What are your shipping policies?
Killarney Candle Makers requires 24-72 hours to process your order depending on whether we have to make, wrap & label candles. Please allow longer time during peak candle season (September - December). If an item is not in stock, you will be notified via email and given an estimate as to when to expect shipment. Partial orders are not shipped until the entire order is available. You will be given the option to cancel in the email. Please check your spam / junk folders for our email or add our email address to your address book.
Returns made (at your expense) due to you receiving your order too late for your event will incur our 15% restocking fee. INTERNATIONAL - International shipping service.
International customers are responsible any customs and/or brokerage taxes/fees before delivery will be made. Please email us at info@killarneycandlemakers.com if you have questions before placing your order.
IMPORTANT INFO
• Please ensure shipping address is correct before completing your order. Include full address (country #, county #, townland , street, number, co. name, phone number etc.).
• Express shipping service times (3 Day, 2nd Day & Next Day) apply when the order is shipped, not when the order is placed. We cannot always get your order out on the next business day so please plan accordingly.
• These services are subject to change at any time.
Will my order arrive in time for Christmas? Courier/ An Post is our standard shipping service, however we do ship via Priority Mail to PO boxes, international orders, and at our discretion when Best Way or Flat Rate shipping is selected. Below is the Holiday schedule for your information.
SHIPPING DEADLINE: December 17 is the deadline for shipping to be in time for Christmas. Express shipping is available via An Post. Next Day Air, 2nd Day Air and 3 Day Select services do not include the date the order is placed or the next day when order is shipped in their guaranteed delivery timetable.
We try to ship the next day after the order is placed but if candles must be made, this could delay shipment one more day. Please order early - too avoid disappointment. If you are concerned about your order arriving in time contact us and we can determine which service is best. An Post Holiday Schedule Christmas Day - December 25 New Year's Eve - December 31, New Year's Day - January 1, In addition, the following holidays are recognized, but not observed: Most bank holidays. Christmas Eve - December 24
Will shipping in hot weather affect my candles?
Natural wax is a very soft wax and if kept in hot weather for long periods of time, will get soft and sticky. If you ship your candles via Courier during the very hot weather. Please be aware that your candles can be affected by severe exposure to hot temperatures of 80 degrees or higher for long periods of time. Courier/ An Post trucks are not air conditioned. Shipping within Ireland may not affect your candles, but International deliveries in hot weather can result in soft and sticky candles the further away from the shipping destination is.
Please keep this in mind when purchasing candles in the summer months and specifically when choosing fast way as your carrier of choice. Even though Fast way shipments are insured, Fast way Courier will not reimburse for melted candles so cannot be held liable for melted candles. Please order at your own risk or choose expedited air services. We package our either in shrink wrap on cardboard pads or in retail boxes so they are very snug and held in place tightly. If you are receiving them in hot weather (80 degrees or higher)...do not open them until you have taken the box inside and it has cooled for a period of time (room temperature or colder).
Placing the candles in the refrigerator for 30 minutes will help. For best results, do not take them out of the packaging (including bubble wrap) until they have cooled. Store at room temperature. For best results, please ensure you will be home to receive your package to avoid the candles sitting outside for a long period of time. To clean melted soy candle wax, use hot soapy water and rub off with a cloth. For palm wax candles, just wait until it hardens and it will scrape or peel off most surfaces.On certain surfaces where you don't want to risk scrape marks, use a hair dryer to melt the wax and then wipe melted wax up with a paper towel.
How do you handle returns, refunds and exchanges?
For undamaged items: Gift Items - if you are unhappy with your purchase for any reason, please email us with images within 3 business days of the date you received your order or email us and we will work in good faith to remedy your situation. If you are still unhappy with your purchase and wish to return an item, you must do so within 14 days to be eligible for refund or exchange. You must include the packing slip, along with a notation of reason for return. Item must be packaged in original packing material, very carefully so it will not be damaged on the return. Items that are damaged during transit back to us due to improper packaging will not be eligible for refund or exchange. Postage paid on original item will not be refunded. The original item should be returned to us, postage paid by the customer. No refunds or exchanges will be honoured until the merchandise has been returned to us in it's original packaging. All returns will incur a 15% restocking fee. All exchanges will incur the reshipping costs.
Candles - We do not accept returns on our candles if you do not like the scent or colour. Everyone's sense of smell is different and what may not be pleasing to you, is perfectly pleasing to someone else. However, we always like to get feedback to improve our products.
For damaged items: If you receive a damaged item, we will replace it at no cost to you. We must be notified within 2 days if an item arrived damaged. email immediately with clear images so we can contact the delivery company. All packing materials and damaged items must be kept by the customer for carrier inspection. Before we receive credit from the carrier, the carrier will contact you in order to inspect the box and the packing materials (in the case of some couriers, you may be required to take your damaged package to your local post office for inspection.) For international shipments, you will be required to work with us and your local postal carrier to resolve the issue. All orders are packed with the utmost care. If you received a broken item, chances are it was thrown around during transit.
To ensure a timely and accurate delivery of your candle/s please give a full address, contact number for the person receiving the candle/s.
We prepare orders from Monday to Friday.
Order placed on Friday will be prepared on Monday and despatched within 1-3 working days.
