What is your return policy?
I gladly accept returns on unused candles. Unfortunately, I cannot accept returns on candles that have been lit. If you are not completely satisfied with your order, send me a message and I will work with you to try and solve the problem.
You can read more on our Return Policy here.
Ready to Ship: 3-10 Days
Made to Order: 1-2 Weeks
Please note that Made to Order candles will be clearly marked in the Item Name or description.
Estimated shipping times:
United States: 3-5 business days
Canada: 2-3 weeks
Europe: 2-3 weeks
Australia, New Zealand and Oceania: 2-3 weeks
Asia Pacific: 2-3 weeks
We'll do our best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on the carrier. Due to COVID-19, it might take longer to receive your item CUSTOMERS ARE RESPONSIBLE for any customs and import taxes that may apply. We are not responsible for delays due to customs.
Lost/stolen items marked as delivered:
If a box is lost in the mail (i.e., tracking never updates/was never marked as delivered), we will start a search with the post office to locate it. If the box can be found, it will be sent on to the customer. If the box cannot be located, we will file a claim and if the claim is approved, we will send out a replacement. Please note that these processes take time! Please have patience as these are postal issues and not a reflection on the shop.
Please note that Mizu Crafts cannot be responsible for lost or stolen packages. If any package has been marked as "DELIVERED" and you cannot locate it, unfortunately, we cannot refund or replace these items. The tracking is my proof that it was delivered safely by the postal carrier.
You are responsible for entering the address correctly. If an address is entered incorrectly on the customer's part, Mizu Crafts is not responsible for resending or retrieving the items. You will not be refunded for your items. If an address is incorrectly entered due to an error on our part, the order will be resent at no cost to the customer.
If an order has been returned to us as undeliverable due to address/customer unavailability/customer non-responsiveness, shipping costs for original delivery cannot be refunded. It is the customer's responsibility to follow tracking as provided by Mizu Crafts or to follow up within a timely manner to check on delivery if an item has not been received in the expected time frame following shipment. If the item is returned to us, we will attempt to contact the customer immediately, in which they have 5 business days to respond. If they don't respond within that time, we will consider the issue resolved.
Undeliverable orders can be resent based upon agreement with the customer but new shipping charges are at the customer's expense. There is no place on the shipping labels for us to designate delivery instructions to the postal carrier.
International order: Once we have started an investigation on a lost order, we will keep you updated on the process. If us and the customer agree on a refund instead of resending the order, we can only refund the order price, not the shipping charges.
International Tracking Not Updating:
Sometimes items don't get scanned once they leave the US heading to another country or tracking is not guaranteed once it leaved the US. We can assist by putting in a search request with the post office but please be patient as they take very long to accommodate international requests. We will do our best to track down the package but these processes do take time.
We offer free shipping on all US orders. If a package must be resent, the buyer is responsible for any extra shipping costs. International shipments are calculated by weight, which can be seen at checkout. Base price varies by country. We base our rates on current USPS rates.
Each candle is wrapped in a layer a layer of bubble wrap, and individual boxes. The package may also contains packing peanuts and tissue paper for insulation. We cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package's safety after the post office delivers it. If you have a melting issue, we cannot guarantee a refund or exchange but we can address this on a case-by-case basis.
I gladly accept returns on unused product. Unfortunately, I cannot accept returns on items that have been used or opened. If you are not completely satisfied with your order, send me a message and I will work with you to try and solve the problem. I have the final say on any returns
Contact me within: 14 days of delivery
Ship items back within: 30 days of delivery
Request a cancellation within: 24 hours of purchase
Please contact me if you have any problems with your order.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
Custom or personalized orders
Items on sale
Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
To send an order as a gift, please leave us a note at checkout. We will send a gift receipt and note if requested.
Gift Purchase Return Policy
Gift orders can be returned for store credit only. Original buyer must be the one to contact about a refund. Item must be unused and in the same condition as you received. If you exchange for a item of lesser value, you will receive the difference in store credit. Returns are not allowed on custom or personalized items.