Exchange + Shipping

Refund + Exchange Policy:

  • Products in original, unlit/unused condition may be exchanged for another item within 14 days of receiving the order for shipping, and 7 days in store. We are also happy to offer a store credit that can be applied to a future order. The customer must contact us at woodandheartdesignco@outlook.com prior to returning the package to us to let us know that they will be sending the product(s) back. All shipping fees are the responsibility of the customer -- no exceptions. Shipping fees will not be returned. The products must be packed appropriately for shipping in order to be accepted for exchange. 
  • Should you receive a damaged item, let us know by email as soon as possible and we will do our best to rectify the situation. 
  • We are unable to offer refunds at this time.
  • We will not offer refunds or exchanges on previously lit wood wick candles for any reason. If you are struggling with your wood wick in any way, please contact us so we can assist you further. 

 

Shipping Policy: 

  • All of our products are hand made in small batches and require a production time (typically 5-10 days, and potentially longer in peak times--summer, major holidays, etc).
  • Shipping typically takes 5-7 business days in Canada, and longer internationally. If you have a question about the status of your order, please contact us at woodandheartdesignco@outlook.com. Should there be a reason for delay with your order, you will be contacted via email. Please check your junk mail if you think you should have received an email. 
  • If you provide the wrong address for whatever reason, please contact woodandheartdesignco@outlook.com with your name and order number as soon as possible to adjust it. Packages that have been mailed with the wrong address at the fault of the customer (customer failed to provide missing apartment number, wrong street name, number, etc.) will not be reshipped until the return shipping, as well as the additional shipping fee to ship the package back out to you is paid for. 
  • Should you not receive your package even though the tracking says delivered, you must inform us within 15 days so that we can do our best to track it by opening an investigation through Canada Post. Packages that cannot be tracked down after an investigation is implemented will be deemed "lost or stolen", after which we will not be able to accommodate further. A lost or stolen package is the sole responsibility of the customer.