Shipping & Returns

Why was Lava created?

Lava was born from the passion and vision of H.H. Sheikha Amna Abdulaziz Bin Humaid Al Nuaimi of the UAE. Sheikha Amna has a creative spirit and a natural sense for business. Her keen interest for developing customized fragrances and luxurious hand-made candles allowed her to create a business from a hobby and to share her royal Emirati designs with lifestyle lovers worldwide.

When was Lava established?

Lava was established in 2016.

Who are the artists behind Lava's candles?

H.H. Sheikha Amna Abdulaziz Bin Humaid Al Nuaimi of the UAE leads Lava's candle designers who have been educated and mentored by world-class candle designer Gary Simmons.

What was Lava's first collection?

Lava's first collection was the Ramadan Collection inspired by the holy month.

Where do Lava's fragrances come from?

Lava's fragrances are created by experts in the UK from fine ingredients sourced from throughout the world.

Where can I purchase Lava products?

Lava products are available at lavamoments.com and ship worldwide.

I'm interested in corporate sales, who do I send my inquiry to?

Please contact info@lavamoments.com with your name, company information, country, and a brief message about the nature of your inquiry.

Candle Precautionary Measures

  • Do not leave a burning candle unattended
  • Keep out of reach of children and animals
  • Do not burn a candle on a flammable or fragile surface
  • Do not burn a candle on a wooden surface
  • Leave ample space above the candle for the heat from the flame

Candle Burning Directions

  • For the first burn, it's best to light the candle for 2 hours
  • Do not burn a candle for more than 3 consecutive hours
  • Keep the wick trimmed to an 1/8 of an inch, pointing upright

How Long Will It Take For My Package To Arrive?

If you order your Lava products before 12 noon Sunday to Thursday, your products will be delivered the same day if the shipping address is in Ajman. For all other Emirates, the delivery will be made on the next day except for weekends. Weekend purchases, beginning Thursday from 12 noon until Saturday, are delivered on Monday to all Emirates.

Can I get a refund if the product arrived damaged?

It's normal for there to be a little wear and tear if the product is shipped in the mail; however, if there's excessive damage, please don't accept the package from the courier. After the package is returned to Lava, we'll verify the damage and replace your order. For further questions please reach out to info@lavamoments.com

Can I return sale items?

All products that were purchased on sale are non-refundable and are a final sale.

Can I return items that were full-price?

If for any reason you're not completely satisfied with your Lava product, you're able to exchange or refund your order within 14 calendar days of your purchase. All items must be returned unopened and unused and include the original order number with receipt. Shipping charges will not be refunded. Please contact info@lavamoments.com to inquire about returns.

Who do I talk to for questions?

For customer care, please reach out to 800-5282-823 or info@lavamoments.com. We are available from 8:30am-5:00pm Sunday to Thursday,UAE.

What information do we collect?

We may collect information from you when you enter this Website or provide information to us in any other way, including, without limitation, when you place an order, enter a contest on our social media, send communication such as e-mail, or participate in other site features. If you wish to make an online purchase on the Company’s website, the Company may ask for your name, e-mail address, mailing address, phone number, credit card information or other information.

This website uses "cookies" to enhance your experience and gather information about visitors and visits to our website.

How do we use the collected information?

The information we collect may be used us for purposes such as fulfilling orders, responding to requests, improving and customizing products, improving our Website and services, to understand your needs and provide you with a better service, internal record keeping, contacting you for market research purposes etc. We may send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you provide us with.

How do we protect visitor information?

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential.

How do we use cookies?

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use cookies as this helps us analyse data and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Do we disclose the information we collect to outside parties?

We will not sell, distribute or release your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish for this to happen.

Third Parties’ do not include website hosting partners and other parties who assist us in operating our Website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

General

Lava Candles LLC owner of the brand Lava Moments (the “Company, we or us”) owns and operates this Website.  By accessing and/or using the Website, you hereby acknowledge that you have read, understood, and agree, without limitation or qualification, to be bound by these terms and conditions (“T&C”s), as may be updated by us from time to time. You agree to check this page regularly to take notice of any changes we may have made to the T&Cs.

Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend any services offered on this Website without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this Website.

This Website may contain links to other websites (the "Linked Sites"), which are not operated by the Company. The Company has no control over the Linked Sites and accepts no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the Linked Sites will be subject to the terms of use and service contained within each such site.

Privacy Policy

Our Privacy Policy which sets out how we will use your information, can be found here. By using this Website, you consent to the processing described therein of information provided by you, and warrant that all data provided by you is true and accurate.

Prohibitions

You undertake not to misuse this Website. You will not commit or encourage a criminal offense; transmit or distribute a virus, trojan, worm, logic bomb or any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of this Website; corrupt data; cause annoyance to other users; infringe upon the rights of any other person's proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as "spam"; or attempt to affect the performance or functionality of any computer facilities of or accessed through this Website. Breaching this provision would constitute a criminal offense and the Company will report any such breach to the relevant law enforcement authorities and disclose your identity to them.

Intellectual Property, Software and Content

The intellectual property rights in all software and content (including photographic images) made available to you on or through this Website remains the property of the Company or its licensors and are protected by copyright laws and treaties in the UAE, and around the world. All such rights are reserved by the Company and its licensors. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website, nor may you use any such content in connection with any business or commercial purpose.

Terms of Sale

If you place an order on this Website, you are offering to purchase a product on and subject to the following terms and conditions:

  1. You must be over 21 years of age and possess a valid credit or debit card issued by a bank acceptable to us. The Company retains the right to refuse any request made by you. If your order is accepted we will inform you by email and we will confirm the identity of the party which you have contracted with. This will usually be the Company or may in some cases be a third party. Where a contract is made with a third party the Company is not acting as either agent or principal and the contract is made between yourself and that third party and will be subject to the terms of sale which they supply you. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes.
  2. When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.
  3. Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled.

Disclaimer of Liability

The material and content displayed on this Website is provided without any guarantees, conditions or warranties as to their accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law the Company and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, regulations, convention or industry practice, and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website or the Linked Sites and any materials and/or content posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, by statute or otherwise.

The Company will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.

Indemnity

You agree to indemnify, defend and hold harmless the Company, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use this Website or your breach of the T&Cs.

Variation

The Company shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the contents and/or materials displayed on this Website, and/or any page of this Website.

Severance

If any part of the T&Cs is unenforceable, the enforceability of any other part of the T&Cs will not be affected, and all other clauses shall remain in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly.

Waiver

If you breach any part of these T&Cs and we take no action, such inaction will, by no means amount to a waiver in respect of any of our rights and remedies.

Entire Agreement

The above T&Cs constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and the Company.

Jurisdiction

UAE Law, as applied in the emirate of Ajman, governs these T&Cs and your use of the Website, and you expressly agree that Ajman courts shall have exclusive jurisdiction over any claim or dispute between you and the Company relating in any way to your use of this Website.