Frequent questions
Missions
How long will it take for me to receive my order?
Most orders are processed within 1-2 business days. During peak periods there may be deviations in the preparation and shipping time of the order.
You will receive a tracking link once your order has shipped.
Rest assured, we are working hard to deliver your order as soon as possible.
Domestic Shipping: Standard shipping usually takes 2-3 business days.
The tracking number does not work
Do not worry! All shipments take up to 24 hours to be updated as the carrier must receive the package and update their system after receiving it from our warehouse, so it is possible that your package will be updated by the end of the day. If there are any outstanding issues after 48 hours, please contact us and we will be happy to serve :)
My shipment was lost
We only ship with the most trusted carriers including Biz Courier & Box Now Lockers.
Once the package leaves our warehouse, Candelinas cannot be held responsible for lost or stolen packages, but we want you to have the best possible experience with our company!
Contact the carrier designated for your order and see if they have any information.
If they cannot help, please email us at support@candelinas.com so we can assist you.
Do you ship worldwide?
We currently ship to Greece, Cyprus, Germany, France and the Netherlands.
Returns
How can I return my order?
We will gladly accept the return of products you purchased directly from us at www.candelinas.com.
You will need to email us within 14 days of delivery at support@candelinas.com with your name, order number and reason for your return.
You must then return the product to us in the exact condition you received it in, unused.
We will check your order within 7 working days, and if the condition of the products is approved we will refund the amount to your original payment method.
What if my order arrives damaged?
We take every precaution to ensure that your order reaches you as quickly and safely as possible, however on rare occasions breakage does occur in transit.
In this case, send us an email at support@candelinas.com with the following:
Photos of the packaging and products, the quantity of broken products as well as the order number and we will replace them as soon as possible.
Request a refund or replacement if you believe your order has a manufacturer's defect by following the steps above so we can resolve your issue as soon as possible.
Payments
What forms of payment do you accept?
We accept all credit/debit cards and Paypal. You can also pay by cash on delivery.
Why has my order been cancelled?
Although this is rare, we will occasionally cancel orders suspected of fraud.
We have metrics in place to protect all our customers and if fraud is suspected, an order may need to be cancelled. If this happens, we will contact you immediately with an explanation.
Candelinas reserves the right to cancel any order.
Didn't find what you were looking for?
Send us an email and we will be happy to serve you.