WHAT KIND OF WAX DO YOU USE?
Our standard wax is a blend of paraffin, soy and other natural waxes. The Holiday 2022 Collection is a coconut blend wax.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Processing typically takes 3 to 5 business days. Any changes to this estimate will be posted at the top of the front page, or placed on the cart/checkout page. Packages shipped using USPS Priority typically spend 1-3 days in transit after shipment. First Class shipments may take a day or two longer than Priority. While we do our best to accommodate time-sensitive shipments, we cannot guarantee delivery on or by a certain day.
Larger orders that qualify for free shipping may take a bit longer to assemble and ship.
We ship regular postal orders every weekday, Mon-Fri. UPS orders ship less frequently, and tracking may not update for a day or two after your shipping notification. If you want your shipment to go out as soon as possible, we recommend USPS Priority.
DO YOU SHIP TO MY COUNTRY?
EDIT: Due to pandemic related issues, we have suspended international shipments—with the exception of Canada and the UK. Unfortunately, several packages shipped to foreign countries went missing. Check this page for any changes.
We ship to most countries worldwide. Free shipping offers are limited to U.S. orders. If you are unable to check out due to your location, it is likely because scented candles are prohibited from import to your country. ***Please be aware that your package may be subject to VAT or customs duties before the package is released to you. We are not responsible for these additional charges.
DO YOU OFFER GIFT SERVICES?
Yes! Please let us know if your order is a gift and if you'd like a message included. Make sure your shipping address is correct if you want the item(s) sent directly to the recipient. Orders marked as gifts will not include a packing slip.
WHAT IS YOUR RETURNS POLICY?
Returns are accepted within 20 days of delivery. Notification of intent to return must be submitted by email within 7 days of delivery, prior to return shipping. Used items are not eligible for returns. All shipping costs are the responsibility of the buyer.
Exchanges are treated like returns.
Our policy is to refund items that have been damaged in transit; we do not send replacements for damaged items. Please provide pictures when you contact us so we can file a claim with USPS.
Candles are susceptible to melting in transit when delivered to areas with extreme heat. (Looking at you, Phoenix, AZ!) Please consider ordering during cooler months or arrange to pickup your package at the post office to minimize time spent in very hot delivery vehicles. Werther & Gray ships all over the world and cannot be responsible for all weather conditions that may affect successful delivery of your candles. We don't refund orders that are damaged due to your local weather.
Shipments returned by the carrier (due to insufficient address, etc.) will be kept in storage until you contact Werther & Gray to refund or reship at your expense.
DO YOU WHOLESALE YOUR CANDLES?
We are not taking on any new wholesale clients. Sorry!
DO YOU OFFER CUSTOM DESIGNS?
No.
