Shipping and refund policy

Exchanges and returns

Unfortunately, giving the current situation, we are unable to offer returns or exchanges.

 

Refunds 
If you need to modify or cancel your order for any reason before we ship it, please contact us at hello@candelae.ca, and we let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. However, if the package has already been shipped, we won't be able to refund you, and due to the current situation, we won't be able to accept any returns or exchanges for now. 

 

Shipping 
Candēlae relies on our friends at Canada Post to ship your orders wherever you and your loved ones live.

Once the order is placed, we will print the shipping label and give you the tracking number so you can follow its progress! Please keep in mind that timelines are not guaranteed by the carrier due to the current pandemic and that deliveries may take longer than expected.

Please note that this can be longer if you live in remote areas, and that there may be a slightly longer delivery time during the holiday season, and due to the pandemic situation.

You will receive your tracking number via email in order to track your package (this number will be active 24 to 48 hours after you receive it).

 

Lost package
We hope this won't happen but in 2020, nothing surprises us anymore. If your package seems to be lost, please contact Canada Post directly at +1 866-607-6301 with your tracking number. Their team will be able to provide you with the proper information.