Shipping, Returns and Refunds

Shipping Policy

We are delighted to offer swift and secure shipping for all Velvet Ember products.

  • Processing Time: All orders are handmade and processed within 1–3 business days. During peak seasons, processing may take up to 5 business days.
  • Pre-orders: If you accept a pre-order promotion, we will do our best to meet the advertised window for recipt but way may not guarantee that additional time may be necessary outside of this window. 
  • Shipping Rates: Shipping rates are calculated at checkout based on your location and order weight. Free shipping is available for orders over $XX.
  • Delivery Time: Once shipped, you will receive a tracking number. Delivery typically takes 3–7 business days within the United States.

If you have special shipping requests, please contact us.

Return Policy

At Velvet Ember, we take pride in the quality of our products and want you to love your purchase. If you are unsatisfied with your candle, we gladly accept returns under the following conditions:

  • Items must be unused and in their original condition.
  • Items must be inspected by the buyer immediately upon delivery and broken items in shipment reported to us within 5 days of delivery. Returns must be initiated within 10 days of delivery.
  • Returns must be approved (no blind returns)

To initiate a return, please contact us.. Please include your order number and reason for return.

Refund Policy

Once your return is received and inspected, we will communicate with you about the return. If approved:

  • Refund Method: Your refund will be processed to the original payment method within 3-5 business days.
  • Non-Refundable Items: Custom-made products, final sale items, and shipping fees are non-refundable.
  • Refunds on damaged orders: We take great care in packing your order so it does not become damaged. In the case of breakage during shipping, let us know within 5 days of delivery to be eligible for a refund. We reserve the right to ask for substantial photographic evidence of the shipping box, packaging and the item it's self. We will use this to improve our shipping and prevent further breakages. 

It is our goal to work to resolve any issue immediately.

Pre-order Policy

Pre-orders allow our customers to reserve products before they officially launch, ensuring they don’t miss out on popular or limited-edition items. Payment is typically collected at the time of purchase, and pre-order shipping dates are clearly outlined during checkout and in confirmation emails. While pre-order timelines may vary, customers will be notified of any changes, providing transparency and updates throughout the process. This system helps us gauge demand, manage inventory effectively, and offer exclusive access to our most anticipated releases. By participating in a pre-order, customers gain priority access while helping us deliver a seamless and sustainable shopping experience.