Cancellations
If you have entered an incorrect address or phone number, you can modify or cancel your order within 12 hours. We will gladly assist you in rectifying the information.
In case you choose to cancel your order within 24 hours of purchase, a full refund will be provided. Please email us to cancel your order within 24 hours. For orders cancelled after 24 hours of purchase but before shipment, a 10% cancellation fee will apply. If the order has already been shipped, a 50% cancellation fee will be charged.
For any inquiries or concerns, please don’t hesitate to reach out to us: support@delphycandle.com.
Returns
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@delphycandle.com.
You will be responsible for the return shipping costs. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from your refund.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We recommend sending your return via a tracked/insured method, which can be tracked in the case of loss or theft. Delphy Candle will not be responsible for lost or stolen packages.
Items sent back to us without first requesting a return will not be accepted.
Delivery time may vary depending on your location. We cannot guarantee that we will receive your returned item.
You can always contact us for any return question at support@delphycandle.com.
Essential information for returns
1. Order details:
- Order number
- Date of purchase
- Item(s) to be returned (name&quantity)
2. Issue description:
- Reason (e.g., damaged/leaking product, scent mismatch)
- Photos of the issue (e.g., broken packaging, product defect)
3. Return preference:
- Return only / Return&refund
Template example
[Return Request]
Order #: XXXXXX
Item: Romantic Fragrance Plant Candle
Issue: Damaged product (photo link attached)
Request: Return&refund
All return/exchange order information must be presented directly, clearly, and completely in the email or our requested response method. We refuse any links that direct us to third-party websites to view order information. This is to prevent fraud and ensure our financial security. Thank you for your understanding.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns or refunds on used items, sale items or gift cards.
Exchanges
We only replace defective or damaged items. If you require a replacement of the same item, please email support@delphycandle.com.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you haven't received your refund, please check your bank account again. Then contact your bank. Refunds typically require some processing time before being credited to your account.
If you have done all of these steps and still haven't received your refund after 15 business days we refunded it to you, please contact us at support@delphycandle.com.
Please note, any exceptions to this policy will be taken into consideration and will otherwise, only be eligible for a refund at the discretion of Delphy Candle.
In the interests of preventing or investigating fraudulent activity: (a) we may contact you regarding returns activity which is suspicious, and/or (b) we reserve the right to deactivate any account which is engaged in suspicious activity.
