CUSTOMER SERVICE POLICY

This Customer Service Policy establishes unified service norms covering pre-sales fragrance consultation, order review, logistics arrangement and after-sales support. All clauses apply equally to global customers to deliver standardized, thoughtful cross-border shopping experiences without regional bias.

Our service team offers personalized guidance including fragrance tone introduction, seasonal scent recommendation, candle size selection, burning precautions and gift-giving collocation tips, helping users pick the most suitable aromas according to personal preferences and usage scenarios.

Once customer payment is confirmed successfully, our team will complete order verification, product inspection, shockproof and heat-resistant packaging and shipment scheduling within 1 to 3 business days. Wax candles are packed with anti-melting protective materials to avoid deformation and leakage during long-distance international transportation.

All cross-border orders follow the same worldwide delivery cycle. The estimated transit time for every region is 6 to 12 business days. Expedited shipping service will never be provided for any order to maintain consistent logistics treatment for all users globally.

All soy wax scented candles enjoy unlimited complimentary global shipping permanently. No checkout delivery fees, processing fees or regional extra surcharges will be generated. All monetary transactions are calculated and finalized uniformly in US dollars.

All orders come with a valid 60-day return window counted from the date customers confirm package receipt. Users may submit formal return requests within this period for candle leakage, jar breakage, wrong scent delivery and other non-artificial defective situations.

After returned candles arrive at our warehouse and pass official integrity inspection, all refund auditing, verification and fund release procedures will be fully finished within 5 to 10 business days. Refund funds will be transferred back to the original payment account in US currency.

All consultation messages, order issues, scent inquiries and after-sales applications are processed fairly regardless of order total value, purchasing area or consumption frequency. No preferential or discriminatory service arrangements will be made for any customer case.

We steadily upgrade service workflows combining global user feedback and American home fragrance e-commerce compliance standards. We improve consultation response speed, logistics tracking transparency and after-sales problem-solving efficiency continuously.

We uphold gentle, patient and responsible service attitudes. We value every fragrant home purchase closely linked to personal mood and indoor comfort, providing reassuring full-cycle shopping experiences for all global users.