Terms of service

Hollow & Flame — Terms of Service

Last Updated: October 14, 2026

Overview

Welcome to Hollow & Flame!

The terms “we,” “us,” and “our” refer to Hollow & Flame. Hollow & Flame operates this store and website, including all related information, content, features, tools, products, and services (collectively, the “Services”), to provide our customers with a thoughtfully curated shopping experience.

Our store is powered by Shopify, which provides the ecommerce platform that enables us to offer our products and Services.

These Terms of Service, together with any policies referenced herein, describe your rights and responsibilities when using our website and purchasing our products.

Please read these Terms carefully. By accessing or using our Services, you agree to these Terms of Service and acknowledge our Privacy Policy.

Nothing in these Terms limits any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

1. Access and Accounts

By using our Services, you represent that you are at least the age of majority in your state or jurisdiction of residence, or that you have the consent of a parent or legal guardian where required.

You may be asked to provide information such as your name, email address, billing information, payment details, and shipping address.

You agree that all information provided is accurate, current, and complete.

If you create an account, you are responsible for maintaining the confidentiality of your login credentials and for activity conducted through your account.

We reserve the right to restrict or terminate access to accounts used fraudulently or in violation of these Terms, subject to applicable law.

2. Our Products

Hollow & Flame creates handcrafted candles inspired by nostalgia, meaningful rituals, forgotten places, and the memories that linger.

We make reasonable efforts to accurately describe our products, including their fragrances, appearance, sizes, and other characteristics.

However, colors and product appearances may vary depending on screen settings and individual production batches.

We reserve the right to modify product descriptions, discontinue products, and limit available quantities at our discretion.

Handcrafted Variations

Our candles are hand-poured in small batches. Minor variations in wax appearance, color, surface texture, or finish may naturally occur.

These characteristics do not necessarily indicate a defect.

Fragrance Experience

Fragrance preferences and perceptions vary from person to person. Individual scent experiences may differ depending on room size, ventilation, environmental conditions, and personal sensitivity.

We encourage customers to review fragrance descriptions carefully before purchasing.

Our Return & Refund Policy explains when returns, replacements, or refunds may be available.

Candle Safety

For your safety and the safety of others, always follow the instructions and warnings provided with your candle.

• Never leave a burning candle unattended.
• Keep burning candles away from children and pets.
• Keep candles away from curtains, paper, decorations, and other flammable materials.
• Place candles on a stable, heat-resistant surface.
• Keep candles away from drafts and air vents.
• Follow the recommended burn times and wick-trimming instructions on the product.
• Never move a candle while the wax is hot or liquid.
• Discontinue burning when approximately ½ inch of wax remains, or as otherwise directed on the candle’s safety label.

Failure to follow candle safety instructions can create fire, burn, or property damage hazards.

Nothing in this section excludes liability or limits consumer rights where doing so is prohibited by law.

3. Orders and Purchases

When you place an order through Hollow & Flame, you are submitting an offer to purchase the selected products.

Orders are subject to availability, payment authorization, and acceptance.

We reserve the right to decline or cancel orders for legitimate reasons, including suspected fraud, inventory errors, incorrect pricing, or circumstances preventing fulfillment, subject to applicable law.

If we cancel an order after payment has been collected, we will provide any refund required by law.

Please review your order carefully before completing checkout.

Once an order enters fulfillment, cancellation requests may not be accommodated.

All purchases are subject to our published Return & Refund Policy and applicable consumer protection laws.

4. Pricing and Billing

All prices are displayed in U.S. dollars unless otherwise stated.

Prices, promotions, and product availability may change without prior notice.

The price charged will be the price displayed at checkout when the order is placed, subject to correction of errors and applicable law.

Shipping charges and applicable taxes will be displayed during checkout.

You agree to provide accurate and complete payment information and confirm that you are authorized to use the payment method selected.

We use third-party payment processors to securely process transactions.

Hollow & Flame does not guarantee the availability of any particular payment method.

5. Shipping and Delivery

Hollow & Flame currently ships throughout the United States.

We also offer complimentary local delivery to eligible addresses within a 6-mile radius of our designated delivery origin in the Dayton, Ohio area.

Order Processing

In-Stock Candles

In-stock orders are generally processed and prepared for fulfillment within 3–5 business days.

Made-to-Order Candles

Made-to-order candles may require up to 15 business days, approximately three weeks, for production, curing, inspection, labeling, and packaging.

Business days exclude weekends and major U.S. holidays.

Orders containing both in-stock and made-to-order products will generally be fulfilled together once all items are ready.

Shipping Rates

• Standard U.S. shipping: $8.00
• Free standard U.S. shipping: Orders of $100 or more
• Complimentary local delivery: Eligible addresses within a 6-mile radius, subject to availability

The delivery options and charges shown at checkout govern the order.

Transit and Delivery

Standard shipping transit is generally estimated at 3–5 business days after shipment.

Processing and transit times are separate.

Local deliveries are subject to scheduling and availability after order preparation.

Delivery estimates are not guaranteed. Delays may occur because of weather, carrier disruptions, holidays, supply shortages, or other circumstances outside our reasonable control.

We will assist customers with lost, delayed, damaged, or incorrectly delivered orders in accordance with our Shipping Policy, Return & Refund Policy, and applicable law.

Nothing in these Terms transfers responsibility for a lost or damaged shipment in a manner prohibited by law.

Please refer to our Shipping Policy for complete details.

6. Returns, Refunds, and Cancellations

Due to the handcrafted nature of our candles, all sales are final except for damaged, defective, or incorrect items and circumstances where applicable law requires a return, refund, or other remedy.

We do not generally accept returns or exchanges for changes of mind, personal fragrance preferences, or candles that have been used or burned.

Customers are encouraged to contact us within seven days of delivery to report damaged, defective, or incorrect products.

This reporting period is intended to help us investigate and resolve issues promptly and does not restrict any non-waivable legal rights.

Approved refunds will generally be issued to the original payment method.

Please review our complete Return & Refund Policy for further information.

7. Intellectual Property

All original content created for Hollow & Flame, including our branding, logos, candle collection names, product descriptions, original photography, artwork, written stories, designs, and website content, is owned by Hollow & Flame or used with permission from its respective rights holders.

Such content may be protected by applicable copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, commercially exploit, or otherwise use protected content without authorization, except as permitted by law.

Hollow & Flame’s branding and the phrase “Light what lingers.” may not be used in a manner that falsely suggests endorsement or affiliation.

References to trademarks and ownership do not constitute a representation that any particular mark has been federally registered.

All third-party trademarks remain the property of their respective owners.

8. Optional Third-Party Tools

Our website may provide access to features or tools operated by third parties.

These services may be subject to separate terms, conditions, and privacy policies.

We do not control all aspects of third-party services and are not responsible for their independent operations to the extent permitted by law.

Customers should review applicable third-party terms before using such services.

9. Third-Party Links

Our website may contain links to external websites, social media platforms, or other third-party resources.

These websites are not necessarily operated or controlled by Hollow & Flame.

We are not responsible for their content, accuracy, security, or privacy practices.

Accessing third-party websites is at your discretion.

10. Relationship with Shopify

Hollow & Flame uses Shopify to operate its online storefront and facilitate ecommerce transactions.

Purchases made through our store are transactions between the customer and Hollow & Flame, not purchases from Shopify.

Shopify provides the underlying ecommerce platform and related technology.

Shopify’s responsibilities and the processing of information through its services are governed by its applicable terms and privacy practices.

Nothing in this section excludes any liability or legal rights that cannot lawfully be excluded.

11. Privacy

We respect the importance of protecting customer information.

Our Privacy Policy explains how personal information may be collected, used, processed, stored, and shared when customers browse our website, create accounts, or place orders.

Because our store operates through Shopify, certain information may also be processed by Shopify and authorized service providers.

Please review our published Privacy Policy for additional information.

12. Customer Feedback and Reviews

We welcome customer feedback, reviews, and suggestions.

By voluntarily submitting content for publication on our website or associated business platforms, you grant Hollow & Flame a non-exclusive, worldwide, royalty-free license to reproduce, display, and use that content for operating and promoting our business, subject to applicable law.

You confirm that you have the necessary rights to submit the content and that it does not infringe the rights of others.

We reserve the right to moderate or remove unlawful, fraudulent, abusive, or otherwise inappropriate content, subject to applicable law.

We do not guarantee that all customer feedback will be published.

13. Errors and Inaccuracies

Occasionally, information on our website may contain typographical errors, incorrect prices, inaccurate product descriptions, or outdated availability information.

We reserve the right to correct inaccuracies and update information.

If an error materially affects an order, we may contact the customer to explain available options, including cancellation and an appropriate refund.

Any corrections or cancellations will be handled in accordance with applicable law.

14. Prohibited Uses

Customers may not use our website or Services for unlawful, fraudulent, abusive, or malicious purposes.

Prohibited conduct includes:

• Attempting unauthorized access to accounts or systems.
• Distributing malware or harmful code.
• Using stolen or unauthorized payment information.
• Impersonating another individual or business.
• Harassing or threatening other users or our representatives.
• Infringing intellectual property rights.
• Interfering with the security or functionality of our website.
• Collecting personal information unlawfully.
• Using automated tools in ways that violate applicable law or interfere with the Services.

We reserve the right to restrict access or cancel transactions involving prohibited conduct, subject to applicable law.

15. Automated Agents

Automated software, including AI agents, bots, and similar tools, may not access or interact with our Services in a manner that circumvents security controls, misrepresents the identity or nature of the automated system, or disrupts normal website operations.

We may use reasonable technical measures to protect our website against unauthorized automated access.

Automated access must comply with applicable law and any relevant technical restrictions or requirements communicated by our platform.

16. Termination of Access

We reserve the right to suspend or terminate access to our website or customer accounts when reasonably necessary to address fraud, security threats, violations of these Terms, or other legitimate business concerns.

Termination does not eliminate obligations arising from transactions already completed or rights that survive under applicable law.

17. Disclaimer of Warranties

We make reasonable efforts to provide accurate product information and maintain reliable website functionality.

However, our website and its content are provided on an “as available” basis.

To the fullest extent permitted by applicable law, we disclaim warranties relating to uninterrupted website availability, the absence of technical errors, and the accuracy of general informational content.

Any disclaimer of warranties relating to products applies only to the extent permitted by law.

Nothing in these Terms excludes or limits any express warranty, implied warranty, statutory guarantee, consumer protection, or other legal remedy that cannot lawfully be excluded.

18. Limitation of Liability

To the fullest extent permitted by applicable law, Hollow & Flame will not be responsible for indirect, incidental, special, or consequential losses arising from use of the website where such liability may legally be excluded.

Nothing in these Terms excludes or limits liability for personal injury, defective products, fraud, gross negligence, or other circumstances to the extent such exclusion or limitation is prohibited by applicable law.

Nothing in these Terms limits customers’ non-waivable rights under applicable consumer protection or product liability laws.

19. Indemnification

To the extent permitted by applicable law, you agree to indemnify Hollow & Flame against third-party claims, losses, or expenses arising directly from your unlawful use of our Services or material violation of these Terms.

This provision does not require customers to indemnify Hollow & Flame for our own negligence, misconduct, defective products, or other matters for which indemnification would be prohibited by law.

20. Severability

If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions will continue in effect to the extent permitted by law.

21. Entire Agreement and Waiver

These Terms, together with our published policies and any applicable order-specific terms, constitute the agreement governing use of our Services.

Failure to enforce a provision does not automatically constitute a waiver of our right to enforce that provision later.

Nothing in this section overrides mandatory consumer protections.

22. Assignment

Customers may not transfer their contractual rights or obligations without our prior written consent, except where permitted by law.

Hollow & Flame may transfer its rights and obligations as part of a lawful business reorganization, sale, or transfer, subject to applicable notice requirements and customer protections.

23. Governing Law

These Terms are governed by the applicable laws of the State of Ohio and the United States, without regard to conflict-of-law principles.

Any disputes will be subject to the jurisdiction of courts with proper authority, except where applicable law provides customers with the right to pursue claims in another jurisdiction.

Nothing in these Terms limits rights or remedies available under mandatory consumer protection laws.

24. Translations

If these Terms are made available in another language, the English version will govern to the extent permitted by applicable law.

Mandatory language requirements and consumer rights remain unaffected.

25. Headings

Section headings are included for convenience and do not change the meaning or interpretation of these Terms.

26. Electronic Communications

By placing an order or creating an account, you acknowledge that we may send transactional communications electronically.

These communications may include order confirmations, shipping updates, delivery notifications, account information, and important service-related notices.

Marketing emails will be sent in accordance with applicable law and your communication preferences.

Customers may unsubscribe from marketing communications using the instructions provided in those messages.

27. Changes to Terms of Service

Hollow & Flame reserves the right to update these Terms as our business, products, and Services evolve.

Updated Terms will be posted on our website with a revised effective date.

Where required by law, we will provide notice of material changes.

Changes will not retroactively remove rights arising from completed purchases where prohibited by law.

Continued use of our Services after changes become effective may constitute acceptance of the updated Terms, subject to applicable law.

28. Contact Information

Questions regarding these Terms of Service, orders, products, or other customer service matters may be directed to:

Hollow & Flame

Email: support@hollowandflame.net

Location: Dayton, Ohio, United States

Additional business contact information, where required by law, is available through our Contact Information Policy.

Light what lingers.