Shipping & Returns

Processing your order

Orders are processed within 1 to 2 business days. Because everything is hand-poured in small batches, we check each item before it's boxed rather than pulling it straight off a shelf.

Orders placed on a weekend or public holiday begin processing the next business day. During launches, restocks, and the holiday season, processing can run slightly longer — we'll say so on the site if that's the case.

You'll receive an order confirmation as soon as you check out, and a second email with tracking as soon as your parcel is collected.

Delivery

Once collected, parcels typically arrive within 3 to 5 business days. Delivery estimates are provided by the carrier and are not guaranteed — weather, holidays, and carrier backlogs can all add time.

Shipping costs are calculated at checkout based on your address and the size of your order.

Where we ship

We currently ship within the United States only. That includes all 50 states. We don't ship internationally at this time.

Tracking your parcel

Your tracking link arrives by email the moment your parcel is handed to the carrier. It can take up to 24 hours for the first scan to appear — until then the link may show no movement, which is normal.

If tracking hasn't updated in 5 business days, email us at [email protected] with your order number and we'll chase it with the carrier.

Delivery address

Please double-check your address at checkout. We can only change it before an order is packed, so email us straight away if something is wrong.

Parcels returned to us because of an incorrect or incomplete address can be reshipped, but the customer is responsible for the second shipping charge.

Once a carrier marks a parcel delivered, responsibility passes to you. If a parcel is marked delivered but hasn't arrived, check with neighbours and your building's mail room first, then contact us within 7 days and we'll help open a claim with the carrier.

Returns

Cancelling an order

If you need to cancel, email [email protected] immediately. We can usually cancel an order that hasn't been packed yet. Once it's packed or handed to the carrier, it can't be cancelled.

Damaged or incorrect items

All sales being final doesn't mean you're stuck with a broken candle. If your order arrives damaged, or we've sent you the wrong item, we'll put it right.

• Email [email protected] within 7 days of delivery.
• Include your order number, a photo of the item, and a photo of the outer packaging.
• We'll send a replacement or issue a refund — whichever you prefer.
• You won't need to ship anything back to us.

What isn't a defect

Coconut wax is a natural material, and hand-pouring means small variations between batches. The following are characteristics of how our products are made, not faults:

• Frosting — a fine white crystalline bloom on the wax surface.
• Slight colour variation between batches of the same scent.
• Uneven wax surface after a burn, or small marks where the wax meets the glass.
• Scent strength varying with room size, ceiling height, and airflow.

Our Candle Care Guide explains each of these and how to get the best burn from your candle.

Questions

Anything about an order, a delivery, or a damaged item — email [email protected] with your order number and we'll come straight back to you.

Pure Haven Candles LLC, 34 Prospect St, Suite 10, East Orange, NJ 07017.