Return Policy
At Library Lights, we understand that sometimes a candle may not meet your expectations or arrive in perfect condition. That's why we have a straightforward return policy to ensure your satisfaction.
RETURNS
If you wish to return a candle, please do so within 30 days of your purchase. Unfortunately, we cannot offer refunds or exchanges after this time period.
To be eligible for a return, the candle must be unused and in the same condition as when you received it. Additionally, it should be in its original packaging.
To complete your return, please provide a receipt or proof of purchase.
REFUNDS
Once we receive and inspect your returned item, we will send you an email to confirm its arrival. We will also notify you of the approval or rejection of your refund.
If your return is approved, a credit will be applied to your credit card or original method of payment within a certain number of days.
LATE OR MISSING REFUNDS
If you haven't received your refund yet, we recommend checking your bank account first. It may take some time for the refund to be officially posted.
If you still haven't received your refund, please contact your credit card company. Sometimes there is a processing delay on their end.
Next, reach out to your bank, as they may also have a processing time before the refund is reflected in your account.
If you have completed these steps and have not received your refund, please contact us at librarylights.shop@gmail.com, and we will be happy to assist you.
SALE ITEMS
Please note that only regular-priced items are eligible for refunds. Unfortunately, sale items cannot be refunded.
EXCHANGES
If you receive a defective or damaged candle, we will gladly exchange it for the same item if possible. Please email us at librarylights.shop@gmail.com to initiate the exchange process. You will need to send the item to our address:
P.O. Box 692
High Prairie, Alberta
CA T0G1E0
SHIPPING
If you decide to return a candle, you will be responsible for the shipping costs. These costs are non-refundable, and if you receive a refund, the return shipping cost will be deducted from it.
Depending on your location, the time it takes for the exchanged product to reach you may vary.
If you are returning an item valued at over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
We hope this return policy provides you with the necessary information and assurance to make your purchase with confidence. If you have any further questions or concerns, please don't hesitate to contact us.
FAQ
Do you make custom scents and labels?
Yes! Just send me an e-mail at librarylights.shop@gmail.com and I will happily discuss your custom candle needs. I cannot use trademarked/copyrighted names or images.
Do you offer discounts for bulk orders such as weddings, events, or subscription boxes?
Yes, discounts are available for bulk orders! Get in contact with me through email (librarylights.shop@gmail.com) and tell me the details of your order so that I can give you the most accurate quote for your project.
Do you ship internationally?
We are happy to announce that we ship all around the globe! If you can receive mail, you can receive a Library Lights package!
*EU/NI - shipping is currently paused due to the updated GPSR guidelines hindering our ability to fulfil orders. This is hopefully only a temporary set-back.
Are customs/import fees included in the delivery charges?
If you live outside of Canada, you may be subject to an additional import fee for your order. Paying these charges is the responsibility of the customer. We cannot wrongfully adjust the cost of goods on your shipping label to lower these cost.
Who do you ship through?
All of our orders are shipped by UPS or Canada Post with connections to USPS, Royal Mail and all other major postal companies.
I need my candles by *insert date*, can you overnight them?
I try my best to ship all orders with 1-2 days of the order being placed. Depending on the size and content of the order there is a possibility that I can get it processed faster. Send me an e-mail before you order at librarylights.shop@gmail.com or include a note in your order and I will do my best to rush process your order. You will also have to choose Priority Shipping (or the fastest option available) during checkout to get it on time.