FAQ

How long does shipping take?
Delivery times vary by location, typically between 5-20 business days, though some destinations can take up to 50 days depending on customs processing. We know that's a wait each item is shipped directly from our makers, not a warehouse, so please be patient.

Where do you ship from?
Our products are shipped directly from our partner workshops. This lets us offer better prices and unique, handcrafted items the tradeoff is a longer delivery window than big-box retailers.

Which countries do you ship to?
We currently ship to most countries across North America, Europe, Asia-Pacific, and select other regions. If you don't see your country at checkout, we're not able to ship there yet  we're always expanding, so check back soon.

Do I have to pay customs fees?
For some international orders, your local customs office may charge additional duties or fees on delivery. These are outside our control and vary by country.

How do I track my order?
Once your order ships, you'll receive a tracking number by email. You can also check order status anytime in [Track Your Order].

What payment methods do you accept?
We accept PayPal and all major credit cards through our secure checkout.

Can I change or cancel my order?
If your order hasn't shipped yet, contact us as soon as possible and we'll do our best to help. Once an order has shipped, it can no longer be changed or canceled.

What if my item arrives damaged?
Contact us right away with a photo of the item and we'll make it right. See our [Shipping & Returns] page for full details.

Can I return or exchange an item?
Yes please see our [Refund Policy] page for the full details on returns and exchanges.

Why does my item look slightly different from the photo?
Every piece is made from natural wood, so grain patterns and coloring vary slightly from item to item. That's part of what makes it one of a kind not a defect.

How do I use your candles safely?
Trim the wick before lighting, keep candles away from drafts, and never leave a burning candle unattended. Full care instructions are included on each candle's product page.

Is there free shipping?
Yes! Orders over a certain amount qualify for free shipping the exact threshold depends on your location and is shown at checkout.

How can I contact you?
Reach out through our [Contact page] — we usually reply within 24-48 hours.