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Shipping and payment
WHEN CAN I PLACE AN ORDER?
Orders can be placed at any time, 24/7 on our website.
HOW DO I PAY FOR AN ORDER?
We accept credit and debit cards for payment. It is also possible to pay via PayPal.
HOW DO YOU SHIP MY ORDER?
We ship orders using Russian Post. The exact cost of delivery depends on the weight of the parcel and the city of destination.
HOW LONG DO I WAIT FOR THE ORDER ARRIVAL?
All orders are processed and dispatched within 2-5 business days
ALL THE PRODUCTS ORDERED BY ME AVAILABLE?
Usually we are fully equipped with all products from the catalog. If any of your order ends unexpectedly, you will be offered a replacement or a refund.
THE CONFIRMATION OF MY ORDER WAS NOT COMING TO THE MAIL
If you have not received an order confirmation email, write to us at info@candlestory.ru
WHAT IS YOUR RETURN AND REFUND POLICY?
All returns and exchanges can be made within 14 days of receiving your order.
Frequently asked Questions
IS YOUR PRODUCTS THE SAME SIZE AS I SEE THEM ON THE SITE?
We try to represent our products as accurately as possible in our photographs. However, since some computer monitors and screen settings vary, we cannot guarantee that the product on your screen will look the same as the product you receive. As all of our items are handcrafted, some items may vary in size. If you have any questions about the color or size of our products, please contact us at info@candlestory.ru.
WHAT IS THE EXPIRATION DATE?
We recommend using candles, diffusers and car perfumes within 3 years from the date of purchase. Cosmetic products have a shelf life of 18-24 months.
WHAT SAFETY MEASURES SHOULD BE TAKEN?
The cotton wick should be trimmed to about 0.5-1 cm, then the candle will burn at the correct temperature and become less smoky. Trim the wick before each use. Wooden wicks should never be trimmed.
Each time you light a candle, let the ENTIRE top surface melt completely. Only then will your soy candle melt correctly and evenly.
For optimal results, we recommend burning for 1 to 2.5 hours at a time. If the candle burns for less than an hour, a well of wax forms, this can shorten the burning time and can extinguish the wick.
Light a candle within sight and never leave a candle unattended. Glass containers may feel hot to the touch. Use out of reach of children and pets. Place the candle on a stable and heat-resistant surface to avoid damaging the furniture. Make sure the fire is away from flammable materials. Keep away from drafts and ventilation openings. Our candles are as safe and stable as possible, nevertheless follow these rules.
HOW TO STORE GOODS?
Do not store candles near strong light sources such as sunlight or fluorescent light. Soy wax is sensitive to temperature fluctuations. The surface of the candle can melt at temperatures above 35ºC. Therefore, soy candles are best stored at room temperature, in a dry place, avoiding high temperatures. Candles can change their appearance at low temperatures. This is a common property of soy wax and does not affect candle performance. Candles embedded in glass may have areas where wax does not adhere to the glass. This will not affect the burning of the candle.
Do you have questions not covered in our FAQ? Please contact our customer support at info@candlestory.ru and let us know all the details of your question. Your application will be reviewed within 24 hours.