Frequently Asked Questions
XELA AROMA FAQs
ABOUT XELA AROMA
Xela Aroma was founded more than 20 years ago, and was certified as a woman-owned and operated business located in Dallas, Texas. Founded by the late Dallas-attorney and entrepreneur, Maryann Mihalopoulos, Maryann’s service and selflessness helped to shape the vibrant Dallas community. In honoring Maryann's entrepreneurial spirit and her legacy of service, in October 2021, her husband Frank, generously gifted the company to Austin Street Center to serve as the agency's first Social Enterprise. Austin Street Center is a registered not-for-profit organization, serving as one of Dallas' largest homeless shelters, with a mission to provide safe shelter and meet the basic needs of the most vulnerable homeless. All sales directly benefits the most vulnerable homeless served at Austin Street Center.
All products are hand-made in small batches by clients of Austin Street Center, who are now earning a living wage, which in turn helps to end their homelessness. Products are shipped from our Dallas warehouse.
Do you need to contact us?
If you have a question or need help, email firstname.lastname@example.org or contact our customer service team M-F 9:00-5:00 CT.
Where are your products made?
All Xela Aroma by Austin Street Center's products are hand-made in Dallas, Texas.
Where can I buy Xela Aroma products?
Our products are sold primarily on our website xelaaroma.com, although we do sell wholesale to small boutiques and independent retailers throughout the USA. A limited number of our products are also sold on Amazon.com.
I would like to carry Xela Aroma by Austin Street Center's products in my store. How do I get more information about becoming a wholesale customer?
Please email us at email@example.com and a member of our team will get back to you with the information. A limited wholesale offering is available on FAIRE.com as well.
Does Xela Aroma by Austin Street Center test their products on animals?
Xela Aroma by Austin Street Center's products are 100% cruelty free. We do not conduct animal testing of any kind.
ONLINE ORDERING AND PAYMENTS
How long will it take to receive my products?
Once you place your order on our website, you will receive a confirmation email. Your order will be made by hand on the next business day. It may take 1-2 days for us to manufacture your products.
Xela Aroma by Austin Street Center is based in Dallas, Texas where temperatures in the summertime are very hot. Therefore from approximately June 1 – September 15, we operate on a restricted shipping schedule and only ship our products on Mondays and Tuesdays to avoid prolonged exposure the excessive heat and elevated temperatures in transit. We may offer expedited shipping, which will be a cost incurred by you the customer.
Once your order ships, you will be sent a shipping confirmation email with a link to track your order. See more information about shipping times below under SHIPPING | DELIVERY | RETURNS.
When will I be billed?
Your purchase will be charged immediately upon placing your order on our website.
What payment methods do you accept?
Xela Aroma by Austin Street Center accepts every major credit card: American Express, Visa, Mastercard, and Discover. We now also accept Paypal.
Why is my promotion code not working?
Double-check to ensure the code is spelled correctly. Our codes are case sensitive. Also verify that code has not expired. Some promotion codes have minimum purchase requirements and include restrictions and exclusions on select products.
Do you offer gift cards?
We also now offer an electronic gift card through our website.
What do I do if don’t see a particular scent or product on your website?
Please email firstname.lastname@example.org or call customer service M-F 9:00-5:00 CT. One of the benefits of being a small business is that we are often able to accommodate special requests or offer substitutions.
What is a product I want is out of stock or unavailable?
While we make every effort to keep our products updated and in-stock, however there are times when we have to implement back-ordering. If an item is out of stock, please email email@example.com or call customer service M-F 9:00-5:00 CT. One of the benefits of being a small business is that we are often able to accommodate special requests or offer substitutions.
SHIPPING | DELIVERY | RETURNS
What are shipping and delivery timetables?
It will take us 1-2 days to manufacture your order as all Xela Aroma products are made to order. After we process shipping, these are general times for your order to be in transit:
1-2 days within Texas
2-3 days for Central States
3-4 days for Western and Eastern States
5-7 days for Alaska and Hawaii
Do you ship to outside the United States?
We are now able to ship to Canada and some export duties will apply and are the responsibility of the customer. We will contact you with the tariff and duty fees assessed by the carriers on our behalf.
- We are also able to ship to Puerto Rico.
- At this time, we are not shipping to Mexico or the Caribbean.
What is your return policy?
Due to the nature of Xela Aroma by Austin Street Center's production and product offerings, all sales are final. We will replace broken items or items damaged in transit. Refunds, returns or replacement products for reasons other than damages incurred during shipping cannot be accepted.
Are your products “organic?”
The essential oils we use in our waxes and fragrances are pure and natural, but they are not “Certified Organic”. The term certified organic is used for essential oils that are obtained from plants that are grown and harvest without the use of fertilizers and certain pesticides. The soy used in Xela’s waxes conforms to accepted USDA standards and are Kosher.
Are all components made in the United States?
We source and purchase our glass and other components from resources worldwide. However, our finished Xela Aroma by Austin Street Center products are proudly made in Dallas, Texas.
Can I Get an Ingredient List for Your Candles / Diffusers?
Our unique candle and diffuser blends have taken years of development and are highly proprietary, so we do not share any ingredient lists.
What are fragrance notes?
“Notes” are the different scents present in a fragrance. They are separated into three categories: top notes, middle notes, and base notes.
What are fragrance accords?
A blend of three to four fragrances to create a completely new, unified scent is called a “fragrance accord.” An example of a Xela accord is White Linen. We combined several floral and herbaceous scents to create the an impression of fresh clean cotton.
Are your scents natural?
Xela Aroma by Austin Street Center's fragrances use the highest quality blend of essential and fragrance oils. We are committed to using essential oils whenever possible, however some fragrance notes are not available in essential oils. In that case, we add the highest quality fragrance oils.
Some of our scents fragrances are created using the both natural and synthetic fragrance oils. Synthetic fragrances can give us more control over the final scent, as they are more consistent than natural fragrances. By using both types of oils, we are able to create scent “essences,” replicate scents that are too delicate to extract naturally, and create the aroma of things that do not exist in a nature like “ocean mist” or capture the “idea” of a smell like leather or smoke.
Fragrance formulations are very complex and contain many ingredients to ensure Xela Aroma by Austin Street Center's candles and diffusers deliver our customers the most enjoyable home fragrance experience.
However if a client specifies a 100% natural scent, we are able to do so but these fragrances are generally much more costly which means the candle or diffuser is more expensive for our customers.
Xela Aroma by Austin Street Center's candles have been carefully formulated over many years to have a clean burn and a strong fragrance throw.
Are Xela Aroma Candles Organic?
Xela Aroma candles are made with the highest quality ingredients and use sustainable recycled or recyclable packaging. Unfortunately, no candles can be certified organic but all of our candle ingredients are safe for everyday use. Our wax is made from natural soy wax and food grade paraffin wax and we use lead-free cotton wicks as well as essential oils wherever possible.
What type of wax is in your candles?
Xela Aroma candles are made from a proprietary blend of soy wax and paraffin. Years of development and testing have shown this to be the optimal blend for a clean burn and maximum fragrance throw.
We also pour a candle made from 100% soy wax sourced from soy beans grown in the USA.
What kind of wicks do you use?
We use all-natural cotton wicks. They are lead-free.
What is the best way to burn my candle?
We recommend that you burn your candle for the first time for a minimum of 2 hours or until the wax melts all the way to the edge of the glass. By doing so, your candle will not “tunneling” and it will also ensure maximum life for your candle.
Prior to lighting your candle, always trim the wick to ¼” for optimal performance. Never burn your candle for periods longer that 3-4 hours at a time. Do not leave a burning candle unattended. Please keep burning candles away from children.
Can I reuse or re-purpose the candle glass?
Once your candle cleanly burns to the bottom of the glass, you may reuse your vessel by putting the glass in the freezer and after a few hours you can carefully remove the excess wax and wick with a butter knife.
Some ideas for re-use: pen cups, flower vases, cotton swab or make-up brush holders.
What is in your Reed Diffusers?
Our reed diffusers contain scent oil and a specially formulated reed diffuser base that includes water and alcohol.
How do Reed Diffusers work?
A reed diffuser is a great way to constantly fill a small room with fragrance safely. To use, peel the protective seal away from the plug. Carefully pull the plug and rock it back and forth in an upward motion until the plug is released. Remove the band that secures the reed bundle. Place the reed sticks into the fragrance oil. The natural rattan reed sticks absorb the fragrance oil and steadily diffuse or “release” the scent into the air.
We always recommend that you place your reed diffuser on a level surface out of reach of children.
How often should I flip my reeds?
We suggest that you flip your reeds weekly to refresh the fragrance. Keep in mind that the diffuser fluid can damage wood and stain fabric, so be sure to flip your reeds over the sink.
How Long do Diffusers Last?
Our 200ml diffusers typically last between 6 and 8 months and 100ml diffusers last between 2 and 3 months. Diffuser longevity also on the space and the flow of air around the reeds.
OUR RINSE FREE WASHES
What is in your washes?
Our wash is an alcohol based formulation containing 70% ethanol alcohol, water, dipropylene glycol, and fragrance oil.
Is it true your washes can also be used as an anti-microbial spray?
Yes! Our hand-wash kills 99.9% of all common germs and can be used on any surface.
How do I use Xela Aroma by Austin Street Center Rinse Free Wash?
Xela Rinse Free Wash feels clean and fresh. It has the soft fragrance of pure essential oils. Alcohol enough to be an anti-germ. Gentle enough to keep your hands soft. The wash is easy to use: lightly mist your hands, rub them together for 20 seconds, and let dry! The wash can be used on any hard surface for a quick clean without wiping! Think door knobs, car handles, or grocery carts.
Can I buy refills for my Xela Aroma by Austin Street Center Rinse Free Wash Mister?
We are happy to sell you an 8 oz refill for your wash misters. Please email firstname.lastname@example.org to place your order.
OUR ROOM SPRAYS
What is in your Room Sprays?
Our room sprays contain scent oils, water and alcohol.
XELA AROMA by AUSTIN STREET CENTER PRIVATE LABEL
I am interested in creating my own line of candles or diffusers. Can you help me?
Yes! Xela Aroma by Austin Street Center creates private label candles, diffusers and hand washes for luxury hotels, spas, boutiques, event planners, indy beauty companies, and individuals. For custom candles and diffusers, we offer low minimum order quantities. We also do custom fragrance development. We also will guide you in the most economical solutions for your products as well as branding options for glass vessels, travel tins, and boxes
If you are interested in developing a private label candle, please email email@example.com for more information.