Shipping Policy

A Legal Disclaimer

Effective Date: 1 August 2025

At Candellaass, every product is handcrafted, checked, and packed with care before dispatch. Please read this Shipping Policy carefully before placing your order. By purchasing from Candellaass, you agree to the terms below.

Shipping Locations

Candellaass currently ships within India only.

We do not offer international shipping at this time.

Order Processing & Dispatch

Ready-to-ship products are usually processed and dispatched within 2–4 business days.

Made-to-order, customised, personalised, bulk, or festive products may take 5–10 business days or longer, depending on the product, order quantity, customisation requirements, and seasonal workload.

Orders placed on Sundays or public holidays will be processed on the next working day.

Once your order is dispatched, tracking details will be shared through email, SMS, WhatsApp, or the available contact details provided at checkout.

Estimated Delivery Timeline

After dispatch, estimated delivery timelines are generally:

Metro cities: 5–8 business days
Non-metro and other locations: 6–12 business days
Remote or less-serviceable locations: May take longer depending on courier availability and serviceability

These timelines are estimates only and not guaranteed. Actual delivery may vary depending on courier schedules, location, pin code serviceability, weather, public holidays, festive rush, high order volume, transport delays, natural events, or other circumstances beyond our control.

If your order is urgent, please contact us before placing the order so we can check available dispatch and delivery options.

Courier Partners & Delivery Control

Candellaass uses third-party courier and logistics partners for shipping.

Once an order is handed over to the courier or delivery partner, the delivery process is handled by the courier company. Candellaass does not directly control courier movement, delivery speed, delivery attempts, route delays, or final delivery timelines after dispatch.

We will assist with tracking support wherever possible, but we cannot guarantee courier performance or exact delivery dates.

Shipping Charges

Shipping charges, if applicable, will be shown at checkout based on order value, product weight, package size, and delivery location.

Free shipping may be offered on selected products, order values, or promotions and will be clearly mentioned where applicable.

Shipping charges are non-refundable unless the mistake was made by Candellaass.

Packaging & Safety

Candellaass products are fragile and handmade, so we take proper care to pack each order safely using suitable packaging materials such as protective wrapping, cushioning, bubble wrap, fillers, and sturdy boxes wherever required.

We make every reasonable effort to minimise the risk of damage during shipping. However, once the parcel is handed over to the courier or delivery partner, transportation and handling are beyond our control.

Shipping Damage

Candellaass is not responsible for damage caused during courier transit, courier mishandling, transport handling, delay, or movement after dispatch.

If you receive a visibly damaged package, please take photos before opening and record a complete unboxing video from the sealed package stage.

For any claim, a complete unboxing video is mandatory and must clearly show the shipping label, outer packaging, full opening process, and the product condition.

For transit-related issues, we may assist you with available courier tracking or claim support, but refund, return, or replacement is not guaranteed.

Customer Responsibility

Customers must provide the correct name, complete shipping address, pin code, phone number, and email address while placing the order.

Candellaass is not responsible for failed delivery, delay, return-to-origin, extra shipping charges, or non-delivery caused by incorrect address, incomplete address, wrong phone number, unreachable customer, customer unavailability, refusal of delivery, or failure to respond to courier calls.

If an order is returned due to customer error or non-availability, reshipping charges will be borne by the customer.

Tracking Your Order

Once your order is dispatched, you are responsible for tracking the shipment using the tracking details shared with you.

Please contact the courier partner directly for routine tracking updates, delivery attempts, or location-related delivery concerns.

You may contact Candellaass if the tracking number is invalid, not working, not updated for an unusually long time, or if the delivery is delayed well beyond the estimated timeline.

Delays, Lost Packages & Marked Delivered Orders

Delivery timelines are estimates only. Candellaass is not responsible for courier delays after dispatch.

If a package is marked as delivered but not received, please first check with family members, neighbours, building security, reception, or the local courier office.

If the package is confirmed lost by the courier, Candellaass will assist you with the available courier claim process. However, compensation, refund, replacement, or approval of claim depends on the courier company and is not guaranteed by Candellaass.

Festive & High-Volume Periods

During festivals, sale periods, public holidays, weather disruptions, or high order volume, both processing and delivery may take longer than usual.

Customers are requested to place festive, gifting, bulk, and time-sensitive orders well in advance.

Candellaass shall not be responsible for delays caused by courier load, festive rush, weather, public holidays, transport restrictions, or circumstances beyond our control.

Order Changes & Cancellations

Order changes or cancellations are not guaranteed after placing the order.

If you need to request any correction in address, phone number, product, or order details, please contact us as soon as possible.

Once production, customisation, packing, or dispatch has started, changes or cancellations may not be possible.

For urgent shipping-related queries, please contact us:

Email: candellaass@gmail.com
WhatsApp: +91 8999747632
Support Hours: Monday to Saturday, 10:00 AM – 8:00 PM IST

Thank you for choosing Candellaass and supporting handcrafted products made with love.