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Frequently Asked Questions


HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Currently, processing takes 1 to 3 business days. Packages are shipped using USPS Priority, which will typically spend 1-3 days in transit after shipment. While we do our best to accommodate time-sensitive shipments, we cannot guarantee delivery on or by a certain day.

DO YOU SHIP TO MY COUNTRY?

We ship to most countries worldwide. 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 and will be wrapped only upon request.

WHAT IS YOUR RETURNS POLICY?

Returns and exchanges are accepted within 14 days of delivery. Notification of intent to return must be submitted within 7 days of delivery, prior to return shipping. Used items are not eligible for returns or exchanges. All shipping costs are the responsibility of the buyer.

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.

DO YOU WHOLESALE YOUR CANDLES?

We offer wholesale pricing for Werther & Gray and Parlour Wicks. To apply for wholesale access, click here.

DO YOU OFFER CUSTOM DESIGNS?

Generally, no. But we will discuss the possibility of a custom project with established wholesale clients.