FAQs
Q1. How does shipping and delivery work?
Orders usually ship within 72 hours. Once your order has shipped, you’ll receive an email with tracking details so you can keep a close eye on your order until it reaches its destination.
Please note if you order multiple items in a single order, items may ship from multiple locations depending on stock availability. We do this to ensure you receive your full order as fast as possible.
Delivery timeframes vary depending on your location. If you select express shipping, you can expect your order to arrive within 1 to 3 business days. Choose standard shipping and you can expect your order to arrive within 2 to 8 business days.
Q2. Can I change my shipping address?
Sure can! Provided your order has not shipped, please send us the new shipping address details ASAP and we can change this over for you. To reach out with your new/updated shipping address, email us at: hello@healedskinandcandleco.com
If your order has already shipped, don’t panic! You can still redirect it via the shipping carrier’s tracking link provided on your shipping confirmation email.*Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.
Q3. Help! My order is lost/hasn’t been delivered?
Although our courier quotes us 2–8 business days for standard delivery, they may not always be able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with the provider.*Please note: The investigation outcome timeline can vary from courier to courier. We’ll do our best to help with a timely resolution.
Q4. What is your return and refund policy?
We always strive for 100% customer satisfaction!
Retail Orders:
All retail purchases are final sale and non-refundable. We do not offer refunds for products that are not damaged upon arrival.If your order arrives damaged due to shipping, please contact us at hello@healedskinandcandleco.com as soon as possible with your order number and photos of the damaged item. We’ll review the issue and, when applicable, provide a replacement or another appropriate resolution. Please note that we do not issue cash refunds for damaged items.
Wholesale Orders:
All wholesale orders are also final sale and non-refundable. A minimum 50% deposit is required at the time of placing a wholesale order, and deposits are non-refundable once the order has been confirmed and production or fulfillment has begun.Because wholesale orders are prepared specifically according to the customer's requested quantities and product selections, we cannot accept cancellations or provide refunds due to changes of mind, incorrect quantities, or ordering decisions.
If a wholesale order arrives damaged or there is an issue with the products received, please contact us at hello@healedskinandcandleco.com so our team can review the situation and work with you on an appropriate resolution.
Please note: We strongly encourage all customers to carefully review their order details, shipping address, product selections, and quantities before completing their purchase.
Q5. I have an issue with my order, what do I do?
Something not quite right with your order? Don’t worry, the Healed Skin and Candle Co. customer service team is ready to help. Email us at hello@healedskinandcandleco.com and advise us of your issue. We’ll endeavor to resolve any issues as quickly as possible.
Q6. How do I contact Healed Skin and Candle Co.?
Our wellness support team is available via email so you can expect to receive a reply within 24 hours.
Email hello@healedskinandcandleco.com and we’ll get back to you as soon