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SHIPPING & RETURNS

SHIPPING POLICY

  1. Processing Time: Orders are processed within 5-7 business days. You will receive an email notification once your order has been shipped.

  2. Shipping Rates: Shipping costs are calculated at checkout based on your location and the weight of your order. We offer standard, expedited shipping options.

  3. Shipping Carriers: We use trusted carriers like Delhivery for all shipments. You’ll receive tracking details once your order has been dispatched.

  4. Delivery Times:

    • Domestic orders: Typically arrive within 7-10 business days.

  5. Order Issues: Please double-check your shipping address before placing an order. We are not responsible for delays caused by incorrect information provided by the customer.  

  6. Lost or Damaged Items: If your order is lost or damaged during transit, please contact us within 7 days of receiving your tracking info, and we will assist with the claim process.

RETURN & EXCHANGE POLICY

At Pap n Ham Haus, we want you to love your candles! However, due to the nature of our products, we do not accept returns on candles. We understand that sometimes things don’t go as expected, so we offer an Exchange Policy for items that are defective or broken upon arrival.

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Exchange Policy:

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  • Eligibility for Exchange:

    • We offer exchanges only for defective or damaged items.

    • If your candle arrives broken, damaged, or is otherwise defective, please contact us within 3 days of receiving your order.

    • We do not accept exchanges for candles that have been used or burned.

  • How to Claim an Exchange:

    • To initiate an exchange, you must provide evidence of the issue.

    • Important: Please record an opening video while unboxing your parcel. This video should clearly show the condition of the packaging and the product as you open it.

    • Send the video, along with your order number if any and a brief description of the issue, to papnham.candles@gmail.com or via our customer service phone line.

  • Exchange Process:

    • Once we receive your exchange request and video, we will assess the issue.

    • If your claim is approved, we will send you a replacement item at no additional cost.

    • If the product is out of stock, we will offer you a store credit or a different product of equal value.

  • Shipping Costs for Exchanges:

    • In the case of an exchange due to defect or damage, we will cover the cost of return shipping and send you a new item at no extra charge.

    • If you choose to exchange for a different item, you may be responsible for any price differences and shipping costs.

  • Non-Exchangeable Items:

    • We cannot accept exchanges for candles that have been opened, used, or are not in original condition (except in cases of defect or damage).

    • Sale items and custom orders are also not eligible for exchanges.

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