DAMAGED CANDLES ARE NOT RETURNABLE. If you have received damaged product, Email Us immediately to let us know, so that we may file a damage claim with the carrier. Keep all packaging/boxes and candles until claim is complete.
Q: How do I start a return process?
A: All returns must be authorized. Email us with your invoice # and reason for return within 15 days of receipt. We will reply with return instructions and RMA#
Q: Will I be credited shipping costs for my returned items?
A: If error is ours, (defective product, wrong item shipped) all shipping is refunded and product replacement or credit given. Otherwise, shipping not refundable.
Q: Are there restocking fees associated with my return?
A: If error is ours, (defective product, wrong item shipped) there is never a restocking fee. Other authorized returns are subject to a 15% restocking fee.
Q: Can I make an exchange?
A: We're sorry, we cannot make exchanges. They must go through the return process and a new order placed.
Q: Items that are not returnable?
A: Our "Recycled" candles or clearance item sales are final and non-returnable. Damaged Candles are not returnable, as we can not resell them. Please email us immediately if you receive damaged product and keep all candles, packaging and boxes until claim is complete.
Instances that may incur extra charges without further notice:
Refusal of order: Refusing order from carrier will result in any charges from carrier, and a 20% restocking fee will be assessed upon item's return to our warehouse. All shipping costs are customer's responsibility.
Cancellation of order If order has already been made upon cancellation notice, a 15% restocking fee will be charged, as items will have to be shelved. Order cannot be cancelled once order ships.
Incorrect Address given: Some carriers charge us a fee to correct an address or return an item to us due to an address they cannot validate. Any fees associated with incorrect information provided by the customer, will be charged to the customer.
Unauthorized Returns: Returns received without an RMA# (unauthorized) may incur a 20% restocking fee on items that are saleable. Any damaged product received cannot be refunded.
Damaged Product upon Return: Credit cannot be given for damaged product received. For customer's protection, a traceable, insured method of transit should be used for any authorized return. It is customer's discretion as to the carrier, but we recommend insured UPS or FedEx ground service, as these carriers provide tracking numbers that trace the package's route fully to its destination. Often the first $100 of insurance is free.
Stolen packages: Once carrier delivers to the address provided, we cannot be held responsible for the package. Customer will need to provide a safe/secure address to have packages delivered (work, neighbor's house etc)