RETURN AND EXCHANGE POLICY
We do not offer returns or refunds. However, we want you to have a great shopping experience with us so we will replace items if necessary. Please review the following policies for more information regarding our terms and conditions.
+Please inspect your order immediately upon arrival. Contact us right away if your order is defective, damaged or incorrect. If this happens, we will gladly send you a replacement of the damaged items that are unable to be used.
+If you receive your order and it is broken and unusable, please let us know within 48 hours of the stamped delivery time. We will ask that you send the following photos right away to info@pourgirlcandles.com
1. A clear and up-close photo of the damaged product. This must include any broken glass and our label.
2. A photo of the shipping box, including the packaging and any damage.
3. A photo of the shipping label on the damaged box.
Once the above information is received, we will initiate a replacement order. Upon approval, a replacement will be sent, and we ask that you discard of the damaged, potentially dangerous item(s).
+ If the order you received in the mail does not match up with what you ordered, please contact us within 48 of the stamped delivery time at info@pourgirlcandles.com with the following:
1. Your name and order number.
2. A photo of the product received.
Incorrect orders will be handled on a case-by-case basis.
+ Once an order leaves our studio, it becomes the responsibility of the carrier. We are unable to process any refunds or returns if any item is lost, stolen or delivered to the incorrect address.
+ If you have arranged for in-person pickup, you will be given a 15-minute pickup window. If you have not arrived within your timeframe, you'll be unable to reschedule, and you will then be responsible for all shipping costs associated with your order. Refunds will not be given due to missed pickup appointments.
+ There will be no address changes permitted once your order is submitted. If you need to change your shipping address, please reach out to the carrier once your order has shipped and you have the tracking information.
+ If you have not received your order in the carrier's estimated timeframe, please contact the carrier to file a claim.
+ If you would like to exchange your new, unused item, you are welcome to do so within 14 days from the date of purchase. Buyers are responsible for all shipping costs related to the exchange including but not limited to all shipping fees associated to the returned item(s) as well as the new item(s). We will ship the new items once the original, unused item has been returned to us. Please email us to let us know you would like to initiate the return process at info@pourgirlcandles.com.