All sales are final, we do not guarantee fragile/ glass items unless additional insurance is purchased. Oshe Candles takes every precaution to ensure your item arrives safely, we have no control over circumstances once the package leaves our store. IT is encouraged to please inspect your package as soon as it arrives. If the item arrives broken, you must file a claim directly with the carrier in question. (i.e. USPS, Fed Ex, UPS, DHL, etc.)

Orders that are returned for any reason (wrong address, undeliverable, or any issue related to the address or delivery) or customers who cancel their orders after 24 hours are subject to the following policy:

 ⁃ Returned orders can be resent, the customer will be required to pay for additional shipping cost.
 ⁃ Customers who do not wish to receive the order will be issued a refund minus a 15 % restocking fee. 
 ⁃ Customers have 48 hours to request a refund to be issued minus the restocking fee.
 ⁃ Orders that are canceled are subject to a 15% restocking fee.

 For packages sent USPS priority mail, $50 insurance is already included with your shipping cost. You can file a claim directly with the USPS for reimbursement for broken/damage items. You will need to take pictures of the broken/damaged item and you also need to show proof of purchase for more information, please see link below:

https://www.usps.com/help/claims.htm 

While we do our best to get orders out quickly and in a timely manner, please be advised that our handling time can be anywhere from 1-5 business days depending on when your order was placed. 
If you have any questions about your order, please email oshecandles@gmail.com with your order number 

Please note: Shipping transit times should not be confused with order processing times.

Example: Priority mail2 day shipping means that when your order is dropped at USPS it will on average take 2 days to reach you. This does not mean your order is being processed in 2 days. 

In the event that a backstock item (s) will take longer than 14 days to arrive, you will be issued a refund automatically for the back order items. 

Items may go out of stock after purchasing. All out of stock items will automatically be refunded in 14 business days. 

USPS, UPS, FedEx are experiencing delays due to volume. They may not update their online systems right away. If your tracking number does not show movement, please be patient, it can take 24-48 hours to be updated in their systems. 

Missing order/ not received:

 Once the order leaves our store, we do not have any control over what happens to the package.

 Any claims for lost/ missing packages must be take-up with the mail carrier. We are not responsible for lost/missing, undelivered, or return orders; customers must contact the carrier in question to request an investigation or file a claim.

No refunds will be issued for lost/ missing packages that show packages/ items have been delivered. 

 Returned orders will be charged a 15% restocking if returned undeliverable and the customer chooses to cancel the order.
 

For orders being re-sent, the customer is responsible for new shipping label cost.  For additional security, signature confirmation is available and can be added to any order.