Shipping & Handling

Shipping & Handling

All orders are shipped directly from the United States.

Processing Times

Most orders are prepared and processed within 1-2 business days. Larger or custom orders, oversized pieces, or multi-box shipments may require an additional 1-4 business days. Each order is carefully packed by hand to ensure it arrives in beautiful condition.

Shipping Times

Standard shipping generally arrives within 4-7 business days once your package has left our studio. Transit times may vary slightly depending on the season, carrier, and destination.

Tracking and Lost Packages

If your tracking information has not updated for 5-7 business days, please contact us via email so we can assist with a carrier inquiry.

During official holidays and peak shipping seasons, carriers may experience high volumes and weather-related delays that are unfortunately beyond our control. We kindly appreciate your patience and understanding during these times.

Our small team works diligently to prepare and dispatch each order as quickly and safely as possible. We’re deeply grateful for your trust and support.

International Orders

For international shipments, the recipient is responsible for any import duties, taxes, or customs fees that may apply once the package arrives in the destination country. Shipments that are refused due to unpaid import or customs fees will not receive a refund for the original shipping cost.

Please ensure all international shipping addresses are valid and complete before placing your order.

Shipments that are unclaimed or undeliverable may be returned to us or disposed of by the local carrier. In the event of a return to sender caused by an incorrect, incomplete, or undeliverable address, a restocking fee of up to 15 percent may apply.

At this time, international orders are considered final sale and are not eligible for return.

Delivery Confirmation and Lost Packages

Once a package is marked as Delivered by the carrier (UPS, USPS, or FedEx) to the address provided at checkout, it is considered successfully fulfilled. At that point, responsibility for the package transfers to the recipient.

If your tracking shows Delivered but you cannot locate your package, please check with neighbors, household members, or your building’s management office. You may also contact the carrier directly to file a missing or stolen package claim using your tracking number. Our team is happy to help guide you through this process or provide documentation to assist with your claim.

Shipments that are delayed or lost in transit, provided that the address information entered during checkout was accurate and valid, may be eligible for a complimentary replacement or store credit after the carrier completes its investigation.

Address Accuracy and Order Modifications

Because our orders are processed promptly—often within minutes—changes or cancellations cannot be guaranteed once an order has been placed. Many of our products are made to order, and preparation often begins shortly after confirmation. We encourage reviewing all shipping details carefully before checkout to help avoid any address errors.

Shipments returned to us due to an incorrect or undeliverable address, refusal of package, recipient moved, or unpaid customs fees will have shipping costs treated as non-refundable. A restocking fee of up to 15 percent may be deducted from the subtotal amount eligible for refund.

Shipments that are abandoned or destroyed due to the recipient’s failure to retrieve them from the carrier’s location are not eligible for refunds or replacements.

Damaged or Defective Deliveries

If your order arrives damaged or defective, please contact us via email within seven days of delivery. Include photos of the damaged item, the shipping label, shipping box, and product packaging. After review, we’ll gladly arrange a replacement or provide store credit.

Need Help

For any shipping or tracking questions, please contact customercare@anaiscandle.com with your order number, and we’ll be happy to help.

Summary of Responsibility

Once a shipment is confirmed as Delivered by the carrier to the address provided at checkout, responsibility for the package transfers to the recipient. Any issues after confirmed delivery, including loss, theft, or misdelivery, must be resolved directly with the carrier. Shipping costs are non-refundable once an order has shipped.

Thank you for your understanding and support!

Anaïs Candle