Shipping & Return Policy

Processing time

Every order is packed by hand. Once your payment clears, we prepare and pack your order within one to two business days.

Business days are Monday to Friday and do not include weekends or public holidays. Orders placed on a Friday evening, a weekend or a holiday begin processing the next business day.

During launches, holiday periods and restocks, processing can take slightly longer. If your order will be delayed beyond the normal window, we email you.

Shipping time

Once your order leaves us, delivery normally takes three to five business days.

So from the moment you order, expect your package in roughly four to seven business days in total — processing plus transit.

Transit times are estimates provided by the carrier, not guarantees. Weather, carrier backlogs and holiday volume can add days, and none of that is within our control.

Shipping rates and destinations

Shipping is calculated at checkout based on your address and the size of your order. You see the exact cost before you pay.

Fill in: your shipping rates or flat rate, your free-shipping threshold if you have one, which countries or states you ship to, and whether you offer an expedited option.

Tracking your order

You get a confirmation email as soon as you order, and a second email with a tracking number as soon as your label is created.

Tracking can take up to 24 hours to show movement after the label is made. If it has not updated after two business days, write to us and we will look into it.

Check your spam and promotions folders before assuming an email did not arrive.

Delivery problems

Once we hand a package to the carrier, responsibility for it passes to the carrier and to you as the recipient.

If tracking says delivered but the package is not there:

• Check around the property, with neighbours and with anyone else at the address
• Wait 24 hours — carriers sometimes scan a package as delivered a day early
• File a claim with the carrier, since they hold the delivery record
• Then write to us with your order number and we will help you follow it up

We are not able to refund or replace packages that the carrier confirms as delivered, or packages lost after a customer instructs the carrier to leave them unattended.

Incorrect addresses

Please check your shipping address carefully before you pay. We ship to the address exactly as you enter it.

If a package is returned to us because the address was wrong or incomplete, we can reship it once you cover the new shipping cost. Original shipping charges are not refunded.

Returns and refunds — all sales are final

All sales are final. We do not accept returns or exchanges, and we do not issue refunds for change of mind, a scent that is not what you expected, or an order placed by mistake.

This applies to every product we sell — candles, room and body sprays, and car diffusers.

There are good reasons for it. Everything is hand poured in small batches, fragrance is personal and cannot be judged from a description, and a candle or spray that has left our hands cannot be resold safely.

Because of this policy, please read the scent notes and product details carefully before ordering. If you are unsure which scent to choose, write to us first and we will help you pick.

What is normal in a hand-poured product

Small batch production means small variations. The following are normal characteristics of natural coconut wax, not faults, and are not grounds for a claim:

• Slight differences in colour or scent strength between batches
• Frosting, small bubbles or an uneven wax surface
• Minor differences between the product photo and the item you receive
• Scent throw that varies with room size, airflow and ceiling height

Burn times and coverage estimates are based on our own testing and are guidance, not guarantees.

Damaged or incorrect items

Decide before publishing. “All sales are final” normally still carves out items that arrive broken or are shipped in error — most card processors expect it, and a customer whose jar arrived in pieces will open a chargeback rather than accept a refusal. If you want that exception, tell us the claim window and we will write this section. If you genuinely want no exception at all, this section should be deleted so the page does not contradict itself.

Order changes and cancellations

Because we pack quickly, an order can only be changed or cancelled before it ships.

Email [email protected] immediately with your order number. If the order has not been packed, we will do what we can. Once it ships, the all-sales-final policy above applies.

Questions before you order

If anything here is unclear, or you want help choosing a scent before you commit, reach out. We would rather answer a question first than have you unhappy with an order you cannot return.

Email: [email protected]
Mail: DJAED KREYOL LLC, Bloomfield, New Jersey 07003, United States
Contact form: djaedkreyollite.com/contact-us