How do I contact customer service?
All of our customer service is done via email at We do our best to respond to all inquiries within one business day.
Can I cancel or modify my order?
Orders typically cannot be canceled or modified once they are placed. Please contact us ASAP if you have an issue with your order.
Do you collect sales tax?
Any applicable taxes will be included in your total at checkout.
What forms of payment do you accept?
We only support paypal payment for now, and we will open all major credit cards later. Such as MasterCard, Visa, American Express and Discover.
How long does shipping take?
Similar to most online businesses, we’re experiencing some delays here at Candlelas with many customers purchasing gifts for the holidays. Most importantly, we’re operating with an abundance of caution as it relates to the health and safety of our team. Make sure to enter your shipping information during checkout to see your available rates. During the current season, we expect most orders to be processed within 1-3 business days. You’ll receive a tracking link as soon as your order ships. Rest assured, we’re working hard to deliver your order as soon as possible. Domestic Shipping: Our standard shipping typically takes anywhere from 7-15 business days. International Shipping: Depending on the location selected, international shipping typically takes up to 2 weeks to arrive.
Can I change my shipping address?
If you would like to make any change to an order you have placed, please contact us as soon as possible at, with your Order Confirmation Email. Once your order status has changed to “SHIPPED”, no changes can be made.
My order qualified for free shipping but the cart still has a shipping cost?
We currently offer free shipping once you add two normal sized candles to your shopping cart, as any subtotal over $90 or single order gross weight over 5kg will qualify for free shipping. If you apply for a discount, which may reduce your subtotal points, you will be disqualified for free shipping; In some cases, you may be able to save more on a discount than free shipping, so be sure to double check so you can get the best deal! Please note that free shipping does not apply to the following countries except the UK and France.
How do I track my order?
Once your order is shipped out, you will receive an email with tracking information. Note that it can take a couple of business days for tracking updates to reflect after your order is shipped.
My tracking number isn't working!
Don't worry! All packages take up to 24 hours to update as the carrier needs to receive the package and update it within their system after it's picked up from our warehouse, so it's likely your package will update by the end of the day. If there's any outstanding issues after 48 hours please contact us and we'll look into the situation :)
My package was lost/ stolen
We ship with only the most reliable carriers worldwide including FedEx, DHL, USPS, and UPS. Once the package has left our warehouse, Candlelas cannot be held accountable for lost, stolen or mis-delivered packages, but we want you to have the best possible experience with our company! Please contact the carrier assigned to your order and see if they have any insight. If they are unable to assist, please email us at so we can work with you to resolve this.
Do you offer international shipping?
We currently provide international shipping to Australia and some European countries, our freight standard is divided according to the weight of the package, please choose your own freight when checking out, you can expect the international package to arrive within two weeks, although it is usually a little faster! We ship to the following European countries: UK, France, Germany, Belgium, Luxembourg, Netherlands, Austria, Denmark, Italy, Ireland, Portugal, Spain, Sweden, Bulgaria, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, we hope to have more countries available in the future! ** Please note the following ** International shipping is not eligible for free freight
What's your return policy?
Most items can be returned within 30 days of placing an order. Any item marked "Special discount" will not be returned. Some items have a shorter return window. Do you need to return it? Send an email to, and we will process your return order as soon as possible.
What do I do if my item arrived damaged?
Please email us at for assistance. Make sure to include your order number, a brief description of the issue and pictures of the damage.