SHIPPING & RETURNS

Late Updated：11／08／2026

Thank you for purchasing handmade candles, fragrance products, DIY kits and related items from Peaceful Candles Studio.

This page explains the delivery arrangements for physical candles, fragrance products, DIY kits and related items purchased from Peaceful Candles Studio. Due to the handmade and fragrance-based nature of our products, all sales are final and products are not eligible for returns, exchanges or refunds, except where an item arrives defective, damaged, incorrect or incomplete.

For rescheduling, cancellation and refund arrangements for workshops, group classes, private bookings, corporate events and other teaching services, please refer to our Terms and Conditions.

By placing an order, you confirm that you have read, understood and agreed to this policy.

1. Order Confirmation & Processing Time

After successful payment, you will receive an order confirmation email or message. This confirmation means that we have received your order; it does not mean that all items have been prepared or handed over to the courier.

Unless otherwise stated on the product page:

In-stock items are generally processed and dispatched within 3–5 business days after payment is confirmed.
Handmade, customised, engraved, specially coloured, seasonal limited-edition or pre-order items generally require 7–10 business days to produce. Actual lead times are subject to the product page, order confirmation or our notification.
Business days exclude Saturdays, Sundays, public holidays, severe weather days and any studio closure dates announced in advance.
If an order includes both in-stock and customised or pre-order items, we may ship all items together once they are ready. If you would like separate shipments, please contact us before placing your order. Additional shipping fees may apply.
If an item is out of stock, materials are delayed, delivery details are incomplete, payment cannot be confirmed or any other issue affects fulfilment, we will contact you as soon as possible to arrange an alternative, delayed dispatch or refund.

Please ensure that you provide the correct recipient name, telephone number, email address and complete delivery address when placing your order. Any delay, returned parcel, re-delivery or additional charge caused by incorrect customer information, an incomplete address, an unreachable recipient or refused delivery will be the customer’s responsibility.

2. Delivery Areas & Methods

We currently offer the following delivery options within Hong Kong:

SF Express Door-to-Door Delivery: Approximately 1–3 business days after dispatch
SF Express Service Centre, Smart Locker or Partner Pickup Point: Approximately 1–3 business days after dispatch
Studio Pickup: Collect your order at the designated time after receiving a “Ready for Collection” notification

For orders below HK$500, you may choose SF Express shipping paid by the recipient upon delivery or pay the shipping fee when placing your order. Shipping fees vary according to the delivery method and total parcel weight.

Enjoy free local Hong Kong delivery on orders of HK$500 or above. Free shipping applies only to the net value of products within a single order and does not include expedited-service charges, remote-area surcharges, re-delivery fees or other special service fees, unless otherwise stated by Peaceful Candles Studio.

Remote Areas & Special Addresses

Deliveries to remote areas, outlying islands, hotels, airports, piers, exhibition venues, restricted areas or other locations classified by courier services as special-service areas may require additional delivery time and charges.

Where applicable, we will notify you of any additional arrangements before dispatch. If an arrangement cannot be reached, we may cancel the relevant order and refund any unused payment.

International Delivery

International delivery is currently unavailable.We currently provide local Hong Kong delivery and studio pickup only. Overseas shipping is not available at this time.

3. Dispatch Notifications, Tracking & Receiving Orders

Once your order has been handed over to the courier, we will notify you by email, WhatsApp, SMS or another suitable method. Where applicable, we will also provide a tracking number or tracking link.

Delivery times are estimates only and are not guaranteed. Actual delivery progress may be affected by courier arrangements, traffic, weather, peak holiday periods, address accessibility, customs procedures and other factors beyond our reasonable control.

Self-Pickup Orders

Please collect your parcel within the collection period specified by the courier or pickup location.
Uncollected parcels may be returned to our studio or subject to additional charges imposed by the courier.
Any re-delivery fees, administrative charges or other costs resulting from late collection, refusal of delivery or an incorrectly selected pickup point will be the customer’s responsibility.
If a parcel is returned to our studio, we will contact you to arrange re-delivery. If we do not receive a response within 30 days, Peaceful Candles Studio reserves the right to handle the parcel as appropriate. Any shipping fees already paid are non-refundable.

If you authorise a building management office, family member, colleague, neighbour, hotel reception or any other person to receive your parcel, the parcel will be considered successfully delivered once it has been received or signed for by that authorised person.

4. Please Inspect Your Order Upon Receipt

Handmade candles, glass containers and fragrance products may be affected by shipping conditions. To protect your rights, please inspect your parcel immediately upon receipt and check:

Whether the outer box or packaging shows visible damage, crushing, leakage or signs of having been opened
Whether the quantity, style, fragrance, colour and size of the products match your order
Whether any item is broken, severely scratched, leaking wax, missing parts or has other visible damage

If your parcel appears seriously damaged while the courier is present, please take photos or videos where reasonably possible, keep the waybill and packaging, and report the issue to the courier.

If you receive an incorrect item, a missing item or an item that arrived damaged, please contact us within 48 hours of signing for or collecting the parcel and provide:

Order number
Recipient’s name and contact details
Clear photos of the product and outer packaging
An unboxing video, if available
A detailed description of the damage, missing item or incorrect product
Courier waybill or pickup record, where applicable

Please retain the product, original packaging, protective materials, labels, accessories and all related information until the case has been fully resolved.

If you do not notify us within the above timeframe or cannot provide reasonable supporting evidence, we may be unable to pursue the matter with the courier or supplier and may not be able to process the claim.

5. Damaged, Incorrect or Missing Items

If, after reasonable verification, we confirm that an item was defective before dispatch, arrived damaged, was sent incorrectly or is missing from your order—and the issue was not caused by improper use, storage, handling or accidental damage by the customer—we may offer one of the following resolutions, depending on the circumstances:

Send the missing item or accessory
Replace the item with the same product or an item of equivalent value
Provide store credit
Arrange a full or partial refund for the affected item

If an item needs to be returned, we will provide return instructions. Please do not return any item without our prior approval. We may be unable to accept unauthorised returns or cover their shipping costs.

If we confirm that the issue was caused by an incorrect shipment, missing item, delivery damage or product defect not caused by the customer, we will arrange reasonable return shipping or collection methods on a case-by-case basis.

6. No Returns, Exchanges or Refunds

Due to the nature of candles, fragrance products, handmade items and DIY kits, as well as hygiene, safety and quality considerations, all sales are final. Except for confirmed product defects, delivery damage, incorrect items or missing items described in Section 5 of this policy, products are not eligible for returns, exchanges or refunds.

The following circumstances do not qualify for a return, exchange, refund or compensation:

Change of mind, no longer needing the item, duplicate orders or ordering the wrong product
Personal preferences regarding scent, colour tone, texture, size, design or packaging
Reasonable variations in colour, texture or appearance caused by screen displays, photography lighting or the handmade nature of the product
Products that have been lit, used, tested for scent, unsealed, cleaned, altered, damaged or not stored according to instructions
Customised, personalised, engraved, made-to-order, specified fragrance, specified colour, specified packaging or other customer-requested products
Sale items, clearance items, lucky bags, samples, display items or products marked as non-returnable and non-exchangeable on the product page
Gift cards, e-vouchers, discount codes, digital content and any service that has been activated or used
Melting, deformation, fading, breakage, wax leakage or scent changes caused by high temperatures, direct sunlight, humidity, impact, dropping, improper burning, improper storage or other human factors
Issues arising after an order has been received or signed for by the courier, building management office, family member, friend, colleague or another authorised person, where the issue is not caused by a product defect

Handmade candles and natural or plant-based wax products may show minor colour variations, surface air bubbles, frosting, shrinkage, uneven wax surfaces, variations in fragrance intensity, decorative placement differences or differences between container batches.

These are reasonable characteristics of handmade production and the materials used, and are not considered product defects.

7. Refunds for Confirmed Defect Cases

Refunds will only be considered where Peaceful Candles Studio confirms that an item is defective, arrived damaged, was sent incorrectly or is missing, as described in Section 5, and where a replacement or re-delivery is not suitable or cannot be provided.

If a refund request is approved:

Refunds will generally be made to the original payment method. If this is unavailable, we will agree on a reasonable alternative refund method with you.
We generally process refunds within 14 business days after confirming the case and, where applicable, receiving and inspecting the returned item.
The actual time for funds to appear in your account depends on the processing times of your bank, card issuer, payment platform or e-wallet provider.
The refund amount will be based on the actual amount paid for the affected item.
If we confirm that the issue was caused by a product defect, incorrect shipment, missing item or delivery damage, reasonable related shipping costs will be handled on a case-by-case basis.
We reserve the right to decline a refund request if the item has been used, lit, damaged or discarded, or if reasonable supporting evidence cannot be provided.

8. Order Cancellations

If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible at peaceful.candleshk@gmail.com or via WhatsApp at +852 5982 3549, and provide your order number.

We will do our best to assist. However, once an order has been confirmed, processed, packed, produced or handed over to the courier, cancellation may no longer be possible.

The following orders are generally not eligible for cancellation or refund:

Orders that have been dispatched, handed over to the courier or notified as ready for collection
Orders for which production, packing, engraving, customisation or procurement of specific materials has begun
Customised, personalised, pre-order, sale, clearance, lucky bag, gift card, e-voucher, digital-content or service-related orders
Orders that have already incurred payment-platform fees, material costs, packaging costs, administrative fees, design fees or other reasonable costs

If we accept an order cancellation, we will confirm the refundable amount and refund arrangement at the time of cancellation.

9. Candle & Fragrance Product Safety

All candles, fragrance products and handmade items should be used and stored according to the product label, packaging instructions and general safety guidelines.

Place candles on a stable, heat-resistant surface away from flammable materials.
Never leave a burning candle unattended.
Keep candles out of reach of children and pets.
Avoid leaving products in direct sunlight, high temperatures, humid environments, enclosed vehicles or near heat sources for extended periods.
Fragrance perception is subjective and may be affected by room size, ventilation, temperature and individual sensitivity to scent.
If you are sensitive or allergic to fragrance oils, essential oils, waxes or other ingredients, please review the ingredient information on the product page or contact us before purchasing.
If a product is damaged, leaking abnormally, has a cracked container, produces smoke, burns unusually or raises any other safety concern, stop using it immediately and contact us.

11. Contact Us

If you have any questions about delivery, orders, returns, exchanges or refunds, please contact:

Peaceful Candles Studio

Email：peaceful.candleshk@gmail.com

WhatsApp／Tel. No.：5982 3549

Address: Room B12, 12/F, Efficiency House, 35 Tai Yau Street, San Po Kong, Hong Kong

Service Hours: Monday to Friday, 11:00 am–7:00 pm

To help us handle your enquiry more efficiently, please include your order number, name, contact details and relevant photos or videos, where applicable.