EL Candle Refund and Return Policy
At EL Candle, every product is created just for you after your order is placed. Because of this personalized, made-to-order process, we are unable to accept general returns or offer refunds.
Your satisfaction is our top priority, and we stand behind the quality of our work. If you encounter an issue with your order, please see our policies below for how we can make it right.
Damaged or Incorrect Items
We do our absolute best to ensure every candle is perfect. However, if your order arrives damaged or you received the wrong item, please let us know right away so we can help.
What to do:
- Contact us at contact@elcandle.com within 24 hours of receiving your package.
- Include your order number and a clear photo of the damaged or incorrect item. This helps us resolve the issue quickly.
Once we verify the issue, we will happily arrange for a replacement to be sent to you at no cost.
Choosing Your Scent
We want you to love your candle’s fragrance! Since every item is made to order, we cannot offer exchanges or returns based on personal scent preference. We highly recommend reviewing our Scent Guide carefully before purchasing to find the perfect mood for your message.
Incorrect Address or Rejected Packages
If a package is returned to us due to an incorrect address or if you choose to reject it, you will be responsible for the reshipment costs.
Please double-check your address before finalizing your order to avoid any issues.
Shipping & Delivery
Incorrect Address:
Please double-check your shipping address for accuracy before placing your order. We are not responsible for packages delivered to an incorrect address provided by the customer. If a package is returned to us, you will be responsible for the reshipment fee.
Shipping Timelines:
Your total delivery time includes processing and shipping.
- Processing Time: Please allow 2-5 business days for us to prepare and pack your order. During peak holiday seasons, this may extend up to 7 business days.
- Shipping Time: Once shipped, it typically takes 2-7 business days to arrive. Please note that these are estimates provided by our shipping carriers, and we cannot guarantee specific delivery dates or offer refunds for shipping delays.
Stolen Packages
Once a package is marked as “Delivered” by the shipping carrier, we are no longer responsible for it. We are unable to cover the cost of stolen packages. If you have concerns about package safety at your address, please consider shipping to a secure location (like a workplace or P.O. Box).
Have Other Questions?
Your happiness is important to us. If you have any questions about our policies that weren’t answered here, please don’t hesitate to reach out to us at contact@elcandle.com. We’re here to help.