Frequently Asked Questions

Frequently Asked Questions

At Henry & Sadie, we believe the products we bring into your life should be thoughtfully chosen, meaningful, and made for your story. Whether you’re shopping for yourself, finding a gift for someone special, creating a welcoming home, or choosing something for your four-legged companion, we want your experience to be simple and enjoyable.

Below are answers to some of our most frequently asked questions. If you need additional assistance, we’re always happy to help.

About Henry & Sadie

Where are you located? Do you have a retail store?

Henry & Sadie is based in Utah and operates primarily as an online boutique. We do not have a permanent retail storefront, but we occasionally participate in local pop-up shops and events. Follow us on social media to stay informed about upcoming opportunities to shop in person.

What types of products do you offer?

Henry & Sadie offers a thoughtfully curated selection of products for mind, body, and soul. Our collections include hand-poured candles, room and linen sprays, artisan soaps, journals, home accessories, gift sets, and select products for your favorite four-legged friends. Whether you’re treating yourself or choosing a meaningful gift, our collections are designed to bring comfort, connection, and personal meaning to life’s moments.

What makes Henry & Sadie products special?

We believe the best gifts and personal comforts are the ones that mean something. Our products are thoughtfully selected or crafted with an emphasis on quality, intentional details, and the experiences that make life personal. From signature scents to curated gift sets, each collection reflects our philosophy: Made for your story.

Ordering & Shipping

How do I place an order?

All purchases can be made directly through our online store at henryandsadie.com. Browse our collections, select your favorite products, and follow the checkout instructions to complete your order.

How secure is shopping on the Henry & Sadie website?

We use secure shopping technology and encryption to help protect your information during checkout. Your payment information is processed through the payment services available on our website.

How long does it take to process my order?

Orders are generally processed within 3–5 business days. Processing times may vary during holidays, promotional periods, or times of unusually high order volume.

How long will shipping take once my order has been processed?

For U.S. orders, delivery typically takes an additional 3–5 business days after shipment, excluding weekends and holidays. Delivery times may vary depending on your location, seasonal volume, and carrier delays.

International delivery times vary by destination and carrier. Typical delivery may take approximately 3–5 weeks, although customs processing and other delays may affect arrival times.

Do you ship internationally?

Yes, international shipping may be available for destinations not currently listed at checkout. Please email henryandsadie1@gmail.com with your country and we’ll help determine whether shipping can be arranged. Additional shipping fees, customs duties, taxes, or import charges may apply.

What should I do if my order arrives damaged or something is missing?

Please contact us at henryandsadie1@gmail.com with your order number and a description of the issue. Photos of any damaged items or packaging are helpful. We’ll review the details and work with you to determine the appropriate next steps.

Returns & Exchanges

What is your return and exchange policy?

We want you to feel confident shopping with Henry & Sadie. Eligible returns and exchanges must be requested within 14 days of the original purchase date. Pet products experiencing a hardware failure may be eligible for return within three months of the original purchase.

To begin a return or exchange, email henryandsadie1@gmail.com with your order information and the reason for your request. We’ll provide instructions and help guide you through the process.

Please contact us before sending any item back. Return eligibility and the available resolution may depend on the product and the circumstances.

Candles & Home Fragrance

How do I maximize the scent of my candle when burning it?

Proper candle care helps your candle burn more evenly and makes the most of its fragrance.

  • First burn: Allow your candle to burn for a minimum of two hours, or until the entire top surface of the wax has melted into a liquid pool. This helps establish an even burn and reduces tunneling, allowing you to get the most from your candle.

  • Trim the wick: Trim the wick to approximately 1/4 inch before every burn. A properly trimmed wick helps promote a cleaner, more consistent flame.

  • Choose the right space: Smaller candles work best in smaller rooms or personal spaces. Larger, open areas may require a larger candle or additional candles to achieve your preferred fragrance level.

  • Allow the fragrance to develop: Give the candle time to warm and release its fragrance throughout the room. Airflow, room size, and other environmental factors can affect how strongly a scent is perceived.

  • Practice safe burning: Always burn your candle within sight, away from drafts and flammable materials. Keep it out of reach of children and pets, and place it on a stable, heat-resistant surface.

Always follow the burning instructions provided with your candle. Do not burn a candle for longer than the recommended period, and discontinue use when approximately 1/4 inch of wax remains.

Why is my candle burning unevenly or tunneling?

Tunneling occurs when a candle burns down the center while leaving unmelted wax around the edges. This can happen when the initial burn is too short or the candle is extinguished before the wax has melted across the surface.

To help prevent tunneling, allow the wax to melt across the top during the first burn and trim the wick before each subsequent burn.

Why does my candle seem to have a weaker scent in a large room?

Fragrance performance depends on several factors, including room size, ceiling height, airflow, and the candle's size. Smaller candles are best suited to smaller spaces. For larger rooms or open floor plans, a larger candle or multiple candles may provide a more noticeable fragrance.

Are candle jars hot after burning?

Yes. Candle containers can become very hot during use and remain hot after the flame has been extinguished. Allow your candle to cool completely before handling or moving it. Never move a burning candle or place a hot container on a surface that could be damaged by heat.

How should I store my candles?

Store candles in a cool, dry place away from direct sunlight, excessive heat, and drafts. Keeping candles covered when possible helps protect the wax from dust and preserves their appearance and fragrance.

How do I use Henry & Sadie room and linen sprays?

Our room and linen sprays are designed to refresh your surroundings with your favorite Henry & Sadie fragrance. Lightly mist the air or suitable fabrics as directed on the product label. When spraying linens or other fabrics, test a small, inconspicuous area first to check for discoloration or spotting.

Avoid spraying directly onto delicate fabrics, finished wood, or other surfaces that may be sensitive to fragrance products. Do not spray toward the face or eyes, and keep the product away from open flames and other ignition sources.

Can I use room spray as a body mist?

Our room sprays have been dermatologically tested and may be used as a body mist in accordance with the product's labeling and directions. Avoid contact with the eyes and do not apply to irritated or broken skin. Discontinue use if irritation occurs.

How should I store my room spray?

Keep your room spray tightly closed and store it in a cool, dry place away from direct sunlight and heat. Keep it out of reach of children and pets, and follow all precautions listed on the product label.

Bath & Body

How should I care for my artisan soap?

To help your soap last longer, store it on a well-draining soap dish between uses. Allowing the bar to dry between uses helps prevent it from becoming soft or dissolving prematurely.

Can I purchase your products as gifts?

Absolutely. Henry & Sadie offers thoughtfully curated gift sets and individual products that make meaningful gifts for birthdays, holidays, celebrations, thank-you gestures, and other special occasions. Explore our gift collections at henryandsadie.com to find something that fits the person and the moment.

Can I give a Henry & Sadie gift set to someone with different fragrance preferences?

Our gift sets feature select products and fragrance options, depending on the collection. Review each product listing for the available scents and included items before placing your order. If you need help choosing a gift, contact us and we’ll be happy to assist.

How do I purchase a gift card?

Gift cards can be purchased directly through our online store at henryandsadie.com. Simply select the gift card option and follow the checkout instructions.

How do I redeem a Henry & Sadie gift card?

Gift cards can be redeemed when placing an order through henryandsadie.com. Enter your gift card code at checkout and follow the prompts to apply the available balance to your purchase.

Can I use a gift card toward multiple purchases?

If your gift card has a remaining balance after a purchase, that balance may be used toward a future order, subject to the terms of the gift card and the checkout system.

Can I return or exchange a gift card?

Gift cards are generally nonrefundable and cannot be exchanged for cash, except where required by law. Please contact us at henryandsadie1@gmail.com if you have questions about a gift card purchase or redemption.

Pet Collars & Leads

How do I clean my Henry & Sadie collar or lead?

Our Biothane collars and leads are easy to maintain. For routine cleaning, wipe them with a damp cloth. For more stubborn dirt, use a small amount of mild soap, rinse thoroughly, and wipe clean.

If you choose to sanitize an item in the dishwasher, use the top rack and ensure the hardware and product construction are suitable for that method. Allow the item to dry completely before use.

Will the black hardware scratch or chip?

Black-coated hardware may develop scratches or show wear with normal use, as can other painted or coated finishes. For an alternative finish, we offer select hardware options in solid brass and stainless steel. Available finishes may vary by product.

How do I choose the right collar size for my dog?

Measure your dog's neck with a flexible measuring tape, leaving enough room for a comfortable fit. Compare the measurement with the sizing information provided on the individual product listing. If your dog falls between sizes or you need help choosing, contact us before ordering.

Contact Henry & Sadie

What is the best way to contact Henry & Sadie?

Email is the best way to reach us for order questions, product information, and assistance with purchases. You can also send us a message through Instagram or Facebook Messenger.

We’ll do our best to respond as promptly as possible and help make your Henry & Sadie experience a positive one.