Refunds and Returns
Due to the nature of my products, I do not accept refunds or returns. If your product arrives broken, please contact me promptly to discuss a refund or replacement. In the case that a refund is issued, postage will not be refunded, only the cost of the products. Refunds may take up to ten business days to process. If you have a separate issue, please don't hesitate to reach out (insert link).
The following will not be accepted for refunds: lost or damaged packages, wax products that arrive melted, and candles not working properly due to user error. Review our burning tips and candle safety information here (insert link).
Damaged or Lost Packages
All damaged or lost packages are the responsibility of USPS. Please IMMEDIATELY fill out the claims form on the USPS website with information provided on the shipping label, proof of insurance, value, and photos to prove the damage. In some cases, USPS may require an in-person review. No guarantees are given for the filed claims. Further instructions can be found on the link above.
Be diligent about checking the tracking number provided to you via email once your order has been shipped. This will help to ensure that the package is received the day it is delivered and that theft does not occur. If your order was marked ‘delivered’ but is not at your home, contact your local post office for further investigation.
Incorrect Addresses & Unexpected Shipping Fees
Please triple-check that your address is correct when purchasing from my store. I am not responsible for packages delivered to the wrong address or sent back to my shop. If the wrong address was submitted, please contact me immediately so that I can place a note on your order. If an order is sent back, the package will not be re-sent until postage has been re-paid.
Customs duties, import fees, taxes, and so on are the responsibility of the customer. If the fees are not paid by the customer, and the package is returned, the package will not be re-sent until postage has been re-paid.
General Shipping & Handling Information
Please allow 5-10 business days for processing. All orders, once sent, will be confirmed with an email providing tracking, which includes insurance. Packages with fragile items, such as art prints, will ship separately for no extra cost.
During the warm weather months, wax products risk the possibility of melting during shipping. The waxes I use are soy-blend that melt around 120-130 degrees F. During these months, I will only ship orders Monday through Wednesday to try to ensure same-week delivery.
As the customer, you are assuming the risk of candles arriving melted due to high temperatures in the shipping process or once it has been delivered. Products left outside will melt. Although preventative measures are taken, I am unable to control what happens once the package has been shipped. As stated above, refunds will not be given for melted products.
By purchasing from & ivy, you are agreeing to all terms. Last updated: 3/25/23