At Unravel Luxury Candles, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!
Customer is responsible for any shipping charges incurred to re-ship an order due to incorrect address entry.
The total time from order to shipment of items can take up to 5-7 days. This is due to payment processing timelines and production. It can take up to 3 business days for your payment to be released to us.
Upon receipt of payment, your candle will be hand poured. This process will take at least 1-3 days to allow for creation and curing time. Orders will then be promptly shipped via USPS Priority Mail (unless otherwise noted). Shipping fees include the cost of packing materials and all orders are packed with extreme care to ensure safe arrival at your home. You will receive an email with your tracking number the day your shipment is released to the USPS.
**An important note: once a package is picked up and scanned in by our carrier, the shipping and delivery status is no longer within our control; we are unable to replace missing or stolen packages at this time. Please reach out directly to the courier for missing or stolen packages. We are not responsible for shipping addresses that were incorrectly entered at checkout. Please consider shipping to an address where someone is always present to receive the delivery, i.e. workplace.**
Summer Shipping Schedule
Many of the products sold by Unravel Luxury Candles are temperature sensitive and can be damaged during the extreme summer heat. In order to ensure your order is free of damage, temperature-sensitive products will only ship Monday, Tuesday, and Wednesday. This is required to ensure orders are not sitting in non-climate control facilities during shipping. All other products that are not affected by temperature will ship Monday-Friday as normal.
RETURN & EXCHANGE POLICY
We do not accept returns. We accept exchanges only. Unused and damaged items can be exchanged. All orders are thoroughly inspected before they are packed and shipped to ensure your items arrive safely. We take great pride in producing the highest quality soy candles & products available. Slight variations from candle to candle are considered a part of the unique handcrafted process and are to be expected. We kindly ask that you inspect your order upon receiving it. If items are damaged during transit, please contact us within two business days, ship items back within 7 days of receiving. Please take a photo of your damaged package or goods and email us at firstname.lastname@example.org, please include your name and order number. If for any reason you are dissatisfied with your order, please contact us within two days of receipt of merchandise and we will handle this promptly.