Damaged PackagesUpdated a month ago
We take great care in packaging every order. If your order arrives damaged, defective, or incorrect, please notify us within 7 days of delivery so we can promptly investigate and make it right.
How to report damage
Open the chat on our website using the chat icon in the lower-right corner and let us know what happened. Our Concierge team will ask for:
- Your order number
- Photos of the damaged product
- Photos of the shipping box and packaging (when applicable)
If chat isn’t convenient, you can also email us at [email protected] with the above information.
What happens next
Once we’ve reviewed the information, we’ll promptly arrange a replacement if the damage occurred during shipping or the item arrived defective.
If a replacement is unavailable, our Concierge team will work with you to find the best solution. Depending on the circumstances, this may include selecting a comparable replacement product, issuing a store credit toward a future purchase, or, when appropriate, providing a refund.
Storage and natural variation
Please store candles in a cool, dry place, and remove them from the shipping box once your order arrives.
Our candles are made from 100% natural ingredients. Slight changes in color and small imperfections in the wax are perfectly normal, and will not affect the performance of your candle. We recommend burning your candles within one year for best performance.