Shipping policy

Processing time

Orders are packed in the order they are received. Please allow [PROCESSING TIME] for an order to be prepared and handed to the carrier. Processing time is separate from transit time.

During launches, holidays, and sale periods, processing may take longer than usual. If a delay is expected to be significant, we will contact you at the email address provided with your order.

Carriers and methods

We ship with [CARRIERS]. Available methods and their costs are shown at checkout before payment, based on your destination and the contents of your cart.

Delivery estimates provided by a carrier are estimates only. They are not guaranteed, and they do not include our processing time.

Domestic orders

We ship to addresses within [DOMESTIC SHIPPING REGION]. Standard domestic transit typically takes [DOMESTIC TRANSIT WINDOW] once an order has left the studio.

Free or discounted shipping, where offered, applies only to orders that meet the stated threshold at the time the order is placed, and may exclude certain destinations or methods.

International orders

We ship internationally to [INTERNATIONAL SHIPPING REGIONS]. International transit typically takes [INTERNATIONAL TRANSIT WINDOW], though customs processing can extend this.

Import duties, taxes, and customs fees are set by the destination country and are the responsibility of the recipient. These charges are not included in the price paid at checkout, and we are unable to estimate them in advance.

If a parcel is refused or returned because duties were not paid, any refund will be issued less shipping and any carrier charges incurred.

Tracking

A confirmation email is sent when your order is placed, and a second email with tracking details is sent once the parcel is collected by the carrier.

Tracking can take up to [TRACKING ACTIVATION WINDOW] to show movement after it is issued. If you have not received a shipping confirmation within [SHIPPING CONFIRMATION WINDOW] of ordering, please check your spam folder and then contact us at [CONTACT EMAIL].

Lost or damaged parcels

Candles are glass, and we pack them accordingly. If your order arrives damaged, contact us at [CONTACT EMAIL] within [DAMAGE REPORT WINDOW] of delivery with your order number and photographs of the item and the outer packaging, so we can resolve it with you.

If tracking shows a parcel as delivered but you have not received it, please check with anyone else at the address and with your local carrier depot first. If it still cannot be located, contact us and we will open an enquiry with the carrier. Carrier investigations can take [CARRIER CLAIM WINDOW] to conclude.

We are not able to take responsibility for parcels delivered to an incorrect address supplied at checkout. Please review your address carefully before confirming an order.

The current version of this policy is published at maya-candles.com/policies/shipping.