Shipping policy

Shipping & Processing

Scented products (candles, wax melts, incense, room spray, body mist, soaps, lotions, etc.) are handmade and shipped from: 2151 Clarence Ave, Lakewood, Ohio 44107.

Because these products are handmade, please allow 7 business days for processing before they ship. Selecting an expedited shipping option will not reduce processing time.

Non-scented merchandise (apparel, home goods, stationery, tech accessories, etc.) are made to order and shipped directly from our production partner. These items may ship separately from the rest of your order and may have different delivery times.

International Shipping

We ship worldwide, with a few exceptions due to conflict zones. International shipping is more expensive due to air freight requirements.

International orders may incur import duties or taxes based on the destination country. These charges are not included in your order total and are the customer’s responsibility.

Order Tracking

Once your order ships, you’ll receive tracking information by email.

Once a package has been handed off to the shipping carrier, we are not responsible for delays, lost, or stolen packages. If your package is marked as delivered but hasn’t arrived, or is delayed in transit, please contact the shipping carrier directly.

Returned Packages

If a package is returned to us due to:

  • An incorrect or incomplete address
  • An incorrect or incomplete name
  • Failure to pay customs or import fees
  • Refused delivery

We will not issue a refund. Please double-check your shipping details before placing your order.

Replacements & Refunds

We do not accept returns. In most cases, if your order arrives damaged, incorrect, or defective, we will send you a replacement.

If you prefer a refund instead of a replacement, please let us know when you contact us.

No Exchanges: We do not offer exchanges. If there is an issue with your order, please contact us for a replacement or refund.

To request a replacement or refund, email info@qandle.store within 14 days of delivery. Please include:

  • Your order number
  • Clear photos of the issue
  • A short description of what went wrong

We’ll review your request and let you know the next steps. Approved refunds will be issued to your original payment method within 10 business days. Processing times may vary depending on your payment provider.

If it’s been more than 15 business days since your refund was approved and you haven’t received it, email us.

Damaged Packages

If the shipping box is visibly damaged, the issue occurred during transit. Please file a damage claim with the shipping carrier directly. We are not responsible for damage caused by the carrier.

If the items inside are damaged but the outer box is intact, contact us within 14 days of delivery. Include your order number and clear photos so we can help.

Non-Refundable Items

We do not offer refunds for the following:

  • Custom or personalized items
  • Made-to-order items (unless defective or incorrect)
  • Sale items or gift cards
  • Orders returned to sender due to address errors or customs issues

European Union Customers – Right to Cancel

Under the EU Consumer Rights Directive, customers have the right to cancel or return certain orders within 14 days of receipt.

However, this right does not apply to:

  • Custom-made items
  • Personalized goods
  • Made-to-order products

Because all of our products are custom, personalized, or made to order, we do not accept cancellations or returns under the EU cooling-off period.

If your item arrives damaged or incorrect, please contact us within 14 days of delivery at info@qandle.store so we can help resolve the issue.