ForestCandleStudio

I want you to be happy with your purchase or gift!

Hello and welcome to Forest Candle Studio :)
My name is Marcie Forest - I'm a beeswax candle artisan and fine artist.
Unique work, superb craftsmanship, and excellent customer service are my top priorities.

If you have any questions please contact me in whatever way is most convenient for you:
Via Etsy's message "conversation" system: click "contact shop" or "message seller" button on any of my shop pages
EMAIL: forestcandlestudio [at!] gmail.com
CALL my studio: 310.963.7545 (leave a voicemail & I'll get back to you asap within 24 hrs)

SEE MY POLICIES IN DETAIL BELOW ABOUT ORDER CHANGES / RETURNS / EXCHANGES / DAMAGED IN MAIL / ORDER PAYMENT METHODS / SHIPPING INFO

=====ORDER CHANGES=====

Domestic & International orders:

When I receive your payment I start work on your order, so if you need to make any changes (e.g., item, color, size, style, adornment, quantity) let me know asap so I can accommodate your request if possible.

• If the changes you want result in costing more than you originally paid, after confirming the costs with you I'll invoice you for the balance due.

• If the changes result in costing less than you originally paid, only shop credit (no cash refunds) can be given for these changes to your order.

• If your order is too far along in its progress for changes, I'll let you know what your options are.

**PLEASE NOTE**
AFTER YOUR ORDER HAS BEEN MAILED, no changes can be made. Please see the "returns/exchanges" policies below.

==========RETURNS / EXCHANGES==========

• ONLY DOMESTIC (USA) non-personalized orders are eligible for returns or exchanges & must be authorized by me before you return it (see conditions/instructions below).

• Domestic Custom Orders are approved on a case by case basis.

• PERSONALIZED orders are confirmed with buyer for accuracy before shipping and therefore are final sales and NOT eligible for return, refund or exchange.

• INTERNATIONAL orders are considered custom made, are confirmed with the buyer before shipping, and as such are final sales NOT eligible for return, refund or exchange.

CONDITIONS FOR RETURN / EXCHANGE:

PLEASE NOTE: Because of the amount of work and expense involved in making the candles, CASH REFUNDS are NOT GIVEN for returns / exchanges under any circumstances. Once approved for return and item is received by me, SHOP CREDIT will be GIVEN as stated below.

To qualify for a return or exchange, all 3 of the following conditions must be met:

#1 - If you aren't satisfied with your purchase for any reason, please CONTACT ME WITHIN 3 DAYS of receipt of your package so we can discuss the situation and find a solution.

I'm available via email, Etsy conversation (aka convo) or telephone. My contact info is shown on the business card you received with your order, on my "about page" in my Etsy shop, and at the bottom of each listing in my Etsy shop. You can also click "contact shop owner" on my Etsy shop main page or "message seller" on any of my Etsy shop listing pages.

#2 - You must GET MY PRIOR AUTHORIZATION before returning your candle(s).

As long as the candles are unused and in their original condition (new, resalable), you can return them for a shop credit for the amount you paid minus the original shipping fee. Your shop credit can be used toward any item(s) in my Etsy shop for an immediate exchange/replacement item or on a future purchase.

If your replacement item(s) + its ship fee cost more than your shop credit I'll invoice you for balance due. If it costs less than your shop credit you can use the remaining balance on a future order. No cash refunds will be given for returns or exchanges.

#3 - Buyer must MAIL BACK THE CANDLES TO ME in their original wrapping WITHIN 7 DAYS after date received as shown on USPS tracking/delivery confirmation.

Buyer pays for return shipping & MUST include tracking, delivery confirmation & full value insurance. You may reuse the original shipping box & bubble wrap if desired.

Shop credit or the exchange items of your choice will be made/sent to you asap as soon as I've received the returned items (& any monies due for the new items if applicable). If returned items are received in less than perfect condition, customer is responsible for any loss in value.

=====DAMAGED OR LOST IN MAIL: REFUNDS & REPLACEMENTS=====

Applies to USA & International shipments.

Your candles are mailed to you fully insured. The candles are packaged carefully and it is very rare for them to be damaged in shipping. Please open your package as soon as possible upon receipt because shipping companies have time limits on making claims for damage or loss.

Here are the steps to follow if your item has been received damaged in shipping, or not received within the expected transit time:

1. CONTACT ME RIGHT AWAY

2. If received damaged, give me a DESCRIPTION via Etsy conversation, email or phone.
**IMPORTANT**
DO NOT dispose of damaged item & all packaging during the claims process (otherwise you will waive your insurance coverage & your right to a refund or replacement).

3. PHOTO PROOF IS REQUIRED to file a claim: TAKE PHOTOS of the candle damage & the packaging (wrapping &/or gift box the candle arrived in; also the shipping box exterior, & its interior with bubble wrap inside showing how item was packed). EMAIL the photos to me asap so I can file the claim.

4. I will then file the insurance claim form online with a written statement & photos. After the claim is filed, the insurance company may ask for you to fill out a short form via email verifying the damage or loss. If so, I'll let you know beforehand.

5. Once the insurance claim is filed & they've received the required documents/photos, I will remake your candle(s) right away and ship them to you at no charge, or if you prefer a cash refund of your original amount paid (including ship fee) I will issue it to you as soon as I've received it from the Post Office or Shipsurance (Etsy's package insurance partner).

The claims process can take up to 15 - 30 days (international claims may take longer), so please be patient to hear from me as to what to do with the damaged item(s).

Please contact me if you have any questions!
Payment must clear before your order will be made and shipped.

For a preview of the checkout process, here's Etsy's help article on how to make a purchase: http://www.etsy.com/help/article/339

CONTACT ME FOR HELP IF:
• you need assistance before &/or during the checkout process
• you'd like to pay in installments
I'll be happy to work it out with you!

*** IMPORTANT *** PLEASE NOTE ***
Any customs fees, duties &/or taxes for INTERNATIONAL orders are not included in the purchase price and are the sole responsibility of the buyer upon your order's arrival in the destination country. International purchases are custom made especially for you and not eligible for cancellation, return or refund.

After receipt of your paid order I'll send you:
• Confirmation of your purchase
• An estimated mailing date
• Periodic updates on the progress of your candles while they are being made
• Shipping info with tracking # will be sent to you once your order is mailed

==========TURN-AROUND TIMES==========

Upon receiving your order it is placed in line with the rest of my orders.

Each candle is made in stages with great care & attention to detail, often taking several days to a week or more to complete. Custom designs/colors/adornments, or other special requests may take longer.

EACH LISTING SHOWS ITS CURRENT ESTIMATED PRODUCTION TIME on the side or below the listing depending on your viewing device.

The turn-around time is updated as needed and depends on my work schedule at the time of your order. For weddings & prior to holidays please order early whenever possible!

• If you need to receive the candles by a specific date, tell me in the "notes to seller" section during checkout. If needed sooner than the production time shown in the listing, contact me prior to purchase to confirm availability.

• Rush orders accommodated when possible (there may be an additional charge).

==========SHIPPING DETAILS==========

Your package will be shipped to the address on your Etsy receipt unless you've told me otherwise. International orders must be shipped to buyer's address.

All orders ship via US Postal Service (USPS), fully insured, with tracking & delivery confirmation. Shipping via UPS and FedEx is available by request.

Contact me for rates and availability to your country if you don't see it in the listing you wish to purchase.

EACH LISTING shows the current production time & shipping fee for that particular item. Please allow for possibility of longer transit time during winter holidays or stormy weather delays (any time of year).

DOMESTIC & INTERNATIONAL MAILING METHODS & TRANSIT TIMES:

USA
• My standard shipping method is USPS Priority Mail
• Delivery time approx 2-3 days, but can take up to 5 days.
• Overnight delivery (2 days to some locations) via Priority Mail Express available for additional charge. Package must be signed for upon delivery.
• Rates shown are from California to East Coast. If you'd like a quote to your location contact me. Otherwise, I will refund shipping fee overages to you via your original payment method.

INTERNATIONAL
Contact me for current info on availability to your location & international shipping requirements.

=====COMBINED SHIPPING: DOMESTIC & INTERNATIONAL=====

• If more than one listing is purchased and the items can be packed together, I will refund shipping overage (if any) to you via your original payment method,
OR
• Prior to purchase contact me for a quote to your location and I'll set up a reserved listing for you with the items you want and adjusted shipping fee.

PLEASE NOTE that to allow enough space around your candles to protect them in transit, some items cannot be shipped at a reasonable cost when packed together in one box (surcharges for shipping large boxes are costly). In these cases the items will ship separately (as already charged for in each item listing).

Please contact me if you have any questions regarding use, care, or display of candles you have ordered from me.

Here are excellent guidelines from the National Candle Association for safe use of any type of candle:
https://candles.org/fire-safety-candles/

Enjoy candlelight every night!

Back to my shop: http://www.etsy.com/shop/ForestCandleStudio