At Lite Candles, every piece we create is handmade and customized to order, making it completely unique to you. We want you to love your experience with us, which is why we handle order updates and damages with the utmost care and transparency.
Order Confirmation & Deposit Policy
- 30% Customization Deposit: Because each of our candles is handcrafted and uniquely customized, we require a 30% deposit of the total order amount to confirm your purchase.
- Production: This deposit ensures we can secure materials and begin crafting your personalized candle with the dedicated care and attention to detail it deserves.
Damaged or Defective Items
If your custom candle arrives damaged or defective, please follow these steps within 24 hours of receiving your package to ensure a smooth, quick resolution:
- Document the Damage: Take clear, well-lit photos of the damaged product and its original packaging. Ensure the defect or breakage is clearly visible in the images.
- Contact Us Immediately: Send the photos, your full name, and your order number directly to our Instagram page within 24 hours of delivery.
- Do Not Discard: Please hold onto all packaging materials and the damaged product until our team confirms your next steps. Do not throw anything away prematurely.
Important Timelines & Resolutions
⚠️ The 24-Hour Window: We cannot be held responsible for any damage reported after 24 hours have passed since delivery. Please inspect your package immediately upon arrival and contact us right away if there is an issue.
Available Solutions:
Once our team confirms the damage or defect from your photos, we will gladly arrange one of the following options:
- Replacement: We will send you a brand-new replacement piece within one week, or coordinate the collection of the damaged item.
- Refund: If you paid digitally via Visa or an electronic wallet, we can process a refund of the amount paid back to your original payment method.