Delivery and Return
Delivery
DELIVERY
Hong Kong delivery can take 2 to 5 business days within Hong Kong.
・Once your order has been placed you will receive an email confirmation to let you know we have received your order and payment.
・Once your parcel has been shipped you will receive the update from the logistics carrier.
・You can follow the delivery process of your order by visiting our partner's website SF Express.
・You will receive your order within an estimated time of 2 to 5 business days.
・Your order will need to be signed for on receipt.
・In the case of a missed delivery, SF Express will arrange a second attempt at delivery. A second SMS will then be sent to you as a pre-delivery notification.
・If the second delivery attempt is unsuccessful, you will need to call SF Express for a re-delivery arrangement. The order will be returned to our warehouse after a week of unsuccessful deliveries.
・If the failed delivery order is returned to our warehouse, you will need to contact our Customer Care team via email at customercare@whycandle.com.hk to arrange a new delivery. A new delivery order will be placed, and an additional delivery fee will be at your cost. If we do not receive your contact for too long, we will cancel the order.
Terms of Delivery
・Shipping fees: why. Candle offers complimentary delivery on orders over HK$500.
・For any order less than or equal to HK$500, the shipping fee is HK$30 for Hong Kong deliveries.
・Delivery area: The why. Candle website supports shipment within Hong Kong, excluding the below areas: Shenzhen Bay Port, Lok Ma Chau, Man Kam To, Sha Tau Kok, Lo Wu, Lok Ma Chau Spur Line.
・It is possible to select a different delivery country by accessing our international sites at the bottom of the desktop version, and at the bottom of the footer in the mobile version.
・You can choose your delivery address; however, why. Candle's delivery service requires a signature on delivery, therefore we are unable to deliver to PO Boxes.
Return
RETURN POLICY
We hope that you are happy with your order, but if for some reason you are not, we offer free returns at why. Candle. You may return your online order, or items within it, for a refund following the conditions outlined below:
・The items must be returned within 7 business days from the date of delivery.
・The items must be unopened and in their original packaging. For your convenience, all sand candles (scented and unscented) must be returned in their original unopened condition.
・If you are returning an entire order, all complimentary samples must be returned as well. Please make sure the item(s) are in original condition, with the original packaging. If the sample is not returned, we will not proceed with your return.
・If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. Please make sure the item(s) are in original condition, with the original packaging. If the GWP is not returned, we will not proceed with your return.
・All returned goods will be examined upon receipt. We will not provide a refund if the goods show signs of unreasonable use such as opened packaging or damaged packaging. In such circumstances, we will notify you that a refund will not be available, and we will arrange for such goods to be returned to you within 28 days of our notification.
・If you are returning the item due to a fault or damage in transit, this must be stated in your return application email.
・We encourage you to specify in your return application email any information that could help us understand the reason for your return, e.g., broken or damaged, incorrect item ordered, etc.
・If you wish to carry out the return of an electric diffuser, we invite you to contact our Customer Care team directly who will assist you in the return process.
Return Process
To make a return, please follow these steps:
・Send a return application email to our Customer Care team at customercare@whycandle.com.hk and clearly state:
・Your order number
・Your contact information
・The name and quantity of each item being returned and the reason for the return.
・Once your return request has been confirmed by our Customer Care team, prepare your parcel and arrange shipment back to us at your own arrangement.
・Please keep your proof of postage or shipment receipt until your refund has been processed.
・For any questions, please reach out to our Customer Care team so that we can assist you throughout the return process.
Refunds
・Refunds are processed within 14 business days upon receipt of your returned parcel. Delivery fee is excluded.
・Once your refund has been processed, you will receive a confirmation by email. Depending on your bank, the refunded amount will appear on your bank account within 2 to 5 business days.
Cancellations and Exchanges
・If you wish to cancel your order after it has been confirmed, we kindly invite you to reach out to our Customer Care team who will assist you in the process.
・Please note that you cannot cancel your order once it has been shipped.
・If you wish to exchange an item for another reference, we kindly invite you to place a new order and return the original product back to us following the returns process.
If you have any questions or need more information, please contact us at:
Email: customercare@whycandle.com.hk
Monday to Friday: 10am – 5pm (excluding holidays)
DELIVERY
Hong Kong delivery can take 2 to 5 business days within Hong Kong.
・Once your order has been placed you will receive an email confirmation to let you know we have received your order and payment.
・Once your parcel has been shipped you will receive the update from the logistics carrier.
・You can follow the delivery process of your order by visiting our partner's website SF Express.
・You will receive your order within an estimated time of 2 to 5 business days.
・Your order will need to be signed for on receipt.
・In the case of a missed delivery, SF Express will arrange a second attempt at delivery. A second SMS will then be sent to you as a pre-delivery notification.
・If the second delivery attempt is unsuccessful, you will need to call SF Express for a re-delivery arrangement. The order will be returned to our warehouse after a week of unsuccessful deliveries.
・If the failed delivery order is returned to our warehouse, you will need to contact our Customer Care team via email at customercare@whycandle.com.hk to arrange a new delivery. A new delivery order will be placed, and an additional delivery fee will be at your cost. If we do not receive your contact for too long, we will cancel the order.
Terms of Delivery
・Shipping fees: why. Candle offers complimentary delivery on orders over HK$500.
・For any order less than or equal to HK$500, the shipping fee is HK$30 for Hong Kong deliveries.
・Delivery area: The why. Candle website supports shipment within Hong Kong, excluding the below areas: Shenzhen Bay Port, Lok Ma Chau, Man Kam To, Sha Tau Kok, Lo Wu, Lok Ma Chau Spur Line.
・It is possible to select a different delivery country by accessing our international sites at the bottom of the desktop version, and at the bottom of the footer in the mobile version.
・You can choose your delivery address; however, why. Candle's delivery service requires a signature on delivery, therefore we are unable to deliver to PO Boxes.
RETURN POLICY
We hope that you are happy with your order, but if for some reason you are not, we offer free returns at why. Candle. You may return your online order, or items within it, for a refund following the conditions outlined below:
・The items must be returned within 7 business days from the date of delivery.
・The items must be unopened and in their original packaging. For your convenience, all sand candles (scented and unscented) must be returned in their original unopened condition.
・If you are returning an entire order, all complimentary samples must be returned as well. Please make sure the item(s) are in original condition, with the original packaging. If the sample is not returned, we will not proceed with your return.
・If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. Please make sure the item(s) are in original condition, with the original packaging. If the GWP is not returned, we will not proceed with your return.
・All returned goods will be examined upon receipt. We will not provide a refund if the goods show signs of unreasonable use such as opened packaging or damaged packaging. In such circumstances, we will notify you that a refund will not be available, and we will arrange for such goods to be returned to you within 28 days of our notification.
・If you are returning the item due to a fault or damage in transit, this must be stated in your return application email.
・We encourage you to specify in your return application email any information that could help us understand the reason for your return, e.g., broken or damaged, incorrect item ordered, etc.
・If you wish to carry out the return of an electric diffuser, we invite you to contact our Customer Care team directly who will assist you in the return process.
Return Process
To make a return, please follow these steps:
・Send a return application email to our Customer Care team at customercare@whycandle.com.hk and clearly state:
・Your order number
・Your contact information
・The name and quantity of each item being returned and the reason for the return.
・Once your return request has been confirmed by our Customer Care team, prepare your parcel and arrange shipment back to us at your own arrangement.
・Please keep your proof of postage or shipment receipt until your refund has been processed.
・For any questions, please reach out to our Customer Care team so that we can assist you throughout the return process.
Refunds
・Refunds are processed within 14 business days upon receipt of your returned parcel. Delivery fee is excluded.
・Once your refund has been processed, you will receive a confirmation by email. Depending on your bank, the refunded amount will appear on your bank account within 2 to 5 business days.
Cancellations and Exchanges
・If you wish to cancel your order after it has been confirmed, we kindly invite you to reach out to our Customer Care team who will assist you in the process.
・Please note that you cannot cancel your order once it has been shipped.
・If you wish to exchange an item for another reference, we kindly invite you to place a new order and return the original product back to us following the returns process.
If you have any questions or need more information, please contact us at:
Email: customercare@whycandle.com.hk
Monday to Friday: 10am – 5pm (excluding holidays)