Payments & Returns
Payments& delivery
OUR PRODUCTS
All payments are processed securely by a third-party payment provider, and are protected by encryption. Should you return any of your order unopened and are due a refund, we will refund the value of your order via the payment method you originally used once the return has been received.
DELIVERY
Our online store automatically calculates the best shipping routes, rates, and handlers to make sure you receive your goods quickly and cheaply. We usually ship orders within 48 hours, and depending on the shipping options you choose, you should receive them within 3-5 working days.
Returns & Exchanges Policy
At Embers of Elysium, we take great pride in the craftsmanship of our premium candles. Because of the nature of our products, we have established the following policy to ensure fairness to our customers and the continued quality of our inventory.
Returns of Non-Defective Products
We want you to be satisfied with your purchase; however, we can only accept returns on items that are in their original, pristine condition.
Condition: Returns are only accepted on products that are unopened and unused. Due to the delicate nature of wax and fragrance, once a candle has been lit or the original packaging has been tampered with, it is no longer eligible for return.
Timeframe: Return requests must be initiated within [e.g., 14 or 30] days of delivery.
Shipping Costs: The buyer is responsible for all shipping costs associated with returning the item. We highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refunds: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a credit will be applied to your original method of payment.
Exchanges for Defective or Damaged Items
We hold our products to the highest standards. If you receive a product that is defective (e.g., a missing wick or a shattered vessel), we are happy to provide an exchange.
Process: Exchanges are only accepted for defective products. To be eligible, you must provide proof of the defect (such as a photograph) and return the defective product to us for inspection.
Replacement: Once the defective item is received at our studio, we will ship out a replacement of the same scent/style at no additional cost to you.
Damages During Transit: If your candle arrives broken due to courier handling, please contact us within 48 hours of delivery with photos of the damaged item and the packaging.
Items Not Eligible for Return
To maintain the integrity of our brand, the following are final sale:
Items that have been lit or had the wick trimmed.
Candles that have been removed from their original packaging.
Custom-made or personalized orders.
Sale items or "Seconds" (unless a functional defect is present).
How to Start a Request
To begin a return or report a defective item, please email info@embersofslysium.ca with your order number and the reason for your request. Please do not send items back to us without prior authorization, as they will not be processed.