terms of sale & shipping policies

refunds and returns

at & ivy, we strive to ensure your complete satisfaction with our products. due to the nature of our handcrafted items, we do not typically accept refunds or returns. however, if your product arrives damaged, please contact us promptly to discuss a replacement. for any other issues or concerns, feel free to reach out to us at the bottom of this page.

please note that the following circumstances are not eligible for replacements or refunds: wax products that arrive melted, buyer unhappy with scent or color, and candles not functioning properly due to user error. we encourage you to review our burning tips and candle safety information.

damaged or lost packages

we urge you to diligently monitor the tracking number provided via email once your order has been dispatched to ensure timely receipt. should your order be marked as 'delivered' but is not received, we recommend contacting your local post office for further assistance.

in the unfortunate event of a damaged or lost package, we advise you to immediately reach out to us using the form at the bottom of this page. we will then file a claim with USPS and replace your order pending if items are in stock. if the items are not in stock, we will communicate with you on a substitution. 

incorrect addresses & unexpected shipping fees

to avoid any delivery issues, please verify that your shipping address is accurate before completing your purchase. we cannot be held responsible for packages delivered to an incorrect address or returned to our shop due to address errors. If you realize an error in your address after placing your order, please contact us immediately so that we can make a note on your order.

customers are responsible for any customs duties, import fees, taxes, or other charges associated with international shipments. failure to pay these fees may result in the package being returned to us. in such cases, the package will only be resent upon payment of additional postage.

general shipping & handling information

please allow 7-10 business days for order processing. once your order has been dispatched, you will receive a confirmation email containing tracking information, including insurance details if purchased. orders containing fragile items, such as art prints, will be shipped separately at no extra cost to ensure their safe arrival.

summer shipping

during warmer months, wax products may be susceptible to melting during transit. our soy-blend waxes have a melting point of approximately 120-130 degrees fahrenheit. to mitigate this risk, we will only ship orders from monday through wednesday to facilitate same-week delivery.

please be aware that by purchasing from & ivy, you acknowledge and agree to all of the terms outlined above. these terms were last updated on 3/12/24.

thank you for your understanding and support.