Shipping and Returns

INTERNATIONAL SHIPPING

We send most international packages via UPS Worldwide. Shipping times vary depending on location, time of year and local postal service. On average, orders should arrive 3-7 business days after you receive tracking information.

International packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. International packages may be delayed by customs. Unfortunately, we at Brooklyn Candle Studio have no control over these circumstances. 

RETURNS & EXCHANGES

i. All of our products are carefully inspected before they are shipped. We do not offer refunds if the item(s) arrive(s) without damage, nor do we offer refunds for items that have been used in any way.

ii. We will replace or refund products damaged during shipment if photographic proof of damage is submitted to us at hello@brooklyncandlestudio.com within seven (7) days of delivery. You may also exchange your product for another candle of the same size and price within fourteen (14) days of purchase. The buyer is responsible for shipping cost on all returned items.

iii. We offer free replacements for any incorrect items received or items that are defective or damaged. To be eligible for a free replacement, you must notify us of the incorrect, defective or damaged item within fourteen (14) days of delivery by sending us an email at hello@brooklyncandlestudio.com and we will send you instructions to complete your exchange. We require photographic evidence that you received the incorrect item or that it is defective.

iv. Additional items ineligible for refund:

      1. Sale Items (including items purchased with a Discount Code) 
      2. Customized Items 
      3. Items marked “Non-returnable” on the product page 
      4. Gift Cards 
      5. Items returned more than 14 days after delivery 
      6. Lost or stolen items
      7. Any item that has been used or is not in its original condition, is damaged or missing parts for reasons not due to our error
v. We do not offer refunds on orders where the tracking states it has been delivered. We do offer reshipments.

vi. To complete your return, we require a receipt or proof of purchase.

Refunds

i. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

ii. If you are approved, then your refund will be processed, less the return shipping fees, and a credit will automatically be applied to your original method of payment, within 5-10 business days. Please see our Return Process below.

iii. Late or missing refunds
      1. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 
        Next contact your bank. There is often some processing time before a refund is posted. 
      2. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@brooklyncandlestudio.com and we will help you sort it out.

    Return Process

    i. To request to return your product, please e-mail hello@brooklyncandlestudio.com and we will provide you with a pre-paid shipping label along with instructions on where to ship your product and how to complete your return.

    ii. You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. We offer a flat return shipping fee of €15 for all return shipments under 5 lbs. For all return shipments over 5 lbs, you will be responsible for the full cost of return shipping. A restocking fee may also apply at our sole discretion. If you receive a refund, please note that the return shipping fee (and any applicable restocking fees) will be deducted from your refund.

    iii. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.  If you are shipping an item over €50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    iv. We reserve the right to modify our return and exchange policies at any time