Shipping policy

Every SHAE order is carefully prepared, checked and packed before it leaves us.

As our products are hand poured and many are prepared specifically against confirmed orders, please allow adequate time for production, finishing and delivery.

SHIPPING WITHIN INDIA

We currently ship across serviceable locations in India.

Estimated delivery timelines:

Mumbai: approximately 7 days

Metro cities: approximately 7 to 10 days

Non metro locations: approximately 15 days or more.

These timelines are estimates and may vary depending on product availability, order volume, delivery location, festive periods and courier operations.

For large, customised, corporate, wedding or bulk orders, timelines will be confirmed separately.

SHIPPING CHARGES

Shipping charges are calculated at checkout based on your delivery location.

Any applicable shipping charge will be displayed before payment is completed.

CASH ON DELIVERY

Cash on Delivery is not available.

SHAE products are hand poured and many are prepared specifically against confirmed orders. Production and order processing therefore begin only after successful payment.

ORDER TRACKING

Once your order has been dispatched, tracking information will be shared through the contact details provided with your order, wherever tracking is available through the delivery partner.

DELAYED DELIVERIES

While we make every reasonable effort to dispatch and deliver orders within the estimated timeline, occasional delays may occur due to courier operations, weather, public holidays, regional restrictions, festive volumes or other circumstances outside our reasonable control.

If your order is significantly delayed, please contact us at shaecandles@gmail.com with your order number.

RETURNS AND EXCHANGES

SHAE products are hand poured and several are prepared specifically against confirmed orders.

We therefore do not accept returns or exchanges for:

Change of mind
Personal fragrance preference
Minor variations in colour, texture, pattern or finish that are characteristic of handcrafted products
Products that have been used, burned, opened or altered after delivery
Customised, personalised or bulk orders, except where required by applicable law

This policy does not affect rights available to consumers under applicable law where a product is defective, incorrect, materially different from what was ordered or advertised, or otherwise qualifies for a remedy under applicable consumer protection law.

DAMAGE IN TRANSIT

We take considerable care in packing every SHAE order. However, fragile products can occasionally be damaged during transit.

If your order arrives damaged, please contact us within 48 hours of delivery.

An unboxing video is compulsory for transit damage claims.

The video must:

Begin before the shipping package is opened
Clearly show the package in its sealed condition
Show the shipping label
Capture the complete opening of the package without cuts or edits
Clearly show the damaged product

Please retain the original outer packaging, internal packaging and damaged product until your claim has been reviewed.

Claims for damage in transit submitted without a valid unboxing video will not be eligible under SHAE's transit damage claim process.

To submit a claim, email shaecandles@gmail.com with:

Your order number
The unboxing video
Clear photographs of the damaged product and packaging
A brief description of the damage

Once reviewed and approved, SHAE will arrange an appropriate resolution, which may include a replacement or refund depending on the circumstances and product availability.

INCORRECT PRODUCT

If you receive a product different from the one ordered, please contact us within 48 hours of delivery with your order number, photographs and relevant details.

Please do not use the product while the issue is being reviewed.

REFUNDS

Where a refund is approved, it will be initiated to the original method of payment.

Processing times after initiation may vary depending on your bank, card issuer or payment provider.

Shipping charges may not be refundable except where required by applicable law or where the return results from an error attributable to SHAE.

CUSTOM AND BULK ORDERS

Customised products, corporate gifting, wedding favours and bulk orders are made specifically against confirmed requirements and are therefore governed by the terms agreed at the time of order.

Once production has commenced, such orders cannot ordinarily be cancelled, returned or exchanged except where required by applicable law.