We are committed to delivering your orders efficiently and reliably.

1. Shipping Locations: We proudly offer shipping services throughout Europe and US.
2. Processing Time: We make every effort to dispatch your items within 3 business days of receiving your order. However, please note that during peak seasons or due to unforeseen circumstances, there may be slight delays.
3. Delivery Time: The estimated delivery time may vary depending on your location and postal service. Typically, deliveries within Europe take up to 5 business days. Please keep in mind that this is an estimate and actual delivery times may vary.
4. Free Shipping: We offer FREE standard shipping on all orders over €100.
5. Shipping Costs: Our prices vary by location, and they will be calculated at checkout based on your chosen destination.

If you have any questions or require assistance with your order, please don't hesitate to contact our customer service team.

Your satisfaction is our priority. We strive for excellence, but if, for any reason, a product doesn't meet your expectations, we're here to assist.

Custom candles, tailored to your preferences, are made-to-order and, unfortunately, cannot be returned unless they arrive damaged or defective. Should you receive an incorrect or damaged item, please contact our dedicated customer support team for help.

While we want you to love every purchase, we cannot accept returns on sale items.

General Terms:

• Returns must be initiated within 14 days of receiving your order.
• Please contact our return team via email at returns@matchandsmell.com to initiate your return. Include your order number and the reason for the return in your email.
• Returned products must be in unused and undamaged condition and in their original packaging.
• If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
• Returns are typically processed within 5-7 business days upon receiving the returned item.

Costs:

• Please note that the cost of returning products is your responsibility, unless the product is defective or damaged upon receipt. In that case, we will cover the return costs.

Refund:

• Once we have received and inspected your returned product, we will proceed with processing the refund.
• The refunded amount will be deducted by any applicable shipping and handling fees.
• If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  If more than 15 business days have passed since we’ve approved your return, please contact us at returns@matchandsmell.com.

To keep you informed about the status of your order, we provide a track and trace number for each shipment. You will receive this information via email once your order has been dispatched.