THE MOST VIRAL CANDLE BRAND

Million+ followers across platforms

Foton_Comparison_6eef203a-3170-41a3-a26b-8eebc1b98f4e.png

Get inspired

Frequently Asked Questions

Need more information?

Free Shipping

on all US orders

Hassle-Free Returns

within 30 days of purchase

Customer Reviews

Based on 5 reviews
80%
(4)
0%
(0)
0%
(0)
0%
(0)
20%
(1)
L
Luke Klipp
It's beautiful

First, I should note that when I received this vessel it was smashed into pieces. However, a quick message to the manufacturer and they had a replacement mailed to my home within hours that I got a couple days later.

As to the vessel itself, I had some doubts about how much I would or would not like this product, and I was wrong to have doubts. It is absolutely beautiful and an outstanding addition to our living room.

J
Joanne Dale
Big and beautiful

Wasn’t sure what I was signing up for, both the vessel and scented wax beads are an impressive addition to my house.

M
Matt Lowther

Great quality, much larger than I thought but appropriate for the large bag size. Will get lots of use out of 1 bag.

S
Shelbourne Richardson

The vessel makes a great decorative addition to my living room space.

M
M.P.
Poor quality product and worse customer service

Your company failed to deliver the product together and on time. After we settled that concern when it did show up, it showed up broken and in pieces. The person I gifted it to said the packaging was poor and over quality of vessel was poor. I reached out to someone for customer service twice, no response. I then had to find another way to contact someone. The response I was given gave zero accountability from your company on the product and delivery. They shifted the blame to the courier. I spent over $300 between orders from myself and my partner. I was not satisfied with my refund and I would have appreciated more accountability and a full refund for not just the vessel that showed up late and in pieces but for the entire order. I will never order from your company again and I am angry I let social media influence me into thinking that this was a good idea to gift someone around the holidays. I will be sure to tell anyone at any chance I get how awful your company and products are.

Hello Maggie,

Heidi here, one of the founders of Foton. I would like to personally address your concerns. I've reviewed your case closely as we take customer feedback seriously and always appreciate the learning opportunities.

First of all, thank you for giving our products a try and so sorry you were not satisfied. I'd like to first address the fulfillment delays. We did experience fulfillment delays of up to a week between Black Friday up until Christmas. Our small business experienced much higher than expected order volumes during Black Friday-Cyber Monday, followed by a video going viral, and we were not able to maintain our normal 24-hour fulfillment promise. We tried to communicate the delays clearly by several emails as well as by placing banners and warnings in multiple places of the website stating that orders placed after December 9th would likely not arrive until after Christmas. Looks like both of your orders placed on December 9th did arrive a few days before Christmas.

We also apologize for the broken vessel. We do our best to protect items during shipping, but unfortunately items still break during shipping. The vessels are handmade in the USA by our partner company specializing on concrete vessels, also a small family business. We have offered a full refund for the vessel and if you wish to return the rest of your order for a full refund, we'd be happy to help process that as well.

As for the customer service, as far as I've been able to see, you first wrote an e-mail to us at 10:22pm on the evening of Christmas Day, Dec 25th. Our team took a well-deserved day off for Christmas to spend time with our families, and we were working hard to get back to all the people writing to us after the holidays. Unfortunately we did not get to your message the day after Christmas, but responded first thing in the morning on 12/27, which is within 9 business hours. Again, I'm sorry you were not fully satisfied but please know we're working hard trying to deliver the best possible products and offer the best service. We will contact you again privately to see if you wish to proceed with a return for a full refund. All the best, Heidi & Team Foton