Claims for missing or damaged items must be reported within 24 hours of delivery. Exceptions cannot be made as this is a policy enforced by our couriers. Please inspect your order promptly and contact us immediately if any items are defective, missing, or if you have received the wrong item. Claims made after this time frame, regardless of product usage, will not be accepted. Proof of purchase and photographic evidence of the damage will be required. Keep all packaging for potential further evidence. Approved claims will result in store credit or a replacement. Due to the nature of our products, returns will not be accepted. To start a claim, contact us at firstname.lastname@example.org
Please be aware that both our imported and custom-made silicone moulds are handmade and therefore may have slight imperfections, such as bubbles on the surface, untrimmed excess silicone, and unevenness. These defects will not affect the final outcome of your product. If your mould isn't completely level, use a pop stick or folded paper to prop up one side and adjust until it is horizontal. Our silicone moulds are designed to be soft and flexible for easy unmoulding and therefore may expand after wax is poured in, so using a solid support around the mould will help maintain its shape. Measurements in the description are approximate and may vary by up to 10mm.
After an order is placed, it cannot be altered or canceled. We do not provide exchanges or refunds for changes of mind, accidental purchases, or damages resulting from usage or lack of maintenance. We are not accountable for any lost packages due to inaccurate addresses provided at checkout. Additionally, we do not offer exchanges or refunds for difficulty with unmoulding, as it is a skill that requires patience and practice and not considered a defect.
If your package is lost or damaged during transit, please notify us immediately so we can file a claim with the shipping carrier. To process a claim for damaged items, we will require photos of the product and its packaging, as well as the shipping label. Unless instructed otherwise, all packages are marked as "Authority to Leave." If a package is marked as delivered by the carrier but cannot be located, we cannot guarantee a refund as we are not insured for lost packages that are not confirmed lost in transit. We are not responsible for any delays, incorrect addresses or theft after packages have been dispatched. We will do our best to assist you if your package has been delayed. However, as delays are out of our control, we cannot provide a refund or replacement unless it is officially declared lost by the courier.