burn faster (thereby increasing the possibility of dripping or some smoke) when exposed to an air flow of any kind: air conditioning, fans, open windows, heating vents, etc. It is ALWAYS best to trim the wick to 1/4" or less and to have a holder beneath the candle "just in case." We have tested every candle we carry, including the tapers, and all burn well. If you want our "very best" recommendation, it would be our glowing unity candles. These candles have the highest melting point and frankly we think they're the most awesome candles ever; during test burning it took well over 12 hours to burn just one inch. However, the manufacturer does not make matching tapers, so we have posted the closest wax-matches on those pages.

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3. I received two emails from you. Did you charge my card twice? Are you shipping me two orders?

Check the "Subject" line of your emails. If the order number is the same in both, you do not have two orders. We always send a Confirmation email and then follow it with a Shipping Update (an email which shows you how long your order will take to ship, not including time in transit to your location). If, by chance, there was a glitch during the order process and you placed your order twice, please write to us at info@bridesvillage.com and we will cancel the duplicate order. Credit cards are run manually so most duplicate orders are caught and the customers contacted before we run a customer's credit card.

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4. Where is my order?

Please check your "Shipping Update" email, which you will have received shortly after your Confirmation. It will state the estimated time before your order will ship. If this amount of time has passed and you have not received an email with an order tracking number, please feel free to contact us at info@bridesvillage.com or by calling 814.734.1708.

Even though some items state "usually ships within 24 hours" or "usually ships within 2-3 days", we typically hold all products until we can ship the order complete (with today's fuel prices and shipping costs on the rise, this is an important factor in keeping our product costs down for our customers). For example, the order will be held until an item comes into stock, so your shipping update instead might read, "will ship in 5-7 days". During busy times, engraved items take a little longer to process and ship. Also, occasionally either we, or our suppliers, run out of stock of select items. If an item is out of stock more than two weeks we will contact you via email.

Estimated time to ship does NOT include delivery time once it leaves our facility.

More information can be found below in our list of Most Common Reasons for Order Delays.

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5. How does BridesVillage protect my credit card and personal information.

Your order information is absolutely secure. BridesVillage is a Yahoo! Store, and is secured by SSL Encryption. However, if you would prefer, you can call us at 814.734.1708 to place your order by phone; or you can mail an order.

Also, BridesVillage is a verified buySAFE merchant, which means every purchase includes comprehensive identify theft protection (covering all online and offline theft) for 30 days.

We also offer a $1,000 buySAFE purchase guarantee. This means all the terms of the sale, including product authenticity, will be honored or you get your money back.

We even feature a 30-day lowest price guarantee. If you purchase an item from BridesVillage, and the price of that item drops within 30 days of your purchase, we'll pay you the difference (up to $100 per transaction and up to $200 total per claimant).

Click here to learn more about our buySAFE guarantee and to get additional information about the program.

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6. Do you share my information with anyone?

Absolutely not. BridesVillage does not share or sell ANY customer information. We will only contact you if we have questions or information about your order.

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7. Additional Questions

If you do not see your question here, we invite you to browse our Customer Service and Shipping and Returns pages for further information.

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Most Common Reasons for Order Delays

1. Incorrect Zip Code

Every day we hold orders because the zip code does not match the city and state of the shipping address. Please make sure the zip code you complete is correct; many people inadvertently use a work zip code, or the zip code from an address they just moved from, etc.

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2. Address Is Incomplete and/or Incorrect

Orders are often delayed due to incorrect or incomplete shipping addresses. PLEASE be sure you enter your apartment or suite number, etc. and do NOT assume a neighbor or apartment manager will take your order for you. Whether a package is left at a door or with another person is COMPLETELY at UPS's discretion. If your order requires an address correction after it leaves our facility, we will pass on the charges from UPS to your order.

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3. Declined Credit Cards/Incorrect Expiration Date

If your credit card is declined, we will write to you within 24 hours; please check your email and your spam folders. Most often the expiration date is invalid. We believe this often happens when the expiration date is selected and the wheel on the mouse is used to move the page down (it scrolls the expiration date if you have not moved out of that field).

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4. "Need by" Date Is Falsified

Yes, it's true. Many people believe if they put down a date "sooner" it will speed up their order. In fact, it usually delays it. When the "need by" date is unachievable, we then pull the order aside and write and/or call the customer to offer shipping upgrade options. A huge percentage of customers then tell us they didn't really need it by then, and to just ship it via standard ground service. The delay could have been avoided if an accurate date had been provided.

By "unachievable" we are not referring to dates weeks or months off. For example, we might receive an order placed on a Friday night with a "need by" date listed as the following Friday. A week should be enough, right? Often, it is. However, remember that UPS does not pick up nor deliver on weekends (unless you have an upgrade for Saturday delivery). The order cannot be processed and shipped until Monday at the earliest. Even without engraving time or other delays, many orders will not reach their destination by Friday if the delivery location is in a distant state.

In these cases we must pull the order aside and a customer service rep calculates costs of various upgrades and rush fees (if engraving is needed), and then write and/or call the customer. We spend several hours each day on these special issues with a significant percentage not really needing to rush their shipment after all. Our time is lost, and most likely the order is delayed at least one day; often more if our emails are not responded to promptly. If you have questions regarding whether or not a specific deadline can be met, feel free to call us at 814.734.1708 and we will be happy to work through the options with you!

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