Lost or Stolen PackagesUpdated a month ago

Packages Lost/Stolen

We understand how frustrating it can be when a package doesn’t arrive as expected. While Hotel Lobby Candle is not responsible for packages that are lost or stolen after they have been shipped or delivered by the carrier, our Concierge team is happy to help guide you through the resolution process.

Packages Lost in Transit

If your tracking has stopped updating or you believe your package has been lost in transit, please contact us as soon as possible. We will work with the shipping carrier to investigate the shipment and determine the appropriate resolution.

Packages marked as "Delivered"

If your tracking shows “Delivered” but you have not received your package, we recommend taking the following steps before contacting us:

• Check around your property and any alternate delivery locations.
• Ask household members, neighbors, your building management, or front desk if they accepted the package.
• Please allow up to one business day, as carriers occasionally mark packages as delivered shortly before completing the delivery.

If your package still cannot be located, please contact our Concierge team. We will review the circumstances and work with the shipping carrier to determine the next steps.

As a general policy, orders confirmed as delivered by the shipping carrier are not eligible for refunds. When appropriate, Hotel Lobby Candle may, at its sole discretion, offer a replacement after reviewing the circumstances of the claim.

Hotel Lobby Candle reserves the right to limit or decline replacements, store credits, or other accommodations for orders associated with repeated claims of loss, theft, or damage.