Return Policy
30-day money back guarantee. We are proud to stand behind our products. If you are not completely satisfied with your purchase, simply obtain a return authorization number from Customer Service (800.635.0274) & return your product for a refund of the cost of the product.
- All returns require obtaining a Return Authorization (RA) number. Call Customer Service toll free at 800.635.0274 to request an RA Number. Packages without a visible RA Number will be returned to the sender.
- All claims for credit, shortages, dissatisfaction and/or damages must be placed within 48 hours of receipt of merchandise. Retain the original shipping materials if making a claim for products damaged in transit.
- Shipping charges and gift-wrapping charges are non-refundable, except in the event that Crafted Candles shipped you the wrong items. Customers receiving free shipping will be charged the exact shipping charge for shipping if their order is returned for a refund of the original purchase price.
- Refunds will only be made to the original payment within 7-10 days of our receipt of the return.
- A 20% return fee may apply in the case of items incorrectly ordered by the client.
- A 15% cancellation fee will be deducted from orders cancelled before they are shipped. This fee covers the costs of processing the order and cancelling the order.
- A 20% restocking fee will be added to cancellations that have been shipped.
- All non-defective items returned must be in the original and complete packaging.
- All returned merchandise must be received by Crafted Candles in salable condition, unless the merchandise is found to be defective.
- The shipping cost of any returns or exchanges remain the responsibility of the customer, unless the merchandise is being returned because the order was incorrectly filled by us or the merchandise is defective. We do not refund shipping for returning an item because of color. The colors on our website are actual photos of items but due to differences in monitors, we cannot be responsible for colors not matching or because of personal dislike.
We recommend a shipping method that is traceable so that your shipment will not be lost in transit. We also recommend you insure your package. If a return is damaged we will not be able to refund your purchase. We cannot be responsible for defects or damage caused by customer error. Our full liability is limited to the refund of the purchase price of the merchandise.
Shipping Policy
- Please allow us 2 - 7 days to ship your order. We ship orders Monday - Friday. If an item is out of stock longer than 7 days, we will notify you by email.
- It usually takes 3-10 business days to receive the order. If you have any questions about delivery or have a date you need your order, please let us know by email or call us at 800-635-0274. Rush shipping is available according to product availability.
- We use UPS for rush shipments. Shipping charges for packages that are delayed due to causes beyond UPS's control, including but not limited to, the following: the unavailablity or refusal of a person to accept delivery of the shipment; acts of God including weather delays, and natural disasters will not be reimbursed.
- We use UPS and USPS Priority Mail as our main carriers. To use UPS a physical address is required. UPS does not deliver to P.O. Box addresses. At our discretion, orders may be shipped via USPS Priority Mail.
- We cannot guarantee that order cancellations made via email will be caught and canceled. Telephoning us will insure the cancellation of your order and prevent unwanted charges and shipments. Our toll-free customer service number is 800.635.0274.
- Customer will be charged for reshipping an undelivered package with an incorrect or incomplete address that was entered by the customer in the online shopping cart. Customer can choose not to have their purchase reshipped and a refund (less original shipping and restocking fee) will be returnrd to the customer. UPS will often correct an incorrect address to deliver. They charge $11.00 for that service. If the address was incorrect due to a mistake by the customer, we will charge the $11.00 to the customer. If it is our error, the customer will not be charged. Please print and check your receipt for accuracy. Report any change to customer service via our toll-free number at 800.635.0274.
- Refused shipments will be refunded to the customer less shipping expense and a restocking fee.
International Shipping
International Shipping costs will be calculated when your order is processed and will be sent to you in an email confirmation (usually within 48 hours) Other than USA We ship to Australia, Canada, Denmark, Finland, France, Germany, Japan, New Zealand, Norway, Sweden and UK.
Prices and shipping fees do not include import duties, VAT or tariffs; these are the responsibility of the customer and are usually collected upon delivery. Every order we ship is triple checked by our staff before it is packed. However, once a package leaves our store with an international destination we can no longer be held responsible if something happens to it in customs. If customs opens your package and charges you duty, confiscates merchandise or anything else of that nature we can not be held accountable.