** AT THIS TIME, WE ONLY SHIP WITHIN CANADA AND THE UNITED STATES
All orders are processed and shipped from Victoria, Canada within 4–6 business days. This includes all expedited shipping options—Canada Post Expedited, Xpresspost and Priority. Once shipped, domestic orders may take up to 7 business days to arrive, depending on location and ship method chosen at checkout. Tracking notification emails are sent as soon as the order is shipped. Ship time does not include order processing time.
AN IMPORTANT NOTE
Once a package is picked up and scanned in by our carrier, the shipping and delivery status is no longer within our control; we are unable to replace missing or stolen packages at this time. Please reach out directly to the courier for missing or stolen packages.
It is the customer’s responsibility to ensure the accuracy and safety of the shipping address provided. We will not be held liable for incorrectly entered shipping information or packages left, stolen or missing from an unreliable or unsafe shipping address.
Please consider shipping to an address where someone is always present to receive the delivery, i.e. workplace, etc.
Lunae Soulcare also ships with Canada Post for our USA customers. Shipping costs can be found at checkout.
USA destined orders are subject to duties, taxes, tariffs, and other fees per the destination country’s laws and regulations.
Lunae Soulcare is not responsible for these charges, nor do we reimburse any charges. Lunae Soulcare is also not responsible for packages that are refused due to high duties and taxes, packages that cannot clear customs due to country restrictions, or any additional package delays.If you decide to refuse your package or not pay the duties, it will be sent back to us. If you choose not to pay duties on import and return the package, we may refund the order less any shipping paid, less any shipping paid. The cost of shipping is paid directly to the shipping provider and therefore is not refundable.
FOR INTERNATIONAL CUSTOMERS
We regret that we do not offer shipping directly through our e–commerce site.
We do not ship to PO Box/P.O. Box addresses. Any order with a PO Box will be cancelled without warning. Please consider an alternate shipping destination when checking out.
RETURNS & REFUNDS
Due to the nature of our products, used candles cannot be returned or refunded. However, we are happy to replace or refund products damaged during shipment if photographic proof of damage is submitted to firstname.lastname@example.org within 3 days of arrival.
You may exchange your product for another candle of the same size and price within 14 days of purchase if the product is somehow damaged during shipping. The buyer is responsible for the shipping cost on all returned items. The exchange/return process must be started within 30 days of the original date of delivery and requires proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and a credit will be applied to your credit card or original method of payment within 2 business days.
SALE AND LIMITED EDITION ITEMS
We cannot accept exchanges or returns on sale items, gift cards, or limited edition products.
To return your product, you should mail your product to our home studio. Please contact email@example.com for return details.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.